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Summary
Overview
Work History
Education
Skills
Review Feedback
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Diane Van Zyl

Diane Van Zyl

Operations Manager | Senior People Manager
Cape Town
Summary

Enthusiastic Senior Human Capital Business Partner, eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of Business- and People Operations with a passion for people, resolving queries, coaching individuals, improvement of business processes and showing up by working hard and motivation. I am a firm believer that you reap success from building relationships and that a happy employee is a hard worker. One needs to employ the right people to make the business a success. Attitude is everything and humor goes a long way!

Overview
13
13
years of post-secondary education
15
15
years of professional experience
Work History

Senior Human Capital Partner | Operations Manager

Altron Karabina
2012-09 - Current

I have evolved with the company as it grew and changed. I was initially employed by iSPartners Pty Ltd to work as a People Manager for Karabina, a subsidiary of iSPartners.

A second subsidiary company was created under the iSPartners group called Zetta. My portfolio grew and I started looking after the Zetta team from a people management perspective and later on in the capacity of Operations Manager.

I also evolved from People Manager to Operations Manager in the Karabina business when I expressed an interest in the operations side of the business. I also moved to Senior People Manager.

In 2018, Altron purchased the iSPartners business and we are currently known as Altron Karabina, a division of the Altron Group.

People Management:

Implementation of the People Management practices (determined by the national approach) and objectives that will provide a people oriented, high performance culture in the Cape Town region that emphasizes empowerment, quality, excellence, accountability and goal attainment.

One of the main purposes of the role is to drive staff engagement and retention in the region whilst still meeting company objectives.

RESPONSIBILITIES:

Onboarding

  • Onboarding / Orientation in CT
  • Create a positive and professional impression from the first contact with new starters
  • Ensure that the company is ready for the employees as soon as they start (email addresses, laptops, desk, etc)
  • Drives high level plan for the new starters for the first 2 days (and onwards if required)

Performance Management and Improvement

  • Collating and conducting performance reviews (probation and bi-annual)
  • Monthly 1:1s to touch base with consultants and develop high trust relationships – ensure all action points are followed up within 24 hours of the meeting
  • Coaching and soft skill development
  • Continuous tracking of KPIs
  • Ensure consultants’ time is put to good use in between projects. Motivate them to be productive in their “down time”.
  • Sales and Operations staff (Non-consulting) – ensure regular meetings are conducted and feedback on action points to relevant line manager.

Performance Improvement

  • Knowledge of SA Labour Law, BCEA and company Disciplinary Code and Procedure
  • Good knowledge of company employment contracts
  • Good knowledge of company benefits and perks
  • Ensure correct processes followed when initiating Performance Improvement Programmes (PIP) for cases of poor performance.
  • Understand that the intention of PIP is to turn undesirable behaviours around or close skills gaps
  • Ensure correct processes followed when initiating Disciplinary actions for cases of misconduct. Ensure staff are treated firmly but fairly and in line with our Disciplinary Code.
  • Work closely with People Operations Manager to ensure correct processes are followed

Career Journey

  • Involved in the entire lifecycle of staff “from hiring to retiring” (on boarding, career development, coaching and mentoring
  • Employee orientation and on boarding – ensure all new starters have a clear view of the organization and their role within the organization from day 1 (including but not limited to Role Profiles, KPIs, Learning Paths, etc)
  • Create a positive, professional first impression of the company from day one
  • Ensure consultant’s / staff’s career journey is clear and vivid
  • Assist with formulating their career journey goal setting
  • Work closely with Learning and Development Officer for employee training (internal and external)
  • Drive consultants to study and sit for Microsoft Exams
  • Off boarding – exit interview, resignation confirmation, etc. Ensuring the off boarding process is as professional and as clear as the on boarding process.

General

  • Driving company values to ensure we have the right people working for us and representing us at every level
  • Drive Work on Wellness programme (understanding of ICAS offerings so we can drive internal usage to benefit staff)
  • Understanding the purpose of various roles in a consulting environment and how they interact (consultants, sales, marketing, etc)
  • Policy development, updating and documentation
  • Company communication
  • Employee safety, welfare, wellness and health
  • Active member of the iSocial committee
  • Assist and advise regional and national management on staffing issues
  • Work closely with resource manager and consulting leadership to communicate allocation of consultants
  • Constant communication with consulting leadership and line management on issues with staff that could impact business
  • Regular formal feedback to consulting leadership (majority sitting in Johannesburg) on all consultants reporting into them
  • Updating of People Operations intranet site – documentation, etc
  • Active involvement and ownership of various People Operations projects that are assigned to Human Capital
  • Knowledge sharing and free sharing of ideas within the team to stimulate ideas to drive the continuous improvement of People Operations
  • Employee Opinion Survey / Pulse Surveys, etc.

