Ops Game Changers
An original ActiveOps podcast focused on all things Operations.
We know it's not easy running operations. Pressures on cost, risk, customer and employee experience are a constant struggle as operational leaders try to do more with less. In this podcast series, we bring together true Ops Game Changers, who share real-life stories of how they delivered against business drivers – and delivered big!
Ops Game Changers
S01E12: The power of data and unlocking the 80/20 to focus on what matters most
You’re listening to 'Ops Game Changers', the ActiveOps podcast where we share real-life stories from remarkable leaders that are revolutionizing the world of service operations. In this series, we explore some of the key challenges faced by service operations as they strive to deliver more - more capacity, more productivity and more business impact. Host, Bhavesh Vaghela (CMO at ActiveOps) quizzes his guests on how they went about unlocking significant value, adopting best practices, and experiencing some game-changing results.
In this episode, we are joined by Brinsley du Plessis, Managing Executive: Transformation and Programme Management Office at Nedbank, to explore how data-driven insight and process optimization are transforming operations and driving customer outcomes. Brinsley shares how his team leveraged operational data to identify the 20% of processes that delivered 80% of the impact — focusing improvement where it mattered most. He also reflects on the power of the Pareto principle in operations, showing how focusing on the right data can elevate performance, reduce costs, and enhance the customer experience — all while building a more agile, insight-led organization.
Following the success of Project Phoenix, Brinsley discusses how Nedbank’s Retail and Business Banking division continues to evolve its operations by combining strategic data use, process discipline, and a culture of accountability. He explains how linking individual performance metrics to organizational goals created a clear line of sight for teams, boosting engagement, efficiency, and client satisfaction.
Tune in to this fascinating episode to learn how data, process optimization, and culture come together to drive real transformation and measurable outcomes.
Want to learn more about how to radically transform your company through the power of operations? Then don't miss the following episodes and hear more fascinating insights from other leaders in the field of Operations about how they have overcome challenges to drive productivity and boost performance at their enterprises. You can listen and subscribe to ‘Ops Game Changers’ on your preferred podcast platform and also on our YouTube channel, AOTv.
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