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

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

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. 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

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

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

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

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