Mbaki Moloyi
Data Consulting Manager @Assent
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WORK HISTORY
Data Consulting Manager @Assent
Ottawa, ON, CA
Led the Data Consulting team, overseeing day-to-day operations and strategic direction to ensure excellence in client experiences and communications- Implemented strategic process streamlining initiatives, reducing client-facing data transfer and migration timelines by 25% and resulting in a 15% increase in Customer Satisfaction (CSAT) and a 10-point rise in Net Promoter Score (NPS)- Spearheaded a strategic initiative to re-engineer service delivery workflows, resulting in a 25% improvement in process efficiency and a 15% reduction in client data onboarding time- Championed the adoption of a new AI-powered data validation tool, leading to a 30% reduction in manual data review time and significantly improving data accuracy- Fostered cross-functional collaboration with Customer Success, Product Support, and Product Management to define and implement a new suite of client-facing tools, improving self-service capabilities and reducing support ticket volume by 20%- Managed performance, provided mentorship, and guided team development, fostering a productive and collaborative culture that achieved optimal productivity and employee workload balance- Recruited, mentored, and scaled a team of data consultants, fostering a culture of collaboration and continuous improvement that resulted in a 15% decrease in employee turnover.
EDUCATION
McMaster University
Bachelor
ABOUT MBAKI MOLOYI
A strategic and results-driven Senior Manager with over 15 years of experience leading high-performing professional services and technical consulting teams within the SaaS and IT sectors. Proven success in architecting and executing strategic initiatives that streamline processes, enhance service delivery, and significantly improve customer satisfaction (CSAT) and Net Promoter Score (NPS). Adept at fostering cross-functional collaboration with product, support, and success teams to implement innovative tools and leverage AI-driven solutions to boost productivity and deliver exceptional value to enterprise clients. Core Competencies - Strategic Planning & Execution: Aligning team objectives with broader company goals to drive growth and efficiency- Process Optimization & Automation: Using Lean Six Sigma and AI to re-engineer workflows and improve productivity- Customer Experience (CX) Strategy: Developing programs to increase CSAT, NPS, and overall client retention- Cross-Functional Leadership: Building strong partnerships with Product, Sales, and Customer Success- Team Leadership & Mentoring: Recruiting, coaching, and developing talent to build high-performing teams- PMO & Project Governance: Establishing best practices for project delivery and resource management- SaaS & Cloud Environments: Deep understanding of service delivery in a recurring revenue model- Change Management: Guiding teams and clients through technological and process-related transformations.
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