Edwin Chetty Email & Phone Number

City Of Cape Town, Western Cape, South Africa

•Oversee all service channels to ensure operational efficiency through optimal resourcing and performance monitoring.•Maintain high-quality execution within service channels by implementing service improvement initiatives based on quality assessments and feedback.•Design and implement customer service surveys, analyse feedback data trends, and identify opportunities for service improvement.•Review internal processes and systems impacting service delivery, advise on process alignment to customer expectations, and monitor implementation.•Manage client relationships, handle customer service escalations, and ensure exceptional customer care.•Benchmark service delivery mechanisms against other providers to maintain a leading position in customer service delivery.•Report regularly to Executive and Board on operational matters to ensure an organisation-wide customer service focus.•Set and manage the annual budget, ensuring effective resource and technology utilisation.•Provide supportive leadership, manage staff effectively, and motivate the team to achieve results.•Represent the business in customer governance structures, providing service delivery feedback and engaging in service improvement initiatives.•Optimise processes and procedures within operations across Africa.•Provide strategic input to optimise systems, technology, procedures, and communications across Operations.•Recommend operational structures and mandates to balance and reduce workforce headcount.•Drive improvement in NPS, CES, and CSAT.•Manage various departments: Complaints, New Business, Underwriting, Renewals, Commissions, Claims, Quality Assurance, Technical Specialists, and Client Services (including a 24/7 Prestige Service Centre).•Serve as a signatory for Operations in the Delegation of Authority up to R1 million.•Act as Implementation Manager and/or Business Lead for in-country systems migration from legacy to Cloud-based Oracle Health System.

•Provided strategic input in the set up and recruiting of Client Services staff at Brightrock.

•Managed a budget of over R20 million and crafted the Client Services strategy.•Improved service delivery using the latest technology, mitigating risks, and setting performance measures.•Developed and implemented a Client Communication strategy with multiple departments.•Enhanced operational effectiveness and ensured quality assurance in Client Services.•Led process optimisation projects and provided management, leadership, and strategic guidance.•Managed the following departments: Outbound Call Centre, Client Retention, Delivery and Channel Support, Inbound Call Centre, Renewals, Client Communication and Marketing, Correspondence, and Conservation team.

•Implemented the service level agreement strategy and various reporting lines.•Encouraged self-service to move calls from the contact centre to the website.•Managed a team of 24, overseeing contact centre performance and staff development.•Optimised business service delivery for clients, brokers, and franchises.•Compiled and managed budgets to promote effective operations.

•Designed and implemented claims processes within CMO, ensuring staff training.•Managed a team of 16, including claims assessors and administrators.•Reported on provisions and maintained monthly claims under investigation reports with the Head Actuary.•Implemented HR strategies including staffing, recruitment, compensation, succession planning, and performance management.•Ensured each staff member had a personal development plan reviewed bi-annually.

•Reported directly to the Managing Director, overseeing a budget exceeding R20 million.•Managed a team of 3 direct reports and supervised 15 indirect reports.•Led Operations team, ensuring efficient performance and delivery.•Controlled costs during research and development phases, optimizing resource allocation and outsourcing.•Recruited, trained, developed, and performance-managed staff to enhance capabilities.•Provided strategic input and solutions at various forums, representing Operations.•Conducted due diligence on outsourced partners and interfaced with third-party stakeholders.•Implemented a self-service website for clients and brokers, enhancing engagement.•Monitored and managed service level agreements with internal business units.

•Reported to the Deputy General Manager, overseeing operations.•Managed a budget exceeding R5 million.•Supervised a team of 48 staff members, including 6 managers across Call Centre, Back Office, and Claims departments.•Responsible for recruitment, training, development, and performance management.•Managed budgeting, forecasting, SLAs, chaired the Claims Review Committee, handled escalations, and provided performance reports to senior management.

•Manager: Liberty Life Disbursements.•Assistant Manager: Retirement Annuities and Investments.•Assistant Manager: Medical Payments.•Supervisor: Technical Training (Product and Behavioural skills).•Technical Trainer: Life Insurance Products.•Section Head: New Business and Underwriting.

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