Kay Dube

Managed and oversaw the delivery of financial services within the business area, ensuring alignment with the FSP's licence conditions, applicable mandates, and regulatory requirements. Managed and supervised consultants, including workflow planning, capacity management, performance, development, leave and operational requirements. Compiled and submitted monthly operational and management reports to senior management.

Consulting Manager at ASI Financial Services (2024-10 – 2026-01)

• Managed and oversaw the delivery of financial services within the business area, ensuring alignment with the FSP's licence conditions, applicable mandates, and regulatory requirements.
• Managed and supervised consultants, including workflow planning, capacity management, performance, development, leave and operational requirements.
• Compiled and submitted monthly operational and management reports to senior management.
• Reviewed consultant reports, client meeting notes, presentations, advice-related documentation and project deliverables to ensure quality, accuracy and adherence to internal and regulatory requirements.
• Attended strategic client and provider meetings, providing technical consulting expertise and influencing outcomes.
• Compiled strategic reports, presentations, project plans and client communications.
• Provided technical consulting support and resolved escalated client service complaints, disputes and complex matters.
• Conducted weekly, monthly, and quarterly performance reviews, coaching and performance improvement processes.
• Identified training and development needs and supported the ongoing development and competence of consultants.
• Provided management and oversight of consultants rendering financial services, ensuring activities were conducted within the scope of the FSP's licence and applicable regulatory requirements.
• Monitored consultants' ongoing compliance with FAIS Fit and Proper requirements, including qualifications, regulatory examinations, Class of Business, competence and other applicable requirements.
• Maintained oversight of consultants' Portfolios of Evidence and identified competency and compliance gaps.
• Signed supervision reports and monitored the progress and development of representatives under supervision.
• Advised the Compliance function on required educational courses, training and development interventions to support consultants in meeting and maintaining Fit and Proper requirements.
• Identified, monitored and escalated regulatory, operational and conduct risks, ensuring appropriate corrective actions and follow-up.
• Worked closely with Compliance and senior management to implement regulatory requirements, governance controls, internal policies, and corrective actions.
• Promoted a culture of regulatory compliance, ethical conduct, accountability, and client protection.
• Built and maintained strong relationships with key clients, providers, and senior stakeholders.
• Conducted regular client relationship management engagements and facilitated strategic and quarterly review meetings with senior management teams.
• Monitored client satisfaction and service delivery, ensuring concerns and poor service ratings were investigated and addressed within agreed timelines.
• Provided senior-level support in resolving complex client service concerns and disputes.
• Managed the renewal of client Service Level Agreements (SLAs), ensuring service requirements remain aligned with client needs and agreed service standards.
• Led and managed special projects from planning and stakeholder engagement through to implementation, monitoring and reporting.
• Designed and presented project plans, allocated responsibilities, and monitored deliverables against agreed timelines.
• Provided regular progress updates, identified project risks, and communicated key outcomes to relevant stakeholders.
• Identified cross-selling and business development opportunities within existing client portfolios.
• Created and supported platforms for client engagement and collaboration across relevant business areas.
• Supported revenue growth initiatives while maintaining appropriate regulatory, ethical, and governance standards.
• Led, mentored and developed consultants, promoting strong technical capability, service excellence, and regulatory competence.
• Maintained high standards of professionalism, integrity, accountability, and quality of work.
• Collaborated closely with Compliance, senior management and internal teams to support operational and strategic objectives.
• Demonstrated sound judgement, effective problem-solving, and the ability to manage competing priorities in a high-pressure environment.
• Reason for Leaving: Personal Reasons

Healthcare Specialist at Alpha Wealth Benefits (2020-07 – 2021-03)

