Feroza Fredericks Email and Phone Number

Responsibilities of Learning and Development Manager:• Responsible for managing the Learning and Development department for the group (Johannesburg, Cape Town, Namibia, Botswana and Kenya).• Building strong internal relationships with the stakeholders and SME’s in the business. • Conducting skills gap analysis and promote best solutions to achieve desired results.• Develop, design and implement learning strategies for the organization.• Design and develop learning material and assessments.• Plan talent development strategies.• Total project management.• Track and report on the impact of learning once training completed.• Facilitate learning programmes for different levels of the organization.• Coaching of new and existing employees.• Manage the training budget and ensure the training spend is aligned with the business objectives.• Planning of monthly, quarterly and yearly training calendars and ensure implementation.• Development of KPA’s, job descriptions and policies for the L&D.• Perform all duties as the Skills development facilitator for the group and ensure compliance with statutory requirements.• Design, implementation and ongoing management of the Learner Management System (LMS).• Completion and submitting of annual training report to the Department of Labour (based on the workplace skills plan and annual training report for Service Seta and Fasset Seta).• Ensure implementation of the workplace skills plan and reporting thereof.• Implement and managing of learnerships from start to end.• Manage the internal bursaries for the group. • Ensures maintenance of employee training records.• Prepare and submit necessary data to HR as input for the annual BBEE and EE report.• Tracking of mandatory grants and following up on grant payments from the Seta’s.• Complete applications for discretionary granting for pivotal programmes.• Solid understanding of all legislation related to Skills Development and compliance.

• Manage and control targets for seven teams. • Assisting in executing and manage debt management strategies.• Introduce, drive and maintain new collection initiatives.• Monitor operational performance.• Identify, engage and maintain professional relationships with all stakeholders.• Use of available MIS to improve performance and strategies.• Capacity and leave planning.• Build talent by designing work assignments to promote the development of team leaders.• Reward and recognition (True Blue awards).• Conduct monthly performance reviews of team leaders.• Implementation of corrective measures.• Quality control performed on calls evaluated.• Conducting of quality calibration sessions.• Conducting of interviews.• Coaching team leaders.• Performance management.

• Manage and control targets for six teams. • Identify gaps between the set and achieved targets and identify business failures that underpin issues across all support environments.• Mobilise relevant stakeholders to develop solutions to meet set targets and improve performance.• Analyse the reasons for non payment to identify gaps.• Analyse quality team findings, make recommendations and implement corrective measures.• Capacity planning.• Plan, organize and support supervisors with regards to performance management, poor work performance and trends on key HR dimensions: (absenteeism, unplanned leave, training)• Support supervisors by sponsoring relevant reward and recognition projects.• Conduct monthly performance reviews of supervisors.• Development to address career pathing for top performers.• Implementation of corrective measures.• Test and implement recommendations.• Interviewing of potential candidates.• Coaching.• Recommendations for employee well being programme.

• Monitor & audit dialer reports to continually improve on team’s daily productivity.• To audit data voice recording checks, quality control.• Spot check key registers weekly.• Check protection and securities files. I.e. Emergency procedures, limits of authority and defalcations register are in place.• Financial report to be checked and audited daily.• Control untraced debit / credit differences.• Ensure all high balance accounts are worked as per limits of authority.• Ensure that health and safety representative caries out duties / spot checks monthly.• Ensure that all teams work correctly in terms of the process guide.• Look for ways to make our processes more productive and improve standards.• Assist team leaders with performance monitoring.• Check and sign temporary staff time sheets.• Checking the payroll against organogram.• Manage and distribute customer complaints to the relevant areas.• Check the general ledger reports.

• I was leading a collections team of 11 staff members which was responsible for collecting delinquent and over line payments on FNB Card’s portfolio, Discovery cards, Kulula, Clicks and Vodacom.• Responsible to manage the team to ensure that targets of Rand Value collected are met and/or exceeded (an average of R 10.8 million per month)• Responsible for KPI delivery and performance measurement of my team.• In the absence of manager I would manage 42 staff members.• Responsible for calculating daily hours on the sign-on register, and leave updates.• Good knowledge of the Power dialer. (Retrieving of reports, setting of campaigns etc.)• Provide support in customer compliant resolution, including CEO complaints.• Call quality monitoring.• Negotiating targets with staff members individually and contracting their performance on a monthly basis. • Track team and individual performance daily.• Track their working times versus dialer times. • Perform lead role in ensuring staff receives ongoing education to stay updated on policies, procedures, systems and products. • Ensuring development plans are done with a deadline• Coaching and managing of staff that is under performing.• Rewarding staff that is constantly performing.• Audit on- line transactions daily.• Compile monthly operational reports incorporated with action plans, to reduce debtors book.• Manage high risk accounts.• Approve legal action to be taken.• Work with Operational manager on project planning, business case and implementation.• Assist in the selection process of new recruits.• Constantly seek to improve processes with the area to improve productivity.

Responsibilities Regarding Training Position• Training of staff series of programs (the relevant software offered by FNB).• Training involved research, designing of training material, printing, collating and binding of books, scheduling times for attendance, booking of venues and evaluating performances.• Providing internal support after training has been done.• Compiling of month end reports (for the perusal of the Head of Collections department) with particular reference to statistical figures.Responsibilities Regarding Junior Business Analyst• Identifying ineffective processes within the business and restructuring same, promoting cost effective operations.• Also, design and develop learning interventions based on the needs analysis results.Responsibilities Regarding Experience in Home Loans Department, was seconded on a project for 3 months in 2001• Recovering monies (debt collecting) from arrear Home Loan accounts.• Advising and negotiating short-term arrangements.• Drafting and faxing letters for the purposes of increasing housing subsidies to various employers.• Tracing of clients with the assistance of electronic and manual tools (these included title deeds, ITC credit bureau search, info 1023, phonograms, letters of demands, customer information system etc.).

Responsibilities regarding Collection Agent• Recovering monies on arrear and over the limit accounts using the power dialer system.• Worked approximately 1500 accounts and was required to bring in an average of R1, 1000.00.• Rehabilitate customer accounts.• Negotiate repayment arrangements.• Referral of accounts for impounds where customers are abusing the facility.• Also worked on the inbound call centre.• Extracting authorization logs where disputes arise. Additional Responsibilities• Acting as an Occupational Health and Safety officer for purposes of complying with relevant legislations. These duties included regular checks on working environment, electronic equipment and safety facilities.• Training of staff on internal evacuation procedures.• Elected as a member of the Employment Equity Group.• Arranging and maintaining access to the FNB Card mainframe system.• Liaising with staff members of staff on a personal level (this included leave, absenteeism, overtime and loan records.