Service Delivery / Operations Manager at CMVAS (2024-07 – Present)
Leading end-to-end service delivery across a multi-client portfolio with full operational ownership of a ~15-person team. Responsible for SLA governance, workforce planning, performance management, and continuous improvement across all customer-facing functions.
- Managed intraday team operations — monitoring live performance, adjusting workflows, and proactively reallocating resources to meet real-time SLA and throughput targets
- Maintained SLA adherence above 95% through structured escalation workflows, weekly business reviews, and ongoing team performance management
- Reduced client escalation resolution time by ~30% by removing operational blockers and improving team accountability and ownership
- Conducted regular one-on-ones and team meetings to drive alignment, share performance feedback, and develop team capability
- Facilitated onboarding of new team members and reinforced standardised processes to ensure consistent customer experience delivery
- Boosted team productivity by ~20% through process enhancements and a culture of continuous improvement
- Managed scheduling, leave planning, and shift allocation to maintain optimal staffing and coverage across operational hours
Client Operations Manager at TLS Contact (2019-05 – 2024-07)
Managed a high-volume walk-in Application Centre with 40+ staff across multiple functions. Full accountability for team performance, customer journey quality, compliance, coaching, and stakeholder reporting.
- Led full end-to-end customer journey management — from initial engagement and onboarding through to issue resolution and retention — ensuring consistent, high-quality experience at every touchpoint
- Drove proactive outreach and targeted engagement campaigns, consistently exceeding customer satisfaction and revenue KPIs
- Implemented quality monitoring across all customer interaction channels, using insights to coach team members and improve engagement standards
- Conducted regular call and interaction audits to ensure quality standards were upheld and corrective coaching was applied timeously
- Managed escalation resolution workflows end-to-end, owning complex issues through to full closure with accurate documentation and clear communication
- Applied Lean Six Sigma methodology to reduce repeat contacts by ~25%, improving first-contact resolution and reducing friction across the customer lifecycle
- Coached and developed Team Managers and agents through structured performance plans, one-on-ones, and targeted training programmes
- Delivered weekly, monthly, and quarterly business reviews — providing performance visibility to executive stakeholders and driving continuous improvement initiatives
Customer Care / Collections Manager at The Nimble Group (2015-11 – 2019-05)
Built and managed a centralised 300-agent Customer Care inbound function from the ground up. Oversaw multi-function contact centre operations including customer support, onboarding, and collections.
- Led the full startup and launch of a new centralised Customer Care inbound team — designing processes, hiring and onboarding staff, and establishing operational KPIs from scratch
- Drove call answer rate above 90%, reduced abandoned calls to below 5%, and maintained consistent SLA adherence across all teams
- Coached and developed 6–8 Team Manager direct reports, embedding a performance and accountability culture across the operation
- Used data analysis and performance reporting to identify productivity gaps and implement targeted improvement initiatives across all KPAs
- Managed national and international corporate client portfolios, achieving highest monthly results year-on-year through proactive engagement and issue resolution
Customer Services Manager at Merchants / iiNet (2014-08 – 2015-11)
- Managed all contact centre KPIs including NPS, FCR, ASA, and abandonment rates across a 60+ agent team
- Reduced staff attrition through structured career development, coaching programmes, and one-on-one mentoring
- Oversaw escalation management and external communication workflows across social media and direct channels
Customer Services Manager at WNS / British Gas (2012-06 – 2014-08)
- Led Six Sigma Green Belt project to improve quality and efficiency without headcount increases — team ranked #1 across the WNS network for 2 consecutive years
- Managed full people operations including recruiting, training, coaching, IR procedures, and performance management for 20+ agents
Collections Supervisor at The Foschini Group (2011-10 – 2012-02)
- Supervised 15 agents across daily call volume and conversion targets; ensured consistent team output and quality standards
Senior Team Manager / Acting Contact Centre Manager at Stream Global Services (Talk Talk) (2007-04 – 2011-09)
- Progressed from Team Manager (20 agents) to Acting Contact Centre Manager overseeing 8 Team Managers across the operation
- Achieved best save & retain team with highest conversion rate across the network
