Nivesh Poonan
@niveshpoonan
Client services and operations leader driving digital transformation, process automation and exceptional customer experience.
South AfricaWhat I'm looking for
I am a strategic client operations and BPO leader with over 20 years' experience delivering operational leadership, digital transformation and customer experience improvements across banking and financial services in the UK and South Africa.
I have led large-scale transformation programs—integrating automation, AI, RPA and Lean principles—to reduce manual effort, accelerate processing, and deliver measurable performance improvements while ensuring compliance and stakeholder alignment.
My achievements include implementing AI-driven document processing, building Power BI performance dashboards for 300+ staff, leading major platform migrations, and instituting real-time reconciliation and quality controls to protect service delivery.
Experience
Work history, roles, and key accomplishments
Portfolio Head: Operational Innovation
Momentum Investments
Aug 2022 - May 2025 (2 years 9 months)
Led operational innovation and client services transformation, integrating automation, AI and digital solutions to reduce onboarding manual tasks by 33% and cut processing time by 80%, while improving service quality and compliance.
Functional Head: BPO Client Services
Investec Private Bank UK
Jan 2013 - Aug 2022 (9 years 7 months)
Directed end-to-end BPO client services and operations across multiple countries, leading digital transformation (RPA/analytics) and delivering real-time dashboards that maintained 98% turnaround times and protected a GBP4.5bn migration.
Education
Degrees, certifications, and relevant coursework
WSWits Business School
Master of Management, Digital Business
Master of Management in Digital Business with thesis on digital leadership, customer experience strategy, and data-driven decision-making in client service delivery.
UAUniversity of South Africa
Bachelor of Business Administration, Management and Marketing
Bachelor of Business Administration in Management and Marketing focusing on management and marketing principles for business administration.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Job categories
Skills
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