Business Operations Duties

  • Ensure that all weekly and monthly timesheets are submitted and correct for all consultants
  • Weekly and monthly timesheet approval for all consultants
  • Creating project plans and adding tasks on Microsoft Project
  • Liaising with independent contractors, assisting with getting contracts signed and building relationships
  • Liaising with contracting houses to find the relevant skills, negotiating rates and finalising contracts as well as relationship building
  • Assisting sales at times with liaising with customers and keeping relationships positive

Monthly checking, correcting and approving

Office Management of Cape Town Office

  • Organize and supervise all of the administrative activities that facilitate the smooth running of an office
  • Developing and implementing new administrative systems, such as record management
  • Recording office expenditure and managing the budget
  • Organising the office layout and maintaining supplies of stationery and equipment
  • Maintaining the condition of the office and arranging for necessary repairs
  • Direct management of office cleaner

Client Events

  • Organize and coordinate client events and training run from the Cape Town office
  • Act as hostess for these events to ensure clients are looked after in terms of catering, comfort of venue, etc

Zetta Operations

Responsible for running Cape Town Zetta Operations functions. Including but not limited to:

Resource Management (accountability sits with the Services Head of the respective region):

  • Achieving efficiency in resourcing
  • Overview of entire Cape Town Zetta team in terms of allocation
  • Direct liaison with regional leaders around efficient use of staff
  • Constant communication with the regional leaders around allocation decisions / requirements
  • Excellent understanding of the Zetta sales pipeline
  • Excellent understanding of deals likely to land to enable forward thinking in terms of resource planning
  • Use above knowledge and understanding to provide input into the recruitment process in liaison with the regional Zetta leadership teams

Opportunity Management:

  • Check that forecasts are regularly updated on CRM
  • Promoting opportunities to 80% on CRM – ensure correct documentation is uploaded
  • Check that the forecasts are realistic in the context of the business
  • Contribute to a smooth month end process by ensuring that CRM is accurate and up to date
  • WIP
  • Update CRM after month end to reflect the actuals

Accountable for running Zetta Operations functions. Including but not limited to:

Projects:

  • Load all EPM project schedules for Cape Town Zetta opportunities
  • Highlight project risks to relevant regional leader
  • Highlight project renewal dates to relevant regional leader

Timesheets:

  • Ensuring that Cape Town Zetta consultants have submitted their timesheets correctly and on time (weekly and monthly checks)
  • Create timesheet tasks
  • Handle any queries / errors

Call Centre Manager | Executive Helpdesk

Nashua Mobile
2009-07 - 2012-08

During this tenure, I managed the Executive Helpdesk. A team of four members who resolved online complaints (via email, HelloPeter, Facebook, Twitter, escalations, ICASA queries and Consumer Protection Act queries).

I also managed the Switchboard team, Nashua Mobile admin team as well as the Reception area.

Customer Service

  • Service Efficiency
  • Handling Time
  • Call Quality
  • Customer Satisfaction Index
  • Hold Time

Management of Resources

  • Manage Absenteeism
  • Performance Review
  • Manage Occupancy
  • Manage Schedule Adherence

Manage Costs and Administration

  • Cost Containment
  • Monthly Performance Reports

Staff Management

  • Industrial Relations
  • Performance Management
  • Training and Development
  • Ongoing Recruitment drives
  • Employee Assistance Programs

Behavioural Competencies

Decision Making/Problem Solving

  • Recommendations on improving productivity, quality, supply, workflow or layout
  • Anticipating consequences of decisions and considering multiple factors (e.g. Customer needs, feasibility, deadlines, costs etc.)
  • Impact assessment
  • Determine Root Causes of problems and pro-actively analyse current processes and change if necessary as a preventative measure

Information Monitoring

  • Monitor activity and performance in designated areas of responsibility
  • Review and maintain project progress reports
  • Conduct feedback and brainstorming sessions with project stakeholders to discuss progress

Planning and Organizing

  • Prepare plans for projects and major assignments (including tasks, resources and time frames)
  • Project long-term personnel needs
  • Schedule work/meetings with other departments, business units, peers, employees, internal/external customers and vendors

Coaching

  • Demonstrate proper interactive listening skills and involve others with a goal of improving processes so that they can solve future problems independently
  • Work with others to strengthen their performance and improve skills in a particular area
  • Diagnose problems and share solutions to create learning experiences
  • Provide feedback about performance on a task or activity that is specific and objective

Customer Focus

  • Examine decisions from the perspective of the customer before acting
  • Communicate customer needs and suggestions for addressing them to the appropriate business units to bring about changes that will better meet customer’s needs
  • Seek information to understand the customer's needs and develop appropriate solution

Achievements:

Manager of the Year nomination in 2011

Customer Service Manager - Cape Town Region

Nashua Mobile
2008-06 - 2009-07

During this time I managed the Data Support team at our regional office in Cape Town, as well as the Customer Support team.

I was also assisting the Operations Manager with day to day tasks.

