Cheslin M.
Mid-Level Risk Manager
Open to offersNew to PlatformAbout
Cheslin M. is an accomplished professional with extensive experience in contact center leadership, most recently serving as a Risk Manager at Lead Capitol Group, focusing on Canadian immigration campaigns. He excels in operational and conduct risk management, implementing frameworks to reduce compliance breaches by 25% and FOS escalations by 15%. Cheslin adeptly manages client governance forums and delivers regulatory audits, ensuring robust third-party vendor oversight and financial risk control. He has honed his leadership skills through various roles, including as a Team Manager at Mango 5 and a Team Leader at IconAF, where he effectively led sales teams, driving performance and strategic management. His proficiency spans across Six Sigma, Project Management, and Business Communication, supported by an Operations Management Diploma and certifications in strategic management and digital marketing. Cheslin's career is marked by a strong commitment to enhancing team efficacy and achieving organizational goals. Fluent in English and Afrikaans, he possesses ITIL 4 and AWS knowledge, integral to his approach in optimizing operational frameworks.
Experience
Risk Manager
Lead Capitol Group · 2026 — PresentManaged operational and conduct risk frameworks in line with FCA principles and client risk appetite. Addressed compliance breaches through enhanced QA sampling and structured conduct coaching. Implemented frameworks for vulnerability identification and strengthened sales suitability to reduce mis-selling risk.Team Manager
Mango 5 · 2024 — 2025Led the operations of the business unit by creating an inspiring team environment and setting clear goals. Monitored team performance, analyzed sales data, and coached staff to enhance performance. Reported on metrics to management while supportively building team capabilities.Team Manager
Mango 5 · 2024 — 2024Oversaw a team of sales agents and QA consultants, managing performance and setting targets. Handled daily briefings and analyzed performance records to identify sales opportunities. Facilitated peer coaching and ensured compliance with established procedures.Team Leader
IconAF · 2023 — 2024Focused on coaching team members and conducting call evaluations to maintain compliance with quality standards. Managed performance and attendance while addressing HR-related matters and implementing operational plans aligned with sales strategies.Metering Team Leader
CX International · 2022 — 2023Ensured productivity by managing the workflow of metering consultants and resolving disputes. Conducted product and technical training, managed payroll, and addressed IR/HR matters related to absence and performance.Sales Team Leader
A1 Financial Services · 2020 — 2022Managed a sales team, contributed to achieving sales targets, and maintained compliance with operational policies.Sales Team Lead (contract)
IBTC · 2019 — 2020Led sales team initiatives during contract duration, managing performance and compliance until project conclusion.Sales Team Manager
Woolworths Financial Services · 2015 — 2018Oversaw sales team operations and contributed to strategic management initiatives while driving sales targets.Collections Team Manager
Capita SA · 2013 — 2015Managed a collections team, ensuring operational efficiency and promoting team performance.Sales Assistant Manager
WNS Global · 2013 — 2013Supported sales operations and team management functions during the operational phase.Customer Services Team Manager
Amazon · 2011 — 2013Managed customer service operations and ensured adherence to service quality standards.Sales Call Centre Manager
Valprod Holdings · 2009 — 2011Oversaw sales call center activities, managing operations and ensuring compliance with performance standards.Sales Team Leader
Platinum Africa · 2007 — 2009Led sales efforts and managed team performance to achieve sales objectives.Sales Consultant
Old Mutual (Temp) · 2006 — 2007Engaged with customers to promote products and facilitate sales during temporary assignment.Sales Team Leader
Flexi Cell · 2004 — 2006Managed sales team operations and supported the achievement of sales targets until company closure.Sales Team Consultant
Flexi Cell · 2003 — 2004Supported sales efforts and contributed to team performance during tenure.
Skills & Expertise
Education
- Operations Management DiplomaAlison
- Diploma in Six SigmaAlison
- Diploma in Strategic ManagementAlison
- MBA Project Management CertificateRegenesys
- Master's Certificate in Business ManagementMaster Class
- Six Sigma Green and Black BeltUdemy
- Basic Accounting CertificateNew Skills Academy
- Fundamentals of Digital MarketingDigital Skills for Africa (Google)
- Data Science FundamentalsCognitive Class
- ITIL CertificateITSM Zone
- Introduction to Data ScienceCognitive Class
- Data Science - Hands-on with open-source toolsCognitive Class
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