Dynamic Business Support Manager with over a decade of experience in operations management within the financial services sector. Specialist in driving strategic projects, enhancing operational efficiencies, and implementing risk management frameworks. Achievements include automating processes that improved SLA percentages and receiving the prestigious 'MVP' award for exceptional performance. Proven ability to lead teams, ensuring effective alignment and support to achieving Organizations objectives.
Work History
Business Support Manager - Income and Guaranteed Solutions
2 Years 8 Months
Old Mutual | 02.2022 - 10.2024
Coordinated all Income and Guaranteed Solutions (ISG) deliveries into the Old Mutual Africa Region 'Corporate Refresh' project.
Developed an operating model to facilitate seamless Smooth Bonus operations throughout Africa.
Provided subject matter expert (SME) input into system selection, requirements, testing, and launch.
Facilitated in-country recruitment and training of staff on Smooth Bonus product management functions.
Implemented an operational risk management framework across the region, enhancing compliance and operational efficiency.
Business Support Manager - Income and Guaranteed Solutions
3 Years 5 Months
Old Mutual | 08.2018 - 01.2022
Championed the future vision of success for the unit, aligning strategies with the evolving business landscape.
Held accountability for governance over internal changes and ensured compliance with legislative frameworks.
Delivered strategic projects as a sponsor and resource provider.
Honoured with the General Manager's Discretionary 'MVP' award in 2021 for outstanding contribution.
Operations Manager - Income and Guaranteed Solutions
5 Years
Old Mutual | 07.2013 - 07.2018
Directed the Operations team managing all Smooth Bonus customers and overseeing assets of approximately R132 billion.
Enhanced SLA percentage for the Technical Operations team to 99%, up from 95%, by automating various processes.
Instituted risk control measures that led to optimal audit outcomes from 2015 to 2018.
Technical Team Leader - Product Solutions
3 Years 11 Months
Old Mutual | 07.2009 - 06.2013
Oversaw the Investment Operations team serving all Old Mutual Smooth Bonus clients, managing assets amounting to approximately R125 billion.
Elevated SLA percentage to 95% from below 70% through the implementation of daily KPIs.
Nominated for the Green Lantern Leadership Award in 2011, recognising leadership excellence.
Officer, Multimanager Pricing Team
1 Year 4 Months
JPMorgan Chase | 02.2008 - 06.2009
Managed the daily production of NAVs for assets totalling approximately $3 billion.
Achieved a reduction in the average NAV error ratio to less than 2% per annum, improving operational accuracy.
Team Leader, NAV (SYmmETRY Multi-manager)
3 Years 7 Months
Old Mutual Investment Group | 06.2004 - 01.2008
Led and coached a team of five employees, fostering professional development and team cohesion.
Accountable for updating the Business Continuity Plan to ensure operational resilience.
Pricing Specialist
4 Years 3 Months
SYmmETRY Multi-managers | 02.2000 - 05.2004
Instrumental in establishing Symmetry's administrative procedures, enhancing operational efficiency.
Received the Investment Services Innovation and Development Award in 2002 for exceptional contributions.
Fund Accountant
3 Years 6 Months
Old Mutual Employee Benefits | 07.1996 - 01.2000
Reconciled and produced monthly and annual fund accounts for 67 private schools, ensuring accuracy and compliance.
