Using my extensive experience and passion for people to make a difference

Accountable and custodian of the strategy, business design and cross-group alignment of capability as allocated within a MCG transformational programme. The role is responsible for the extremely wide range of critically important aspects of the work to conceive and deliver products, functional strategy, stakeholder management and group-wide alignment of objectives, delivery planning and management, governance of functional strategy and business design, product management, product ownership, as well as successful delivery of functional change within planned timelines and budget.Functional Strategy and Business Management• Considers product-line/business unit and enterprise priorities, strategies, goals, emerging technologies, industry trends and economic viability across the product portfolio• Facilitate and drive alignment among key stakeholders, supplying customer and market research and analytics to lead them to converge on a product strategy, vision and roadmap • Active in feasibility study and positioning of new business concepts & approaches, contributing to business case development• Establish and maintain relationships with the key business and technology and relevant external stakeholders when vendor or partner/ecosystem relationships matter to product success.• Design of functional business model(s) and roadmap(s) as input into transformational programme(s) blueprint(s) and initiativesGovernance• Defines and implements the Payment stage operating model and “ways of working”• Accountable for the definition and implementation Product Management and Product Ownership• Act as the "keeper (and communicator) of the vision" to translate the Journey product strategy and vision developed with business stakeholders into what the product team must bear in mind every day to ensure they are building the right product.Manages functional division - programme performance Assurance Management and Leadership

• Responsible for developing and driving the implementation of the billing and payments strategy• Continuous improvement and innovation of payments platforms and defining the optimal customer experience for payments across digital and traditional channels.• Defining a billing model and rules aligned to B2B and B2C best practice methodologies and the customer experience journey.• Collaboration with Systems, Digital, Finance, Data, Marketing teams to identify, prioritize and deliver a best-in-class payments

• Manage requirements across all the business areas to the technical teams• Manage billing system including enhancements, billing rules and development of a product roadmap. • Evaluation of requirements against business objectives and high level technical feasibility• Consolidation of business processes and alignment to Customer Journey• Project management, coordination and networking to ensure business requirements, targets and deployment timelines are met. • Define and submit budgets for product roadmaps• Drive the development of the solution end-to-end as per the business requirements specification via the development teams taking into account all elements of the business• Effective stakeholder engagement through analysis of the business, business requirements, business goals, users and the market place. • Quality management• Management of the User Acceptance Testing function• Prepare data mapping tables, assess and execute data clean up required for migration and manage data migration process

• Close the loop on all forms of customer complaints• Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs • Accomplish call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures• Prepare call center performance reports by collecting, analyzing, and summarizing data and trends

• Close the loop on all forms of customer complaints• Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs• Accomplish call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures• Prepare call center performance reports by collecting, analysing, and summarizing data and trends

Responsible for all training; experience includes* Management of the training cycle (needs analysis, creation of content for intervention; planning and execution as well as post training impact analysis). * Compiling of training manuals and designing of assessments* During this time I was also tasked to monitor, report on and make recommendations for inefficiencies in the organisation in terms of structure, job functions relationsionships and operational processes. * I was also responsible for setting up our first churn recovery and subscriber retention initiatives. * At this time, I was also the contact point and customer liaison for our Commercial Customers.I attended many train the trainer courses in South Africa to enhance my training skills and knowledge. In addition, I also studied toward and achieved certification in Training Management and Training Techniques with IPMZ (Institute of Personnel Managers of Zimbabwe)