Credico is a well-known global outsourced sales company. With offices in Canada, the United States, United Kingdom, and South Africa, Credico shares the success of this great organization with our team. We are fortunate to be comprised of an impressive, dedicated, capable team of deeply committed, skilled, and inspiring people who choose to lend their talents to our purpose every day. Like most Employee Spotlight campaigns, the goal is to highlight a team member for who they are and what they do. However, our goal is a little different; we’d like to share the global stage with people who call Credico their work home.
Our next featured employee is Senzo Mkhize, Risk and Investigation Manager at Credico South Africa, and their 2024 Employee of the Year!
What do you do at our company?
I work as a Risk and Investigation Manager at Credico. my key responsibilities include:
- Managing and resolving customer complaints in a fair and timely manner.
- Investigating and addressing all relevant parties to ensure accountability.
- Leading the risk and investigation department to achieve its objectives.
- Proactively identifying and mitigating potential risks to the organization.
- Ensuring adherence to regulatory requirements and company policies.
My department serves as the central point for managing and resolving all Credico-related complaints, providing remedies to affected parties, and upholding the organization’s standards.
What brought you to want to work at Credico?
Personally, my journey with Credico commenced as an Independent Sales Agent, progressing to become a business owner. Subsequent to the COVID-19 pandemic, I was presented with the opportunity to assume a staff role within the organization, thereby expanding my scope to contribute to the business in a distinct capacity.
The strategic vision outlined by the Head of Compliance and Training (Jacques Ellis) resonated with me, and I recognized an opportunity to leverage my six years of experience as an ISA and business owner to support the realization of this vision and drive business growth.
How long have you worked at Credico?
I have worked at Credico for an incredible 3.5 years.
What has been your favorite project so far?
My most notable project to date has been collaborating with the Development team to design and implement Credico’s Complaints Management Framework within our portal system. This strategic initiative aims to enhance the department’s efficiency in managing complaints, reduce response times, and proactively mitigate potential risks, ultimately driving process improvements and strengthening our commitment to excellence.
Can you take us through a day in the life for you at Credico?
Upon arrival at the office, my day at Credico commences promptly. My immediate priority is to ensure that all existing escalations are being addressed within established Service Level Agreements. Concurrently, I oversee the team’s handling of new cases, verifying adherence to the department’s Standard Operating Procedures.
I maintain open communication channels with internal stakeholders throughout the day, providing timely updates on case progress and campaign trends. Additionally, I ensure that Credico’s clients are informed about escalation progress and resolution outcomes. All feedback and updates are meticulously documented and presented in a format suitable for management review and oversight.
What do you like most about working at Credico?
The people, culture, vision and social impact that Credico has throughout South Africa is what I really like. Credico is able to transform a person’s life from being unemployed to becoming a business owner and employing other people.
What would you like to ask our CEO?
What is Credico’s 20-year goal?
Can you share the best career or life advice you’ve received?
Never stop learning.
How do you spend your time when you’re not working?
I spend time with my family. My children and wife play a very pivotal role in my life shaping the amount of effort I put throughout my life. On weekends and holidays, we either go to the park, commonly the Midrand Bird Sanctuary, the mall (the kids’ favourite mall being Mall of Africa and Fourways Mall), or special family events.
