Kaashifa Manie

Experience

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  South African Airways

  Jan 1995 - Apr 1998

  Customer Services Agent

  Operated as Check-in Agent and Passenger Services Agent at OR Tambo). Worked as temp in December 1994.

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  Singapore Airlines

  May 1998 - Dec 1999

  Customer Services Agent

  Airline Rep for Singapore Airlines based in JHB, completed skills to enable interest in Learning and Development in Singapore (1998-1999) i.e. Customer Services - Passenger Services, Interline check-in

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  South African Airways

  Jan 2000 - Apr 2005

  Manager: Voyager and Reservations Training Academy |

  Manage training academy to conduct training interventions for SAA Voyager Call Centre (JHB) and all Voyager centres internationally. Set-up monthly travel schedule and budget for trainers to travel nationally and internationally. Ensure all training plans and material were aligned to SAQA standards. Annual revue conducted on training academy. As manager of training academy, I was part of the Services THETA, developing NQF standards for Call Centres nationally.Direct Reports: x15 trainers based in Gauteng, x3 Quality Assurers, x3 material developers Show less

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  Qatar Airways

  May 2005 - Sept 2005

  Inflight Services

  Training in inflight services for Qatar Airways

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  Nedbank, Ltd

  Nov 2005 - Oct 2013

  Enable Cross Sell (operationally) in Personal Loans Sales sales environment, by establishing front-end and supporting area gaps and needs. Project Manage and lead all interfaces impacting Personal Loans and ensure feedback provided to Personal Loans Manco. Drive and lead requirements impacting the Sales Channel - ensure feedback provided to impacted stakeholders. Manage and drive the Integrated Channel Strategy deliverables. Engage and establish relationships across Retail and influence impacts on Personal Loans business across all areas. Build executing team to support and drive impacts into relevant business areas, based on related projects established and delivered by team. Drive and deliver Personal Loans Cross Sell target. Show less Execute strategic view of understanding our Personal Loans customers better, and look at ways of providing Customer Value Management, i.e. Customer Loyalty and Retention, Customer Experience, Customer Service. Set-up objectives related to World Class Service requirements for the business, as well as represent Personal Loans in the Customer Action Forums. Direct Reports: x3 Nedbank Contract Staff - telemarketers, employed to contact customers and acquire feedback on their customer experience with Personal Loans. Show less This role was a continuation of the previous job, as Operational Development Manager, in the same department. However, was split - as the function and deliverables of each area became more specialized. Ensure all Sales and Marketing Projects are scoped; documented and tracked on as per the required business time-lines andbull. Assess requirements as documented by the project office, and analyse specific business requirements that will impact the Sales and Marketing channel, i.e. governance; training; communication and process gaps. Plan, Test, Pilot and Implement processes across the business - to ensure that projects were on track - and ensure ongoing measurements in place to monitor the success of the projects. Review all business operating processes and align the requirements between the various sales and administrative areas. Ensure that all system enhancements and changes are tested, communicated to the relevant business stake-holders for training, communication, etc, and monitored post implementation - for feedback to business and IT. Provide input on enhancements required from a Sales and Marketing Channel perspective - i.e. document Business Requirements; Change Requests; etc. Direct Reports: x3 staff - Operations, Systems & Project Support Officers Show less Accountable for providing support to the Personal Loans Sales Channel; Channel Development and New Business Development divisions and all Supporting Areas. Duties included-Process development and enhancement: developing and streamlining of processes for front-office system issues; Back-office issues; Complaints and Queries; Compliance data and stats; Conformance of Sales Customer Service Centres to Branch Network, and Skills Development Auditing. Streamline and implement processes best suited to the client and business needs. Alignment of training outputs and ensuring that QMS standards are in place. Responsible for ensuring all material and programmes are OBE aligned; coaches and material developer/s are accredited and that all outputs meet the overal objectives of our business. Special Projects: network with other business areas to design, develop and implement systems; processes and tools to assist the Sales channel in acquiring and maintaining client retention and targets.Direct Reports: x5 staff - execute specific duties in accordance to department roles and responsibilities Show less Ensure smooth roll-out of formal training and coaching schedules. Implement Quality Management System within Sales division. Alignment of Product Material; Assessment Portfolios; relevant Unit Standards and NQF requirements. Ensure processes and policies in place in order to fulfill Skills Development Audit for Channel Development. Implementation of various training programmes and alignment thereof, for Qualification purposes. Direct reports: x24 coaches and x3 training co-ordinators, based country-wide Show less

  • Senior Manager: Cross Sell & Sales Operations | Personal Loans: Sales |

    Aug 2010 - Oct 2013

  • Senior Manager: Customer Insight & Research | Personal Loans: Sales |

    May 2010 - Aug 2010

  • Manager: Projects, Systems and Process | Personal Loans: Sales |

    Jan 2010 - Apr 2010

  • Operational Development Manager | Personal Loans: Sales |

    Sept 2007 - Dec 2009

  • Sales Coaching Manager | Personal Loans: Sales |

    Oct 2006 - Sept 2007

  • Sales Coach/Trainer | Personal Loans: Sales |

    Nov 2005 - Sept 2006
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  Nedbank

  Oct 2013 - now

  I lead a team of interior designers, architects, corporate wear managers and suppliers, with the strategic support of Group Brand and RBB Marketing. The purpose of my role is to bring our brand to life across the physical environment, by interpreting the brand strategy, our corporate identity and core values, for Retail and Business Banking and other businesses we support across the Group. This ranges from signage, to design and image of our retail points of presence, corporate wear for our staff and commercialising the physical channels for our customers. Show less Develop, implement and maintain the Visual Branding Strategy and standards across all physical points of presence for Nedbank.- Maintain and enhance Nedbank's visual brand image across the micro markets, within Retail and Commercial Campus Sites- Create and maintain alignment of Nedbank's visual brand image within SA and Africa- Drive the Strategic Directional Signage Intent and plan across the all micro markets- Owner of Nedbank's Visual Brand Image Strategy, Principles and Governance Management- Upskill Procured Suppliers to fulfil on the requured Value Chain principles - Drive speed to market- Create strong team performance to execute with excellent results- Senior manager to 4 direct reports accountable for executing the strategy Show less

  • Head: Visual Image and Brand Enablement

    Feb 2017 - now

  • Senior Manager: Visual Branding | Distribution, Design & Procurement

    Oct 2013 - Jan 2017