PROFILE

I have over ** years of experience in managing teams in Client Contact Centre (Policy Services), establishing an Outbound Contact Centre (Sanlam Distribution, Leads generation) and the Retention Contact Centre (Retirement Annuities). Client Services has been the golden thread in all my roles. I possess strong multi-tasking skills, with ability to Streamline processes and implement enhancements which benefits the environment.

CONTACT

PHONE:

+277********

EMAIL:

adnbb0@r.postjobfree.com

www.linkedin.com/in/natalie-francis-56892725

ACTIVITIES AND INTEREST

Church Ministries -Crafts - Reading - Outdoor activities - Dance – Music

NATALIE FRANCIS

CONTACT

PHONE:

+277********

EMAIL:

adnbb0@r.postjobfree.com

www.linkedin.com/in/natalie-francis-56892725

NATALIE FRANCIS

CONTACT

PHONE:

+277********

EMAIL:

adnbb0@r.postjobfree.com

www.linkedin.com/in/natalie-francis-56892725

NATALIE FRANCIS

CONTACT

PHONE:

+277********

EMAIL:

adnbb0@r.postjobfree.com

www.linkedin.com/in/natalie-francis-56892725

NATALIE FRANCIS

CONTACT

PHONE:

+277********

EMAIL:

adnbb0@r.postjobfree.com

www.linkedin.com/in/natalie-francis-56892725

NATALIE FRANCIS

To Whom it may concern,

I wish to apply for the available position as I believe that the skills and experience which I have gained over the 15 years at Sanlam will serve the business well.

I have worked in various environments and have been in many positions which led me to a senior role in business.

In my previous roles I was tasked to effectively implement and manage operations in two call centre environments soon after they were established. This being for the lead’s generation environment (Distribution, 2010 till 2017) and another for Retention Unit (Savings House 2017 till 2020). In both these roles I worked closely to the Head of the environment to develop and implement strategies. Knowing how important the client experience and cost savings is to any business, it is always prioritised at the top of my list. Effective people management is key to the success of any environment, so people development is also very important to me.

I was accountable for managing arears such as recruitment, onboarding, training, IT enhancements, process analysis and development, quality control, coaching and development, campaigning and reporting. With this hands-on experience it allows me to effectively manage others who are custodians of these arears.

I have good project management skills and I am able to manage a number of activities to ensure deadlines are met and results are achieved. I have been responsible for New business development and have managed opportunities from the online, email, SMS channels. Acquisition of new vendors for new business opportunities as well as being the liaison to all internal departments and was responsible for reporting on successes and challenges to senior management and Exco members.

Being adaptable and a quick learner which will allow me to overcome my development areas. I believe that I will be of great value to the environment and will also have great opportunities to grow and development the business and myself.

I am keen to discuss my abilities and experiences with you.

WORK EXPERIENCE

Retention Manager (Savings/Closed Book)

Sanlam –Bellville

December 2017-October 2020

Key achievements:

Took over management of the retention unit within the Pilot Period, created production measurement along with other reports

Implemented processes to increase capacity resulting in the increase in number of cases from 4 new cases per day to 8 new cases per day.

Automated the processes, client plan conversion electronically versus paper based.

Implemented e-signing which assisted greatly with remote working during pandemic.

Produced a Product specific emailer to clients using Behavioral Economics to create awareness of plans with a year before maturity. I managed the Deployment of emailers via Bidvest and then automated the deployment a year later the deployment was absorbed by another department. This resulted in the feedback on the options letters increasing.

Implemented Pilot campaign to test the impact of pro-actively contacting clients with a high propensity to leave. This created opportunity to connect with our clients to build a better relationship as well created a number of conversions from the old platform to the newer platform.

Training and quality monitoring implemented which improved the retention rate of the advisers to on average 9% from 3 or 4%.

We increase the Fund value of cases saved from R8m per month to R15m per month for 2020.

Total retention rate for the unit ranged between 28 to 30% per month from a low 18% previous year.

Increased the number advisers by 2 advisers during 2020.

Actions:

Develop and manage innovative strategies to achieve capital retention objectives. Analyse the existing customer trends to define targeted top-up and churn reduction initiatives. Play a key role in the stewardship of positive client relationships and the retention of clients. Actively participate in the organisation's continuous improvement by identifying and proposing solutions to process and service-related failures. Establish and maintain mutually beneficial relationships with the customer executive sponsors. Work closely with relevant business units at all levels across the business, including distribution, marketing and operations, to ensure the successful execution of retention strategies. Create collaborative relationships with other departments to determine internal and external process improvements designed to enhance the customer experience and value. Be involved in the analysis of the Sanlam Savings/Closed Book and sub-segments to identify cross-sell & up-selling opportunities. Identification of non-intermediated or “neglected” clients and development of strategies to ensure the clients feel engaged with Sanlam. Client service level monitoring. Provide input into design of the Savings retention dashboard. Maintenance of product training material; training presentations, market intelligence, etc. Development of material to assist intermediaries to compare Sanlam and competitor products. Identify and recommend areas / ways to improve processes. Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain and improve service delivery. Complaint resolutions. Team management. Setting of Targets. Performance measurement. Process creation and enhancements.

Digital Campaign and

Business Development Manager

Sanlam Distribution and Direct Sales

(Outbound Contact Centre)

January 2012 - November 2017

Key achievements:

Established good relationships with venders such as Blue Label and Think Money, introduced them to other departments in Sanlam and to this day Blue Label is still a strong vender for the Sanlam Direct channel.

