Senior Consultant & Co-Founder

TCF Institute South Africa

August 2013 to Actually working here

TCF Institute South Africa is the local leading authority on comprehensive Treating Customers Fairly organisational alignment. From our experience which stems across all levels and functions of an organisation, we know that socio-political, socio-cultural, and socio-economic factors differ from country to country. We know that Treating Customers Fairly would translate differently in South African business to countries such as the UK, Singapore, the United States, Australia and Canada who also have Treating Customers Fairly. Using our experience, coupled with research and development projects, TCF Institute South Africa offers customised solutions to South African TCF practitioners. It is currently, the only Institute of its kind that solely focuses on Treating Customers Fairly South Africa. TCF Institute South Africa product design integrates a framework of cross-disciplinary, cross-functional, holistic, practical assistance for the South African Treating Customers Fairly practitioner. The product framework embraces three key principles: ?Holistic value offerings ?Fresh ideas to reach integrated solutions ?Practical guidance and support TCF Institute South Africa research and development projects currently focus on enhancing Treating Customers Fairly South Africa skills in the following areas: ?Treating Customers Fairly South Africa Awareness Tools ?Practical Treating Customers Fairly Tools ?Validating Treating Customers Fairly Efforts

Executive Consultant and Co-Founder

Ubuntu Business Concepts

August 2013 to Actually working here

We are amongst a growing list of companies worldwide who have translated our professions and passion to the calling of re-establishing Trust in Business. Trust in Business affects all relationship aspects of a business - customers, investors, staff, competitors, industry and leadership. Our practical and values-based approach to business is structured so clients can reach their goals of economic, social and environmental sustainability. Our aim is to restore trust in business. www.ubuntubiz.co.za https://www.facebook.com/pages/Ubuntu-Business-Concepts/445770772125898 www.sincereentrepreneur.com

Management Consultant - Complaints

Mutual & Federal

February 2013 to July 2013

Design and Implementation of the operational complaints framework, processes, systems and policies in terms of Treating Customer Fairly. Maintain service, quality and desired outputs through ensuring compliance to tactical policies, procedures and standards. Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals Measure and monitor service delivery compliance of team. Managing Ombudsman relations directly with the adjudicators and administrators of the Ombudsman For Sort-Term Insurance (OSTI), Negotiating resolution, tracking submissions and adjudications Negotiating financial compensatory settlement of Ombudsman referrals Compiling company?s regulatory defence to ombudsman referrals Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery. Accountability for the management of business related risks and Governance. Initiate change to ensure continuous improvement.

Compliance Monitoring Officer

Discovery Health

August 2012 to January 2013

Compliance Support

PruHealth / Discovery

March 2009 to July 2012

Management consultant specifically relating to complaints management, including managing Ombudsman relations directly with the adjudicators and administrators of the UK Financial Ombudsman Service, UK Financial Ombudsman Relations ? negotiating resolution, tracking submissions and adjudications Negotiating financial compensatory settlement of Ombudsman referrals Compiling company?s regulatory defence to ombudsman referrals Offering best practice compliance guidance to operational control owners (MANCO) Gather and distribute lessons learnt from each step in the client centric value chain Assist management with compliant development and implementation of Business Development escalation strategies Developing and compiling valuable MI with diagnostic reviews Compliance guidance and information sharing to operational areas within the business Coaching to customer facing operational areas Reporting of occurring TCF issues and weekly/monthly updates Impact analysis of draft legislation Performance areas; Monitoring and oversight of the time taken to resolve complaints in line with TCF and addressing these issues with both senior management and team leads. Root cause analysis of complaint trends. Assurance of complaint handling performance. Reporting to senior management

Customer Relationship Manager

PruHealth / Discovery

November 2007 to March 2009

Service Consultant

PruHealth / Discovery

September 2006 to November 2007

Quality Assurance Manager

Careline Services Ltd

May 2005 to June 2006

Inbound / Outbound Customer Support Consultant

Osiris Trading (Online Casino)

September 2002 to January 2005

Sales Manager

Save-on-Clothing

April 2000 to August 2002

Operations Manager

Magic Company

January 1997 to February 2000

Merchant Consultant

Nedcor Bank

January 1994 to January 1997

Matric

January 1989 to January 1993

Career Goals

Industries of interest

Areas of interest

Availability to travel and work outside the city

No

Interests and hobbies