Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
References
Timeline
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SIVANAMEN NAIDOO

Blenheim,New Zealand

Summary

Entrepreneur with 29 years of experience in global blue-chip organizations, including 23 years in senior leadership roles. Certified Change Management and Lean Six Sigma Master Black Belt Specialist, focused on continuous improvement and business transformation across Africa, the UK, UAE, and India. Proven ability to influence organizational change and build strategic relationships, enhancing market share and revenue. Expertise in operations management, strategic planning, and staff development, consistently driving efficiency and cost reduction.

Overview

34
34
years of professional experience

Work History

Managing Executive

SN Consulting
01.2016 - 03.2025
  • Directed consulting business by establishing revenue goals and deploying strategic resources for enhanced services.
  • Planned and implemented strategies to deliver consulting advice while fostering global and local relationships.
  • Managed all consulting operations, assessing client needs to define project scopes and solutions.
  • Researched and developed innovative programs to promote and expand consulting services.
  • Created methods for monitoring projects, including revenue forecasts and progress reports based on client needs.
  • Adapted industry trends to align client organizations with best practices.
  • Assisted clients in pipeline development and forecasting models to drive business growth.
  • Led bi-monthly consultant meetings to review progress on assignments.

Head of Service: Sub Saharan Africa

Microsoft Mobile
10.2014 - 12.2015
  • Developed and implemented strategies enhancing value propositions for internal and external customers.
  • Provided thought leadership across business units in SSA and EMEA regions.
  • Contributed as a member of Senior Leadership SSA Team, influencing key decisions.
  • Established and monitored Customer Care setup and performance in Local Sales Units.
  • Managed repair network operations, ensuring optimal setup and performance.
  • Led development of Care Supply Chain at Sales Unit level, optimizing logistics and processes.
  • Accountable for key performance indicators including repair satisfaction and turnaround time.
  • Drove new business models in collaboration with local retail, sales, logistics, and finance teams.

Country Care Manager

Nokia
12.2011 - 10.2014
  • Developed and implemented strategies to enhance value propositions for internal and external customers.
  • Revamped network setup to optimize overall performance management.
  • Established Care Supply Chain at Sales Unit level to improve efficiency.
  • Ensured high levels of customer satisfaction among end-users and trade customers.
  • Monitored budgeting and forecasting accuracy for warranty and project costs.
  • Resolved legal and Consumer Protection Act queries effectively.
  • Configured local Care channels, including Careline operations in Egypt.
  • Collaborated with retail entities to develop innovative business models in Care.

Network Service Manager - Middle East and Africa

Nokia
, Dubai
01.2010 - 12.2011
  • Managed Care business operations, ensuring profitability and customer satisfaction.
  • Acted as primary interface for customers during Care phase to enhance relationships.
  • Developed new business opportunities to expand Care phase services.
  • Provided insights to Account Teams regarding Care business development issues.
  • Oversaw profit and loss accountability for Care business segment.
  • Established short-term and long-term action plans with specific objectives for accounts.
  • Led operational management of care service delivery, planning and monitoring service execution.
  • Conducted network planning to optimize service efficiency.

Head of Operations/Acting COO

iTalk Cellular
03.2007 - 10.2009
  • Developed and implemented operations and sales strategies to enhance business value for prospective buyers.
  • Acted as Change Leader, ensuring minimal disruptions during two-phase change program across all departments.
  • Managed departmental productivity and regional offices, including National Contact Centre, through report reviews and feedback.
  • Proactively addressed areas of concern through strategic planning initiatives.
  • Created and managed National Operations strategy for contact centre and retail, achieving company targets.
  • Formulated National Sales strategy to meet upgrade and retention targets across Corporate/SME, Dealers, Retail, and Retentions Department.
  • Ensured growth and retention of national consumer and corporate bases through targeted initiatives.
  • Collaborated with sales department in developing monthly deals/specials and marketing plans.

Regional Sales Manager

iTalk Cellular
10.2006 - 03.2007
  • Developed regional sales strategy to achieve company sales targets.
  • Managed rollout of company strategy across four KZN sales channels: Telesales, Retail, SME/Enterprise, and dealer/franchise network.
  • Aligned departmental goals with regional objectives to maximize sales performance.
  • Set revenue targets for each sales channel and sub-division, overseeing achievement through collaboration with sales managers.
  • Managed sales activities ensuring targets were met consistently.
  • Supported, coached, and developed sales managers across all channels.
  • Conducted periodic SWOT analyses for Retail and Corporate departments to identify growth opportunities.
  • Authorized overtime and commissions while managing operating and CAPEX budgets for all KZN sales channels.

General Manager

Health & Racquet Club / Virgin Active South Africa
06.1999 - 09.2006
  • Achieved financial objectives for both capital expenditures and operating budgets.
  • Developed sales strategy aligned with club targets to maximize revenue.
  • Managed sales team activities to ensure achievement of sales goals.
  • Oversaw staffing processes including recruitment, promotion, and disciplinary actions.
  • Handled industrial relations to maintain a positive workplace environment.
  • Directed operations of the club to ensure smooth functionality.
  • Ensured compliance with hygiene, health, and safety standards throughout the facility.
  • Established service level agreements with suppliers to optimize service delivery.

Operations Manager

Health & Racquet Club
03.1997 - 05.1999
  • Implemented Fixed Asset Register System across Cape and KZN Regions.
  • Generated daily reports to support executive decision-making and recommend improvements.
  • Cultivated lasting client relationships through effective issue resolution and communication skills.
  • Assessed staff performance to mitigate business risks and enhance operational efficiency.

