Gauteng, South Africa
At its core, my job is pretty simple — make things work better for the people using them and the people running them. In practice that means finding where processes are unnecessarily complicated, where clients are hitting friction they shouldn't have to deal with, and where teams are spending time on things that don't add any real value. Then fixing it. I've been doing that for over 20 years across financial services, insurance, and manufacturing — starting on the shop floor and working up to global transformation programmes spanning EMEA, APAC, and the Americas. Lean Six Sigma Black Belt, with a consistent track record of 15–35% efficiency and capacity gains across every organisation I've worked in. More recently that work has evolved into AI-enabled automation and digital self-service — finding smarter ways to reduce the need for manual intervention without losing the human touch where it actually matters.
Specialist transformation role within a cross-functional team eliminating root-cause friction in client journeys and shifting residual demand to digital self-service across a globally regulated financial services business operating across EMEA, APAC, and Americas. • Lead end-to-end diagnostic deep-dives across client-facing and back-office journeys, identifying friction points, avoidable demand drivers, and operational inefficiencies. • Design future-state operations centred on AI-enabled self-service, digital deflection, and intelligent workflow automation, improving capacity for high-complexity client engagement. • Drive digital channel capability uplift through collaboration with technology and product teams, shaping platform requirements and closing self-service content gaps. • Replace fragmented, email-driven processes with structured, auditable case management and task orchestration workflows, reducing manual effort and improving process consistency. • Develop detailed process models and future-state BPMN maps to document current-state complexity and support technology implementation and stakeholder alignment.
• Leading global improvement projects across multiple business areas that align with strategic objectives. • Establishing optimal business outcomes and ensuring delivery of measurable ROI. • Actively supporting global Employee Suggestion Program and delivery of linked business benefits/savings. • Design and deliver comprehensive Lean Six Sigma Yellow Belt training course and coach and mentor trainees to successfully complete project element and deliver tangible benefits. • Leading role in wider global PEX forum to enhance organisational CI awareness, knowledge sharing and cross- functional collaboration. • Leading role in pioneering RPA initiative in critical business area, focussing on process discovery and task mining with Automation Anywhere
• Drive Lean thinking focus across all business operations and key partnerships in the value stream • Lead kaizen initiatives and project manage key process improvements across multi-functional divisions • Champion value creation across client journey and customer experience • Operations Lead on niche projects including product design, marketing and overall project management
• Establish and lead programme for Lean implementation and systems thinking across all group brands through leadership training and gemba coaching. • Lead kaizen process improvement projects through problem-solving, improving processes, defining metrics and driving process discipline while supporting leadership development and accountability. • Leading specialised, multi-divisional strategic improvement projects with a key focus on change management and customer value. • Champion client journey and customer experience focus
• Responsible for total quality management of the entire business process and meeting customer requirements in terms of the necessary quality systems and procedures pertaining to each industry supplied to. • Compilation of quality control procedures and the inspection and auditing of the execution thereof. • Production management and planning with a strong focus on MRP on raw material inputs and finished goods. • Responsible for planning and coordinating despatch/logistics ensuring goods are delivered to customers on time and as cost-effectively as possible