Denver Knight
Senior Operations Leader | 20+ Years in Financial Services, Customer Experience &
Team Management
- |-| https://linkedin.com/in/denverknight
Professional Summary
Strategic and empathetic operations leader with over 20 years’ experience in Financial
Services, Customer Experience, Marketing, HR and Technical environments. Proven
expertise in leading hybrid teams, driving operational excellence, enhancing SLA
compliance, and leveraging systems like Alpha, SAP, and Salesforce to deliver consistent
business results. Known for fostering high-performance cultures and implementing scalable
process improvements.
Core Competencies
- Operations Management & Optimization
- SLA Tracking & KPI Monitoring
- CRM & Client Lifecycle Management (Salesforce, Alpha)
- Financial Oversight & Budgeting
- Customer Retention & Engagement Strategies
- Hybrid Workforce Leadership
- Training, Mentorship & Change Management
- Data Analytics & Reporting
- Strategic Planning & Execution
- Marketing & New Business acquisition
- HR – interviews and recruitment of staff
- Stakeholder engagement management
Technical Skills
Salesforce • SAP • Alpha System • AWS • Zendesk • Freshdesk • MS Office Suite • Slack •
Zoom • Google Workspace • Front • Where I Work • Zing
Professional Experience
Senior Manager – Capitec Bank
Jan 2003 – Jan 2024
- Led daily operations across 5+ branches, increasing SLA compliance by 20% over two
years.
- Optimized credit application processes using the Alpha System, improving turnaround
time by 30%.
- Developed and implemented branch-level KPIs to improve accountability and
transparency.
- Mentored and coached over 40 consultants, fostering team cohesion and performance.
- Drove client acquisition strategies that contributed to 15% growth in new accounts
annually.
- Spearheaded change initiatives, including product rollouts and cross-training programs.
- Managed multi-million Rand budgets with a focus on financial efficiency and risk
mitigation.
Operations / Sales Manager – CompuTicket (TicketWeb)
Sept 1998 – Dec 2002
- Directed regional operations, staffing, and event sales across the Western Cape.
- Implemented standardized training programs, resulting in 25% higher team productivity.
- Leveraged CRM data to boost client satisfaction scores by 18%.
- Oversaw cash handling and reconciliations for high-profile national events.
Administration Officer – Central Statistical Services
Jan 1997 – Aug 1998
- Supervised 10+ data capturing agents, driving a 95% accuracy rate in data submissions.
- Structured daily operations to reduce data processing delays by 40%.
- Facilitated performance reviews and reporting for upper management.
Administration Officer – Fleet Management, WCED
Jan 1987 – Dec 1996
- Oversaw scheduling, route planning, and compliance for a fleet of 50+ vehicles.
- Improved maintenance tracking systems to reduce downtime by 30%.
- Managed fuel usage audits and procurement workflows for cost efficiency.
Education & Certifications
- Diploma in General Management – Cornerstone Institute
- Matric – Christian Brothers College
- Certifications (Capitec Bank): Data Analytics | Customer Service | Alpha System | Change
Management | Leadership Skills | Coaching | Managing Learning |Industrial Relations |
Initiating and Chairing Disciplinary Enquiries
- First Aid – St John’s Ambulance
References
Available upon request
