Rashad Mia (Mba) Email & Phone Number

Gauteng, South Africa

Johannesburg Area, South Africa

In my current role at Santam Insurance, I lead strategic initiatives in information management and workforce planning, aiming for operational excellence and efficiency. I orchestrate the implementation and maintenance of information systems within the motor claims department, ensuring seamless operations and data integrity. My responsibilities, such as delivering comprehensive performance metrics and reports to both internal management and external stakeholders. I also manage Real-time analysts to guarantee adherence to contact center metrics, ensuring optimal performance.Key Contributions:✪ Reduced departmental risks and contributed to disaster recovery planning.✪ Enhanced processes to reduce costs, optimizing workforce planning strategies.✪ Monitored performance of information management systems, fine-tuning processes for maximum efficiency.✪ Collaborated with HR to attract, recruit, and onboard skilled contact center staff, contributing to a dynamic workforce.✪ Facilitated seamless communication between cross-functional teams, streamlining claims processes, and driving operational enhancements.✪ Steered efforts in upholding strict adherence to data protection regulations, fortifying security measures to prevent unauthorized access and breaches.✪ Conducted insightful data analysis to unveil trends and patterns, fueling strategic decision-making.✪ Planned and implemented quality assurance measures, maintaining data integrity through regular audits.

Johannesburg Area, South Africa

During my tenure at Old Mutual Insure Personal Lines Contact Centre, I played a pivotal role in workforce management, driving process improvements, and enhancing operational efficiency. I was responsible for tracking and reporting risk-related events within the contact center, ensuring proactive management. I was involved in engaging stakeholders to align business objectives and exceed expectations.Key Success:✪ Recognized as Employee of the Quarter 3-2016 and Leader of the Year 2016.✪ Streamlined QA processes through the development of business categories.✪ Devised automated efficiency report templates for enhanced productivity monitoring.✪ Assessed third-party vendor solutions and conducting user acceptance testing to optimize operations.✪ Examined workforce data, economic trends, and business demands to inform strategic planning.✪ Headed problem-solving sessions to enhance production and efficiency, driving continuous improvement.✪ Restructured the Contact Centre to accommodate new service models and processes.✪ Managed Nice Analytics for strategic customer-centric campaigns, contributing to enhanced customer experience.✪ Recommended improvements by managing operational and strategic performance variations.

Johannesburg Area, South Africa

• Responsible for managing Workforce Management Technologies within the contact centre• Participating in strategic business planning as it pertains to forecasting and planning• Partnering with the management team to share responsibilities for meeting service levels and response time objectives across all contact channels.• Manage the process of updating, tracking and trending call data through the daily workforce management system.• Manage the communication between Operations, Recruiting, Training and assisting with the maintenance and promotion of a customer focused work environment.• Responsible for maintaining a productive and collaborative workforce management team. • Ensuring effective and efficient utilisation of resources. • Plan, organise and manage the workload through accurate forecasts, staff calculations, schedules and management reports• Ensure all departmental reports and deliverables are met• Provide leadership support to all contact centre teams• Monitor real time queue performance and providing adhoc reporting • Manage resources in order to meet required metrics pertaining to staff productivity and customer service expectations. • Developing efficiency report templates for managers and team leaders within the contact centre and outlying processing hubs in order to monitor and track daily staff production efficiencies. • Facilitate efficiency performance discussions with all managers on a daily basis to gauge the previous day’s efficiency percentages while raising concerns and developments for the new day ahead.

Johannesburg Area, South Africa

• Responsible in making changes to staffing skills and priority levels and to identify staffing level changes required within assigned skills and departments in order to improve the ability of the business to meet customers demand.• Preparing and executing workforce SWOT analysis to determine adjustments required within the contact centre.• Provides business insight in order to forecast in align with business requirements.• Provide management with data analysis and guidance in order to coordinate day to day business activities in order to meet service levels through periods of adjustment.• Communicate internally and externally to business partners ensuring they are aware of service level issues and participate in corrective action plans where necessary.• Dealing with customer queries and complaints via the complaints portal and ensuring corrective training is done to warrant the prevention of recurring customer dissatisfaction. • Assuring team quality scores are maintained through continuous coaching and development and providing feedback on highlighted areas and future training plans.• Manage team absenteeism while providing reports to senior management on a daily basis on staffing availability.• Establish A3 trouble shooting documentation per month in order to improve operational abilities within the department and the organisation• Implementing group performance and talent management processes resulting in the successful development and growth of staff• Aligning agent performance in accordance with departmental KPI’s on daily visual management charts to note shortfalls in performance and create team competitiveness...

Johannesburg Area, South Africa

• Prospect and increase client listings through networking• Structure and execute group presentations about comprehensive product offerings in the organisation• Assessing new prospects through relationship building and analysing financial needs.• Covering all aspects of financial planning including risk, healthcare, medium and long term investments, retirement planning, disability, tax and inflation.• Highlighting financial shortfalls through a financial needs analysis and presenting solutions through a comprehensive product offering.• Presenting an overview of the product offering and relate this to clients affordability.• Finalise all applications and relevant documentation and liaise with internal staff.

• New Business generation• Ensure Branch Targets are met• Updating staff progress at month end• Allocate new and current staff to training offices across the south east London region• Managing and setting up marketing and advertising campaigns for the company on a month to month basis• Dealing with staff queries, PAYE, IR, Salaries

Master Of Business Administration - Mba, Business/Commerce, General

Master of Business Administration

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Management Advancement Program

Middle Management Program, Business, Management, Marketing, And Related Support Services

Middle Management Program

Prince2, Project Management

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