Ivan Vosloo Email & Phone Number

South Africa

Responsible for defining and enabling a clear customer experience strategy in the organization that translates into clear commercial success and in line with the organizations Strategy and Vision. To sustain and further mature the customer focused culture and define a clear customer experience strategy in order to translate the voice of the customer and employees into actionable insightsDrive the design and implementation of a voice of customer (VOC) program (customer satisfaction, customer engagement levels, loyalty, NPS, experience feedback, etc) across business units. Co-present findings of customer research, including customer experience and satisfaction measurement results, to business unit management teams. Drive root cause analysis initiatives to identify improvement opportunities across business units to rectify any issues / problems or capitalize on any opportunities which were identified through the VOC programs. Perform assessments on business units to establish the maturity of their customer management capabilities based on the CMAT customer management framework. Assist in identifying corrective actions and developing roadmaps to drive the implementation of the corrective actions based on the outcome of the customer management assessments. Engage with external suppliers / vendors / contractors whose services might be required to optimize the way in which Hollard manage its customers. Assist in creating and driving a culture of customer focus within the business units Assist with building one view of customers across business units Assist in customer analytics to create a better understanding of customer value (current and potential). Manage selected projects within the Customer Centricity team through the complete project life cycle. Ensure that all customer regulatory requirements are in place and executed on.

Johannesburg Area, South Africa

• DWOR - Daily Productivity Stats and Progress• Monthly and weekly reporting• Assist agents with defining Individual Development Plan (IDP) and attaining the goals set out in these IDPs.• Define when required Personal Improvement Plans for agents that need to improve.• Ensure that the process is implemented• Action plans for improving individual performance• Action plan to improve entire team performance• Action plan to improve behavior• 1-on-1 session: once a month with documented outcome• Dealing with irate customers• Conduct the daily morning huddles• Complete monthly reporting.• Manage leave planning.• Manage training schedule.• Leave planning and management• Provide feedback to teams and management regarding progress on actions taken.• Motivating team and ensure team cohesiveness. • Managing and resolving any complaints received and risks identified.• Manage the staff rewards and recognition plan i.e. Wall of Fame• Define and execute action plans for the day, week and/or month taking inconsideration priorities, context and dependencies.• Identify Stop, Start and Continue opportunities that will improve their teams overall performance• Build a relationship with group complaints• Build a relationship with the customer centricity team• Monitoring and evaluation that the complaints process is adhered too.

South Africa

To support in the deployment and management of foundational customer experience practices and continuous improvement capabilities across the business value chain through alignment of practices and processes and the implementation of customer experience initiatives aim at supporting the Customer Experience aim. Drive the implementation of a voice of customer (VOC) program across business units: Engage with suppliers / vendors / contractors whose services might be required to optimize the way in which the company measures and improves customer experience: Create and deliver weekly, monthly and quarterly reports to all internal stakeholders. Assist in building of a culture of proactively “doing the right things in the right way for us customers” (awareness): Plan, coordinate and execute customer experience communication campaigns using relevant communication channels to promote customer experience awareness and culture. Attend operational meetings to embed the Customer Experience culture within respective functions. corrective/preventive action and the status of each issue identified. Plan and co-ordinate VoC Emersion initiatives within the company to grow awareness of and build a Customer culture. Coordinate and manage the implementation of customer research projects, using appropriate qualitative and quantitative research methodologies. Develop CE business cases to justify investment in customer experience pilots or projects that will improve CE and support in delivering against the Customer Experience Aim. Design the ideal customer experience at agreed customer touch points across all customer delivery channels, in keeping with the customer philosophy and customer centric strategy and drive the implementation of the ideal customer experience across systems, process and people across the company using generally accepted practices such as Customer Journey Mapping.

Johannesburg Area, South Africa

I was seconded for a 9 month period as a Retirement Annuity Administrator where my duties are as follows:• Checking debit order collections and rejections• Monthly payroll uploads for the different schemes administered• Submitting Investment and Disinvestment requests to Finance for payment• Manual payment allocations• Logging of errors to the system administrators• Requesting Tax Directives for members exiting the fund• Payment of Provident, Pension and Retirement funds to members exiting/retiring or transferring form the fund• Updating of member information i.e. change bank details, addresses, contact information, contributions• Compiling Weekly and Monthly reports for the portfolios• Compiling of Admin reports for Trustee meetings• Attending and presenting reports at the Trustee meetings• Attending to escalation from the call centre agents • Training of Call centre agents on systems and processes• Drafting of letters to clients when needed

Johannesburg Area, South Africa

I am currently working as a Senior Consultant, where my duties can be described as follows:• Update on hourly stats• Updating the PSU DWOR• Efficiency Trackers• Complete daily/weekly operating reports/health charts etc• Managing the white board, ensure it is updated at all times, action items recorded etc.• Conduct daily review meetings for PSU• Report on trends in missed interactions for PSU processes• Attend super user forum meetings and perform UAT testing• Representation and presentations at meetings• Participate in adhoc projects as specified by Supervisor• Action complex requests for all PSU processes, including Ombudsman, FSB and Legal queries• New Business capturing• Receiving, allocating and reconciling all manual applications and uploads

Johannesburg Area, South Africa

I am currently working as a Financial Consultant, where my duties can be described as follows:• Debit order recons on different bank accounts• Monthly journals on different bank accounts where clients have deposited money into• Updating of payments received from clients in the bank account and allocating it to the different policies• Checking on stop order spread sheets monthly• Reminding different partners/ companies of outstanding payments and allocating it accordingly (CLGS)• Paying commission to brokers and different companies/ partners (Crusader & CLGS)• Assisting with maintenance on client requests received (Ooba & Edcon)

Johannesburg Area, South Africa

I am currently working as a Relations Consultant, where my duties can be described as follows:• Answering of incoming calls promptly and effectively for the various campaigns.• Capturing the details of messages / leads accurately on Call Master.• Generating calls into leads for new business.• Answering the calls in accordance with the portfolios’ media schedule.• Assisting with incoming calls on various services and responsible for accurately transferring calls on various services and responsible for accurately transferring calls to the relevant departments.• Provide Clients with basic information.• Policy Maintenance• Outbound policy confirmations• Sending and explaining claims forms to Clients• Updating clients on claims status• Daily performance stats for each individual team member as well as for the team as a whole• Hourly updates for individual performances.

Bachelor Of Commerce In Business Management, Business Management, Nqf Level 7

Generic Management - Certificate, Management, Nqf Level 4 (150 Credits)

Fais Level 5 Skills Program, Financial Services, Nqf Level 5 (60 Credits)

Matric, Matric, 12

Activities and Societies: Prefect 2001 & 2002