Shenaaz Khan

Strategic customer operations and transformation executive with 20+ years of leadership experience across customer experience, contact centre operations, outsourced service delivery, sales operations, and operational excellence within financial services and insurance environments across Africa. Proven track record leading multi-country customer operations, managing outsourced partnerships, driving operational transformation, improving service delivery, and delivering customer-centric solutions aligned to business and commercial objectives. Experienced in stakeholder engagement, performance optimisation, governance, compliance, service delivery management, customer retention, and operational leadership within large-scale customer operations environments.

Recognised for building high-performing teams, strengthening operational performance, improving customer experience outcomes, and leading continuous improvement initiatives across complex regional operations.

Senior Account Manager - MSA - Location

(2024-08)

• Successfully scaled operational headcount from 60 to 190 employees within an 6–8-month period to support business growth and client delivery requirements.
• Improved operational profitability from 53% to 73% through performance optimisation, operational efficiency initiatives, and enhanced campaign management strategies.
• Improved sales conversion performance and campaign profitability through operational oversight, coaching, and performance management interventions.

Head Contact Centres - AIG

(2019-04 - 2024)

• Directed regional customer operations strategy across multiple African markets, aligning operational delivery to business and customer experience objectives.
• Managed outsourced vendor partnerships and operational stakeholder relationships, ensuring service delivery, governance, compliance, and performance standards were consistently achieved.
• Led operational excellence and customer experience improvement initiatives across sales, service, claims, and retention environments.
• Improved customer operations performance through KPI management, operational reviews, reporting analytics, and continuous improvement initiatives.
• Supported digital transformation and operational optimisation initiatives through enhanced reporting, analytics, and process improvement strategies.
• Strengthened governance, QA, compliance, and operational risk management frameworks across regional contact centre operations.
• Developed and coached high-performing operational leadership teams, strengthening performance culture, employee engagement, and operational capability.

Relationship Manager - AIG

(2014-04 - 2018)

• Managed outsourced customer operations and service delivery across multiple contact centre environments supporting sales and customer service functions.
• Successfully onboarded 3 contact centres within a 12-month period, ensuring seamless operational integration, stakeholder alignment, and service delivery readiness.
• Led the successful operational exit and transition of 1 contact centre within a one-month timeframe while maintaining business continuity, stakeholder alignment, and operational stability.
• Supported customer experience improvement initiatives through operational optimisation, quality assurance, and service delivery enhancements.
• Improved operational efficiency and stakeholder alignment through enhanced campaign management, operational reviews, and KPI performance monitoring.

Head of Training (Academy) - O'Keeffe & Swartz

(2010 - 2014)

Advanced in sales and operational leadership roles, gaining experience in performance management, coaching, customer engagement, team leadership, and operations.

• Managed training, coaching, and leadership development initiatives across 30 contact centre teams, supporting sales performance improvement and operational capability development.
• Increased business income by 10% through targeted sales coaching, operational capability development, and performance improvement initiatives.
• Improved overall call quality scores by 20% through structured coaching interventions, quality enhancement programmes, and operational performance management.
• Developed and implemented leadership and sales development programmes aligned to operational and business objectives.
• Successfully improved objection handling, sales effectiveness, and operational performance across customer engagement teams.
• Received Staff Recognition Award for the successful delivery of service and sales training programmes and contribution to operational excellence initiatives.

Sales Consultant | Sales Manager | Senior Sales Manager - O'Keeffe & Swartz

(1999-01 - 2014-01)

Advanced in sales and ops leadership in contact center environments. Built experience in sales performance, coaching, customer engagement, team leadership, and operational delivery.

Assistant - De Gussa

(1998-01 - 1998-11)

Area Manager - Retail Shu Per Save

(1992-01 - 1997-12)

NQF Level 5 - Digital Marketing - DSM - Digital School of Marketing (2024-01 - 2021-12)

SVQ Level 5 - Customer Experience Performance Leader - COPC EMEA (2022-01 - 2022-12)

NVQ Level 5 - Leadership Programme - VUKA Leadership (2022-01 - 2022-12)

Six Sigma Green Belt Certification - SixSigma (2021-01)

Regulatory Examination RE5 - Ingle Solutions (2018)

Management Development Programme (MMDP) - Gordon Institute of Business Science (2018)

Diploma - Occupationally Directed Education Training & Development Practices - MACCUVLE (2015)

Leadership Development Programme - Steven Covey Institution (2009)

Certificate of Competence in FAIS & Insurance Risk Management - Moonstone (2008)