Marvel Mandaza Email & Phone Number

Johannesburg, Gp, Za

City Of Johannesburg, Gauteng, South Africa

As a senior manager for CX Governance and Compliance i am responsible for:• Developing and executing on the strategic partnership, CX design & ways of work, and ensure governance guidelines are defined and implemented for all CX operational activities, initiatives, programmes, and projects• Overseeing the management and efficient operation of the partner ecosystem within the CX support environment• Overseeing the holistic CX Design process to ensure the correct design thinking… Show more As a senior manager for CX Governance and Compliance i am responsible for:• Developing and executing on the strategic partnership, CX design & ways of work, and ensure governance guidelines are defined and implemented for all CX operational activities, initiatives, programmes, and projects• Overseeing the management and efficient operation of the partner ecosystem within the CX support environment• Overseeing the holistic CX Design process to ensure the correct design thinking principles, framework and responsibilities are applied• Overseeing the development and implementation of the governance framework for CX initiatives• Ensuring risks are managed in CX and there is compliance with legislation, policies and protocols Show less

Johannesburg Area, South Africa

I delivered on the CX Design strategy, including roadmap development and communication, CX analysis and improvement initiatives, to enhance organizational CX performance. I designed experiences that provided exceptional branded moments at every customer touchpoint across the consumer journey within MTN SA’s channels by partnering with stakeholders across the organization to ensure ongoing visibility of interactions across each customer journey, applying principles of service design, design… Show more I delivered on the CX Design strategy, including roadmap development and communication, CX analysis and improvement initiatives, to enhance organizational CX performance. I designed experiences that provided exceptional branded moments at every customer touchpoint across the consumer journey within MTN SA’s channels by partnering with stakeholders across the organization to ensure ongoing visibility of interactions across each customer journey, applying principles of service design, design thinking and strategy and content strategySelected Achievements:• Instrumental in implementing and running high volume/value journey programme for MTN SA with major alignment and improvement realised on over 20 product groups• Contributed in reviewing pool of 48 high volume journeys to optimise minimum standards and digitization framework• Redesign of numerous CX journeys within the business including optinisation of SIM Swap and WASP journeys• Concurrent delivery of operations efficiency within the CX design journey• Embedded Customer Journey requirement into project management governance framework• Trained Business Analysts on Customer Journey Mapping• Lead project to source and implement new tool for gathering tNPS insights within MTN SA (Medallia) which will realise savings of over R10M over 5 years vs legacy solution Show less

Port Elizabeth Metropolitan Area

I facilitate post graduate diploma in business administration courses in:Operations ManagementEntrepreneurship

Centurion, Gauteng, South Africa

As a senior business process management and design consultant I was responsible for:• Process reengineering, mapping, and documenting interfaces between legacy and modernized systems.• Identifying potential solutions and assessing both the technical and business suitability. Assess existing client IT systems, processes, and business models.• Translating business requirements to practical documentation and highly specified project briefs• Implementing associated customer support… Show more As a senior business process management and design consultant I was responsible for:• Process reengineering, mapping, and documenting interfaces between legacy and modernized systems.• Identifying potential solutions and assessing both the technical and business suitability. Assess existing client IT systems, processes, and business models.• Translating business requirements to practical documentation and highly specified project briefs• Implementing associated customer support processes for the implementation of the new/ existing application.• Plan and establish sequence of operations to engineer optimal processes and to promote efficiencySelected Achievements:• Engineering of novel business processes for new Mobile Money business for MTN SA• Full on-time delivery of allocated scope documentation of all policies, processes and procedures for Mobile Money• Reengineering and documentation of all critical process and procedures for Digital Office and EBU Show less

