Some stories are just too good not to tell.
In this edition of the Strategic Insights Podcast, I had the privilege of speaking with Shadon Moodley, Executive for Shareholder Services at the Johannesburg Stock Exchange. What unfolded was not a conversation about telephony systems and service-level agreements (SLAs), but a heartfelt, deeply human narrative of grit, purpose, and a clear vision for the future of both customer and employee experience.
Shadon’s journey began far from the gleaming boardrooms of Sandton. Born in Gauteng and raised in Durban, he found himself chasing dreams in Johannesburg during the late 1990s. Ironically, customer service and contact centres weren’t part of his plan. Armed with an IT qualification, he took his first job as a diesel mechanic. But as luck – or destiny – would have it, his real calling was yet to emerge.
His entry into the contact centre world came via the BPO sector, with stints at Direct Channel Holdings, FNB, Outsurance, and LegalWise, among others. Along the way, he was mentored by some of the sector’s legends. What he gained wasn’t just technical skill – it was a profound respect for the people behind the headsets.
Fast-forward to today, and Shadon leads what is arguably one of South Africa’s most progressive and purpose-driven contact centres. Located within the JSE, this operation doesn’t sell insurance or collect debt. Instead, it exists to give money back to the public. Literally.
One of its flagship initiatives is the Claim It campaign – a project aimed at returning R4.5 billion in unclaimed dividends to rightful shareholders. Some of these claims go back years. Many belong to families who may not even know a loved one once held shares in a listed company. It’s a contact centre that doesn’t chase profit. It chases people – in the best possible way.
This unique mandate has shaped a very different type of culture. One rooted in service, humility, and responsibility. It’s also why Shadon has built his model around what he calls the “human experience.” He believes technology must support, not replace, empathy. While speech analytics and AI are part of the toolkit, human judgement remains non-negotiable.
He makes a compelling case for shifting from the standard tick-box approach to quality assurance. For Shadon, it’s not about whether an agent used the customer’s name three times. It’s about whether the interaction was meaningful. Did the customer feel heard? Understood? Helped?
A deeply held belief in employee experience underpins all of this. Training and development aren’t “nice to haves” – they are baked into the culture. His learning and development manager reports directly to him. Quality controllers are involved from day one of onboarding. Everyone in the operation understands not just the “what” but the “why” behind quality interactions.
He doesn’t just talk the talk. He walks it. Every morning, literally, Shadon starts his day by walking the floor, greeting team members, encouraging new recruits, and reminding them that they are winners. His leadership philosophy is personal and hands-on. He asks himself three questions each day: Are my people being heard? Are they growing? Do they feel connected?
The results speak for themselves. The centre consistently records CSI scores of 98% across all departments. And these aren’t hollow numbers. They reflect genuine satisfaction, built on care, trust, and consistent delivery.
Shadon’s passion is infectious. He wants to see South Africa shine on the global BPO and CX stage. He’s proud of the technology and systems we have, but he’s clear – our real strength lies in our people. In our diversity. In our spirit.
And perhaps most importantly, in our ability to deliver extraordinary service from the most unexpected of places.
I walked away from our conversation reminded of something powerful. Contact centres can be more than just cost centres. In the right hands, they become vehicles for social change, economic upliftment, and national pride.
Shadon Moodley is one such pair of hands.
And yes, you can bet I’ll be inviting him back.
– Rod Jones
