Meshack Mashao's curriculum vitae provides information about his education and work experience. He has a Management Development Programme qualification from Old Mutual Business School and Labour Relations certifications from University of South Africa. His current role is Area Manager at Old Mutual Client Services in East London, where he manages client satisfaction and three branch offices. Prior roles include various managerial and administrator positions at Old Mutual in Cape Town and Mthatha, dealing with employee benefits, funeral benefits, and more. He has skills in coaching, client care, decision making, and industrial relations.

1. CURRICULUM VITAE
MESHACK MASHAO
UPDATED: February 2015

2. 2
Meshack Mashao
No. 4 Hansen Avenue
Greenfields
East London
(043) 709 8902 (w)
Mobile: 082 576 1118 / 084 703 0531
E-mail: MMashao2@oldmutual.com
Drivers license: Code 08
EDUCATION_____________________________________________________
January 2007 – March 2008
Old Mutual Business School
Management Development Programme
Qualification: Accredited/Competent
Jan 2004 – Jan 2005
University of South Africa
Labour Relations Management
Courses : Labour Relations Management a Micro- Perspective
Lobour Relations Management a Macro Perspective
Qualifications: Certification
OTHER INTERNAL LEARNINGS/WORKSHOPS ATTENDED
Emotional intelligence workshop - Competent
 Maximizing workplace relationships and managing conflict - Competent
 Devising and applying a strategy to establish constructive relationships with team
members, managers and other stake holders
 Implementing an appropriate strategy to manage conflict
 Developing a strong internal and external network.
Executing strategy:
 Develop an Operational strategy for a unit
 Implement an operational plan
 Monitoring, measuring and evaluating the achievement of goals and objectives

3. 3
Industrial relations: Competent
 Contracts of employment
 LRA Code of Good practice & Dismissal
 The disciplinary code
 Misconduct, Poor performance – Ill Health
 Grievance procedure
 CCMA – Conciliation & Arbitration and Trade Unions
I have also done coaching practically – Coaching an ALDP (accelerated leadership
development programme) candidate at the branches

4. 4
EMPLOYMENT HISTORY________________________________________
May 2012 – To date
Old Mutual Client Services
Area Manager OMCS East London area
Inherent job functions:
 Ensure client satisfaction and building sustainable business relationships;
 Manage client relations and service delivery at the branch and ensuring that all
client’s request and queries are handled properly and on time;
 Manage daily operational activities of all three branches;
 Participate and provide leadership in strategy setting and decision making
structures of the company;
 Manage all resources of the company in accordance with prescribed standards;
 Manage and control an operational budget of the three branches;
 Ensure that all branches adhere to the SLA and that proper benefit payment
processes are followed by developing policies and operating procedures that
conform to Old Mutual standards;
 Conduct audits on all branches and ensuring that controls are in place;
 Mentor and coach direct reports;
 Build and manage relations with stakeholders both within the group and
externally;
 Implement performance contracts with staff and conducting performance reviews
with all direct reports;
 Compile monthly reports on the status of the branch.
 Report monthly to the provincial office on the operations of the branches and
reviewing targets.
 Conducting people management of the team members including performance
management where necessary.
 Delegating and allocating of work
November 2011 – April 2012
Old Mutual Client Services
Team Leader Client Call Centre
Main Job Functions:
 Managing Service Level Agreements
 Managing performance and auctioning under performance
 Monitoring call durations and action where necessary
 Attending all escalations and provide feedback to customers

5. 5
Reasons for Leaving: Transferred back to the branch operations (business decision)
May 2010 – October 2011
Old Mutual Client Services
TeamLeader – Contractual Changes and Coding teams
Job functions:
 Plan and organize work
 Budget planning and Managing an operational budget for all cost centers under
my control.
 Implementation of expense controls for all cost centers.
 Set goals and standards (utilization, productivity, efficiency, quality) in
accordance with the individuals and the departments aspirations and ensure the
individual is aware of these standards.
 Conduct and document monthly reviews and discuss progress and further action
(one on one discussions and performance appraisals).
 Ensure that all performance management procedures conform to industrial
relations standards.
 Ensure accurate records of all production stats are kept to measure individual
performance.
 Documentation of all administrative issues.
 Ensure the necessary controls and processes relating to production are in place
for the department to run effectively.
 Ensure that quality checking is done on all financial transactions (internal checks)
and that 20% of completed work (financial or non financial) are checked monthly
(external checks)
 Keep accurate records of all incoming and outgoing work and making specific
action plan to meet deadlines.
 Anticipate bottlenecks and manage the workflow to ensure all work is dispatched
within time standards.
 Ensure a daily work record reflecting accurate stats is sent to the relevant
people.
 Check that the processes (AWD, SOP) within the department are efficient and
the necessary controls are in place.
 Create client care awareness in the department and ensure that staff displays
professionalism at all times when interacting with clients.
 Offer urgent service to clients and ensure that the request is finalized within the
negotiated time standard.
 Update staff personnel files with annual and sick leave, production records,
monthly reviews, general discussions and all pertinent information needed to
manage the individual.
 Keep accurate records of the headcount within the department (linked to the
organ gram of the sub division)
 Completion of all administrative documentation, i.e. promotions, transfers,
resignations to be handed to human resources by the required date.
 Ensure that individuals have a personal development plan.
 Identify any training needs linked to the level of work & career choices model and
nominate staff for skill courses that will assist them to be effective in their job.
Reasons for Leaving: Rotation for experience and exposure to other business units
(development)

