Shoma Sukdeo

I am an accomplished Service Operations and Financial Services Team Leader with over 20 years' experience in healthcare administration, including more than a decade in people leadership roles across service operations, call centres, credit control, membership, finance, and quality management. I have proven ability to lead high-performing teams, consistently achieve SLA and turnaround targets, delivering accurate, customer-focused service within highly regulated environments. I am highly skilled in operational performance management, coaching and mentoring (GROW methodology), process optimisation (Lean Six Sigma), ISO-accredited quality management, risk & compliance, and stakeholder engagement.

Having a strong track record of driving continuous improvement, improving team capability, enhancing service delivery, results and supporting financial and cost management objectives. I am recognised for building inclusive, engaged teams and translating strategic objectives into effective day-to-day operational outcomes.

Team Leader Service Operations at Afrocentric Health (Medscheme) (2024-05 – Present)

• Leading, mentoring and supporting diverse teams of back office and call centre agents. Commitment to the service care charter.
• Managing the care journey end to end.
• Work force management and quality control.
• Performance management.
• HR matters and servicing strategic brokers.
• Lead high-performing service operations teams.
• Improving service delivery, efficiency, and SLA performance.
• Coach and develop staff to improve capabilities and engagement.
• Manage change, escalations, and operational risk effectively.
• Delivering results in fast-paced, deadline-driven environments.

Team Leader Credit Control at Afrocentric Health (Medscheme) (2015-12 – 2024-04)

• Leading, mentoring and supporting diverse teams of credit controllers.
• Performance management.
• Adherence and compliance to SLAs and TAT.
• Managing risks and costs.
• Driving team morale.
• Internal and external audits.
• POPIA, ISO and HR matters.
• Led and developed high-performing credit control teams, driving accountability, engagement, and consistent achievement of collection targets.
• Reduced debtor days (DSO) through improved team workflows, prioritisation of high-risk accounts, and enhanced follow-up strategies.
• Improved cash flow and working capital by implementing disciplined credit control processes and monitoring payment trends.
• Successfully coached and mentored team members, resulting in improved individual performance, skill development, and succession readiness.
• Implemented effective performance management practices, including clear KPIs, regular feedback, and corrective action were required.
• Strengthening credit risk management by enforcing credit policies, reviewing credit limits, and proactively identifying potential bad debt.
• Reduced aged debt and bad-debt exposure through early intervention, escalation management, and structured payment arrangements.
• Produced accurate and timely aging, forecasting, and performance reports to support informed decision-making by senior management.
• Demonstrated strong decision-making and negotiation skills in high-pressure, deadline-driven environments.

Senior Credit Controller at Afrocentric Health (Medscheme) (2004-08 – 2015-11)

• Setting of quality standards, policies, procedures.
• Facilitate workshops and team engagements.
• ISO accreditation including training, auditing and maintenance of full accreditation.
• RCA investigations, identifying process gaps and training needs.
• Risk management.
• Full debtor's function, book value +R100 million consisting of both group and individual debtors.
• Reduced debtor days by implementing stricter credit controls, proactive follow ups and improved customer communication and improved cash flow
• Reports - providing clear insights into risk and performance.
• Managed high-value debtor books with minimal bad debt
• Enforced credit policies and improved reporting accuracy
• Strong stakeholder engagement and deadline management
• Consistently met or exceeded collection targets in a fast-paced, deadline-driven environment.
• Demonstrated strong negotiation skills, securing payment arrangements while maintaining long-term customer partnerships.

Credit Controller at Afrocentric Health (Medscheme) (1999-01 – 2004-07)

Credit Management 1, 2 and 3 – Institute of Credit Management, Damelin Business School (2011)

Coaching for Leaders – Medscheme Inhouse Training and Learning (2009)

NQF Level 4 – Generic Management in Management – Medscheme Inhouse Training and Learning (2018)

Lean Six Sigma (Green Belt) – Canopus Business Management Group (Udemy Academy) (2022)