This document provides a resume and brief CV for Mr. Zandisile Ntlube. It summarizes his experience leading and managing health programs and clinical operations for the Eastern Cape Department of Health for over 17 years. It outlines his roles and responsibilities in executive positions related to corporate strategy, customer service, quality assurance, and knowledge management. It also lists his educational qualifications which include a Master's in Business Administration and various post-graduate diplomas in areas like health administration, community health services, and project management.

1. MR ZANDISILE NTLUBE RESUME AND BRIEF CV
An accomplished leader and a Manager in the application of corporate governance
methodology, health service delivery platform and direction on product knowledge for health
programmes supporting the vision and mission of Eastern Cape Department of Health
operation’s management and Standardization processes. I am offering 17 yrs experience in
public sector in managing and facilitating the analysis of Clinical health care operating
practices and procedures designed to improve the corporate image of the department.
PROFILE AND VALUE
1. Effective and Accountable in high profile executive role: Overcome complex business
challenges and make high- stakes decisions using experienced backed judgement,
strong work ethic and irreproachable integrity. Respected as a proponent of
empowerment and accountability.
2. Corporate Strategy and Development Specialist: Characterised as a visionary, strategist
and tactician. Consistent record of delivering extra ordinary results in growth, revenue,
innovation, knowledge management and operational performance within the public
sector in Eastern Cape
3. Constantly deliver Mission Critical results: Driven by a visceral “hard wired” need to
strategize, to innovate and to disprove the words “It can’t be done!” Gifted with the
vision, determination and skills needed for high level revenue building strategies and
tactics
4. Strong orientation and Qualified business specialists on corporate services Management
Setting. Participated in high level operational initiatives including health infrastructure
design, process reengineering, turnaround management and reorganization. As an
innovative investor use instincts, insight, judgement and timing to succeed no matter
how tough the deal, is my strength to deliver per mandate.
5. Respect and Leverage human capital: Motivate, mentor, and lead talented professionals.
Live the culture and lead by example. Direct cross functional teams using interactive
and motivational leadership that spurs people to willingly give 150% effort and loyalty
to the organisation

2. Personal Profile
Full Names Zandisile Ntlube
Date of Birth 02 April 1966
ID Number 6604025980080
Language
Proficiency
Xhosa; English; Zulu; bit Afrikaans
Gender Male
Race African
Address 18 Khama Avenue
Bhisho Central
BHISH0
5605
Contact Numbers 0833 780234 – 043 711 0699
Email z.ntlube@gmail.com
Experience in Public Service and Administration
Total experience as a Manager in public service management and administration : 12yrs Service record will be
produced if required
Currently Managing 64 seater Corporate Services Customer Care Centre for Provincial Department of Health in
Eastern Cape
1. The Shared Services Customer Care Centre is mainly a stop shop for all queries pertaining service delivery
queries received by Eastern Cape Department of health. It’s an integrated centre using shared service
model to deliver its services with following links:
 Presidential hotline through its CRM, Office of the Premier, EC and National Department of Health as
well coordinated links with Social development - SASSA and department of Transport for emergency
services and other departments

3.  All internal business units of the department: HR query Management, Finance and payment query
management architecture, ICT query management, Infrastructure and maintenance,
 Feedback communication to citizen on service delivery issues, marketing campaigns as well as event
management of the department
 Coordinate and Manage strategic planning session for the shared services centre of the Eastern Cape
Department of Health
 A total workforce of 124 staff with various stream managers, team leaders and Call Centre agents.
2. Experience in Public services
Institution Rank Brief Job Description Start
Date
End
Date
Butterworth
Hospital
Assistant Manager,
Patient Administration
– ICU, Trauma and
Obstetrical care
management of clinical health care setting all
disciplines Head of clinical health services,
Coordinator of patient right charter campaign
2001 2004 3yrs
Eastern Cape
Department of
Health - Province
Deputy Director:
Quality Health Care
Assurance Systems,
Complaints Manager
1. Manage provincial Complaints desk for
Department of Health
2. Manage Presidential hotline complaints
referred to department
3. Established Integrated complaint
management system for the Province,
Policy on managing customer
complaints
4. Designed Quality Improvement
programme based on complaint
received and support all health facilities
in the province
5. Designed Marketing plan for complaint
system in the Province
2004 2008 3yrs
Eastern Cape
Department of
Health - Province
Senior Deputy
Director: Corporate
Services Provincial
Shared Contact
Centre, Customer
Care and Service
Improvement
Job Description - Current
1. Design uniform Management framework
for development of Provincial Shared
Contact Centre for ECDoH. - Mainly
dealing with health user’s complaints
throughout the province.
2. Integration of Clinical, ICT, Corporate IHR,
Finance systems with Contact Centre
Systems (CRM &CCM) and address all
health service users’ queries in one
Central Stop Shop (Shared Contact
Centre Channels of communication).
3. Manage inbound and outbound technical
operations of the Shared Contact Centre
2007 To
date
3years

