Kenosha Naicker Martin

Business Consultant with 30+ years of experience diagnosing operational bottlenecks, redesigning workflows and delivering measurable, data-driven improvements for enterprise clients across banking, financial services and telecommunications. Skilled at running discovery and stakeholder interviews, translating findings into structured recommendations for executive audiences, and leading cross-functional teams through implementation to sustained adoption. Progressed from Contact Centre Agent to Head of Operations of a specialist consulting practice, building and leading a 6-person consulting team and advising 8 major enterprise accounts.

Experienced with data and reporting tools including QlikView, Softcom and CRM platforms, and an active user of AI tools (ChatGPT, Claude, Copilot, Gemini, Perplexity) to accelerate analysis and documentation.

Head of Operations - Ninzi Connect Software

(2024-01 - 2026-06)

• Led Customer Success, Professional Services and delivery for a specialist consulting practice, acting as executive-level trusted advisor on the firm's two flagship engagements through to the company's closure in June 2026.
• Directed an enterprise transformation programme spanning 200+ project participants and future-state process design for approximately 900 end users.
• Partnered with the sales team to qualify opportunities, lead discovery workshops and translate business challenges into solution strategies for senior stakeholders.
• Sustained a decade-long client relationship through consistent delivery quality and stakeholder confidence.

Business Solutions Manager - Ninzi Connect Software

(2015-01 - 2024-12)

• Served as executive-level trusted advisor across a portfolio of 8 major enterprise accounts spanning banking, financial services and telecommunications.
• Led a team of 6 consultants across discovery workshops, business analysis, solution design, testing and change management for complex, multi-stakeholder transformation programmes, managing several engagements in parallel.
• Directed the delivery relationship for major banking and telecommunications accounts including Standard Bank, ABSA and First National Bank.
• Coached and mentored consultants through live client engagements, developing them into confident, independent solution leads.

Solution Consultant - Ninzi Connect Software

(2010-01 - 2015-12)

• Built the firm's early consulting capability, running discovery, requirements gathering and solution design directly with client stakeholders.
• Delivered hands-on implementation, testing and administrator training on major banking and financial services accounts.

Dialler Manager - Standard Bank South Africa

(2008-01 - 2010-12)

• Owned enterprise outbound dialling strategy, analytics and performance optimisation across major consumer lending and collections business units.

Contact Centre Manager - Norton Lambrianos

(2005-01 - 2008-12)

• Managed full contact centre operations, including outbound campaigns, supervisors and business performance.

Dialler Administrator → Team Leader → Contact Centre Agent - Edcon

(1995-01 - 2005-12)

• Progressed from frontline agent to workforce planning and predictive dialling configuration, building the operational foundations for a 30-year career in customer engagement and process improvement.

Key Consulting Engagements & Measurable Impact - Multiple Clients

• Standard Bank — Led consulting across Collections, Home Loans, Vehicle & Asset Finance, Credit Cards, Insurance and Digital Sales; automated campaign preparation and lifted customer contactability by ~30%.
• ABSA — Lead Solution Consultant for CRM integration, fraud operations transformation and reactive blending.
• First National Bank — Directed onboarding, a Collections optimisation programme and platform upgrades, improving contactability by ~30%.
• Tracker — Customer Engagement Lead on a cross-functional IFS transformation programme; led journey-mapping workshops, business analysis and solution design for ~900 future-state users.
• Bayport Financial Services, Vodacom, MTN, African Bank — Delivered process optimisation, capability-building and campaign performance improvements across telecom and financial services contact centre operations.