Automated the flow of work pieces to the consultants, enabling routing of certain cases to specific consultants. This resulted less resources required to route cases as well as enhanced the way of work in the environment. This process flow was implemented in the Sanlam Direct environment. I also implemented this process when setting up the retention unit.

Increased the contactability rates when reaching out to clients from 35%to 80% for digital campaigns and from 15% to 55% for cold calling campaigns.

Increased the rate of conversion of opportunities to new business in the adviser space for digital campaigns from 45% to 75% and from %6 to 13% for cold calling campaigns.

Grew the team of leads consultants from 10 consultants to 18 consultants over a 5-year period.

Natured good relationships with advisers and Sanlam Blue Star businesses which increase the take up of the leads screened resulting in about R10 Million of new business annually.

Actions:

Initiate business development concepts. Undertake ongoing environmental, market and financial services landscape scanning and analysis to identify current and future challenges to the business. Influence the execution of BAU. Ensure that campaigns are handed to and actioned appropriately by systems development and implementation. Facilitate trouble shooting in relation to the implementation of the business plan where required. Fulfil the role of change agent in the business in monitoring, investigating and providing feedback to the relevant stakeholders. Ensure that appropriate contingencies are in place to compensate for required business changes. Draft, review and update the annual business plan. Identify and scope business plan parameters. Managing the digital online space for the direct channel. Managing Digital Face book campaigns for direct sales.

Overseeing the running of the leads call centre. Monitoring and enhancement of processes. SLA adherence. Acquisition of new Sources for Leads Generation. Business development. Presentation to potential new Campaign Owners, Blue Star Businesses, Regional General Managers. DPU Liaison to external sources and internal departments within the organisation. Contact person for intermediaries for campaign development. Planning and co-ordination of campaigns for the year. Budget management and campaign billing to external sources. Initiated and managed Email and SMS campaigns. Constantly aim to deliver quality campaigns by trying to increase Contactability and leads conversion. Monitor all phases of the campaign set-up, campaign processes, Script creation, campaign implementation, production, and quality and call outcomes. Manage and Monitor all responses from website, TV and Radio campaigns. Campaign briefings to department. Manager consultant expectations with regards to delivery of

campaigns. Creating and refining of process flows to ensure efficiency and effective use of resources. Ensure that the distribution of the leads to the field is done according to the campaign Owners request, taking into consideration the Distribution business rules and processes. Actively monitoring conversion rates of the leads distributed to the intermediaries. Leads Governance Liaison officer for Complaints and client calls. Delivering feedback on the success of a campaign by providing statistics with regards to Contactability, leads created, leads converted and results achieved.

Team Manager

Sanlam Distribution Bellville

May 2010 - December 2011

Key achievements:

Successfully established the outbound call environment of 10 agents

Implemented performance measuring reports

Establishes standard operating Procedures for the environment

Successfully rolled out the call monitoring process and documents quality evaluations within the first 6 months

Increase Quality scores from 92% to 98% over a year

Actions:

Setting up of the leads call centre. Set up of Productions measurement tools. Set up and Document all processes for the call centre. Instil HR policies and procedures. Instil and Monitor Disciplines of time management and production in the call centre. Introduction of the quality evaluations in the environment. Implementation of the New CRM (Sentrix) into the department. Recruitment of new consultants. Managing production in the Call centre. Incentivising and creating challenges to keep individuals motivated. Create a performance culture in the department. Ensuring all HR practices is adhered to IDP discussions and development plans set up for consultants. Automation of a manual process of uploading a request from the client via different channels, resulting in increased productivity and creating efficiency in the process benefiting the client by increasing the response time. Script writing for specific campaigns. Instil a culture of recognition. Took the lead on department initiatives and involving members of the team to take ownership, Blueprint movie, TCF, Contingency plan and CSI for the unit.

Team Manager

Client Contact Centre Sanlam –Bellville

November 2007-April 2010

Manage teams of 15 plus consultants. Ensuring all HR practices is adhered to IDP discussions and development plans set up for consultants. Performance management. Jockey roles for Adhoc tasks in the environment. Handling all HR related concerns. Coaching. Identifying Training needs of consultants. Recruitment and training of new candidates. Creating the BA processing role as well as the Quality assurance role. Identifying gaps in processes, client service delivery and take up of opportunities in the Field to look for ways of improvement.

*Employment with Sanlam has been since August 2005.

Employment History prior to November 2007 will be shared on request.

SKILLS

• Strong interpersonal & communication skills

• Acquisition management

• MS Office Suite

• Analytical Thinking

• Ability to work collaboratively as part of a team

• Problem Solving

• Leadership

• Attention to detail

• Excellent Organizational skills

• Poised under pressure

• Customer service oriented

• Results driven

• People training/development

• Digital Online sales and leads generation

• Innovative

• Conflict resolution

EDUCATION

In Progress - Online

Level 5 TEFL e-certificate

The Premium 2020 Project & Quality Management Certification Bundle

Completed June 2019

Advanced Diploma in Management (HEQF Level: 7)

University of the Western Cape

Completed November 2014

Certificate Online Copy Writing

University of Cape Town

Completed November 2013

Senior management Development programme (NQF7)

University of Stellenbosch Business School

Completed October 2013

International Diploma in Digital Management: Digital Management

Blue Magnet

Completed November 2009

Certificate in Practical Management –Leadership

Sanlam

Completed December 2008

Certificate: Business Management Program

The Graduate Institute of Management and Technology, University of Stellenbosch

REFERENCES

Provided on request.

Contact this candidate