Ayabulela Mlisa

Experience

• 

  Cape Peninsula University of Technology

  Jan 2014 - Dec 2015

  Students Accommodate Department: Students Administrative Assistant

  *Conduct thorough inspections of dormitory accommodations, diligently identifying any violations or safety concerns, and prepare and submit comprehensive reports on any breaches of the university's regulatory codes. *Regularly attend staff meetings as well as periodic training sessions for Resident Assistants. *Act as an authoritative agent in enforcing the university's policies and regulations while serving as a vital link between the student body and institutional administration.*Contribute significantly to welcome week initiatives, encompassing the efficient opening of dormitories, student check-in procedures, and the facilitation of robust student participation. *Provide attentive assistance to students with specific needs, and when situations surpass the RA's capacity for direct intervention, proficiently facilitate referrals to the appropriate resources. *Disseminate pertinent information about on-campus and local activities through diverse communication channels, including bulletin boards, face-to-face interactions, online platforms, distribution of flyers, and utilization of social media. *Systematically arrange and oversee floor meetings with residents to foster a culture of community engagement and open dialogue. *Skillfully mediate and resolve conflicts among students, residents, and fellow Resident Assistants, ensuring a harmonious and cooperative living environment. Show less

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  The National Student Financial Aid Scheme

  Jan 2016 - Apr 2020

  *Ensure strict adherence to NSFAS internal administrative and technical reporting standards, procedures, and requisites. *Collaborate with the Process Engineer in crafting *Business Requirements Specifications. *Assist the Process Engineer in shaping User-Interfaces. *Aid the Process Engineer in delineating process workflows. *Assume complete and direct responsibility for overseeing all facets of assigned projects, from the project's inception, award, and negotiation, through to its finalization.*Play an active role, employing critical judgment in the development of project deliverables as outlined in project plans. *Guarantee the submission of project deliverables and documentation with a focus on quality and adherence to deadlines, as directed by the Project Manager. *Maintain proactive communication with subject matter experts, clients, and other relevant stakeholders for each assigned project, as instructed by the Project Manager. *Engage in research activities and attend meetings with pertinent stakeholders as deemed necessary by the Project Management team. *Continuously update and manage the Project folder in SharePoint/ServiceNow. *Efficiently communicate with the Project Management team to address any issues related to assigned projects. *Provide support to Business Development efforts when required. *Execute any other project management-related tasks as directed by the management. *Actively participate in, and in some cases, lead daily project activities. Show less ✓ Accurate and timeously capture manual application forms on the NSFAS online application portal.✓ Dealing with business projects.✓ Quality check application submitted online and validate the accuracy of informationprovided.✓ Check completeness and correctness of information.✓ Update records to reflect correct information.✓ Contact applicants to request additional information or missing documents.✓ Store documents in relevant share drive/repository.✓ Monitoring and reporting.✓ Capturing and Information Distribution. Show less

  • Projects Management Department: Project Coordinator (secondment)

    Jun 2019 - Apr 2020

  • Operations Department: Business Operations Administrator

    Jan 2016 - May 2019
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  The National Student Financial Aid Scheme

