Auguste Niita Nkole

• Authorize claims, maintenance processes, and policy transactions in line with company policies and requirements. • Check and verify data to ensure high accuracy and reduce processing errors. • Resolving client and intermediary queries within agreed turnaround times (SLAs). • Support workflow by prioritizing urgent work and managing tasks during high volumes. • Acted as a point of coordination during supervisor absence, managing team communication on leave, workflow updates, and daily operational matters in consultation with management. • Work closely with the Affluent Sales team, brokers, and internal departments to ensure smooth service delivery. • Assist with handling escalated cases and follow through until resolved. • Provide support to team members when needed, sharing knowledge and helping maintain quality of work. • Maintain regular communication with Sales and intermediaries to ensure expectations are understood and met. • Maintain clear and accurate records for audit and compliance purposes. • Act as a point of support for junior staff, providing guidance and coaching on processes to junior team members, ensuring quality standards and consistent service delivery; and helping maintain quality and turnaround times. • Support reporting by providing accurate information for team updates. • Contribute ideas to improve processes and reduce delays. • Support continuous improvement initiatives, including system and workflow enhancements within operational processes. • Contributed to improving turnaround times and reducing processing delays through better prioritization of work. • Build and maintain strong relationships with brokers, clients and internal staff.

• Managed administration of pension and provident funds (10,000+ members), ensuring full compliance and SLA adherence. • Supervised, couched, lead and built collaborative team of 2 junior staff. • Coordinated workflow and service delivery, ensuring timely processing of contributions, claims, and section 14 transfers. • Resolved client complaints and escalations, maintaining high service standards and stakeholder trust. • Collaborated with HR and stakeholders to improve service timelines and data quality. • Delivered member communication and education, improving client understanding and experience. • Maintained high data integrity and accuracy (98%), supporting operational excellence. • Maintain accurate reporting and audit-ready documentation, supporting internal and external audits (95% compliance rate achieved). • Facilitate effective communication between Sales, operations teams, brokers, and clients, ensuring transparency and alignment. • Perform detailed quality assurance and verification checks, improving accuracy and minimizing rework and operational risk.

• Managed financial operations and donor-funded budgets, reinforcing accounting discipline and compliance. • Supervised, couched, lead and built collaborative team of 5 junior staff. • Streamlined workflows and records management, improving document retrieval times by 25%. • Oversaw procurement and asset management; supported internal audits and cross-functional finance processes. • Maintained financial systems (Pastel Accounting) and operational records to auditor-ready standards, supporting internal and external audits. • Monitored and enforced financial controls, identifying discrepancies, process gaps, and risks, and implementing corrective actions to prevent losses and wastage. • Maintain accurate reporting and audit-ready documentation, supporting internal and external audits (95% compliance rate achieved). • Provided operational reporting and data collation to support management decision-making and effective financial oversight. • Provided day-to-day operational guidance and supervision to junior staff, promoting accuracy, service quality, and adherence to operational standards. • Identified opportunities to streamline administrative and financial processes, improving turnaround times and operational efficiency. • Supervised junior staff, providing coaching and guidance to support their development and performance