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Nthabiseng Nyakane

@nthabisengnyakane

Strategic Customer Services leader improving governance, operations, service delivery, and digital transformation across different industries.

South Africa

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What I'm looking for

I’m looking for a leadership role where I can combine customer service excellence with strong governance and compliance—driving digital transformation, performance improvement and ethical outcomes that improve member experience and stakeholder trust.

I’m a Strategic Operations and Customer Service Leader with over 8 years of experience in governance, stakeholder management, fund administration, and organisational operations. I lead multi-functional teams to strengthen regulatory compliance, improve service delivery, and drive measurable service outcomes.

In my previous role as Customer Services Manager at SAMRO, I led five service units and managed 19 staff members to align operations with organisational strategy and regulatory requirements. I developed customer service strategies that reduced case resolution time by 30% and spearheaded digital transformation initiatives that increased operational efficiency and service transparency.

I also supported governance at board and committee level as an Appointed Trustee for the SAMRO Retirement Annuity Fund. I oversaw retirement savings administration for 24,000+ members, strengthened fund governance structures and compliance frameworks, and championed ethical investment strategies and transparent benefit allocation.

Across my career, I’ve coached high-performing teams, improved service quality through performance assurance, and ensured accurate claims and benefits administration with regulatory oversight (FAIS, FSCA, TCF, POPIA). With an MPhil in Business Management (ESG & Sustainability), I bring a values-led approach to operational excellence and long-term sustainability.

Experience

Work history, roles, and key accomplishments

Appointed Trustee

SAMRO

Apr 2024 - Nov 2025 (1 year 7 months)

Oversaw retirement savings administration for 24,000+ members and served on governance, communications, and claims committees. Strengthened fund governance and compliance frameworks and championed ethical investment strategies, supporting the release of millions in unpaid death benefits.

Policy Oversight Regulatory Compliance ESG Sustainability Strategy

Customer Services Manager

SAMRO

Feb 2024 - Nov 2025 (1 year 9 months)

Led five customer service units and managed 19 staff to align operations with organisational strategy and regulatory requirements. Developed customer service strategies that reduced case resolution time by 30% and recovered and distributed R30 million in unpaid royalties.

Customer Experience Strategy Service Management Digital Transformation Stakeholder Engagement Team Leadership Performance Quality Assurance Regulatory Reporting

Team Lead – Customer Services

SAMRO

Sep 2021 - Jan 2024 (2 years 4 months)

Supervised and coached 19 consultants to deliver high-performance customer service. Implemented training and performance programs that increased productivity by 40% and reduced service escalations by 35% through quality assurance improvements.

Customer Service Operations Coaching Performance Management Quality Assurance Productivity Improvement De escalation Team Leadership

Deceased Estate Consultant

SAMRO

Mar 2020 - Mar 2022 (2 years)

Investigated and verified beneficiary claims for over 12,000 members, ensuring accurate benefit allocation and regulatory compliance. Processed and released 75% of historical death benefit claims and provided governance expertise for senior fund officer development.

Deceased Estate Investigation Beneficiary Claims Validation Benefits Administration Regulatory Compliance Governance Support Process Improvement

Customer Service Consultant

Tracker Connect

Jan 2017 - Mar 2020 (3 years 2 months)

Managed high-volume customer service operations and complaint resolution while supervising service teams to ensure quality assurance standards. Reduced customer complaints by 20% through service process improvements and received multiple performance awards for service excellence.

Customer Service Operations Complaint Resolution Team Supervision Quality Assurance Process Improvement CRM Systems