Education
Post Graduate Diploma - Management Practice (Systems Thinking)
Henley Business School | Cape Town, South Africa | 04-2020
Management Development Programme - Management Development Programme
Gordon Institute of Business Science (University of Pretoria) | Cape Town | 03-2015
Business Management - Business Management
Cape Technikon | Cape Town, South Africa | 12-1994
Skills
Problem analysis and resolution
Business Process re-engineering
Capacity analysis
Implement improvement strategies
Strong decision maker
Multidisciplinary collaboration
Innovative
Operations management
Product management
Strategic planning
Documentation and reporting
Process improvement
Operational oversight
Policy implementation
Certification
Certified SAFe 5 Product Owner/Product Manager
LANGUAGES
English
C2
Bilingual or Proficient
Afrikaans
B1
Intermediate
Portuguese
A1
Beginner
Timeline
Business Support Manager - Income and Guaranteed Solutions
Old Mutual
02.2022 - 10.2024Read More
Business Support Manager - Income and Guaranteed Solutions
Old Mutual
08.2018 - 01.2022Read More
Operations Manager - Income and Guaranteed Solutions
Old Mutual
07.2013 - 07.2018Read More
Technical Team Leader - Product Solutions
Old Mutual
07.2009 - 06.2013Read More
Officer, Multimanager Pricing Team
JPMorgan Chase
02.2008 - 06.2009Read More
Team Leader, NAV (SYmmETRY Multi-manager)
Old Mutual Investment Group
06.2004 - 01.2008Read More
Pricing Specialist
SYmmETRY Multi-managers
02.2000 - 05.2004Read More
Fund Accountant
Old Mutual Employee Benefits
07.1996 - 01.2000Read More
Cape Technikon
Business Management from Business Management
Read More
Gordon Institute of Business Science (University of Pretoria)
Management Development Programme from Management Development Programme
Read More
Henley Business School
Post Graduate Diploma from Management Practice (Systems Thinking)
<ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul> at Loggerhead Reciprocal Interinsurance Exchange<ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul> at Loggerhead Reciprocal Interinsurance Exchange
<ul><li>Company Overview: Group Company of PUIG, Spain</li><li>Team Leadership & Process Excellence: Organised the transformation of the Finance & Accounts function, establishing performance-driven goals, and embedding a culture of accountability and continuous improvement. Drove operational efficiency through process redesigns, SOP implementation and optimal resource deployment, leading to measurable improvements in turnaround time and accuracy.</li><li>Strategic Partnering with CXOs: Acted as a key advisor to the CEO, CFO, and other CXOs on business planning, pricing strategies, and business model pivots to support scale-up and profitability. Contributed to investor communications with data-backed insights to enhance stakeholder confidence and secure strategic funding.</li><li>Cross-Functional & Global Stakeholder Management: Functioned as the strategic finance business partner to cross-functional heads and the PUIG global finance team, aligning local execution with global financial strategies and compliance requirements.</li><li>ERP Transformation & System Automation: Led end-to-end ERP reimplementation to address system gaps, enforce role-based controls, and automate core finance processes—resulting in enhanced data accuracy, faster reporting and improved internal controls.</li><li>Costing, Inventory & Profitability Optimization: Designed and implemented plant-level costing models to ensure accurate COGS determination. Improved inventory management across pricing, consumption tracking, and aging analysis—enabling better working capital control and cost efficiency.</li><li>Manufacturing Finance & Statutory Compliance: Supervised end-to-end accounting for manufacturing operations and ensured full statutory compliance.</li><li>Financial Reporting, MIS & Profitability Analytics: Delivered accurate and timely monthly MIS reports, including P&L, Balance Sheet and KPI dashboards with deep-dive variance analysis across stores, business verticals, and geographies. Supported board-level decision-making through insightful presentations on financial health and business performance.</li><li>Budgeting, Forecasting & Business Planning: Led the Annual Operating Plan (AOP) and rolling forecasts, ensuring alignment with strategic objectives and market dynamics. Monitored key financial metrics to enable business decisions and proactive cost management.</li><li>Statutory, Internal & Tax Audit Management: Finalized standalone and consolidated financials under Ind AS and IFRS, ensured timely group reporting and compliance with international standards. Delivered clean and timely closures of statutory, tax, and internal audits in coordination with Big 4 auditors. Strengthened audit readiness through pre-audit diagnostics and rectification of recurring control gaps.</li><li>Regulatory Compliance & Risk Management: Ensured end-to-end compliance which includes ROC, RBI, FEMA, Income Tax, GST, Transfer Pricing, DTAA, and Customs. Reviewed cross-border contracts and transactions to ensure arm’s length pricing, accurate TDS application, and proper documentation under Transfer Pricing regulations.