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Nathan Williams

CHIEF INFORMATION OFFICER


Currently resides in: Gauteng, South Africa

Born in Johannesburg South Africa

Nathan Williams:

Once cited as a “prototypical entrepreneur,” Nathan Williams has literally built his entire executive career on that definition, even before the term “entrepreneur” came into common use.
A high energy, business conscious and goal-driven Senior Executive, Nathan Williams approaches each new business challenge with his intrinsic flair for innovation, creative problem-solving and measured risk-taking to drive consistent bottom-line improvements and shareholder value.
Nathan Williams began his career on a path that is rare among many executives. Nathan has been at Executive Senior Management Level in various topics since 1996. Recognized as a high-potential executive, in 2005, He was appointed Executive Head: Information Management within the IT division, where he headed up a team of Business Analyst and IT Project Managers.
Championing the complete overhaul and modernization of trading systems and architecture, his ground-breaking work in executing mission-critical systems and processes was recognized and well rewarded.
Sought out by the global group, during this time, Nathan was offered a Chief Customer Officer and HR Director position, where he was instrumental in bringing the Customer Service department and the HR Department to another effective operational level by driving Customer Centricity and Human Capital Management from concept to execution in just 12 months.
As the Chief Customer Officer (CCO), Nathan was involved in driving both acquisition, retention and churn management growth strategies as a member of the executive team (Exco) Nathan is Currently the Chief Information Officer at MWPF- Mineworkers Provident Fund.
A Platinum member of the Progressive Business Forum.(PBF)
A member of the Institute of Directors in South Africa (IODSA)
A member of NAFCOC.
A member of CCO Council
A member of CIO Search


Web presence


Professional details

Current Position(s)

Executive Head - IT and Projects | Mine Workers Provident Fund - MWPF
2012 - present

Government, Public Administration and Defence

Essential Duties

• Provides strategic and tactical planning, development, evaluation, and coordination of the information and technology systems for the Fund.
• Facilitates communication between staff, management, vendors, and other technology resources within the organization.
• Oversees the back office computer operations of the member information system, including local area networks and wide-area networks.
• Responsible for the management of multiple information and communications systems and projects, including voice, data, imaging, and office automation.
• Designs, implements, and evaluates the systems that support end users in the productive use of computer hardware and software.
• Develops and implements user-training programs.
• Oversees and evaluates system security and back up procedures. Supervises the Network Administrator, Database Administrator, Business Analyst and Technology Specialist.


Non Executive Director | Afro-Dati
2008 - present

Consumer Goods, Fashion and Retail

AFRO‐DATi was established in August 2008, with a primary focus in the asset finance industry. This concept was introduced for the first time in South Africa with the target market being expatriates. The organisation has since ventured into the technology arena and has conceptualised a few concepts that are soon to be implemented both locally and internationally. AFRO‐DATi aims to be a multinational organization offering convenient and practical solutions to the modern day individual.
The management team is small yet diversely experienced and is well poised to take advantage of the intellectual property that the organisation possesses. The team will expand as operations grow and call upon the specialists’ skills that are necessary.


Group (CEO) - Destiny Communications Group | Destiny Communications Group Pty Ltd
2000 - present

Government, Public Administration and Defence

Destiny Communications will provide top-quality professional development and coaching services.
The Group CEO of Destiny believes that most small businesses and entrepreneurs suffer two major problems. They lack training or development resources and the depth of knowledge needed to focus on their businesses from a true "ownership" perspective. Both lead to lowered expectations, lack of business and personal growth and frequent owner burnout. Destiny Communications believes that it can improve upon and exploit these weaknesses to gain local market share.


Previous Position(s)

Keynote Speaker - Management Conference | TM Forum - World Africa Conference
2011 - 2011

ICT and Telecommunications

My Keynote Address was on How to Drive the Customer Experience across the entire organisation, and how each department contribute to the overall customer experience.


Chief Customer Officer - CCO | Virgin Mobile SA
2008 - 2010

ICT and Telecommunications

Develop and implement an effective Customer Service strategy that:
• Ensure efficiency of VMSA’s CS Ops staff, and ensure that a certain level of quality and service standards is maintained.
• Ensure Customer Satisfaction through every customer touch point – Franchises, Dealers, Flagships.
• Ensure customer critical issues are highlighted and resolved with OPS.
• Ensure segmented service to customers.
• Proactive customer sensitivity management.
• Monitoring team performance and employee productivity.
• Ensure the inbound and email service levels at the Inbound and Outbound call centers.
• Ensure customers are provided timely and quality updates for every service request/complaint logged in the call center.
• Deliver quarterly reports to Virgin Management UK.
• Strategic approach to service recovery.
• Manage the entire credit collection process
• Share performance MIS detailing and performance across locations.
• Implement Proactive Churn Management Strategy.
• Periodic review and action based on voice of the customer.
• Reduction of Operational Expenses by driving Efficiencies.
• All customer complaints are resolves timeously and accurately..
• Implement and Manage Quality Assurance Strategy in Inbound and Outbound Call Centres.
• Manage and Measure all quality standards – Inbound and Outbound Call Centres.
• Implement and manage Effective Customer Lifecycle Management Strategy
• Develop and Implement an Effective Customer and Staff Retention Management Strategy
• Quality Assurance, Training and Development


