Member of the Board of Management responsible for Mercedes-Benz Financial Services Credit Operations & Operations Department which includes Dealer & Retail Credit, Portfolio Management, Dealer Wholesale, Customer Services, Outsourced Vendor Management, Collections, Remarketing & Management of Strategic Projects & Systems.

Senior Executive of the Leadership Team. Responsible for Mercedes-Benz Financial Services Operations Department which includes Retail Portfolio Management (Contract Activation & Management), Customer Services, Outsourced Vendor Management, Collections, Remarketing & Management of Strategic Projects & Systems. Stand-in for Sales & Marketing for 3 months (Oct-Dec 2019) responsible for all sales activities including Insurance as well as Brand Partner relationship.

Head of Operations: Contract Portfolio Management for Retail & Operating Lease products. Vehicle Remarketing & Contract Maturity (residual value maintainence). Facilities Management, Procurement Management, Customer Services. Coaching & Mentoring.

• Develop and support MBFS ME's customer relationship management (CRM) strategy along with business stakeholders and sustain performance against present KPI's.• Establish and manage the Contact Centre and Contract Management outsourced SLA (between Mercedes Benz Financial Services South Africa and UAE), ensuring compliance, a sound partnership and the alignment of strategies.• Build, manage and maintain collaborative relationships with Daimler Middle East & JV business partners in order to ensure delivery of benchmark customer service experience against CSI targets.• Contract initiation, activation, life cycle management and termination responsibilities measures by preset KPIs.• Budget forecast and cost control for the Operations Business Unit.• To manage the SLA across borders/intercultural as well as all processes within a finance and fleet management value chain.

• Manage Mercedes Benz Group of Companies (MBX) Contact Centres processes and procedures. • Establish and manage operational target. Develop strategy along with stakeholders (Brands/Dealers). • Develop and maintain the value of Customer Service to business, key deliverer of the Brands customer experience. • Prepare and manage the department’s annual budget, reconcile the monthly operating expenses to budget, for all employees costs and benefits including training costs.• Supplier Management of the SLA between Mercedes Benz and Aegis Call Centre (outsourced). • Revenue generation in terms of Mercedes Benz products (Finance & Insurance). • Manage the Call Centre systems including SAP CRM, Goldmine, Galaxi, SAP Finance HEAT, and the telephony automatic call distribution (ACD) systems. • Ensure strong working relationship with After Sales Warranty & Technical Department of Mercedes Benz. • Attend to Dealer concern management. Manage the overall customer complaints involving Dealer, Technical & Warranty departments (After Sales)

Manage the Service Level Agreement between Government (Provincial Government and South African Police Services) and WesBank Auto. Attend and chair monthly Provincial meetings with senior government officials. Analysing vehicle fleet statistics and making recommendations for improvements.Contract Supplier management of outsourced service providers Automated Fuel Services (electronic fuel dispensers) and Glenrand MIB (vehicle fleet insurance). Consultancy to the Government User departments regarding correct specifications in respect of vehicle selection criteria against respective job type.

Managed a team offering fleet management (managed maintenance) services to passenger and commercial vehicles on behalf of fleet customers.Customer account management including chairing operational meetings and providing pro-active solutions to key fleet customers (National & Provincial Government & South African Police Services).Managed franchised dealers and third part suppliers to improve service experience and turnaround times monitored against service level agreements.Management of the overall Repairs and Maintenance costs identifying vehicles with high burn rates and replacement thereof.The timely replacement of vehicles which is a process that requires the ability to predict asset lifecycles based on costing information, utilization and asset age. Management of the contact centre processes and technology, including aspect, IVR technology and nice voice logger.

Managed and developed a team in support of the departments fleet management responsibilities (fleet of 6500 passenger and commercial vehicles on managed maintenance).Developed and optimized the required systems and processes inclusive of organization structure and training to deliver a cost-effective fleet management service.Managed all department suppliers to ensure service levels were maintained (including various vehicle dealers) through setting of service levels agreements.Played a proactive role in warranty, recall and maintenance control (including analysis of serious failure and warranty claim success rates).Develop and manage the departments budget and reduce operational costs.Exceptional verbal and written communication to internal and external stakeholders.

Responsible for the management of vehicle fleets through reduction of costs by challenging the required repairs and or inspection of vehicles.Management of company car fleet (50 vehicles) in respect of vehicle delivery and collection, pre & post inspections, handling of the repairs and maintenance process, accident management, license and fine management.Assisting with authorization of vehicle repairs in line with the vehicle manufacturers specifications.Ensuring dealer invoice is in line with the manufacturers agreed labour times & rates and parts pricing (inclusive of fleet discounts).Assisting in compiling legal affidavits for the South African Police Services due to fraudulent transactions between the driver of the fleet company and the respective dealer.Inspection of dealer workshop according to defined minimum standards in respect of accrediting the workshop (inclusive of relevant tools) and workshop staff.Responsible for dealer audits with regards to verification of minimum standards as well as auditing vehicle history records up to 3 years prior.Analyse running costs of vehicles and motivate replacement of vehicles due to high burn rates.

Instrumental in improving the quality, service and performance of the Customer Services Centre (Contact Centre) at Mercedes Benz which resulted in winning the following awards; Consistently increased the overall Customer Service Index (CSI) score for Mercedes Benz South Africa (increased by 2% between 2007 & 2009).