Midrand, Gauteng, Sa

As a senior business process management and CX design consultant I was responsible for:• Mapping out current landscapes of systems and data• Analysing operational performance data and identify problems in early stages• Facilitating CI workshops with cross-functional teams using CI tools and techniques • Providing expertise and coaching in CI framework, tools and methodologies to ensure the correct and efficient application of CI methodologies and tools• Coaching the junior… Show more As a senior business process management and CX design consultant I was responsible for:• Mapping out current landscapes of systems and data• Analysing operational performance data and identify problems in early stages• Facilitating CI workshops with cross-functional teams using CI tools and techniques • Providing expertise and coaching in CI framework, tools and methodologies to ensure the correct and efficient application of CI methodologies and tools• Coaching the junior facilitators in CI methodologies and best practice ways of working• Provided CI training to relevant leadership and business resources• Drove the shift in culture within Vodacom South Africa to embed CI as a way of workingSelected Achievements:• Instrumental in delivery on data management and content services high volume journeys• Delivery of process, policy and procedure collateral and change management for Customer Service improvement project (Flight Programme)• Delivered on Lean Six Sigma training support for Analysts within the CI team• Facilitated successful CI workshops for various areas in business including CBU, EBU, warehouse operations and outsourced business partners Show less

Johannesburg

As a Senior Change Enabler I was responsible for• Mapping out landscapes of systems and data to identify issues with flow and management of data across the Corporate and Investment Banking space• Brainstorming and solutioning for data issues in a tactical and strategic timeframe• Managing the implementation of solutions ensuring that solutions are delivered and communicated for the maximum benefit• Co-ordinating programs of work across functions that involve data… Show more As a Senior Change Enabler I was responsible for• Mapping out landscapes of systems and data to identify issues with flow and management of data across the Corporate and Investment Banking space• Brainstorming and solutioning for data issues in a tactical and strategic timeframe• Managing the implementation of solutions ensuring that solutions are delivered and communicated for the maximum benefit• Co-ordinating programs of work across functions that involve data transfer• Setting up a governance structure to ensure best practice is maintainedSelected Achievements:• Instrumental in delivering on Agile project initiatives that reduced error rate of trade data flowing through the CIB space Show less

Johannesburg Area, South Africa

Responsible for transforming the business to deliver excellence in customer service by improving first time resolution, turnaround times and removal of bad volumes for business portfolio. This included:• Delivery on new capabilities and support the growth and direction of shared services• Operational excellence: Supported introduction of ACM• Supported reduction of global carbon emissions by implementing paperless processing, Agile working and flexi working• Trained staff on… Show more Responsible for transforming the business to deliver excellence in customer service by improving first time resolution, turnaround times and removal of bad volumes for business portfolio. This included:• Delivery on new capabilities and support the growth and direction of shared services• Operational excellence: Supported introduction of ACM• Supported reduction of global carbon emissions by implementing paperless processing, Agile working and flexi working• Trained staff on lean/ six sigma methodology (white belt), support performance improvement projects and innovation managementSelected Achievements:• Delivered of full portfolio allocation of process improvement projects• Reduced cost to serve by at least 15% (for new services undertaken in 2013)• Achieved targeted number of staff trained on lean/ six sigma methodology (white belt), performance improvement projects completed (white/green/ black belt), Pitch In ideas implemented• Contributed to Home Loan Decision TAT Optimisation Project resulting in reduced decision TAT from ~5 days to ~2 days, Improved registration conversion rate from ~15% to ~33%, and reduced costs by up to R33 million on a five-year compounded projection basis• Managed Design for CX: Forex Ops Lean Transformation Project resulting in reduced capacity requirements, costs and TAT for query escalations• Back Office Lean Process Optimisation Project (NBC-Tanzania) resulting in improvements in Customer experience, Process efficiency, and lower AHT Show less

