The Arbinger Institute is a world-renowned management consulting and training firm and scholarly consortium that specialises in changing mindset. I work as the Director of Operations & Client Solutions, both facilitating the delivery of Arbinger’s programmes and consulting services across Sub-Sahara Africa and advising companies in the private and public sector, focusing on the development of leaders, teams and organisations.We change Mindset resulting in a change in behaviour and results. With proven results backing our theory, we facilitate Outward Mindset training sessions to companies looking to improve their overall operational efficiency through the implementation of the Arbinger principles of improved self-awareness, strong relationships, increased results, accountability and the reduction of conflict.

Since August 2014, has been leading the Sales Support Operations teams across Europe, initially covering Western Europe and South Africa and then since January 2015, covering all Central Eastern Europe (CEE), Turkey and South Africa.During these last 3 years, managed to provide more focus & energy on e2e customer mind-set and operational excellence within the Sales Support team. Created a lot more structure especially within the Compliance & Contract Management process area and put focus on alignment and standardization across the cluster, driving proactively for automatization tools. Established new ways of working within own Organization with clear tangible results in Sales Time Liberation and put much more focus on commercial value add activities especially driving the growth in the Services on the Road CVP. Initiated & supported the Growth Leadership Team in developing & implementing Arbinger's Outward Mindset change journey within the region to strengthen the way of working in a way that transforms self-accountability, collaboration, focus on results and relationships. This resulted in structured Self-Accountability Performance Discussions owned by the team member, a reduction in Victim Mentality, better communication between teams, especially between offshore Support Services and onshore Sales teams and ultimately a ONE Team approach with an effective way of working across multiple e2e partners, where people are much more conscious of the impact they have on each other and how they can help each other succeed through their efforts. Was also instrumental to lead, design & drive a global organizational change & transformation project (impacting approx. 150 Sales Support roles and moving these activities to off-shore hubs) across the 3 regions of CF. As a result own role ceased to exist effective Dec 2017.

Leading the Cape Town CSC’s Strategic Transformation journey as an active LT member, focused on 4 key priorities (Strengthen Leadership, Engage Employees, Live the Shell Standards and Improve Performance). Initiated and rolled out several successful engagement platforms (Skip level, Roundtable, 1on1 with OM) in my Organization. Focus was on building relationships with a very diverse group of people, creating a culture of openness and approachability.Put a team together to present monthly financial results and CSC KPI’s to ensure that the link between CSC work and the Commercial results of our business became clearer. Successfully developed & Implemented a Customer Intimacy based Channel Segmented Organization model which was aimed at freeing up Sales teams from Ops activities.Prepared, communicated with key partners, engaged with relevant staff and ultimately delivered efficiencies as part of the key strategic RTM change in the GC business. Actively pushing eServe uptake in the France Indirect channel with a clear focus on 2 customersCreated a clear vision target for the team (March 8.5 across all CSC components Result: best CSI result in the existence of GC BNF for March with an overall score of 8.4 and above 8.5 for GKA Customer Care for 3 months in a row since February this year. Managed to get all e2e partners onto the same sense of urgency to increase our CSI by leveraging strong relationships with key people. Created a clear close the loop process, accountability and communication of the analysis, improvement areas and actions.Created empowered e2e VM huddles. Based on our VP's feedback, the France VM huddle for GC was the best one he attended during his latest visit in the CSC.Effectively leading the EUAF C1st Network as the Regional focal point, managing a virtual team of 11 local focal points across different languages and cultures.Designed, developed and led a R&R programme for the CSC through a team of people called "People at Work - PAW).

Completed a 4 months intensive Dutch language training course. Successfully set up the NL Cards team (Commercial Fleet) in the CSC, handling the first Dutch customer queries out of Cape Town Centre.Active Relationship Management of Key Business Partners. Setup & Definition of the Global CSC BCP document - winning the VP Award for this. Development & Setup of a central Reward & Recognition Programme for the CSC. Successfully lead a team of Team Leaders on the Dutch Cards market(Commercial Fleet). Developed the "Digital Floorwalker", a visual information management tool.Created a manual Attendance Register for all staff in absence of the global tool HR online. Acted as Supervisor for Canada (5 months).

Leadership of 6 Supervisors across the German and Israeli MarketsStreamlining of Business Processes - improvement of the Call Checking QueueManagement of Floor Operations - creation of a Manager on Duty ReportControl and Improvement Planning of KPI's Performance & Quality Management of a Team of AgentsManager on DutyMotivating & Rewarding of StaffDeveloping CI in Customer OperationsIncreased the MCR (Customer Satisfaction) from 52% to 68% over a 6 month period - winning 1st place in Lufthansa Call Center Network

New Business Setup & BAU OperationsPrivate Cocktail Bar Caterings up to 200 paxRecruitment & Training of Service PersonnelMarketing Campaigns & Special Event Coordination - featuring local and international DJ's and Bands

Operational Camp ManagementRecruitment & Training of all PersonnelMonthly Expense & Revenue Reports, Stock ControlOrganization & Execution of Guest Activities & Tours

Management & Scheduling of Service StaffVIP Guest RelationsSetup, Organization and Execution of State Banquets, Cocktail Functions and Private EventsMenu & Winelist Creation

Manager on Duty and after hours ConciergeGroup & Individual Check-in/outHotel Reservations and Guest Complaints HandlingClosing of Guest Accounts, Cash-up and Night Audit Reports