Customer Service

  • Service Efficiency
  • Handling Time
  • Call Quality
  • Customer Satisfaction Index
  • Hold Time

Management of Resources

  • Manage Absenteeism
  • Performance Review
  • Manage Occupancy
  • Manage Schedule Adherence

Manage Costs and Administration

  • Cost Containment
  • Monthly Performance Reports
  • Petty Cash

Staff Management

  • Industrial Relations
  • Performance Management
  • Training and Development
  • Ongoing Recruitment drives
  • Employee Assistance Programs

Behavioural Competencies

Decision Making/Problem Solving

  • Recommendations on improving productivity, quality, supply, workflow or layout
  • Anticipating consequences of decisions and considering multiple factors (e.g. Customer needs, feasibility, deadlines, costs etc.)
  • Impact assessment
  • Determine Root Causes of problems and pro-actively analyse current processes and change if necessary as a preventative measure

Information Monitoring

  • Monitor activity and performance in designated areas of responsibility
  • Review and maintain project progress reports
  • Conduct feedback and brainstorming sessions with project stakeholders to discuss progress

Planning and Organizing

  • Prepare plans for projects and major assignments (including tasks, resources and time frames)
  • Project long-term personnel needs
  • Schedule work/meetings with other departments, business units, peers, employees, internal/external customers and vendors

Coaching

  • Demonstrate proper interactive listening skills and involve others with a goal of improving processes so that they can solve future problems independently
  • Work with others to strengthen their performance and improve skills in a particular area
  • Diagnose problems and share solutions to create learning experiences
  • Provide feedback about performance on a task or activity that is specific and objective

Customer Focus

  • Examine decisions from the perspective of the customer before acting
  • Communicate customer needs and suggestions for addressing them to the appropriate business units to bring about changes that will better meet customer’s needs
  • Seek information to understand the customer's needs and develop appropriate solutions

Operations Specialist

Nashua Mobile
2007-06 - 2008-06

Duties

  • Loading of new products on internal billing system
  • Liaising with networks with regards to billing queries
  • Addressing billing queries sent from the business
  • Implementing an Operations Manual for the business to use
  • Implementing processes to streamline the business
  • Identifying and rectifying billing queries and system issues
  • Quality testing and reporting

Achievements

Specialist of the Year nomination

MD Desk Consultant

Nashua Mobile
2005-10 - 2007-06

Duties

  • Responding to all media complaints including newspapers, ICASA, Hello Peter, etc.
  • Facilitating change in the Business
  • Enhancing and streamlining processes
  • Attending to high level escalated customer complaints
  • Electronic communication with customers
  • Liaising with all departments in the business to find root causes of problems, as well as rectifying the process or people which brought about the initial complaint
  • Maintaining and improving the public image of the business
Education

High School Diploma

Stellenberg High School
1996-01 - 2000-12

Diploma Journalism - Radio; Print & Web

CityVarsity
2001-01 - 2001-12

Bachelor of Arts Psychology

UNISA
2005-01 - 2011-12

Short Course Operations Management

Get Smarter - UCT
2015-02 - 2015-06
Skills

Business and people operations management

Managing People

Communication

Team Building

Talent development

Coaching

Problem solving

Relationship Building

Review Feedback

The following excerpts are taken from the 2020 annual performance review - feedback given by my peers, colleagues, direct reports and management:

"Di is an exemplary all rounder. Always willing to go the extra mile wherever she can. Super positive, funny, and one I have truly seen embody our values. I have absolutely no constructive criticism, however can go on for days about all the good and the great! Well done, Di!"

"Di is a true stalwart on the People Management Team. I believe she has the right balance between humor and seriousity (new word!). I enjoy working with her and trust that she will look out for the people while choosing the best possible situation for Altron Karabina. She has really come a long way in her business knowledge and approach. Well done, Di!"

"Diane is an integral part of the business and is ever willing to support each and every person. I don't know anyone that cares more about the company and its employees."

"Just love the passion Diane shows towards her work, people and company. She goes out of her way to assist and it always turns out positive. Love the way she believes in her people and that just makes you believe in yourself more. I'm glad I have the blessing of knowing someone as great as her."

Additional Information

Assisting Altron Group with chairing performance hearings

SHE & Firefighting Representative

Timeline

Short Course Operations Management

Get Smarter - UCT
2015-02 - 2015-06

Senior Human Capital Partner | Operations Manager

Altron Karabina
2012-09 - Current

Call Centre Manager | Executive Helpdesk

Nashua Mobile
2009-07 - 2012-08

Customer Service Manager - Cape Town Region

Nashua Mobile
2008-06 - 2009-07

Operations Specialist

Nashua Mobile
2007-06 - 2008-06

MD Desk Consultant

Nashua Mobile
2005-10 - 2007-06

Bachelor of Arts Psychology

UNISA
2005-01 - 2011-12

Diploma Journalism - Radio; Print & Web

CityVarsity
2001-01 - 2001-12

High School Diploma

Stellenberg High School
1996-01 - 2000-12
Quote
Judge a man by his questions rather than his answers.
Voltaire