Page 46 - CAO Annual Report 2024/2025

CENTRAL APPLICATIONS OFFICE
OPERATIONS DEPARTMENT
PALASHIKA RAMPERSAD
Operations Manager
It is the responsibility of the CAO’s Operations Department to ensure effective planning, performance management, SLA monitoring, and cross- functional collaboration to drive efficiency and service excellence across the organisation. The Applications Verification and Call Centre departments are the direct oversight responsibility of the Operations Department, ensuring that applications are verified in compliance with SOPs, and queries from
learners and parents are handled professionally, promptly, and with care.
During the past cycle, the department successfully managed high volumes of applications while maintaining strict data integrity and compliance standards. Key initiatives included streamlining workflows, implementing targeted process improvements, and strengthening Call Centre support, resulting in faster response times, higher applicant satisfaction, and more efficient operations during peak periods.
By continuously monitoring performance, reporting outcomes, and collaborating across teams, Operations remains dedicated to improving efficiency and service quality, while advancing CAO’s mission to broaden access to post-school education with integrity and operational excellence.
NSF Intern
Phumelele Ngubane
ANNUAL REPORT 2024/2025 | 44