Operational Management

Christo Oosthuizen

+27-83-445-**** ********.***@*****.***

Summary

Experienced Operational, Risk and Project Manager offering 20+ years within the Call Centre, Customer Service, Finance and Warehouse / Distribution Industry. Proficient in business practices, standards of operation, and customer needs. Set and maintain high expectations for all team members. Detail-orientated, adept at making critical decisions, managing deadlines, and conducting team reviews. With expertise in analysis and quantitative problem-solving skills, dedicated to company growth and improvements. Professional Experience

Oct 2023 – July 2024

Call Centre Manager – Prosperitas

Managed 51 Agents, 4 Team Leaders, Operations Manager, Admin and reception

Exceeded monthly average target of R 9.5 million

Hire, on-board and train call centre personnel.

Coach call centre staff through challenging customer service issues.

Analyse call centre data and prepare reports for executives.

Evaluate staff effectiveness and performance annually or on an at-need basis.

Lead team meetings and give presentations to executives.

Develop monthly, quarterly and annual call centre goals and action plans.

Prepare work schedules to ensure sufficient coverage.

Create and supply budgets for approval.

May 2023 – Aug 2023 (Contract ended)

Fleet Manager/2IC – Elite Truck Rentals

Fleet management of 167 trucks

Staff management – 13 people

Operational/Risk and Compliance management

May 2021 – Nov 2022

Risk and Operations Manager - Kit Kat Group (2IC to GM)

Overall management of Operations and Risk within the Warehouse/Distribution Centre

– servicing 32 branches (Inbound, Outbound, Damages, Maintenance, Sales, Inventory, Suppliers, Admin/HR, Fleet, etc)

Ensure all processes, policies and procedures are in place

General management of 116 staff

November 2019 – February 2020

Head: Financial Wellness Solutions (External) - DCM Group

Managed regional consultants – offering financial solutions to Sibanye Stillwater employees (Rustenburg, Welkom, Cartletonville and Kloof) February 2016 – October 2019

Project, Risk and Operations Manager - Rooseboom & Associates

Management of various projects in Africa.

Business Risk management

Operational management

Client Services

August 2001 – December 2015

Regional Operational Risk Manager - First National Bank (RMB & FNB Wealth Segment)

(Managed 7 regional branches across South Africa.)

Sales – assist all Sales roles with admin functions.

Superior Client Service - Ensure sound relationships with external stakeholders by managing client and stakeholder expectations through appropriate communication and forums.

Key Account Management - on boarding, account opening, statements/VAT invoices, reconciliations, audits, general client queries, registrations/cancellations.

Insurance – monitor and managed

Claims – monitor / tracking

Complaints - Set up and managed new system, processes, policies, recruitment, etc.

Internal Audit – assisting Group Audit with annual internal audit management within the Segment.

Change Management – Monitor and managed all migration changes within the Segment.

Call Centre – Inbound and Outbound, 86-seater. Operational and Risk management

Service Level Agreements - Manage service level agreements with all stakeholders through regular monitoring of efficiencies and engagement with stakeholders.

Occupational Health and Safety - BCP & DR management. (Segment head)

Management of Product, Pricing, Business Processes and Systems. To provide day-to-day administrative support to the regions. Improve efficiency by looking at ways of re-engineering processes. Achieve operational excellence by supporting the implementation of business optimization improvement through team engagement.

Operational Risk – Responsible for the ongoing management and reporting of all risk, including credit risk. Manage financial loses by ensuring correctness; accuracy of flow of information. Manage performance of staff by implementing performance agreements. Financial Risk Analysis: Assist with the Identification and analysing of risk factors which have an impact on the business, in line with legislative, regulatory and financial requirements. Provision of subject matter expertise: Maintenance of expert knowledge on relevant risk methodologies and industry best practices. Corporate Governance Compliance: Comply with governance in terms of legislative and audit requirements. Risk Analysis: Conduct statistical analysis to evaluate risk and make recommendations to reduce / control risk. Risk Processes: Monitor risk processes to identify and report on possible risk where applicable. Risk Models: Propose and implement new Risk improved models and methodologies. Risk Management Benchmarking: Benchmark current practices against the risk management framework and adjust practices as and when necessary. Risk Loss reporting: Log operational losses, report on the losses on a monthly basis and conduct loss reconciliations.

Innovations - Manage all innovations within the Segment, including conducting workshops, training, support and overall presentation and judging. Won “Segment Champion of the Year “award 3 years in a row

Facilities - Logging and following up on all equipment breakdowns with IT or external service providers and manage any delays or unacceptable turn-around-times.

Training - Ensure that development plans for self and team are implemented and met.

People Management fields - The recruitment and selection of staff for the channel. Participate in the development and implement action plans to address issues raised in culture surveys to improve results. Ensure self and staff understands and embraces the Vision and Values by leading by example and re- enforcing values during meetings. Serve subordinates by effective performance management Standard Bank of South Africa:

Sales Supervisor: January 1992 – December 1998

Supervised Sales team (15 members)

Selling of general Banking products

Skills

Operational Management

Operational Risk Management

Internal Fraud

Insurance Management

People Management

Reliable

Excellent communication skills

Detail orientated

Excellent time management skills

Excels in team leadership

Strong interpersonal skills

Dependable

Multilingual in English and Afrikaans

Complex problem solving

Training / Certificates

MS Word

MS Excel Level 1,2 & 3

PowerPoint

Training Management & Leadership

Skillful Resolution of Conflict

Project Management Level 1 & 2

Introduction to Operational Risk

Project Management Level 1 & 2

Managing the Dynamics of Change

Leadership: EQ Development

Client Service Excellence

Nimbus Control

Business Resilience

Code of Banking Practice

Debt Management Tool

Legal Compliance Workshop

MLC1 - Money Laundering Control

MLC2 - Money Laundering Control 2

Education

Matriculated in 1985: Voortrekkerhoogte High school Subjects passed: Afrikaans, English, Mathematics, Science, Biology, and Northern Sotho. Personal Information

Surname : Oosthuizen

First Name : Christo

Identity number : 671**********

Gender : Male

Nationality : South African Citizen

Driver’s License : Yes

Email : ********.***@*****.***

Mobile : +27-83-445-****

Residential Address : 15 Berenicia Road

Centurion, Gauteng

Languages : English & Afrikaans

Fully Proficient

Health : Excellent.

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