cornelia van heerden

Create a new team to support both Consumer and Enterprise Customer Care in Measurement, Enablement and Transformation. Leading the people transformation of the new team and new way of working while executing on day-to-day operational management Design new Operating Model for the MET team to remove duplication and drive focus on the Customer Experience Agenda Responsible for the following functional areas: Management Information, Call Quality, Process Compliance, Workforce Planning, Knowledge Management, Change Management, Project Management and Continuous Process Improvement. Align teams across Measurement, Enablement and Transformation to drive insights into actionable plans and measurable benefits Integrate Regulatory Compliance into the Quality Framework to ensure not only adherence to Customer Experience principles but also manage and report on Regulatory Compliance Drive Risk Management Plan for PoPI by integrating with the ISO 9001 Risk Management Framework Lead the Technology Capability stream in the Vodafone CARE 2020 Customer Experience Strategy

* Definition of Customer Journeys and Business Process to drive implementation of optimised processes through IT Systems - Oracle Siebel (CRM) * BRM (Billing) and OPH (Product Catalogue) Responsible for Change Management on the IT Implementation of Oracle stack, aligned with company strategy of Unmatched Customer Experience * building business case to support project buy-in Working collaboratively across all units to drive high quality customer service improvements in processes, systems and product outcomes * successfully minimising service disruptions and maximising satisfaction rates Mentoring and leading a team of 30+ professionals empowered to achieve high standards in performance Directing four competency areas to achieve business goals: Governance Office in compliance with ISO regulations * Business Transformations Office for change management * Customer Experience Design to execute future growth, and a Customer Service Implementation to execute on transition roadmap

* Identifying and executing long-term strategic plans for improved customer experience * hiring, training and leading a cross-functional team of 40+ Business Analysts and Solution Architects * including an Oracle Siebel Implementation for Prepaid Customers Analysing gaps and trends for improvement opportunities * designing end-to-end enhancements in processes, systems and policies to support business vision for the sales and operations Playing key role in team tasked with the redesign of the SA operating model Managing and controlling budgets and negotiating high value contracts * building collaborative relationships with internal and external teams to deliver a customer centred approach

Collaborating with 21 operating companies as well as outside vendors across the organization to deliver of standards and solutions across Group IT, including a BI Solution in Ghana, Uganda and Cote d’Ivoire Conducting IT maturity assessments and evaluating financial analysis, functionality and regulatory compliance across South Africa and Middle East for proposed solutions; delivering strategy for optimal infrastructure including investigating options for IT Outsourcing

* Driving End-to-end business process improvements to improve efficiency resulting in cost savings and revenue uplift * Manage Business Analysis, Call Centre Quality, Work Force Management, Knowledge Management, Communications and Change Management means to ensure successful, measurable business improvements across Call Centre, Retail and Online environments * Design and implement new operating model and organisational structure to support the business in new markets * Delivering high quality customer interactions across internal operations and outsource business partners; assessing quantitative and qualitative trends, driving customer satisfaction, and recommend call deflection * Providing insight and direction to improve operating performance and customer behaviour; utilised commercial modelling techniques to assess impact of different spend and usage patterns * Responsible for PoPI (Protection of Personal Information) Project Implementation and ISO9001 certification