Shalen Govender

Associate Partner

George, Western Cape, South Africa16 yrs 3 mos experience

Highly Stable

Key Highlights

15+ years of experience in operational excellence.
Proven track record in driving business growth.
Expert in data-driven decision making and strategy.

Stackforce AI infers this person is a leader in the Insurance industry with a focus on operational excellence and customer experience.

Contact

govendershalen@yahoo.com LinkedIn

Skills

Core Skills

Operational OptimizationData-driven Decision MakingSales Performance ImprovementCustomer Experience Enhancement

Other Skills

Team developmentP&L managementCost OptimisationNew Business DevelopmentCustomer SatisfactionRisk ManagementRisk AssessmentEnterprise Risk ManagementOperational Risk ManagementRisk AnalysisMarket RiskFinancial Risk ManagementRevenue & Profit GrowthOperationsAnalytical Skills

About

I am a transformational leader with 15+ years of experience driving operational excellence and growth across customer service and sales in SA, UK, and USA markets. I leverage analytical techniques to inform strategy and optimize performance, delivering results-driven solutions that enhance customer experience. Expertise: - Strategic leadership - Operational optimization - Data-driven decision making - Team development - Customer experience enhancement - Sales performance improvement - P&L management - Cost Optimisation Using data analytics and industry insights, I identify opportunities, develop innovative solutions, and implement effective strategies that drive business growth. My ability to adapt and thrive in diverse markets has made me a valuable asset in driving business excellence!

Experience

16 yrs 3 mos

Total Experience

3 yrs 4 mos

Average Tenure

2 yrs 11 mos

Current Experience

Exl

2 roles

Senior Assistant Vice President

Promoted

Apr 2026 – Present · 1 mo · On-site

Assistant Vice President Operations

Jun 2023 – Apr 2026 · 2 yrs 10 mos · On-site

Head of Operations Role currently running processes in both Capetown and George.
Leading multiple US insurance campaigns for EXL.
As Assistant Vice President of Operations, I oversee the strategic planning, execution, and optimization of operational processes across multiple functions, driving business growth, efficiency, and excellence.
Collaborating closely with senior leadership, I develop and implement transformative initiatives, leveraging data-driven insights to enhance customer experiences, improve performance, and streamline operations.
My responsibilities include:
Leading cross-functional teams to achieve operational goals
Developing and managing budgets, forecasts, and performance metrics
Identifying and mitigating operational risks
Fostering a culture of innovation, continuous improvement, and employee development
Ensuring compliance with regulatory requirements and industry standards
By combining strategic vision, operational expertise, and collaborative leadership, I deliver results-driven solutions that propel organizational success.

Operational optimizationData-driven decision makingTeam developmentCustomer experience enhancementSales performance improvementP&L management+1

Affinity solutions

3 roles

Head of Operations

Promoted

Mar 2022 – Jan 2023 · 10 mos · Durban, KwaZulu-Natal, South Africa

Primarily responsible for all sales departments at Affinity Solutions.
My team ensure that new business is generated with multiple outsourced companies on a daily basis.
My role requires me to be hands on to ensure my department meet sales targets and KPI’s set by our clients and directors.

New Business DevelopmentSales performance improvement

Senior Operations Manager

Promoted

Jul 2021 – Mar 2022 · 8 mos · Durban, KwaZulu-Natal, South Africa

Responsible for the oversight of outsourced campaigns within Affinity Solutions. My prime focus is to drive performance through Team Leaders and Supervisors and ensure the business meets KPI's provided by our clients and Directors.

New Business DevelopmentSales performance improvement

Operations Manager

Oct 2020 – Jul 2021 · 9 mos · Durban, KwaZulu-Natal, South Africa

Primarily responsible for Customer Service at Affinity Solutions.
My role requires me to manage the campaigns capacity ensuring our productivity and Timekeeping meets our clients SLA's and our KPI's are on target as per business requirements.

Customer SatisfactionNew Business DevelopmentCustomer experience enhancement