• Established and implemented the Healthcare Benefits division, taking responsibility for the start-up of the function, operational processes, systems, and service delivery framework.
• Led the implementation of the Healthcare Benefits offering as the appointed consultant, coordinating activities across internal stakeholders, clients and healthcare providers.
• Applied for and coordinated the required broker and provider codes to enable the placement, administration and servicing of healthcare benefit products.
• Implemented and maintained CRM processes to capture and manage member and client information, queries, service interactions, and relevant advice records.
• Introduced Broker Tools and supporting processes to improve client record management, query tracking and record-keeping.
• Reviewed operational processes and identified improvements to strengthen service delivery, efficiency, and client experience.
• Provided healthcare benefits consulting and member support across Medical Aid, Medical Insurance and Gap Cover products.
• Conducted client and member engagements, needs discussions, product education and consultations, providing appropriate information and advice within the scope of the role.
• Developed and maintained strong relationships with corporate clients, HR teams, boards of management, medical schemes, insurers, and other service providers.
• Prepared and presented annual reviews, strategic reports, benefit presentations, and client communications.
• Keep clients and stakeholders informed of relevant industry trends, product developments, and changes affecting healthcare benefits.
• Managed and resolved complex member, client and provider queries, complaints and service escalations.
• Monitored client service requirements and supported the review of products and service offerings to ensure continued relevance and competitiveness.
• Planned and coordinated the implementation of the new Healthcare Benefits division, managing key deliverables, stakeholder requirements, timelines, and operational dependencies.
• Supported business growth by identifying client needs, service opportunities and areas for improvement within the healthcare benefits offering.
• Coordinated projects and implementation activities with internal departments, providers and senior stakeholders to support operational efficiency.
• Contributed to business strategies with Exco and relevant stakeholders to support the development and growth of the Healthcare Benefits division.
• Maintained appropriate records and supported compliance with applicable legislation, regulatory requirements and internal policies relevant to the services rendered.
• Ensured FSCA and FAIS compliance requirements relevant to the consultant role were incorporated into client servicing, record-keeping and advice-related processes.
• Maintained compliance records and supported the preparation of relevant reports and documentation.
• Ensured appropriate records of client interactions, queries, and advice were maintained through the CRM and internal systems.
• Promoted accurate documentation, ethical conduct, and client-focused service delivery in all consulting activities.
• Demonstrated leadership through independently establishing a new business function, taking ownership of implementation, problem-solving, and stakeholder coordination.
• Provided product, system and process training and education to clients, members and relevant stakeholders.
• Demonstrated sound judgement, initiative, accountability, and the ability to manage multiple priorities in a developing business environment.
• Collaborated with internal teams and senior management to support operational objectives and the successful establishment of the Healthcare Benefits division.
• Reason for Leaving: Sought new challenges

Corporate Accounts Manager at Pogir Bastion Group – HealthCare Solutions (2019-03 – 2020-05)

• Conducted onsite client visits, inductions, scheme presentations and one-on-one consultations.
• Ensured completion of compliance and FAIS documentation.
• Managed client queries, medical schemes and gap cover provider engagement, wellness days and reporting.
• Prepared year-end and client presentations and maintained accurate CRM data.
• Provided product and procedure training to HR, payroll, and members.
• Built relationships with corporate clients, key decision-makers, medical schemes, and service providers.
• Provided advice to members and supported corporate consultants where required.
• Reason for Leaving: Retrenchment due to COVID

Business Partner at KTTS Consulting (2017-08 – 2018-12)

• Business partner within a healthcare consulting brokerage.
• Completed Key Individual requirements and Higher Certificate in Wealth Management (NQF 5) during this period.
• Reason for Leaving: Business failed due to financial reasons and inability to secure a Key Individual partner; took time to complete studies.

Healthcare Consultant at PSG Consulting (2014-07 – 2017-08)

• Drafted and presented strategic and operational reports in line with client service level agreements.
• Identified cross-selling opportunities and managed client relationships to support retention.
• Managed medical scheme year-end revision processes and client Health & Wellness events end-to-end.
• Maintained FAIS-compliant records of queries and provided and recorded member advice on scheme and option selection.
• Facilitated product training, on-site member help desks and advisory meetings with executives.
• Resolved escalated client and member queries and developed solutions to address process failures and client dissatisfaction.
• Compiled member communication and education material and maintained relationships with medical schemes and providers.
• Reason for Leaving: Start up own business

Client Services Agent (Broker Support) at Medscheme (Bonitas) (2013-07 – 2014-06)

• Resolved claims, membership, chronic medication, and other medical aid-related queries.
• Handled investigations, correspondence, member detail updates, and benefit confirmations for brokers.
• Supported hospital and chronic pre-authorisation processes and managed escalations and urgent queries.
• Reason for Leaving: Better offer at PSG

Client Liaison Officer at MOSO Consulting Services (2011-01 – 2012-05)

• Dealt with brokers, broker consultants, account executives and group contacts for VIP corporate clients.
• Built relationships with service providers and supported corporate client needs, query resolution and ongoing communication.
• Identified areas for improvement, assisted corporate consultants, and compiled monthly statistics.
• Reason for Leaving: Personal medical reasons

Client Liaison Officer at Resolution Health (2008-05 – 2009-06)

Client Services Agent at Metropolitan Health Group (2006-07 – 2008-04)

Higher Certificate in Wealth Management (NQF 5), 130 Credits in Wealth Management – Moonstone (2018)

Grade 12 – Glenvista High School (2003)