Masala Nemugumoni

Strategic Workforce and Customer Operations Specialist with 18+ years of progressive leadership experience across leading South African financial institutions, including Woolworths Financial Services, African Bank, and Standard Bank.

Currently leading Workforce Planning for Woolworths Financial Services, serving as the enterprise subject matter expert for workforce strategy, analytics, forecasting, and deployment across complex contact centre environments. Accountable for optimizing capacity, enhancing operational efficiency, and aligning workforce strategy to business performance and customer experience outcomes.

Proven track record of building and leading high-performing planning and analytics teams, establishing forecasting and scheduling standards, and embedding performance-driven reporting frameworks that support executive decision-making. Successfully driven enterprise-wide workforce optimization initiatives across servicing, sales, and multi-channel environments.

Brings a rare dual lens of Workforce Management and Customer Insights leadership — having led Customer Insights and Customer Experience functions, developed centralized Voice of Customer capability, mapped customer journeys, and implemented technology-enabled improvements to elevate service delivery and competitive advantage.

Recognized for strategic thinking, strong analytical capability, cross-functional influence, and the ability to translate data into actionable business strategy. Passionate about innovation, operational excellence, and developing future-ready teams.

Masala Nemugumoni is a senior Workforce Planning and Customer Operations leader with 18+ years’ experience in financial services contact centres. He has held leadership roles at Woolworths Financial Services, African Bank, and Standard Bank, specializing in workforce strategy, analytics, and operational optimization.

He currently leads enterprise workforce planning at Woolworths Financial Services, driving forecasting, capacity alignment, and performance governance across multi-channel environments. With a strong foundation in customer insights and business intelligence, he combines data-driven strategy with people leadership to deliver operational excellence and improved customer outcomes.

Masala holds a Diploma in Call Center Operations and has completed Management Essentials through the University of the Witwatersrand and the Standard Bank Leadership Centre. He has further strengthened his strategic and leadership capability through advanced coursework in innovation, product management, workforce optimization, executive leadership, and analytics.