Navigating the payments industry in a customer-facing role demands a true passion for helping both colleagues and the merchants we serve. Gary Sait, our dedicated Head of Customer Service Excellence, embodies this passion. Throughout his career, Gary has found his greatest reward in assisting others, making his contributions to Payfast by Network invaluable. In this guest blog, Gary shares his inspiring journey from HR to Head of Customer Service Excellence and highlights how Network International has been instrumental in his growth and development.
In 2021, I joined a company with a simple yet transformative mission: to empower merchants in South Africa to sell their products and services online. Through Payfast by Network, we don’t just process payments; we enable businesses of all sizes to grow, thereby contributing to the growth of the South African economy. This alignment with my own entrepreneurial mindset and passion for helping others reach their full potential made it the perfect place to start a new chapter in my career.
Back then, I was part of PayGate, which, along with PayFast and 3G Direct Pay, formed the DPO Group. Shortly after, we were acquired by Network International, leading to the rebranding of our South African entity as Payfast by Network. This evolution mirrored my own journey within the company—a path shaped by support, mentorship and a shared vision of enabling growth.
A foundation for growth
When I joined, my primary focus in HR was recruitment and Learning & Development. But as I settled into the role, I realised that I could contribute far more. Thanks to the guidance of Gadijah Dolan, our Senior HR Manager at the time, I was encouraged to step into the shoes of a true HR Generalist. Gadijah’s mentorship wasn’t just about professional skills—it was about exposure to leadership strategies, involvement in impactful projects and gaining the confidence to make and implement HR decisions.
This unwavering support laid the groundwork for my promotion to HR Supervisor and eventually HR Manager. These roles helped me refine a philosophy that has stayed with me to this day: growth is a shared endeavour. Just as we helped employees unlock their potential, our company was empowering merchants to scale their businesses—a synergy that resonated deeply with me.
Pivoting to customer service excellence
I’ve always believed in being a conduit for change, someone who identifies gaps and builds bridges to fill them. This mindset led to one of the most pivotal moments in my career: transitioning from HR to Customer Service Excellence. This wasn’t just a role change—it was a strategic opportunity to marry my background in customer service with my HR expertise to drive merchant satisfaction and retention.
Taking on the role of Head of Customer Service Excellence came with challenges, particularly earning the trust of a new team. But through empathy, expertise and a clear vision, I worked to build credibility and showcase how we could collectively elevate the service experience for our merchants.
The act of service
Whether in HR or Customer Service Excellence, my mission has always been the same: to serve others and help them flourish. In HR, this meant creating an environment where employees could thrive. As the Head of Customer Service Excellence, it now means creating the conditions for the team to deliver world-class service to our merchants, helping them grow their businesses.
This philosophy extends to our 2025 strategy. While I can’t reveal too much, I can say that our focus will redefine what “service” means in our industry. By enhancing merchant satisfaction at every stage of their journey, we aim to build relations in a way that feels effortless and meaningful.
Growth through collaboration and understanding
Two lessons have shaped my leadership approach:
1. Hire the right people, at the right time, for the right job. Then, collaborate with them to identify opportunities for improvement.
2. Lead with empathy. Communication is only communication if understanding is the result. Fostering true understanding is a skill that builds trust through empathy.
These principles aren’t just internal—they guide how we interact with our merchants. By deeply understanding their businesses, we can tailor our support to meet their unique needs, creating lasting value for them and their customers.
Growing South Africa, one transaction at a time
South Africa’s high unemployment rate is a sobering reality, especially for the youth, who face immense societal pressures. I believe that by helping merchants grow, we can drive entrepreneurship, create jobs and make a tangible impact on the lives of countless individuals.
Imagine a future where we could quantify the employment generated through our efforts—how many lives we’ve touched by empowering businesses to thrive. That’s the kind of legacy I aspire to leave behind some day.
Final thoughts: Write your own story
If there’s one thing my journey has taught me, it’s that you are the author of your own career. Growth doesn’t happen overnight; it’s a slow process that accelerates when the time is right. Along the way, seek mentorship, set clear goals and embrace the art of service.
The rewards of serving others—whether it’s employees, merchants or the broader community—are immeasurable. And as we look ahead to 2025, I’m excited to continue this journey, driving growth for our merchants, our company and South Africa as a whole.
