David Johnson Email & Phone Number

South Africa

I am an experienced Operations Service Level Agreement Manager with a strong background in optimizing SLAs, process improvement, and client satisfaction. My skills include analyzing processes, identifying pain points, and implementing innovative solutions to exceed service level agreements. I have a proven ability to collaborate with stakeholders, drive efficiency, and achieve or exceed financial targets. I am adept at building and maintaining client relationships and ensuring business processes align with strategic goals.As an Operations Manager Service Level Agreement, I am responsible for overseeing and managing the service level agreement (SLA) processes within Nedbank to ensure the highest standards of service quality and performance. My role involves:* Establishing and monitoring compliance with SLAs to ensure the delivery of exceptional service.Identifying and addressing financial targets in alignment with the organization's goals.* Tracking turnaround times and performance against SLAs.* Analyzing processes and identifying areas for improvement to enhance efficiency and reduce costs.* Building and maintaining strong relationships with clients, vendors, and internal stakeholders.* Sharing knowledge and information with peers and teams to drive awareness and improvements.* Collaborating with cross-functional teams to support the achievement of the organization's strategic objectives.

South Africa

As an Operations Team Manager at Nedbank, I was responsible for supervising and managing a team of employees within the bank's operations department to ensure efficient workflow, compliance with policies and procedures, and the achievement of departmental goals. My key responsibilities included:* Meeting Service Level Agreements (SLA) by managing processing activities within agreed timelines and parameters.* Minimizing financial and reputational risk by ensuring the accuracy of processing activities.* Increasing Nedbank's market share and revenue by identifying and referring marketing opportunities to relevant clusters.* Implementing a professional customer interfacing environment by managing teams to respond to and action customer requirements within agreed SLA, turnaround times, and risk parameters.* Ensuring compliance and maintaining clean audits by managing the implementation and adherence to all processes and procedures.* Creating a culture of continuous improvement by identifying opportunities and implementing enhancements to processes, procedures, and/or systems.* Making and implementing informed business decisions by analyzing operational/business reports.Optimizing productivity by implementing capacity management principles.Ensuring business continuity by drafting, updating, and testing Business Continuity Plans (BCPs).* Managing the performance of staff by implementing performance agreements, providing regular feedback, recognizing achievements, and taking corrective action where required.* Contributing to a culture conducive to the achievement of transformation goals and participating in Nedbank Culture-building initiatives.

South Africa

As a Continuous Improvement Specialist at Nedbank, I was responsible for identifying and implementing process enhancements and efficiency improvements across the organization to enhance overall operational performance and customer satisfaction. My key responsibilities included:* Identifying and improving all existing processes in the operations environment to improve efficiencies, reduce costs, eliminate waste, and increase customer satisfaction.* Identifying and facilitating process improvement projects and training workshops to drive cultural change.* Conducting root cause analysis to determine the issues negatively impacting customer expectations and service level agreements.* Applying change management principles to improve outputs and streamline processes.Building relationships with internal and external customers and collaborating with the Process team, Legal, and IT to successfully implement changes.* Participating in planning, implementing, and testing innovative ideas or innovations to drive efficiency and reduce costs.* Leading the Innovation forum to encourage staff to look for new ways to improve processes and eliminate waste.* Mapping new processes and sharing best practices with other divisions to improve service delivery.* Investigating and implementing innovative ideas to improve efficiencies and reduce costs.* Driving the innovation forum to motivate staff to look for new innovations and ways to improve the client experience and grow market share.

South Africa

Involved in property investment activities. My role involved managing portfolios, analyzing market trends, and making strategic decisions to maximize returns for the bank's clients.Key responsibilities included:* Serving as support for all technical requirements for team members.* Managing productivity and workflow, including training new team members.* Assisting staff with development plans and handling HR issues.* Delegating workflow and monitoring daily volumes, meetings, and risk management.* Building relationships with stakeholders, developers, branches, and builders.* Participating in audit reviews to ensure compliance and control.* Functioning as a Project Manager to ensure property projects were completed as agreed.* Managing all contracts signed between the bank and stakeholders.* Managing all performance agreements.

Certificate, Behavioral Sciences, Grade 5

Activities and Societies: Behavioral Economics for Developing Countries Behavioral Economics for Developing Countries

Diploma, Counseling Psychology

Junior Management, Business Administration And Management, General, Nq Level 5