6. 6
July 2006 – April 2010
Old Mutual Client Services
Branch Manager OMCS Umtata Area (Umtata, Lusikisiki and Mount Frere)
The purpose of the job is to:
 Ensure client satisfaction and building sustainable business relationships;
 Manage client relations and service delivery at the branch and ensuring that all
client’s request and queries are handled properly and on time;
 Manage daily operational activities of all three branches;
 Participate and provide leadership in strategy setting and decision making
structures of the company;
 Manage all resources of the company in accordance with prescribed standards;
 Manage and control an operational budget of the three branches;
 Ensure that all branches adhere to the SLA and that proper benefit payment
processes are followed by developing policies and operating procedures that
conform to Old Mutual standards;
 Conduct audits on all branches and ensuring that controls are in place;
 Mentor and coach direct reports;
 Build and manage relations with stakeholders both within the group and
externally;
 Implement performance contracts with staff and conducting performance reviews
with all direct reports;
 Compile monthly reports on the status of the branch.
 Report monthly to the provincial office on the operations of the branches and
reviewing targets.
November 2004 – June 2006
Old Mutual Employee Benefits, Group Assurance Products
Pinelands, Cape Town
Funeral Benefits TeamLeader
Job functions:
 Manage daily operational activities of the team;
 Conduct performance appraisals for all direct reports;
 Build and manage relations with all stakeholders;
 Compile monthly reports and submit same to the clients.
Reasons for leaving: Appointment– Branch Manager OMCS (Umtata, Lusikisiki and
Mount Frere)

7. 7
January 2003 – November 2004
Old Mutual Employee Benefits, Group Assurance Products
Pinelands, Cape Town
Employee Benefits Administrator
Job functions:
 Benefit payment and fund Administrator;
 Consultation with clients, employers and other stakeholders on benefit payments,
policy administration and general administration;
 Employee benefits Administrator.
 Fund administration
Reasons for leaving: Appointment on promotion – Funeral Benefits Team Leader,
Pinelands Cape Town
April 2002 – June 2002
Old Mutual, Pinelands, Cape Town
Money Management Consultant (Contract Position)
Job functions:
 Processing of client deductions from pay offices;
 Processing of cancellations, policy reductions and decreases;
 Attending to and investigate all queries from clients pay offices and branches;
 Compiling reports;
 Performing general office administration.
Reasons for leaving: Offered a full time position – Old Mutual Employee Benefits,
Pinelands Cape Town
August 2002 – November 2002
Old Mutual Group Schemes
Pinelands, Cape Town
Business Conservation Consultant (Contract Position)
Job functions:
 Contacting clients telephonically for business conservation; and
 General office administration.
Reasons for leaving: Contract expired.
Other work experience: I was once employed as a para-legal officer by the Black
Lawyers association in Umtata. This is where I gained a lot of valuable experience in
the legal field, from consulting with clients to preparing papers for court.

8. 8
SKILLS/COMPETENCY____________________________________________
 Coaching – During my time as a Branch Manager at Mthatha area I was also
afforded the opportunity of coaching a junior branch manager. I did this as a
challenge and a learning path and have managed to produce results. I have been
found to be competent in this behaviour.
 Excellent Client Care Skills – Since working with Old Mutual, I have learned
and attended courses on Client Care. This has benefited me because I have
been able to provide my customers with excellent customer care.
 Decision making – At the current level I am operating at I need to have
excellent decision making skills as I have to make decisions that will affect the
business in many ways. I have learnt and acquired this skill.
 Interpersonal and Communication Skills – I have attended workshops on
communication skills and building relations in the workplace. This has thought
me a lot and I am able to apply the learning in the work environment and beyond.
 Time Management – This is one of the skills that I have learnt and acquired in
my work environment. This is a very critical skill and helps in managing my time
and assist me to be well organized. This also includes planning your work
effectively.
 Confidentially – The kind of work that I am doing requires someone who will be
able to maintain a high degree of confidentiality.
 Building relationships and managing conflict – I attended a course on this
topic at the Old Mutual Business school and was found competent after
submitting a portfolio of Evidence.
 People Management skills – Have acquired the skills throughout my career at
Old Mutual as both a Branch Manager and a Team Leader
 Leading and supervising – This has been an integral part of my duties as a
Branch Manager and Team Leader, and I have managed to produce the required
result.
 Gaining commitment – I have learnt both academically and practically how to
convince/influence people both my direct reports, colleagues and people that are
senior to me.

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REFERENCES
1. Barney Walker
Operations Manager
Old Mutual Client Services
Eastern Cape Region
043 – 706 4031
E-mail – bwalker@oldmutual.com
2. Sandra Jordaan
Colleague
021 – 509 4948
E-mail – SJordaan2@oldmutual.com
3. Sam Africa
Acting Business Unit Leader
Old Mutual Client Services (branches)
021 – 509 2644
SAfrica@oldmutual.com