4. 4. Manage IKM and ensure establishment of
departmental intellectual capital and
Knowledge Data Base through knowledge
sharing practices/ COP’S – Learning
network
5. Ensure marketing of the Contact Centre
Systems including toll free line throughout
the Province, nationally and internationally
6. Establishment of walk in facilities within
the Province as frontline services
7. Develop policy on standard operating
procedure for shared service contact
centre for Eastern Cape department f
Health
Eastern Cape
Department of
Health - Province
Provincial
Coordinator:
Innovation and
Knowledge
Management
1. Coordinate mainstreaming and
Institutionalising Innovation and
Knowledge management to the coalface
of service delivery in the Eastern Cape
through following processes:-
a) Encouraging and entrenching the
concept of Innovation in the coalface
of service delivery
b) Improving business processes by
introducing incremental and radical
innovation
c) Ensuring the intellectual capital of the
department is preserved in order to
avoid brain drain constraints
d) Facilitating benchmarking and
replication of successful best
practice that aims to improve health
services among the districts and
local institutions as well as other
Provinces
e) Facilitating the establishment of
learning networks among all
components of the department
including districts, hospitals and local
clinics with the intentions of
becoming the best practice
department
f) Promoting the sharing of Knowledge
and transfer of skills among the
2009 To
Date
2yrs

5. employees of the department
Establishing the departmental Central
Knowledge Repository in order to facilitate the
Knowledge flow within the whole Eastern Cape
Department of Health. More details of work
done can be viewed on:
www.ecdoh.gov.za/contactcenter/
Total Experience in Public service administration: 20 yrs
Completed Qualification
EDUCATION AND CREDENTIALS
1. MASTER OF BUSINESS ADMINISTRATION – REGENESYS BUSINESS SCHOOL –
JOHANNESBURG SANDTON - Awarded 2015 April
MAJORS:
1. Strategic Human Resource Management:
2. Organizational Behaviour and development:
3. Leadership, EQ and SQ – Emotional Intelligence and Spiritual Intelligence
4. Economics:
5. Research Methodology
6. Information Communication Technology (ICT):
7. Business Ethics and Corporate Governance:
8. International Management- Elective:
9. Advanced Project Management:
10. Strategic Financial Management:
11. Mergers and acquisition
12. Strategic Marketing:
13. Competitive Strategy:
14. Entrepreneurship:
15. Dissertation/ Thesis:
2. B.cur (Health Service Administration etal. Health Science Education) (Hons) (Community health
services): University of Johannesburg
a. Majors:
b. Health Service Management and Administration with the following specialisation
i. Human Resource Management
ii. Human Resource development
iii. Management of employee relations/ Labour relation
iv. Financial Management
v. Quality Assurance and Quality Improvement
vi. Dimension of health service management, contemporary dynamics, strategic health system

