Senior Manager, Business process & WFM/Resource planning Manager - The Foschini Group - Cape Town
(2022-08)
In this portfolio, I spearheaded a workforce management strategy, department and service framework which drove and improved productivity, cost, and customer experience. I led strategic initiatives, focusing on the change of workforce culture and transformation, embedding productivity standards for retail as well as generating the labour models and matrixes.
- Formulating headcount modelling, workforce sizing and resource planning, leading research and benchmarking on world-class operational resourcing and capacity planning practices
- Championing learning and change management interventions as the subject matter expert and content developer
- Consulting with Executive Leadership on mergers, acquisitions and brand initiatives
- Facilitating cross-functional team cooperation on new strategies, interventions and joint KPI's
- Interrogating all solutions and practices to ensure full alignment with the regulatory frameworks
- Conceptualising and rolling out a number of high-profile, sustainable and profit-enhancing initiatives such as: Implementing end-to-end digital mobile workforce management solutions
- Overseeing workforce transformation of 2000 employee roles and maintaining 30,000 employees
- Achieving 20 Million Rands in payroll savings, reducing overtime spend by 10% while increasing employee engagement
- Chaired weekly meetings with executive leadership to identify opportunities for improvement, establish milestones, and tailor products to individual markets
- Developed initial sales roadmaps and market strategies to promote successful product launches
- Improved productivity while reducing staffing and operational costs by 10%
- Designed a modern employee recognition program which boosted productivity and improved morale
- Monitored daily operations and implemented changes to maintain the highest quality of care for each patient
- Enhanced and redefined organizational structure to maintain a competitive edge across territories
- Communicated with customers and vendors positively with particular attention to problem resolution
- Created, managed, and executed business plans and communicated company vision and objectives to motivate teams
- Processed vital documentation, completed forms and obtained appropriate insurance verification and authorization for services
- Assisted with hiring process and training of new employees
Senior Resource Planning & MI Manager - Capita SA - Cape Town
(2019-08 - 2022-07)
- Create Business Enterprise Dashboards Reports driving Financial performance
- Built customer-centric insights into respective industry deliverables
- Managed sustainable-related data projects through all stages: ideation, modeling, data collection, data analysis, data visualization, and reporting
- Participated in governance team discussions and provides a strong voice on critical decisions
- Developed and utilized predictive analytics models to forecast the impact of actions across the business
- Formulate budget assumptions and future resource requirements for existing clients and work with Finance and Operational teams to agree on long-term budgets
- Proposed innovative potential future revenue streams and been an instrumental part of the bid process by designing innovative and cost-effective resourcing solutions
- Response analysis (Sales and conversion rate), revenue attribution, ROI, fulfillment reports
- Developed predictive model to forecast sales trajectory
- Generate strategic development workforce management Models that ensure the resource fit is in line with the forecast demand
Head Of Planning (MI&BI and WFM&Dialler Analytics) - Tenacity Financial Services - Cape Town
(2017-07 - 2019-07)
- Reviewed Business Intelligence portal and ensured fast access and retrieval of various data
- Assisted BI Architecture team in developing efficient and reliable BI solutions
- Ensured that standards for technology and business process are established
- Developed the Business Intelligence product portfolio and roadmap
- Worked with Business Directors; shared best practices and worked towards scalable solutions across the enterprise
- Identified and researched new technology opportunities
- Played a strategic role in the design, development, and execution of new products, campaign design, business rules, scalable solutions, new dialer technology, and methodologies
- Supported Data dessermination across business stakeholder, such as support units
- built internal MI dashboard that allowed easy acess for all internal business stakeholders
Services Delivery Manager - Webhelp SA - Cape Town
(2016-10 - 2017-07)
- Communicates day-to-day performance to clients as needed
- Wrote and ran data queries using appropriate analytic software programs eg MYSQL and SQL Server queries, VBA and Macros leveraging impression user data ad server information
- Provided strategic campaign measurement recommendations that correlate to the targeting and brand objectives
- Document requirements specifications using high-maturity methods processes and tools
- Produce visualization user experience and configuration elements of solution design
- Tracking system and process downtime across the market and report back monthly on trends to senior management to drive down lost time
Technical Account Manager - Amazon Development Centre - Cape Town
(2014-08 - 2016-09)
- Technical assistance with changes product information on the Amazon website
- Liaise with other departments such as Customer Service Merchant Investigations or Payments teams as required to resolve Seller's issues and questions
- Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions
Data Analyst - Top - Cape Town
(2009-12 - 2014-07)
Responsible for overseeing the day-to-day dialer operations of multiple call centers for Top Marketing timeshare divisions in Langebaan, Canal Walk, and Cavendish, Stellenbosch which included performance as a liaison between dialer and call center sales.
- Loading of all agents to appropriate campaigns and troubleshooting of all on the floor issues such as equipment and computer lockups
- Managing the dialer and lead databases
- Uploading the leads to the dialer
- Troubleshooting the dialer, management of the lead input and results, ensuring timely backup of all databases and recordings for verifications, and updating the CIM lists
- Dialer scripting, and campaign building
- Database filtering and management
