Karabo Nyedimane

Develop and manage product roadmap based on customer needs, market trends, and company priorities/objectives.

Lead product launches and go-to-market strategies in collaboration with marketing and sales.

Work closely with cross-functional teams to deliver exceptional products that meet market demands.

Build and maintain relationships with stakeholders to ensure business continuation/growth.

Create, review & approve product documentation (Terms & Conditions, Disclosure Notices, Policy Schedules, Product Booklets, etc.) to ensure compliance and identify product enhancement opportunities.

Create and manage detailed project plans, timelines, and resource allocations while tracking and reporting progress to stakeholders, including executive leadership.

Define and monitor KPIs to evaluate product success and inform future prioritization and introduce calibrated products where necessary.

Analyze customer feedback (compliments and complaints) to make data-driven decisions.

Lead and manage the Product Office Team, which includes Senior & Junior Product Specialists and Product Testers.

Oversee Call Centre processes through ongoing call audits, script reviews, and calibrations/training sessions.

• Increased product adoption by identifying customer needs through customer engagement and developing innovative product features.
• Managed product roadmaps for FNB underwritten VAPs, aligning with company (MotoVantage & FNB) goals and ensuring timely delivery of key features.
• Skillful in owning every phase of product design (benefits,premiums and Ts & Cs) , obtaining approval through various governance forums within FRG, testing and product launch.
• Proficient in building interdisciplinary relationships with sales and marketing teams to apply customer feedback and product testing results for superior outcomes.
• Increasing efficiency within the business by analyzing customer complaints and reviewing existing processes
• Improved user experience by collaborating closely with design and development teams on UI (User Interface)/UX (User Experience) enhancements.
• Increasing sales within the business by identifying product benefits that will increase our competitive advantage will maintaining desirable loss ratios.

• Increased client retention by proactively addressing potential challenges and providing strategic recommendations for improvement.
• Establish and maintain a professional relationship with clients.
• Responsible for the monitoring, optimizing and reporting on all campaigns
• Manage client projects from beginning to end, working to carry out client goals while still meeting company goals.
• Service multiple clients concurrently, managing lead volumes and campaign performance
• Over- seeing any marketing collateral relating to client campaigns for e.g. making sure sms, email, web, Facebook campaigns and any other communication channels are in line with client’s requirements
• Produce performance and financial reports
• Help develop initiatives that ensure financial targets and growth objectives are met.
• Run incentive days within External Call Center's to drive sales performance
• Conduct Product/Lead Generation and Sales training
• Conduct Monthly Billing.

• Full management, supervision and motivation over Policy Administration team
• Key client administration, encompassing relationship building and maintenance with the organization’s strategic and other key clients
• First point of contact and liaison between the Regent Policy Admin Department and Point (External Client – Fulfillment Expert),
• Quality Assurance Audits
• Productivity monitoring/analysis and performance management
• Designing and Compiling Training Packs for Brokers and Internal departments
• Testing and signing off initiated system enhancements/amendments
• Construct stats on the monthly performance of the Motor Division for MANCO.
• Financial risk mitigation through financial report analysis and refund authorization.

• Full management and supervision of the Sales and Client Services Department,
• Loading and importing of lead files for the sales to onto the SKI system
• Sales call audits and side by side quality assurance
• System report extraction and analysis for management weekly productivity reporting
• Client communication management
• Testing and signing off initiated system enhancements/amendments
• Month End productivity reporting for commission releases
• Escalation person for customer queries and complaints
• Customer refund request audits and submission to external client (Vendor)
• Customer relations. Keep customer up to date on their queries
• Financial reporting to management using bordereau's
• Client/ Broker commission releases
• I’sure Division Month End run (raising premiums for the new month ACB collections, and submitting payment files to banks for premium collection and premium receipting).

• Supervising and managing Switch Board Operators
• Receiving and resolving all customer complaints received for the entire Regent Contact Centre (Sales, Servicing and Policy Administration Department)
• Compiling weekly reports on complaint trends, root cause analysis and error cause removal solutions
• Monitoring and driving SLA’s ( Service Level Agreements) / TAT (Turnaround time) adherence
• Quality Assurance on calls (Inbound & Outbound) and side by side client services/telephone etiquette coaching
• Conducting Customer Service workshops for internal staff (Behavioral patterns analysis and customer expectation management)

• General Contact Centre Administration
• Providing management with stats that
• indicate the Contact Center's performance
• Performing Personal Assistant duties to the
• Management Team
• Producing Performance stats for the Contact Center's Sales Team
• Auditing call/control sheets to ensure accurate call coding by Sales Agents
• Providing Campaign stats for lead suppliers
• Organizing and facilitating events (Team
• building sessions/ Year End functions etc.)
• Resolving Customer complaints that have been escalated
• General Call Centre procurement