Nizaam Hendricks

Team Manager

Talent

23 Okiep Road, Rondebosch East, 7780Member since June 25, 2026

SLA managementPerformance ManagementDisciplinary actionCall centre operationsBack office processesQuality assuranceProcess improvementReport writingNegotiatingMS WordMS ExcelMS OutlookMS OfficeDesktop PublishingCompliance management in respect of Data Protection ActPerformance Management of staffRecruitment, Training and Coaching of Back Office staffCommunication Back Office processesProject Champion for: Team Dynamic –Training Initiative

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SLA managementPerformance ManagementDisciplinary actionCall centre operationsBack office processes

About

Daily SLA management of staff and KPI Coaching, Feedback, and development of staff Customer credit management in line with policies and procedures

Experience

Team Manager - Capita SA

(2017-02)

Daily SLA management of staff and KPI
Coaching, Feedback, and development of staff
Customer credit management in line with policies and procedures
Disciplinary action as per company guidelines
Escalations received via call centre
Sick and Absence Management via attendance review procedure
Schedule Adherence

Team Leader - Samwumed

(2015-06 - 2017-02)

Managing call centre, claims, correspondence back office and service desk staff and processes
Ensuring accurate logging and resolution of all high-level complaints received via the Council for Medical Schemes as per the act
Co-ordination and presentation to the Board of Trustees of all Ex-Gratia requests
Ensuring compliance of daily SLA in the call centre, claims department, service desk and correspondence back-office processing of all leave and overtime requests for the business unit
Performance management of staff in accordance with KPI Coaching and training of staff
Conducting interviews and recruitment of new staff
Instituting of Disciplinary actions in line with company policies and procedures
Communication to staff of all operational and compliance related objectives
Ensure resolution of social media complaints received via various channels e.g., Face Book Updating of call centre, claims, correspondence and service desk back office processes for greater efficiency
Dealing with escalations received from call centre, correspondence and service desk and BOT
Co-ordination of year end tariff testing and updating tariff changes in line with Scheme Rules
Checking content and layout of monthly member statements for distribution Daily reporting of all IT Related incidents Daily reports on all SLA in the Business Unit

Client Relations Officer - Metropolitan Health Group (GEMS)

(2012-09 - 2015-05)

Reason for leaving: Position redundant.

Resolution of High-Level Scheme Complaints received in back offices –Admin
Resolution of High-Level Scheme Complaints received via CMS
Resolution of High-Level Scheme Complaints received via Fraud line
Resolution of Complaints received High Level Scheme Complaints
All communication channels
Acknowledgement/implementation respectively of Compliments and Suggestions
Trend Analysis of service break down and reporting accordingly
Escalations and interacting with Service Provider Networks Externally/Internally
Continuous Process Improvement Projects

Call Centre Manager (secondment) - Metropolitan Health Group (Bankmed)

(2011-02 - 2012-08)

Reason for leaving: The position became redundant as MHG lost Bankmed as a client.

Managing a staff compliment of 40 individuals including 4 Team Leaders and a workforce planner
Managing Call Centre operations/communications/quality assurance
Managing Client specific SLAs
Design, and implementation of Call Centre processes flows
Performance management/disciplinary action against staff
Manage work force planners/forecasting/schedules/leave for call centre
Managing the output of the Client Service Teams/Team Leaders
Manage administration of the department/sign-off stale claims/approve over-time
Resolve client escalations and follow-ups
Recruitment/interviews –call centre staff
Identify need and viability of project that is to be developed

Team Leader Back Office - Metropolitan Health Group (Bankmed)

(2008-07 - 2011-01)

Reason for leaving: Promotion to Call Centre Manager within company

Management Back Office processes, quality, and staff
Manage Back Office workflow
In-bound and outbound call centre
Managing Frequent Caller report
Managing Pending report
Managing of Client Services Complaints, Owner of Complaints Mail box
Quality Assurance Written Responses to members
Case studies
System Enhancements to facilitate workflow
Manage Admin in Back Office
Project Champion for: Complaints Resolution –Internal Complaints Resolution -Outbound
Project Champion for: CS Novelty –Call Centre Back Office
Project Champion for: CRM call centre integration –Workflow Pending

Team Leader Call Centre - Metropolitan Health Group (Bankmed)

(2005-11 - 2008-06)

Manage and control workflow and processes within client services
Ensuring compliance with agreed service level agreements entered into with the client
Control and manage quality output of team in terms of verbal and written communication
Ensure team adherence to schedule
Performance management of staff
Ensure team productivity compliance and motivation
Facilitate and drive projects
Problem solving in all areas to ensure efficiency of the client services division
Manage staff and constantly identify training needs and facilitate accordingly
Compiling and interpretation of correspondence reports
Supervise and monitor staff
Granting of leave request
Investigation and resolving of high-level enquiries
Signing off special claim batches
Arranging of overtime

Customer Services Advisor - Metropolitan Health Group (Bankmed)

(2004-07 - 2005-10)

Reason for leaving: Promotion to Team Leader position.