Fitness Manager

Health & Racquet Club
06.1996 - 03.1997
  • Promoted from Fitness instructor to Fitness manager after 1 month.

Combat Officer

South African National Defence Force (SA Navy)
06.1991 - 04.1996
  • Coordinated Goodwill tours on SAS Drakensberg during 'Operation Narsau' in May 1994.
  • Facilitated South Africa's re-entry into the Commonwealth with visits to multiple international ports.
  • Oversaw integration of MK and Apla forces into SANDF in 1994.
  • Served as Peace Keeping Officer for DRC/Rwanda missions.

Education

Lean Six Sigma Master Black Belt -

Management And Strategy Institute
United States Of America

Six Sigma Black Belt Professional -

Management And Strategy Institute
United States Of America

Change Management Specialist -

Management And Strategy Institute
United States Of America

Strategic Organizational Leadership Certified -

Management And Strategy Institute
United States Of America

Advanced Diploma - Leadership and Management

Shaw Academy
London

Operations Management -

University of Cape Town
Cape Town, South Africa

Sales Director Master Class -

Gibbs Business School
Johannesburg, South Africa

Some College (No Degree) -

Gibbs Business School
Finance For Non-Financial Managers

Some College (No Degree) -

South African National Defence Force (SA Navy)
South African Naval College

GED -

Risecliff Secondary School
Durban, South Africa
01-1990

Skills

  • Strategic planning
  • Financial analysis
  • Customer relationship management
  • Market research
  • Data-driven decision making
  • Operational efficiency
  • Change management
  • Revenue forecasting
  • Team leadership
  • Stakeholder engagement
  • Business development
  • Human resources management
  • Operations management
  • Organizational development
  • International business
  • Partnership development
  • Customer acquisition
  • Contract negotiation
  • Customer service management
  • Organizational structuring
  • Performance measurement
  • Business growth initiatives
  • Organizational skills
  • Team collaboration
  • Performance improvements
  • Employee evaluations
  • Decision making
  • Crisis management
  • Client account management
  • Operations oversight
  • Staff development
  • Leadership effectiveness
  • Business process reengineering
  • Continuous improvement strategies
  • Performance management systems
  • Cost analysis and savings strategies

Languages

English

Afrikaans

Accomplishments

Global Care Operations (South Africa and East Africa) Recognition and Awards Telecommunications Leadership (South Africa) Early Career Highlights (Sales and Club Management)

  • Recognized for delivering one of the top three care service offerings globally within a South African enterprise
  • Streamlined post-purchase process ('Dead After Purchase'), resulting in annual cost savings of $680K through logistics optimization and partner staff education
  • Led vendor rate negotiations, achieving annual increases limited to 0%–4%, ensuring cost efficiency without compromising service quality
  • Designed and implemented a comprehensive Care Disaster Recovery Plan for South and East Africa
  • Attained the highest global CPE (Customer Partner Experience) score in Care: 148/150, outperforming global benchmarks (CSTAT/CSI)
  • Nokia India, the Middle East, and Africa (IMEA) – awarded the 3rd Quarter Excellence Award
  • Nokia Global – honored with the 'Above and Beyond' Award for exceptional contributions
  • Promoted to Head of Operations/EXCO within six months of joining as Regional Sales Manager
  • Led the Retentions Call Centre to sustain R9.7M in monthly revenue against a target of R4.2M, maintained consistently for 14 months until the MTN SA acquisition
  • Achieved the lowest churn rate in MTN Group history at 0.8% monthly
  • The Operations department secured 7 out of 8 company-wide awards in 2008, including the Best Sales Channel and Top Salesperson accolades
  • Top Club Award winner (2002) with EBITDA at 137%
  • Awarded Top Sales Club (2003) for the KZN region, Pietermaritzburg
  • Successfully turned around the Pinetown Club, which was originally scheduled for closure, delivering an EBITDA of 123%, and securing Top Sales Club in South Africa in 2005

References

References available upon request.

Timeline

Managing Executive

SN Consulting
01.2016 - 03.2025

Head of Service: Sub Saharan Africa

Microsoft Mobile
10.2014 - 12.2015

Country Care Manager

Nokia
12.2011 - 10.2014

Network Service Manager - Middle East and Africa

Nokia
01.2010 - 12.2011

Head of Operations/Acting COO

iTalk Cellular
03.2007 - 10.2009

Regional Sales Manager

iTalk Cellular
10.2006 - 03.2007

General Manager

Health & Racquet Club / Virgin Active South Africa
06.1999 - 09.2006

Operations Manager

Health & Racquet Club
03.1997 - 05.1999

Fitness Manager

Health & Racquet Club
06.1996 - 03.1997

Combat Officer

South African National Defence Force (SA Navy)
06.1991 - 04.1996

Lean Six Sigma Master Black Belt -

Management And Strategy Institute

Six Sigma Black Belt Professional -

Management And Strategy Institute

Change Management Specialist -

Management And Strategy Institute

Strategic Organizational Leadership Certified -

Management And Strategy Institute

Advanced Diploma - Leadership and Management

Shaw Academy

Operations Management -

University of Cape Town

Sales Director Master Class -

Gibbs Business School

Some College (No Degree) -

Gibbs Business School

Some College (No Degree) -

South African National Defence Force (SA Navy)

GED -

Risecliff Secondary School

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