Executive Head- Customer Servies- Contract Position | iBurst (Pty) Ltd
2007 - 2007

ICT and Telecommunications

•Manage four customer support areas: CRM, Retention, Call Centre, and Technical Support strategic and operational effectiveness
•Manage the entire customer service strategy throughout the entire value chain
•Responsible for implementing a customer centricity strategy across multiple channels
•Contact Centre – design and implement Contact Centre management strategy
•Implement and oversee a full CRM solution across the entire company, and design and introduce a customer centric philosophy
•Design and implement customer life cycle management strategy.
•Recommend and approve any CRM application software
•Retention – implements and manages Predictive Churn modelling tools. Introduce retention management strategies together with CRM solutions that will enhance the customer loyalty initiatives. Promote proactive retention management throughout multiple channels
•Recommend and approve retention management strategy


Executive Head: Information Management | Tracker Networks
2005 - 2007

ICT and Telecommunications

• Co-ordinate and promote technology strategy and standards
• Minimise bottlenecks by deploying stricked business process
• Manage the business requirements and strategy for the business processes across the organization
• Provide information management strategy and programme management services that promote CRM
• Promote the active management of information technology to maximize the benefit to the organization
• Ensure an adequate service level of systems application to support the increasing workload planned and to drive CRM initiatives
• Identify specification and requirements and best application solution in terms of performances and cost
• Develop specific tools/skills necessary to customize and manage independently the information management system
• Information technology knowledge of systems development life cycle
• Develop and implement a knowledge management strategy


Motivational and Confrerence Speaker | Marcus Evans/Destiny Communications
2002 - 2004

Travel, Tourism and Hospitality

Call Centre Optimisation
Customer Centricity
Customer Retention
Customer Churn Management
Entrepreneurial Success
Becoming a Director Emotional Intelligence
Human Capital Management
Business Management
Functions of Management


National CRM and Retention Manager | Cell C
2001 - 2005

ICT and Telecommunications

CRM – Customer Relationship Management
Develop and implement CRM/Retention specific applications
Manage and channel existing internal business processes
Customer profitability measurement
Maximise the profitability of the existing customers
Collect all customer data across all channels and all products
Customer satisfaction measurements
Customer satisfaction program - implementation, Execution and measurement
Management service issues
Retention management strategy
Call Centre – interaction management and productivity management
Enhance customer experience by using one-to-one marketing techniques to communicate with customers based on their individual needs and preferences
Outbound campaign execution – based on life cycle communication
Predictive retention program - implementation and execution
Information involvement program - implementation and execution


Retention Manager | VODACOM GROUP LTD
1999 - 2001

ICT and Telecommunications

Retention Management Strategy
Business Process Alignment
Customer Experience Management


Retention Manager | MTN Service Provider Company
1996 - 1999

ICT and Telecommunications

Customer Retention
Campaign Management


Credit Risk Manager | Sasfin Finance
1994 - 1996

Accounting, Banking and Finance

Credit Risk Analysis


Credit Risk Underwriter - Special Unit | Credit Guarantee (CGIC)
1990 - 1994

Accounting, Banking and Finance

Credit Risk Underwriting


Consumer Credit Manager | Standard Bank of South Africa
1984 - 1990

Accounting, Banking and Finance

Credit Analyst
Advances
Risk Management

Educational history

Tertiary

CertPrime - VMEdu

United, United States of America | March 2017 - March 2017

Six Sigma Black Belt Professional Certification - Business Process Design and Optimisation

Lean Six Sigma Black Belt (LSSBB) certification focuses on testing students on their comprehensive understanding of the various Six Sigma tools and techniques in conjunction with Lean. The objective of the online value added course (complementary with certification exam) is to develop a comprehensive knowledge base that helps students to function effectively as a Lean Six Sigma Black Belt in various projects. The tools and techniques cover both quantitative and non-quantitative analysis along with other necessary knowledge to improve the production process, minimize inefficiencies and increase with a greater focus on the practical implementation of these tool and techniques in the organization.

CertPrime - VMEdu

United States of America, United States of America | March 2017 - March 2017

Six Sigma Black Belt, Lean Six Sigma Professional Certification - Business Process Design and Optimisation

Lean Six Sigma Black Belt (LSSBB) certification focuses on testing students on their comprehensive understanding of the various Six Sigma tools and techniques in conjunction with Lean. The objective of the online value added course (complementary with certification exam) is to develop a comprehensive knowledge base that helps students to function effectively as a Lean Six Sigma Black Belt in various projects. The tools and techniques cover both quantitative and non-quantitative analysis along with other necessary knowledge to improve the production process, minimize inefficiencies and increase with a greater focus on the practical implementation of these tool and techniques in the organization.

