City of Johannesburg, Gauteng, South Africa
I'm thrilled to announce that I have transitioned into a new role within Nutun, as Managing Director of Nutun International . While my previous position as CEO of Business Services South Africa was incredibly fulfilling, I'm now taking on the role of Managing Executive of Nutun International, where I'll spearhead our global initiatives and service delivery across the full customer and credit lifecycle. This transition represents a fantastic opportunity for growth and impact. I'm truly excited about the chance to leverage my expertise and insights over the last 20 years gained in the group to now drive strategies and foster collaboration on a global scale. It's a testament to our company's commitment to its people, innovation, and global expansion in the US, UK and Australia. As a member of the Nutun executive management team, I’ve assisted in crafting and executing strategies that have helped Nutun grow into what it is today - the largest growing global outsourcing and digitally enabled business service provider in South Africa. I have over 20 years of experience in leadership positions. I thrive on working in a dynamic, fast-paced environment with a team committed to providing our clients and businesses with exceptional service. I’m passionate about “Big Picture Thinking” and some of my core strengths include Executive Leadership, Business Initiation, Strategic Thinking and Key Stakeholder Management. I’m passionate about strategic, creative problem-solving and delivering operational excellence to our clients. I am qualified Chartered Accountant, completing articles at PwC Johannesburg, South Africa and thereafter working in the PwC office in London, UK. I specialise in Credit and collections, Customer Experience, Financial Services, Operations Management, Corporate Finance, Risk Management and Financial Analysis.
Nutun is a global BPO leader headquartered in South Africa. With decades of experience, we lead business into the future by leveraging our innovative, omnichannel solutions across the customer experience and credit lifecycle, from customer acquisition to debt collection and rehabilitation. We drive economic impact in South Africa through award-winning programs in education, job creation, and skills development. We are a force of innovation that generates an impact for our clients, colleagues, communities, and country.
Nutun provides a range of digital business services that ignite operational, transactional and customer experience efficiency for resilient, future-ready growth. The company services a local and global client base in a variety of industries. Nutun has a global footprint with operations in South Africa, Australia, Fiji, Mauritius and the United Kingdom. The business currently has over 4700 employees. At Nutun, we deliver on our purpose of enabling economic sustainability in the communities we serve by combining our unique technology, data, and analytics competencies to provide a range of digitally enabled business services as a trusted partner to a global client base.
RESPONSIBILITIES: ► Oversight of all operational and revenue-generating divisions in TCR, including revenue and the associated cost and capital expenditure budget. ► Oversight of: Operations & Call Centres Legal Collections Principal Asset Management Business to Business Public Sector ►Daily reports to CEO, Transaction Capital Risk Services, who reports to CEO , Transaction Capital. ► Providing inspirational, innovative leadership & mentorship to the 4 executives & senior managers ► Accountable for strategy and achieving earnings growth & meeting client service expectations ► Mentorship for graduates as part of the TC Graduate Recruitment Program ► Fiduciary duties and responsibility for authorisation and signing of contracts and related business in TCR Credit Solutions ► Chairing TCR Executive Committee ► Member of the TCRS Executive Committee and invitee to TCRS Board ► Engagement with key stakeholders including clients and staff ► Oversight of facilities management STAFF: 2,500 ACHIEVEMENTS: ★Consistent high teens earnings increase , in tough economic conditions and challenging regulatory conditions ★ Performance with clients: rank 1st or 2nd in 91% of 254 mandates on client panels ★ Leading c. 2,500 staff in 5 locations (previously 9 locations) ★ TCR obtaining the international Investors in People Accreditation and GCR Servicers Rating of SQ1 ★ Driving change in the business ★ Implementing new systems, technology and data ★ Design and implementation of the business strategy ★ Introducing new collector scorecard, performance management and incentive programs ★ Navigating the business through significant regulatory changes
The Legal Collections division specialises in securing and recovering consumer and commercial debt on behalf of clients with sizeable portfolios of debt in South Africa using legal processes. There are a number of niche areas within the division and these departments are driven by attorneys and other specialists. ROLE: This role originated from Carl’s decision to move from specialist technical positions to that of general management. He was offered the opportunity to head an operational division based on his leadership skills, his complementary technical skills and knowledge of working with people. The role resulted following a strategic decision to split MBD into 3 operational divisions: call centre collections, recoveries and bought debt portfolios, to be supported by various shared service departments. RESPONSIBILITIES: ► Amalgamating disparate areas of the business and forming the Legal Collections division ► Setting the divisional strategy ► Delivering the divisional earnings with specific emphasis on growth ► Managing the overall day to day operations. ► Overseeing the Customer Services Department STAFF RESPONSIBILITY: 280 ACHIEVEMENTS: ★Formation of the Legal Collections division by amalgamating a number of disparate business units. ★Leadership in building a new management team and driving yearly revenue growth ★Achieving financial targets; transforming business in a changing regulatory environment; staff development (creating succession plan and successor).