  Aug 2022 - now

  The Stakeholder Relationships and Engagement Specialist position in the CEO’s Office at NSFAS focuses on building and maintaining strategic relationships with key stakeholders, including universities, TVET colleges, student bodies, private accommodation providers, and government departments. The role involves facilitating communication, coordinating engagement initiatives, and ensuring that stakeholders are aligned with NSFAS goals and projects. The specialist also handles stakeholder queries, provide regular updates on NSFAS policies, and play a crucial role in managing partnerships to enhance the effectiveness of NSFAS services and programs. The position demands excellent communication, negotiation, and project management skills, with a strong focus on stakeholder satisfaction and collaboration. Show less This position is strategically crafted to uphold robust corporate governance standards during board and sub-committee meetings through adept management of logistical aspects, minute recording, and oversight of documents pertinent to NSFAS' governance and Board administrative functions. I am actively engaged with six committees, namely the Executive, Human Resource, Remuneration & Ethics, Finance, ICT, Operations, and Audit, Risk & Compliance Committees. Furthermore, I foster collaborative relationships with external stakeholders such as the Department of Higher Education and other key NSFAS stakeholders.My responsibilities encompass the meticulous management and coordination of events for both the Board and subcommittees, as well as the orchestration of Board strategic meetings. Additionally, I am tasked with compiling and preparing the budget for the Board Secretariat Office, diligently monitoring its actual expenditure. My role involves processing accounts and generating requisitions for purchases through E-workflow. I engage in seamless liaison and interface activities with relevant internal and external stakeholders, collaborating internally with other departments to seamlessly execute Board Committee functions. Ensuring effective stakeholder engagement on matters related to Board and subcommittee affairs is a key aspect of my role. I also safeguard all Board documentation and collaborate with stakeholders to develop systems for managing data from diverse sources. The extent of my responsibilities is extensive and diverse. Show less ✓ Effectively communicate with stakeholders for any issues related to funding.✓ Handle and resolve inbound calls, emails, chats, and social media inquiries from externalstakeholders.✓ Resolve inbound emails as per service delivery standards with a strong focus on first callresolution.✓ Ensure contacts across are handled as per agreed quality standards.✓ Verify client information to mitigate risk and security.✓ Handle and resolve customer complaints and queries.✓ Identify and escalate customer calls for second and final level support.✓ Deal with complaints and inquiries promptly and efficiently.✓ Assist applicants with manual and Online application process.✓ Handle and resolve queries received from the department of Higher Education and TrainingQuery and compliant escalation and resolution.✓ Efficient application process.✓ Ensure information sharing and dissemination.✓ Treat stakeholders in a professional and courteous manner, take time to understand theirneeds and actively seek to meet them.✓ Effective Contact Centre communications✓ Accurate and up to date information sharing.✓ Ensure all contacts received are accurately captured against the correct classification.✓ Maintain online records of all Contact Centre communications.✓ Monitor all escalated queries by checking and relaying information/feedback to escalationback to client.✓ Follow up with regional support employees when necessary, regarding unresolved queries.✓ Escalate and follow up with Phoenix team regarding loan accounts.✓ Escalate and follow up with NSFAS wallet team regarding accounts not created andpayments not made.✓ Assist students with unblocking and unlocking wallet accounts.✓ Resetting of NFSAS wallet passwords and wallet account. Show less • Provide business calendar management for the executive.• Review information submitted for consideration by the executive.• Work with the senior management of Corporate Services to ensureAug 2022 - Nov 2022adherence to set timelines.• Coordinate and schedule meetings and related events.• Compile, coordinate and contribute to documents, reports and presentations as directedby the Executive.• Compile and coordinate the distribution of meeting packs.• Record and coordinate the minutes distribution of Executive meetings.• Coordinate travel arrangements for the office.• Prioritise documents submitted to the Executive.• Coordinate all events and initiatives of the office of the Executive.• Coordinate all executive communications.• Work with the executive to build and maintain strategic relationships with keystakeholders.• Coordinate the decisions of the Executive office to all stakeholders in line with the student-centric model.• Coordinate and respond to key stakeholder queries and correspondence.• Coordinate and supervise the projects to address identified needs of the office of theExecutive.• Collaborate with departments and project teams to facilitate the timely completion oforganisational projects.• Work with the SMs and provide early indications on achievements or project delays. 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  • Stakeholder Relationships and Engagement Specialist (Office of the CEO)

    Oct 2024 - now

  • NSFAS Board Committee Officer

    Feb 2024 - Oct 2024

  • Operations Department: Stakeholder Relations & Resolutions Practitioner

    May 2020 - Feb 2024

  • Corporate Services Department: Executive Assistant (secondment)

    Aug 2022 - Nov 2022