Lucia K.
Senior Operations Manager
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Lucia K. is a highly accomplished professional with over 15 years of experience in operations management, administrative support, and integrated HR functions across multiple industries, including risk management and finance. As an Operations Manager at the Institute of Risk Management South Africa since May 2023, she has excelled in leading initiatives to enhance operational efficiency, streamline workflows, and implement process improvements that significantly boost productivity. Lucia has a proven track record in resource allocation, ensuring optimal use of personnel, and overseeing vendor and supply chain management. Her role involves comprehensive HR support, from recruitment coordination to performance management, and ensuring strict adherence to health and safety regulations. Previously, as a Consultant and Executive Assistant, she offered strategic support to high-level executives at The Institute of Risk Management SA, managing multiple subcommittees and coordinating projects. Lucia's expertise extends to membership management, customer service, business development, and team leadership across past roles at organizations like Callforce Direct and First National Bank. She possesses a Contact Centre Certificate and Diplomas in Office Administration and Frontline Tourism.
Experience
Operations Manager
Institute of Risk Management South Africa · 2023 — PresentLed initiatives focused on operational efficiency by streamlining workflows and implementing process improvements. Managed resource allocation for optimal use of personnel, tools, and materials. Monitored key performance indicators (KPIs) and utilized data for strategic decisions. Handled vendor relationships and procurement processes, ensuring timely delivery of goods and services. Executed workforce planning to maintain appropriate staffing levels while coordinating shifts and absences with minimal disruption.Consultant
Freelancer | Self Employed · 2022 — 2023Offered a range of administrative and business support services to multiple organizations, such as conducting research, writing proposals, completing vendor documents, and creating processes and templates. Provided customer service support to both internal and external stakeholders.Executive Assistant and Office Support Management (Office of the CEO & CRA)
The Institute of Risk Management SA · 2018 — 2022Provided high-level administrative support to the Chief Executive Officer and Chief Risk Advisor. Managed research, prepared statistical reports, and oversaw information management tasks. Coordinated calendars, scheduled appointments, and facilitated events as the main liaison among managers, employees, and clients. Generated regular reports, maintained internal databases, and handled communications. Managed expense reports, financial records, and travel arrangements. Acted as Secretariat for various subcommittees, ensuring proper meeting management and minute distribution. Offered survey and data analysis support for projects while handling proposal drafting and invoicing tasks.Customer Service | Membership Specialist
The Institute of Risk Management SA · 2015 — 2018Processed and managed membership applications, including developing critical skills letters for the Department of Home Affairs. Maintained the membership database and verified information. Responsible for all invoicing aspects related to memberships and overseeing fee collections. Coordinated the Public Sector Committee and participated in the Student and Membership Committee. Reported monthly membership statistics to the CEO and managed vendor forms, including Forex verifications.Account Executive
Callforce Direct · 2013 — 2015Participated in business development by seeking new business opportunities while managing a workforce of 350 temporary staff. Addressed all HR-related matters, including payroll and client site visits. Collaborated with the recruitment department for filling vacancies and onboarding new staff.Human Resources Officer
Callforce Direct · 2011 — 2013Supported the recruitment process through candidate screening and initial interviews. Assisted in employee relations by addressing inquiries and concerns while aiding in basic HR administrative functions.Team Leader
First National Bank – Credit Card · 2007 — 2011Managed a team of 20 staff, overseeing call quality assurance and performance management while ensuring compliance with all banking processes. Handled escalations as required.Authorisations Consultant
First National Bank · 2005 — 2007Reservation & Check-in Agent
Pelican Air Service · 2004 — 2005Resourcing Consultant
Quest Flexi Staff Solution · 2004 — PresentAirport Service Agent
Emirates Airlines (UAE) · 2003 — PresentData Capturer
South African Revenue Services · 2002 — PresentAdmin Assistant
Hooked on Hemp (SA) · 2000 — PresentCustomer Service Rep
First National Bank · 1999 — Present
Skills & Expertise
Education
- Contact Centre Certificate NQF Level 4People Solution · — — 2010
- Contact Centre Certificate NQF Level 2People Solution · — — 2009
- Diploma in Office AdministrationDamelin Management School · — — 1998
- Diploma in Frontline TourismDamelin Tourism School · — — 1998
- MatricHyde Park High School · — — 1997
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