The role of Commercial Director required close collaboration with the CEO and Carl needed to apply his knowledge and experience to unlock value for MBD. This was an extension of his previous role as CFO with the focus purely on strategic delivery and not day to day operations. Carl was promoted to this role as a result of his knowledge of the business, his track record for delivering results and for his commercial acumen. Projects completed included: ► Sourcing and negotiating with supplier for key operating cost drivers ► Innovating new operational processes e.g. alternative payment channels such as validation & referencing ► Maximizing operational efficiencies e.g. least cost routing options for telephony ► Obtaining a Moody’s servicer quality rating ► Developing new product lines, investments in joint ventures and due diligence on acquired businesses ► Establishment of branch operations ► Broad Based Black Economic Empowerment strategy & measurement, including Empowerdex rating ► Securitization of principal book debt portfolios, a first in South Africa ► Obtaining CA Ratings credit rating for these securitized debentures
As CFO Carl headed up the finance function of the Group and supported the CEO in both operational and strategic functions. RESPONSIBILITIES: ► Responsible for all financial aspects including financial accounting, management accounting, budgeting, forecasting, tax, statutory reporting, treasury, funding and payroll ► Member of EXCO and Invesco (responsibility for decisions on book debt acquisitions) ► Convener of Audit Committee and representative of management ► Attendance at Board meetings in capacity as CFO ► Compliance and internal audit ► Systems and procedures to record payments from debtors (high volume low value transactions) ► Implementation and monitoring of controls, processes and procedures in the organisation ► Overall Insurance and risk management STAFF RESPONSIBILITY: 30 ACHIEVEMENTS: ★Securing incentives from DTI for establishment of call centres and creation of jobs ★Obtaining MBD first Empowerment Rating via Empowerdex ★Leading negotiations & finalising contracts with Telco service providers for call centre outbound calls ★Implementing new accounting system (Accpac) and enhancing management reporting with detailed profitability at a client level
As Manager in Transaction Services in the financial services team, Carl joined this industry focus team on its formation in June 2001. The role typically involved advising clients, both financial buyers and corporate, on merger and acquisition related activity. RESPONSIBILITIES: ►Performed financial due diligence, vendor assistance and other deal related assignments primarily in the financial services sector ►Day to day project management on assignments such as coordinating with the client, PwC team and other specialists ►Identification and analysis of issues, requiring analytical and strategic thinking ►Compilation of reports and other correspondence for clients including issues and recommendations ►Developing and maintaining client relationships ►Technical expertise, knowledge and skills within the financial services sector ►Completion of tasks on assignments and coaching and supervising junior members ►Working within a team environment and sharing ideas and information ►Research on target companies and industry-wide within the financial services sector ►Setting budgets for assignments and monitoring progress ►Performing risk management functions STAFF RESPONSIBILITY: Managed small teams of professionals – project-based (audit or due diligence) ACHIEVEMENTS: ★ Upskill insurance specialism to manage insurance and investment management audits in UK, including multinational insurance businesses ★ Advisory services on complex international transactions and co-ordinating multi-skilled teams of specialists