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Every day’s a school day – MK’s Story

Mxolisi Khumalo is head of Click & Invest’s Client Support Centre. He spoke to us about his passion for learning, playing golf and how he leads his team.

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Topic: The Team

A huge amount of work has gone on behind the scenes in recent years preparing for the recent launch of Click & Invest and I’m excited to be leading the team that is there to help customers over the phone 24/7.

Ultimately it’s always about the client and we have to strike the perfect balance between creating a great experience while managing risk, so that assets and personal information are always protected.

Learning comes to the fore

I’m currently studying corporate finance at the University of the Witwatersrand in Johannesburg and I’m always motivated to learn new things.

This is an ethos that I bring to my client support team. A big part of my role is to empower them to make decisions. We are all encouraged to do something new every day and apply it to our work. This often takes the form of finding a custom solution that suits an individual customer. We think on our feet and appreciate that ‘off-the-shelf’ solutions don’t suit every enquiry.

As we operate on a 24/7 basis, it’s important that members of my team lead from the front and can take responsibility for upgrades or fixes in my absence. It’s going to take time to gain our clients’ trust and ensure they understand the service, so we need to take what we learn from each call and apply it to our processes and procedures. This hopefully means we will keep evolving with the service and meeting clients’ needs.

Driven by customer experience

I spent some time in Geneva, Switzerland for a couple of months before joining Investec and it remains my favourite place in the world. The culture there mirrors that of Investec in that the people are all friendly, open and transparent.

My ideas here are always welcomed and in turn, I always employ the ‘two ears, one mouth ratio’ when working with my team. They often come to me with new ideas based on speaking to clients and that’s a fantastic thing to have within the business.

A good walk spoiled?

Away from work, you’ll usually find me watching or playing golf. I’m a big fan of the Australian former world number one, Adam Scott.

I enjoy the freedom and relaxation of being out on the course and it’s another part of my life where I’m continually learning and striving for improvement, not always with the best results though!

I’m looking forward to another great summer of golf and speaking to many of the new Click & Invest clients for the first time.

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Opinions given within this article are my own personal views. My views and opinions are effective from the date of publication but may be subject to change without notice.

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