Chief of Strategy Implementation & Operational Efficiency
Natalie is qualified in Psychology, Short Term Insurance, Human Resources and Business Commerce.
She started her corporate career as part of the start up team for one of the first Direct Insurer businesses in South Africa. Prior to the company’s “go-live”, she enjoyed the privilege of a 6 month Business Management Internship Programme. Within Guardian Direct, Natalie was ultimately responsible for the Sales Call Centre.
During her career, Natalie has been involved in business start up initiatives within blue-chip organisations such as Alexander Forbes and Investec and led the Private Insurance division at Investec – Here she learnt how to bring strategic and operational focus to drive business development and customer retention.
Natalie was part of the start up team to launch AA Autobay, AA Finance and AA Insurance with AA Insurance being her portfolio. Through this she enhanced her expertise in partnership negotiations, product development, sales management and customer engagement. Following the successful launch of AA Insurance, Natalie moved to head HR for the Group. This encompassed the set up and management of all HR disciplines.
Natalie established Cycan Interim and Beyond. This business pioneered Interim Management in South Africa, positioning enterprise game changers on a project, “just-in-time” basis. She was a member of the Cycan Group Executive team and specialised in Executive Search and Talent Acquisition.
Prior to PLP, Natalie established her own consulting company, Capital Connect.
As Chief of Operational Efficiency and Strategy Execution, she is responsible for aligning the operational strategy to cater for the ever-demanding client and a transformation to digital. She works across the business divisions to drive continuous improvement and an ongoing operational focus on achieving the business’ strategic goals.
Natalie’s passion for excellence and approach towards delivering outstanding customer service has resulted in her success in her varied roles.
The CCMG is the Professional Body of the Contact Centre industry in South Africa and represents over 2,006 Contact Centres, 22,500 top and middle managers and 10,000 agent level individuals. The CCMG contributes to the professional growth of businesses and professionals within the Contact Centre industry, providing a forum for knowledge sharing and networking to empower and transform its members, while building on service excellence and continuous improvement within the industry.
Tel: 010 003 0020