AXELOS Global Best Practice

United, United States of America | July 2017 - August 2016

Information Technology Infrastructure Library - Engineering

There are several sources for best practices including public frameworks, standards and the proprietary knowledge of organizations and individuals. ITIL is a registered trade mark of AXELOS Limited) is the most widely recognized and trusted source of best-practice guidance in the area of ITSM. This course will enable organizations and individuals on how to use IT as a tool to facilitate business change, transformation and growth.

AXELOS Global Best Practice

Unicoi, United States of America | September 2016 - October 2016

PRINCE2 Foundation Certification in Project Management - Project Management

PRINCE2 is the de-facto standard project management used by the UK government, is also widely recognised and used in the private sector in the UK and globally. PRINCE2 is an approach for project management providing an easily tailored and scalable method for the management of all types of projects. This best practise solution for project management is based on the experience drawn from thousands of real time projects.

AXELOS Global Best Practice

United States, United States of America | September 2016 - September 2016

PRINCE2 Practitioner Certification in Project Management - PRINCE 2 Project Management Practitioner

PRINCE2 is the de-facto standard project management used by the UK government, is also widely recognised and used in the private sector in the UK and globally. PRINCE2 is an approach for project management providing an easily tailored and scalable method for the management of all types of projects. This best practise solution for project management is based on the experience drawn from thousands of real time projects.

Gordon Institute for Business Science (GIBS)

Johannesburg, South Africa | November 2016 - November 2016

Principles of IT Leadership - IT Leadership

Heads of IT have one of the most difficult management roles in a company and are generally unprepared to move from their technology roles to management. This workshop has been designed to help any IT manager or CIO make this transition by focusing on key success factors for IT success.

University of Liverpool

United Kingdom | January 2015 - present

Master of Computer Science in Information Systems Management - Information Systems Managment

provide the foundation for a professional career in the computing-based industries, including telecommunications, process control, business-, mission-, and safety-critical fields; enhance the skills of a professional who is already working in one of these industries;
provide a foundation for research into the theory and practice of programming and the design of computer-based systems;
present knowledge, experience, reasoning methods and design and implementation techniques that are robust and forward-looking.

Open 2 Study

Australia, South Africa | 2014 - 2014

Introduction to Enterprise Architecture- Certification - Business Architecture

Business Architecture is defined as the formalised description of an organisation; its essential capabilities and how it uses them to realise its strategic intent and objectives. The purpose of Business Architecture is to define the future state business and operating model, develop a roadmap to get from the current to the desired future state, establish a plan to achieve the business value from the change, and manage the progress along the way to achieve desired business outcomes with pace, certainty and agility.

Open 2 Study

Australia, South Africa | 2014 - 2014

Principles of Project Management - Project Managment

Project management is a composite activity with multiple dimensions. Depending on the type and class of project, this management activity can be very complex. To begin with, we should be clear on what we mean by project management - not in terms of the traditional definitions but in terms of the scope of this management activity.

University of Cape Town

Cape Town, South Africa | 2013 - 2013

IT Management Diploma - IT Management

The Diploma in Information Technology and Communication has been designed to provide the students with strong academic knowledge in the various areas of Information Technology, programming and Systems Development, Networking and Cybersecurity, or Mobile Application Technology. It is a general diploma programme for students to progress into the International Advanced Diploma in Computing/Networking or other related areas and subsequently into degree programmes.

IT Academy (IT SA Computer Services Pty Ltd)

2012 - 2013

A+, N+, MCSE and MCITP Server Administrator - A+, N+, MCSE and MCITP Server Administrator

TrinityCollege of Apologetics and Theology

2012 - 2013

Master in Biblical Studies - Bible/Biblical Studies

Mindleaders

2012 - 2012

Certificate of Mastery - Business Analysis Professional

Regent Business School South Africa

2011 - 2011

MBA 1st Year - Master in Business Administration

Institute of Directors

2010 - 2010

ADP - Director Development Program

WITS Graduate School of Business

2003 - 2004

Post Grad Dip - Advance Management Diploma

Public Relations Institute of SA

2003 - 2003

Diploma - Community Relations and Develepment Communication

1999 - 2001

Diploma - Psychometric Assesement - DISC Analysis

Free Baptist Theological Seminary

1995 - 1999

Bachelors in Theology - Theology

Faculty of the Comminwealth Open Univeristy

1994 - 1998

(Honours) Bachelor in Theology - Theology

Rhema Bible Training Centre

1994 - 1995

Diploma in Ministry - 2 years - Theology

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