Group Manager Center
Resume:
BD CREATIVE
An accomplished Senior Group Manager for Quality and Business Transformation, adept at
providing guidance, leadership, and support in the quality of services and operations. Obtained a proven track record through ensuring that all activities conform to applicable state, local and international regulations, as well as follow company standards and requirements. I ensure adherence to goals, objectives and mission of the company. Cape Town, Western Cape – South Africa
*****.*****@*****.***
EDUCATION
C A R L A B I A N C A K O L B E
SENIOR GROUP MANAGER QUALITY AND TRANSFORMATION
National Senior Certificate
Post Graduate National Management
Management Practice Diploma
University of Cape Town
2014
- Systemic Management Practice
- Managing Value Streams
- Technical Report
- Building Business Acumen
ISO 9001:2008
WNS – India
2015
- Internal Auditing
Lean Six Sigma Black Belt
WNS – Philippines
2016
- Business Process and Transformation
ISO 9001:2015
WNS – India
2017
- Internal Auditing
PROFESSIONAL PROFILE
CONTACT
WORK EXPERIENCE
SENIOR GROUP MANAGER QUALITY AND TRANSFORMATION
WNS Global Services, South Africa
February 2008 – Current
Summary of Roles Held:
- Senior Group Manager Quality and Transformation (February 2008 – February 2019)
- Group Manager: Operations/ Customer Service (September 2004 – January 2008) Accomplishments:
- Delivered Overall high impact improvement Projects, Customer experience improvement and profitability improvement projects with a Quality Net Saving of - 500,000 USD.
- Mentored more than 7 Six Sigma Yellow belt projects 15 Kaizen’s transformation projects.
- Six Sigma Black belt certified WNS Global Services.
- Assisted 10 clients to upgrade their ISO9001:2008 quality management system to ISO9001:2015.
- Successfully performed as consultant the design and implementation of ISO 9001 2008 and ISO 9001:2015 quality management program for total of 17 clients.
- Successfully implemented ISO 9001:2008 (QMS) certification for 7 locations.
- Delivered 8 leadership skills enhancement training modules. Key Functions & Responsibilities:
Transactional Quality:
- Help build and capture new market opportunities in Insurance/Healthcare through product developments or partnerships while ensuring strategic value to the business.
- Managing all aspects of the projects - identifying, solutioning, developing and execution and ensuring the successful achievement of timelines and budgets.
- Creating various approaches, negotiating and fostering relationships with internal and external partners.
- Developing new business approaches and technologies across departments and clients.
- Create business cases, make recommendations regarding benefits, financials, risks, contractual requirements and the long-term sustainability of initiatives.
- Creating Quality Assurance Teams and Departments for 44 lines of business.
- Create Quality Solution Designs and Measurement for new clients.
- Review and update the quality plans program for all clients .
- Ensuring non-conforming services are identified and root cause analysis conducted.
- Devising and establishing the company’s quality procedures, standards and specifications.
- Setting up and maintaining controls and documenting procedures.
- Monitoring performance by gathering relevant data and providing statistical reports.
- Making suggestions for changes and improvements and how to implement them.
- Using the relevant quality tools and ensuring that Manager’s and staff understand the process.
BD CREATIVE
Quality Management
Business Transformation Management
Client Relationship Management
Team Management & Development
Performance Management &
Evaluations
Crisis & Change Management
Strategy Development & Execution
Process Improvement
Strategic Planning
Employee Engagement & Relations
Business & Data Analysis
Business & Department Audits
Project Management, Planning &
execution
Requirement Identification &
Implementation
Risk Management, Identification &
Evaluation
Operations Management
On Shore/ Offshore Business Consulting
Budget Management, Planning &
Forecasting
Create Business Cases
Create Quality Solution Designs &
Measurement
Management Reporting
Analytical Thinking & Excellent
Interpersonal Skills
SKILLS
WORK EXPERIENCE
Quality Management System:
- Responsible for Service Quality Plans and Measurements throughout the organization by ensuring detailed quality check / risk assessments and implementation of Risk Treatment Plans.
- Responsible for the Transformation from ISO 9001:2008 to ISO 9001:2015 for all WNS South Africa locations.
- Applied total quality management tools and approaches to analytical and reporting processes within each department.
- Perform risk assessments, highlight potentials risks, Drive CAPA to mitigate risks.
- Provide weekly and monthly reports to senior managers on performance.
- Ensure effective management of corrective and preventive action plans are taking place and working toward continual improvement.
- Managing team of auditors to audit across the ISO management systems for ISO 9001 2008 and ISO 9001 2015.
- Liaison with certification bodies for contract review, Certification and surveillance audits.
- Reporting the health of QMS to Senior Management through various CXO reviews.
- Working closely with transition teams for new businesses and responding to RFP / RFI.
- Driving best practice sharing, idea generation and initiatives to improve Voice of the Customer.
- Providing end to end mentoring and motivating the team to over achieve their goals.
- Ensure effective management of corrective and preventive action plans take place, working toward continual improvement; take the lead role for guiding team and the business where appropriate.
Process Improvement:
- Ensuring high level of customer satisfaction score, less customer complaints across the centers through regular RCA, corrective action plans and other continuous improvement initiatives.
- Ensuring all the KPIs are met as per the agreed Service levels, Internal requirements and compliance requirements.
- Responsible for complaint management system.
- Executing new ideas and creating new programs to develop a Quality culture within the organization.
- Driving process improvement initiative within business units and enabling units.
- Mentoring high business impact Lean, Six Sigma and business transformation projects.
- Evaluate the organization risk areas to identify the process improvement opportunities.
- On shore/ Offshore consulting for key Operational and Quality metrics. TEAM MANAGER
Sishayele
2003 – 2004
References
Steve Holdsworth - Snr General Manager, WNS Global Services, Shared Services Mobile: 002*-**-*******
Gillian Howieson - Snr. Group Manager, WNS Global Services, MI Mobile: 002*-**-***-****
Contact this candidate