Ntuthuko Nzimande

Experience

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  AOL

  Nov 2004 - Mar 2006

  Call Centre Consultant

  • Answering incoming calls and respond to customer emails• Management and resolve customer complaints• Troubleshoot significant customer service problems• Identify and escalate issues to the Team Leader• Sell products and place customer orders in the computer system• Upsell products and services

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  Vodacom

  May 2006 - Jun 2007

  Call Centre Team Leader

  Led team to achieve goals through open communication, coaching, and performance management. Trained and motivated team members to meet call centre objectives, prioritised goals, and oversaw call monitoring and corrective action to drive success.

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  Standard Bank South Africa

  Jun 2007 - Feb 2012

  Manages queries via email and phone, builds relationships with stakeholders (CIB, BFCs, SMEs) for Corporate Card division, audits FICA documents, and ensures defect-free application processing. Facilitates daily communication with Sales team, business partners, and customers. Identifies and eliminates unnecessary documents/processes to enhance customer experience. Responsible for timely and accurate verification of income, employment, identity, and affordability to limit risk and fraud. Analyses balance sheets, identifies discrepancies, and performs KYC verification within turnaround times. Ensures compliance with credit, fraud, and compliance processes, minimises errors, and meets service level standards. Provides support to team and other departments to optimise business opportunities and resolves escalated application queries.

  • Communications Officer

    Apr 2009 - Feb 2012

  • NCA & Verification Consultant

    Jun 2007 - Apr 2009
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  Metropolitan

  Jun 2012 - Jul 2013

  Financial Advisor

  My Role:Responsible for communicating with clients about their financial objectives, and risk tolerance and then recommending an appropriate financial planning strategy. · Met with clients to discuss assets, expenses, and long-term and short-term investment goals to devise personalised financial plans.• Helped individuals and families build and execute wealth management strategies based on unique goals and objectives.• Created business plan and identified target customers by interacting on phone and in person, handling basic inquiries and providing quotes.• Educated clients on various financial matters and provided professional recommendations on investment opportunities, products and services based on individual needs Show less

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  MultiChoice Group

  Aug 2013 - Feb 2020

  Leading the Digital Care team to deliver exceptional digital customer service across multiple channels (email, live chat, social media, etc.), driving customer satisfaction and contributing to organisational objectives. Responsible for gathering customer feedback, benchmarking industry best practices, developing agent training programs, improving customer service, and aligning services with customer care strategy. Leads the omnichannel team for Showmax & DStv Now, ensuring seamless customer experience across all platforms. Show less Lead, motivate, coach, and develop customer service representatives to deliver high-quality service to multimedia contact centre customers. Drive business objectives by enabling consultants to meet targets. Foster a customer-focused, high-performance environment, and champion continuous improvement. Set performance objectives, ensure protocol adherence, and manage complaints to promote best practices. Responsible for leading by example, building a strong team identity, and boosting overall performance. Show less

  • Omni Channel Team Leader - Showmax

    Jun 2019 - Feb 2020

  • Customer Care Team Leader

    Dec 2015 - Jun 2019

  • Service Recovery Specialist - Price Lock Task Team

    Aug 2013 - Dec 2015
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  Sage

  Mar 2020 - Mar 2023

  Responsible for leading a 300 People payroll team of digital care professionals to deliver exceptional customer experiences through various digital channels (email, live chat, etc). Oversee the development and implementation of customer-centric strategies, driving digital transformation and optimising operational efficiency across both cloud and on-premise platforms. Driving customer success and business outcomes for Sage 200 VIP & SBCPP (Payroll) customers across both on-premise and cloud deployments. Leading high-performing First Line and Second Line support teams, fostering a culture of excellence, and optimising customer relationships through data-driven insights and collaboration.

  • Services Team Manager: Digital Care, Africa and Middle East

    Dec 2021 - Mar 2023

  • Technical Support Manager

    Mar 2020 - Nov 2021
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  Sanlam

  Apr 2023 - now

  Manager: Retail Affluent, Business Shared Services

  Driving business excellence through strategic oversight, process innovation, and talent development. Delivering exceptional client experiences and shaping the future of financial services.