Stepping into the role of Head of Operations at Voyc, I'm excited to leverage my experience to drive operational excellence and financial stability across the organisation. Building upon my previous role as Senior Operations Manager, I'm now taking on a broader leadership position, overseeing key operational areas while also shouldering crucial financial responsibilities.My core focus remains on optimising efficiency and streamlining processes across all departments. This includes:- Automation and Technology Implementation: Leading the charge in identifying and implementing automation solutions through tools like Zapier, Power Automate, and custom scripts to maximise efficiency and reduce manual tasks.- Project Leadership & Integrations: Spearheading key projects, ensuring seamless implementation and utilisation of new tools and technologies to enhance our service offerings.- Customer, Prospect & Partner Relations: Building and nurturing strong relationships with our customers, partners, and prospects, overseeing onboarding, support, and ensuring their continued satisfaction.- HR & Team Management: Leading the Operations department and collaborating with other departments to foster a positive and productive work environment through effective HR practices and team development initiatives.In addition to these operational aspects, I'm also taking on critical financial responsibilities, including:- Runway & Cash Flow Management: Maintaining a clear view of our financial runway, forecasting future needs, and suggesting budget adjustments to ensure long-term stability.- Payments & Supplier Management: Overseeing timely payments to suppliers, managing vendor relationships, and negotiating to optimise costs and ensure financial health.- Compliance & Cost Optimisation: Ensuring adherence to company laws and tax regulations, managing inter-company agreements, and constantly seeking opportunities to optimise costs and improve efficiency.

In my expanded role at Voyc, I continue to serve as the Senior Operations Manager, overseeing critical aspects of our operations while taking on additional financial responsibilities. My commitment to driving operational excellence remains unwavering, and I have further extended my impact to ensure the financial health of the organisation.Now, with an expanded role in finance, I am entrusted with several key responsibilities, including:- Runway and Cash Flow: Monitoring our financial runway, maintaining up-to-date forecasts, and suggesting budget changes to extend our financial stability.- Payments and Supplier Management: Ensuring timely supplier payments, authorising urgent payments, and managing supplier relationships to safeguard our financial health.- Bookkeeping: Preparing for audits by meticulously reconciling transactions, automating invoice/receipt processes, and maintaining accurate financial records.- Revenue Collection: Ensuring prompt client payments, managing invoices, and sending reminders for overdue payments.- Key Performance Indicators: Sharing financial performance metrics with the team and investors to keep all stakeholders informed.- Compliance: Ensuring tax payments are made on time, complying with company laws, and managing inter-company agreements and reporting requirements.- Cost Optimisation: Managing vendor relationships, optimising subscriptions, negotiating discounts, and monitoring expenses to enhance cost-effectiveness.In this multifaceted role, I continue to drive efficiency, excellence, and financial stability across our organisation, while taking on new challenges in the realm of finance.

In my role as Senior Operations Manager at Voyc, my primary focus lies in driving operational efficiency and excellence across the business. Harnessing the power of data analytics, I've integrated diverse data points into a centralised dashboarding system, offering critical insights to aid decision-making. I oversee the tracking and progression of our Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs), ensuring our operational goals align seamlessly with our overall business strategy. As a liaison between clients and our organisation, I remain committed to providing an exceptional customer experience, swiftly resolving any concerns, and strengthening our commitment to promoting fairness and customer-centricity.Efficiency is a core part of what I believe in, and as such have implemented numerous automations to aid efficiency. I created multiple customer onboarding automations, including personalised GPT-driven welcome emails, contributing to a scalable yet personalised customer journey as well as developed a referral program with comprehensive automations, facilitating a seamless experience for both referrers and the company.

As an Operations Manager at Voyc, I steered the operational strategy with a strong focus on data-driven decision-making. I spearheaded the integration of our diverse data points into a centralised dashboarding system, significantly enhancing our ability to track performance metrics and make informed decisions. I played a pivotal role in monitoring and progressing our Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs), ensuring alignment with our organisational goals. My dedication to operational excellence and efficiency was instrumental in streamlining processes, improving customer service, and ultimately driving Voyc's mission of empowering regulated companies to handle every customer interaction with consistency and care.By Implementing these metrics we were able to reduced Intercom response time significantly, achieving a "usual reply time of under 15 minutes," enhancing customer experience and setting a new company standard. There was a need to implement a ticketing system for efficient request management, staying within SLA requirements and fostering a data-driven team environment through real-time KPI tracking and reporting. This included introducing and incorporating WhatsApp support within Intercom, offering customers their preferred communication medium while centralising support efforts.

In my subsequent role as Product & Operations Manager, I took on a broader remit encompassing both product development and business operations at Voyc. Here is where I established a customer support function, growing the team from myself to four, enhancing customer satisfaction and operational capability. I implemented SLAs for customer responses and resolutions, improving service quality and setting clear performance benchmarks.

In my role as Product Owner at Voyc, I spearheaded the direction of our Agile development team, shaping the product roadmap and managing the product backlog. I focused on enhancing customer experience, employing data-driven strategies to refine our product features and onboarding processes. I also liaised between clients and our organisation, swiftly resolving customer issues, and managed potential roadblocks to our sprint goals. Keeping a close watch on market trends and competition, I ensured our product strategy remained dynamic and customer-centric, contributing significantly to Voyc's mission of promoting fair treatment for companies and their customers.

As Operations Manager with International Project Management experience, I have a well-rounded background in SCRUM and refined talents in performance optimisation, product planning and release management. Additionally, through continuous learning, I have grown my project management and product ownership skills. My current role has strengthened my teamwork, critical thinking abilities, focused attention to detail and strategy skills. Using these skills, I have honed my ability in creating a healthy backlog of User Stories that I prioritise in a way that bests creates value for the user and customer. I am experienced with the Atlassian Suite and administered iterative changes that optimised the development workflow to prioritise the User Stories and Features by the delivery value to the customer.

Life and Brand Portfolio (formerly the Harbour House Group) was founded in 1998 when Harbour House first opened its doors in Kalk Bay. Over the last 20 years, the group has built a respected reputation as a leading experiential dining company in South Africa, a now must-visit country on the global foodie map.My role was front of house waiter at Harbor House restaurant in the V&A Waterfront - Cape Town

Managing Director of Famous Foam, a commercial laundry company.Key achievements and responsibilities included:• Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.• Managed day-to-day business operations, including accounting, finance, HR, marketing and public relations.• Consulted with customers to assess needs and propose optimal laundry solutions.• Reconciled daily sales, returns and financial reports with Sage and QuickBooks.• Established, optimised and enforced business policies to maintain consistency and high-quality standards.• Maintained financial stability through regular business forecasting and successful budgeting.• Kept costs low by managing overhead, labour hours, and consumable expenses.• Built Famous Foam from the ground up, including funding operations and writing business plans.• Complied with industry regulations by setting up robust internal controls.• Met business demands by keeping operations scalable and employees adaptable.• Prevented legal entanglements and unnecessary liabilities with sound risk management policies to comply with all applicable legislatures.