Open to opportunities

Lukhanyiso Mhlauli

@lukhanyisomhlauli

I lead banking and contact-centre operations, improving service delivery, SLA performance, reporting, and team capability.

South Africa

Message

What I'm looking for

I'm looking to lead operations, service delivery, and customer-focused teams where I can strengthen processes, improve SLA and KPI performance, coach leaders, and deliver clear operational reporting.

I'm leading operations for the RT46 Programme at FNB Fleet, overseeing Team Leaders, service delivery, stakeholder management, quality assurance, coaching, reporting, and continuous improvement.

At DSV Road, I've managed inbound contact-centre operations since 2021, supporting SLA delivery, coaching, reporting, and escalations.

Across more than eight years in banking, logistics, customer service, and government client environments, I've led operational support for national government programmes and coordinated large fleet card renewal projects.

I bring a practical focus on strengthening processes, improving quality, producing executive operational reports, and helping operational teams deliver consistently.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

FNB Fleet

Jan 2025 - Present (1 year 7 months)

Lead operations, manage Team Leaders, oversee service delivery, reporting, stakeholder management, quality assurance, coaching and continuous improvement.

Operations Management Team Leadership Service Delivery Reporting Stakeholder Management Quality Assurance Coaching Continuous Improvement