</li><li>Commercial Negotiation & Contract Governance: Led commercial negotiations and structured deals with vendors and franchisees. Reviewed key business contracts to ensure financial viability, risk protection, and compliance with regulatory standards.</li><li>Treasury & External Commercial Borrowing (ECB): Managed fund planning and liquidity management including ECB drawdowns, bank negotiations, and interest optimization. Improved working capital cycles through proactive cash flow forecasting and receivables control.</li><li>Internal Controls & Governance Framework: Led organization-wide reviews of internal control systems, identified process gaps, and redesigned or implemented over 40 SOPs and IFCs. Established a governance structure for financial discipline, risk mitigation, and policy compliance across departments.</li></ul> at Kama Ayurveda Pvt. Ltd. & PUIG India Pvt. Ltd.<ul><li>Company Overview: Group Company of PUIG, Spain</li><li>Team Leadership & Process Excellence: Organised the transformation of the Finance & Accounts function, establishing performance-driven goals, and embedding a culture of accountability and continuous improvement. Drove operational efficiency through process redesigns, SOP implementation and optimal resource deployment, leading to measurable improvements in turnaround time and accuracy.</li><li>Strategic Partnering with CXOs: Acted as a key advisor to the CEO, CFO, and other CXOs on business planning, pricing strategies, and business model pivots to support scale-up and profitability. Contributed to investor communications with data-backed insights to enhance stakeholder confidence and secure strategic funding.</li><li>Cross-Functional & Global Stakeholder Management: Functioned as the strategic finance business partner to cross-functional heads and the PUIG global finance team, aligning local execution with global financial strategies and compliance requirements.</li><li>ERP Transformation & System Automation: Led end-to-end ERP reimplementation to address system gaps, enforce role-based controls, and automate core finance processes—resulting in enhanced data accuracy, faster reporting and improved internal controls.</li><li>Costing, Inventory & Profitability Optimization: Designed and implemented plant-level costing models to ensure accurate COGS determination. Improved inventory management across pricing, consumption tracking, and aging analysis—enabling better working capital control and cost efficiency.</li><li>Manufacturing Finance & Statutory Compliance: Supervised end-to-end accounting for manufacturing operations and ensured full statutory compliance.</li><li>Financial Reporting, MIS & Profitability Analytics: Delivered accurate and timely monthly MIS reports, including P&L, Balance Sheet and KPI dashboards with deep-dive variance analysis across stores, business verticals, and geographies. Supported board-level decision-making through insightful presentations on financial health and business performance.</li><li>Budgeting, Forecasting & Business Planning: Led the Annual Operating Plan (AOP) and rolling forecasts, ensuring alignment with strategic objectives and market dynamics. Monitored key financial metrics to enable business decisions and proactive cost management.</li><li>Statutory, Internal & Tax Audit Management: Finalized standalone and consolidated financials under Ind AS and IFRS, ensured timely group reporting and compliance with international standards. Delivered clean and timely closures of statutory, tax, and internal audits in coordination with Big 4 auditors. Strengthened audit readiness through pre-audit diagnostics and rectification of recurring control gaps.</li><li>Regulatory Compliance & Risk Management: Ensured end-to-end compliance which includes ROC, RBI, FEMA, Income Tax, GST, Transfer Pricing, DTAA, and Customs. Reviewed cross-border contracts and transactions to ensure arm’s length pricing, accurate TDS application, and proper documentation under Transfer Pricing regulations.</li><li>Commercial Negotiation & Contract Governance: Led commercial negotiations and structured deals with vendors and franchisees. Reviewed key business contracts to ensure financial viability, risk protection, and compliance with regulatory standards.</li><li>Treasury & External Commercial Borrowing (ECB): Managed fund planning and liquidity management including ECB drawdowns, bank negotiations, and interest optimization. Improved working capital cycles through proactive cash flow forecasting and receivables control.</li><li>Internal Controls & Governance Framework: Led organization-wide reviews of internal control systems, identified process gaps, and redesigned or implemented over 40 SOPs and IFCs. Established a governance structure for financial discipline, risk mitigation, and policy compliance across departments.</li></ul> at Kama Ayurveda Pvt. Ltd. & PUIG India Pvt. Ltd.