Cape Town Area, South Africa

PAGDP'13 - Pan African Graduate Development Programme, 2013 cohortBarclays Shared Services Africa - CMO - EMOI was responsible for conducting business improvement initiatives and implementation of best practice solutions in Enterprise Middle Office to improve efficiency and effectiveness with the aim of:• Improving Customer Experience• Increase efficiency of Customer Service teams• Optimise people change enablementSelected Achievements:• Identifies and remediated… Show more PAGDP'13 - Pan African Graduate Development Programme, 2013 cohortBarclays Shared Services Africa - CMO - EMOI was responsible for conducting business improvement initiatives and implementation of best practice solutions in Enterprise Middle Office to improve efficiency and effectiveness with the aim of:• Improving Customer Experience• Increase efficiency of Customer Service teams• Optimise people change enablementSelected Achievements:• Identifies and remediated various critical operational gaps that could have led to audit findings and regulatory findings for the EMO BU• Reduced the effort and delivery TAT of weekly and monthly reports by up to 90% by creating systematic data links and processing capability• Reduced effort on operational effectiveness testing by designing partial automation worksheets Show less

Cape Town Area, South Africa

Consulting in the capacity of a Senior Professional Officer within the Electrification department at the City of Cape Town I was tasked with identifying informal and low-cost formal settlements which required electrification by communicating with councilors, community representative committees, housing department, and other service Departments. In this role I had to:• Ensure alignment of Electrification projects with broader programs of Human Settlements• Confirm that potential areas… Show more Consulting in the capacity of a Senior Professional Officer within the Electrification department at the City of Cape Town I was tasked with identifying informal and low-cost formal settlements which required electrification by communicating with councilors, community representative committees, housing department, and other service Departments. In this role I had to:• Ensure alignment of Electrification projects with broader programs of Human Settlements• Confirm that potential areas and developments whose inhabitants have applied for electrification comply with criteria laid down in electrification policy• Priorities projects/ work to ensure coordination with plans of other service providers• Monitor progress in projects under construction through Depot feedbackSelected Achievements:• Delivered 6 electrification projects throughout the Western Cape including in Joe Slovo, Ilitha Labahlali, Atlantis, Kayelitsha, and Bloubergstrand• Successfully submitted funding applications for electrification projects to Eskom, Department of Human Settlements, Department of Energy (~R200M)• Presented periodic electrification progress updates to the mayoral committee Show less

Woodstock, South Africa

I conducted a Time Study/Work Study Project. Duties included collecting raw data, compiling and analysing time study data. The outcomes of the project were the formulation of Process Time Standards for the Hake, Angel Fish, and Monk Fish production lines across the various product types

Bellville, South Africa

In this role I was responsible for:• Testing and building up new designs and specifications • Evaluating, Documenting and Designing procedures• Overseeing various aspects of the process within ZaPOP and ZaPrint • Design of processes and procedures within the functional units within the business• Overall Logistics, Overseas sourcing and importing of products, Warehouse & Stock ControlSelected Achievements:• Delivery of hardware design for installation optimization of… Show more In this role I was responsible for:• Testing and building up new designs and specifications • Evaluating, Documenting and Designing procedures• Overseeing various aspects of the process within ZaPOP and ZaPrint • Design of processes and procedures within the functional units within the business• Overall Logistics, Overseas sourcing and importing of products, Warehouse & Stock ControlSelected Achievements:• Delivery of hardware design for installation optimization of DigiScreen and Digiwall screen solutions• Installation of DigiWall and DigiScreen across more than 20 Shoprite/Checkers group stores Show less

Harare, Zimbabwe

Work-study, Business Process OptimizationPlant Maintenance Electrical Shop OperationsMachine Shop Operations

Bulawayo, Zimbabwe

Industrial Management Systems Administration (HACCP, OSHA, ISO)Production Planning and ControlMaintenance Management Plant Maintenance

Master Of Management, Digital Business

Master of Management in Digital Business

Certificate Of Competence | Digital Campus, Principles Of Business Management

Principles of Business Management Introduction to Business Management, Business Management Environment, Planning for Managing a Business.

Msceng, Industrial Engineering

MScEng Thesis Project: Lean Six sigma and Theory of Constraints for Service: Model definition and Validation at Absa

Beng Hons, Industrial And Manufacturing Engineering

BEng Dissertation Project: Operational and Maintenance Optimization of Sedimentation Vessel used in Asbestos Cement Manufacturing.

Gce Advanced Level, Maths, Physics, Chemistry, Biology

SU