Len B. Email and Phone Number

Managing Production and Print Operations Warehousing and distribution Continuous Improvement Strategy deployment Program OfficeFacilities

Manage entire Operations of 10X Investments. Managing the following departments-Administration, Fund Accounting, Risk, Employee Benefit Consultants, Corporate and Retail Administration support, QA & Training, Legal and Compliance. Set up organisational structure to gear the business for future growth (filing vacant positions and improving staff morale). Completed fund audit. Implemented strategic dashboards and measurements. Implemented measures and processes to address backlogs and inefficiencies. Address operational challenges (turnaround mandate). Set up a learning culture, developed and deployed a training and quality assurance strategy.Gearing business for future growth. Total staff < 100 (5 direct reports).

Managed the following departments:IT & Technology, operations, call centre, research field operations, training, risk management, human capital & staff development. End to end finance management:Developed and deployed opex and capex budgets, developed a forecasting methodology, implemented strategic dashboards, analysis and operational reporting, cash flow management, cost control, scenario planning, ROI calculations, annual audit as well as implementation of end to end financial & ERP systems. End to end operations management:The following department heads reporting into me – call centre manager, field manager, IT & Risk manager, HR, finance manager, facilities manager. Develop and deploy a training strategy. Develop and deploy a QA strategy. Field and call center management:Ensure call center and field operations execute at target GP%. Develop and deploy a new call center and field technology. Implemented several improvement initiatives. IT, solutions and system management:Developing, deploying and maintaining appropriate systems and solutions to address the business requirements. Deployed systems to assimilate meaningful information from various sources. Implemented a fully integrated financial, CRM, project costing and management system. Deployed a new outbound call centre system, a biometrics system as well as a new time sheet system.HR management:Set company objectives. Developed critical business indicators supporting and driving the company objectives. Implemented a performance measurement system. Setting and agreeing KPI’s with all staff. Developed a commission, bonus, KPI and rewards methodology supporting and driving overall company objectives. Optimizing staff output and productivity. Program and projects office management. Stakeholder management. Developed a BBBEE strategy.Total staff < 100.

End to end customer experience management across the various customer touch points.End to end operations management. IT and systems management. Call center management.Branches management.Installer management. Sales and distribution management. Quick wins:Developed problem logging and escalations processes and standards.Facilitated a contact center RFP.Implemented various call center initiatives and improvements resulting in improved service levels and reduced abandoned call rates.Developed a self-service strategy as well as implemented several self-service improvements.Conducted an end to end subscriber payment platform audit with improvement recommendations. Implemented several initiatives resulting in significantly reduced unalloacted payments.Developed and implemented several churn and retention initiatives and campaigns.Reviewed the retail and distribution framework and strategy, negotiating a contract with a major new distributor.Reviewed and implemented several Installations network improvements.Conducted a product usability review with improvement recommendations to head office in Beijing.Developed a HR performance measurement process contracting newly agreed KPI's with all staff.Implemented sales upgrade campaigns.Provided inputs into the marketing and sales strategy.Total staff <100. * COO - 1 November 2015 to 31 January 2016 (COO) & as consultant from 27 July 2016 to Nov 2016.

Strategy formulation and execution.End to end customer experience management and support to 50 countries.Churn, retention and campaign management.Quality assurance management.Staff management.Operations, contact centers, IT & systems management (2010 -2013).Training management (2010 to 2014).Deliverables:Developed a 5-year contact center technology road map. Implemented an Africa-wide standardized contact center technology and management structure. Awarded Genesys best new contact center in Africa. Implemented several initiatives resulting in a significant improvement in overall service levels.Developed and deployed a self-service strategy to the various countries, resulting in a significant increase in self-service transactions.Developed and implemented a mobile payment strategy to all countries, resulting in a significant increase in mobile payments.Implemented initiatives to improve database accuracy across all countries. Developed and implemented CRM churn and retention initiatives and campaigns.Defined a segmentation, engagement, rewards and loyalty strategy.Developed and implemented various VOC (voice of customer) channels. Developed and deployed the first standardized, independent customer experience index of its kind across Africa. Developed a communication and outbound strategy resulting in consistent communications.Developed an end to end customer experience measurement system and methodology, which was deployed across all touch points in all countries.Developed and implemented a training accreditation program.The following departments have been part of my portfolio (2010 - 2013) - call center & branch management, IT infrastructure and connectivity, business systems support, service desk, fraud and risk, new solutions development, projects support office, training and in-country operations support.Restructured the Africa Operations division more optimally.Identified and deployed the required systems to support the African businesses.

IT & systems management.Operations management.Customer experience management.Customer care management.Training management.QA management.Staff management.Budget and operational finance management.Deliverables:Developing, setting up and maintaining the operations, customer experience and IT strategy for DStv Mobile (new business unit), supporting the African Mobile TV business units.Developed the IT, billing and CRM solutions to support the new business unit (it was one of the first Mobile Broadcast businesses in the world). Launched the product and new operations in 5 African countries.Management of the integration with the various Mobile Operators’ systems and customer care infrastructures in order to support the Mobile TV business units in the various African countries.Setting up and management of the various IT systems (CRM, BI, Mobile Operator integration etc) and IT infrastructure.Managed the projects support office.Managed the development and deployment of the customer experience and value strategy, processes and standards.Manage the training and quality assurance department.

Manage the deployment of Six Sigma methodology into the organization.Manage the Six Sigma department.Project and program management.Was one of the first transactional and service companies in South Africa to use Six Sigma. I was invited to present at several local and international conferences on how to use Six Sigma in a service environment.Managed and deployed various strategic “turn-around” initiatives.

National Agency management (+110)National Branch management (3)Regional operations reported into meEnd to end operations management and support (cash, stock, signage, agency monitoring, training, QA etc).Deliverables:Managed the entire customer experience value chain at all face-to-face service points (110+) in South Africa.Developed a new Agency classification model and rewards matrix (still being used today).Implemented first ever video QA in the country (at the national branches).Implemented Q-director (also one of the first companies in South Africa to do so).Implemented an end to end customer experience measurement strategy and model, to monitor and measure various aspects ranging from signage, sales, training, stock and cash management, payments, self-service, QA and customer experience across all Agents and Branches in South Africa.

Full financial management function for MultiChoice South Africa Operations reporting to CFO (while fulfilling the role of National Agency and Branch Manager above).Budget and forecast management.Monthly consolidations.Monthly reporting.Developed the financial business case for centralizing the various regions into one corporate region.Developed the MultiChoice SA finance department structure and organogram.

Management Consultant- develop and deploy digital strategies.

Acting CFOFull Financial management functionBudgetsCashflowForcastingBusiness case for MBONew business development

Trainee accountant – CA(SA)