6. vii. Leadership development
viii. Pharmacology-,Level 1 to Level 4 (Pharmaco - Kinetics and Dynamics)
ix. Communication – Group and Interpersonal communication
x. Health Research Project
c. Health Science Education ( see attached transcript)
i.Health service education and technology
ii.Curriculum development See attached transcript/academic record from UJ
3. Advanced Project Management Certificate: Rhodes University – LDI ( Leadership Development
Institute)
d. Ms Project management Certificate: Computerised Project Management certificate
e. Modules done are shown in the certificate for your information
4. NQF level Five Certificate on Leveraging Innovation and Organisational Knowledge: - University of
Stellenbosch - Knowledge Leadership Associates
5. Certificate on Policy Development and Management: Regenesys: Johannesburg – Sandton
f. Detail intensive course modules appears on the certificate as attached
6. Post Graduate Diploma in Critical Health care Science( Advance Medical and surgical care) Wits
Medical School – Parktown – Johannesburg
g. Dimensions of emergency health service management and care
h. Applied management and administration in emergency units and billing systems and revenue
management in Health care
i. Case management and reclassification of patients based on medical aid coverage
7. Post Graduate Diploma in Community Health Service Management: University of Johannesburg
j. Primary Health care practice, diagnosis treatment and care
k. Applied dimensions of management and administration in community health services
l. Entrepreneurship and community development projects
8. Post Graduate Diploma Psychiatric Health Services Management:
m. Dimension of applied management and administration of community Psychiatric
n. Psychotherapy and psychosocial counselling
o. Family therapy
p. Psychotropic drugs and management
9. Post Graduate Diploma Midwifery
q. Obstetric, neonatal care and management
r. Mother Child health services: Prenatal, Intra partum and post natal care( Peri-natal care)
10. Basic National 3 Year Diploma in General Health Care Services: University of Transkei – Umtata
11. Senior Matric Certificate: Port St John’s Senior Secondary School
12. Valid Code EB Drivers Licence

7. SHORT COURSES AND MASTER CLASSES AND WORKSHOP ATTENDED
1. Workshop and Master Classes attended on Contact Centre and bench marks throughout the country:
Net care, Pharmacy Call Centres in JHB, Commercial and Non commercial Call Centres
2. Workshop and master Classes done IQPC I JHB – Six Sigma Model
3. Master Classes on Shared Service Centre Implementation: IQPC - JHB
4. Quality health Care, all clinical health related training inclusive of HIV &AIDS counselling etc.
5. Hospital operation’s management Course done in JHB, presented by International speakers from
England and USA
6. Customer services training and contact centre management
7. Policy development and Management
8. Innovation and Knowledge Management: Leveraging Knowledge management and Innovation in a
health care setting and entire organisation
9. SAEM ( South African Excellence Model) and SAEF(South African Excellence Foundation) Trained as
assessor using SAEM model - OTP
CORE MANAGEMENT CRITERIA AND CLAIMED PROFICIENCY LEVEL
CORE MANAGEMENT CRITERIA
BATHO PELE
PRINCIPLES
PROFICIENCY
LEVEL
1. Strategic capability and leadership: Able to provide a vision, set
the direction for the department/unit and inspire others in order to
deliver on the organizational mandate.
Value for money 4
2. Financial management: Able to demonstrates knowledge of
general concepts of financial planning, budgeting and forecasting and
how they interrelate.
Value for money 4
3. Change Management: Able to initiate, support, and champion
organisational transformation and change in order to successfully
implement new initiatives and delivery commitments.
Openness and
transparency
4
4. People management: Able to manage and encourage people,
optimize their outputs and effectively manage relationships in order to
achieve organizational goals
Openness and
transparency
4
5. Client orientation: Able to develop clear and implementable
service delivery improvement programmes to improve customer
service and add value to the organisation by providing exemplary
customer service to all consumers of health care and department
Service Standards 5

8. References
References
1. Mr Kenneth Msiza: Chief Operating Officer:
Contact: 076 541 5864
2. Mr Zuko Mbele: Acting General Manager ISS (Institutional Support Services) OTP
Contact: 040 609 6184 – Business
Mobile: 0722 469 377
3. Mr. Luvuyo Tshoko: Group CEO Gambling and Batting Board, Eastern Cape
Mobile: 0833 780 156
ATRIBUTES AND KEY STRENGTHS
Result driven with exceptional practical judgement and memory for details with skills development process
improvement. Known strategist who can transform strategic plan into workable solution and benchmark
performance against operational objectives.
I declare that this is a true reflection of my qualifications and experience within the public sector as Manager
Signed: _______________________________________
Mr .Zandisile Ntlube
Date: June 2015