- Supported the delivery of the Organisational Management & Governance objectives for Client Assets & Client Money (UK FCA CASS & MiFID II)Inter Affiliate OutsourcingBusiness Resiliency - Implemented automated solutions to improve process efficiency to focus on data analysis, insights gathering and informed decision-making- Coordinated & prepared meeting materials, minutes & actions for monthly UK & European Governance Committees & UK CIB Outsourcing Forum- Engaged… Show more - Supported the delivery of the Organisational Management & Governance objectives for Client Assets & Client Money (UK FCA CASS & MiFID II)Inter Affiliate OutsourcingBusiness Resiliency - Implemented automated solutions to improve process efficiency to focus on data analysis, insights gathering and informed decision-making- Coordinated & prepared meeting materials, minutes & actions for monthly UK & European Governance Committees & UK CIB Outsourcing Forum- Engaged senior management to complete Annual Review of team Business Resiliency Plan - Documented Standard Operating Procedures including processes and procedures - Packaged operational & performance metrics through data analysis & gathering insights across legal entity & line of business - Summarised key information / insights (New Business / Product Assessment Process & Business Network Summaries) for efficient & informed decision making by Senior Management - Developed & implemented end-to-end process for review & approval of Client Assets in the New Business/Product Assessment processAchievements- Automated multiple manual processes leading to reduction in processing times of up to 5 days- Innovation Star Award for the business unit in Q2 2019- Project managed delivery of Annual Review of Business Resiliency plan ahead of deadline - Coached and trained team members on Client Assets New Business Assessments process- Communication & rollout for: Email Moderation Control; Email Shared Mailbox Retention Settings: SharePoint Records Management Conversion- Participated in Hackathon 2018 (Team member - 1st) & 2019 (Team lead / idea owner - 15th from 35 teams)- Started in role as a contractor became permanent after 6 months Show less

• Management and co-ordination of operational metrics from lines of businesses supporting UK contracted legal entities including data analysis, trending and sourcing insight and commentary • Drive strategic projects to improve the MIS process and drive automation• Prepare materials and minutes for Legal Entity and CASS Governance Committee • Write up Standard Operating Procedures for processes and procedures in CASS Oversight• Build and maintain close working relationships with… Show more • Management and co-ordination of operational metrics from lines of businesses supporting UK contracted legal entities including data analysis, trending and sourcing insight and commentary • Drive strategic projects to improve the MIS process and drive automation• Prepare materials and minutes for Legal Entity and CASS Governance Committee • Write up Standard Operating Procedures for processes and procedures in CASS Oversight• Build and maintain close working relationships with businesses and operational partners and effectively communicate, negotiate and influence where required Show less

• Investigated and decisioned cases by analysing and interpreting data, reviewing customer testimony and communicating with customers & subject matter experts following a defined criteria & processAchievements• First in group to pass accreditation following 4 weeks of intensive training• Within 4 months was entrusted with additional responsibilities to source insights / evidence for cases

• Performed analysis and requirement gathering working with stakeholders in business and technology to propose and deliver solutions for the CASS Programme • Delivered first draft of Programme Operating Document for the Legal Entity Enhancement Programme (LEEP) • Analysed requirements to automate Institution Reference Data & unresolved items in CMAR (Client Money and Asset Return)• Assisted with daily calls, tracking and weekly reporting related to LEEP• Engaged with… Show more • Performed analysis and requirement gathering working with stakeholders in business and technology to propose and deliver solutions for the CASS Programme • Delivered first draft of Programme Operating Document for the Legal Entity Enhancement Programme (LEEP) • Analysed requirements to automate Institution Reference Data & unresolved items in CMAR (Client Money and Asset Return)• Assisted with daily calls, tracking and weekly reporting related to LEEP• Engaged with stakeholders across business & technology to investigate and deliver data & reporting solutionsAchievements• Captured business requirements using waterfall (BRD) & agile approaches (JIRA’s and User Stories) for various initiatives • Performed data mapping & documented requirements to identify automated solutions using internal reporting tools• Facilitated build & testing, partnering with technology & business (ROU / Operations / Client Account Services) to deliver the Legal Entity Holdings Report • Delivered automated solution to collate and summarise results from monthly CASS survey using Confirmit survey tool• Supported the implementation of solutions for the CMAR automation project through analysis & testing of data and reporting Show less

Management and letting of two properties

The position focused on the management of the Bank's CRM and Credit Management system (from a business perspective) so that the application continued to remain relevant and aligned to the strategic objectives of Business Banking and Private Clients relationship-based customer value propositions. Key areas of responsibility included: • Re-establish credibility and reinforce the importance of the CRM and Credit Management system application as the primary credit, sales, service and marketing… Show more The position focused on the management of the Bank's CRM and Credit Management system (from a business perspective) so that the application continued to remain relevant and aligned to the strategic objectives of Business Banking and Private Clients relationship-based customer value propositions. Key areas of responsibility included: • Re-establish credibility and reinforce the importance of the CRM and Credit Management system application as the primary credit, sales, service and marketing tool in both Business Banking and Private Clients • Initiate, analyse, design and support the development and delivery projects and initiatives to enhance the application including interfaces with partners systems and applications• Work with multiple stakeholders to deliver production enhancements, specifically the provision of custom data and MIS extracts that assist in delivery of sales, service and marketing initiatives• Deliver service excellence by supporting the needs of over 2,200 users across Business Banking, Private Clients, Credit and Risk Management through day to day management of the user support and training teams• Represent Business Banking as the Subject Matter Expert on various SAP CRM work streams (such as related parties; business partner definition; single view of the customer) to support the delivery of business requirements, change management and training and ultimately leading to the successful implementation of the planned Business Releases.Additional supporting roles performed during the past few years include:1. Business Continuity Management Champion (2012 – 2014)2. Data Steward representing Business Banking (2011 – 2014)3. Member / Occassional chairperson on Retail Banking's Job Evaluation Committee (2006 – 2011) Show less

Management and letting of two flats in Pretoria and Johannesburg, South Africa, part time between 2006 and 2013In South Africa we managed the entire process from finding a suitable tenant, signing the rent agreements, to addressing issues with the property including making improvements through to managing arrears, rent agreement extensions, etc.

Driver and custodian of the Business Banking Mid Corporate Relationship Segment (turnover R10m to R400m) and value proposition and ensure that all sub-segment solutions are co-ordinated and communicated widely into the business. Key areas of responsibility and achievements:• Research, analyse and understand the needs of Mid Corporate Segment clients to develop and support the implementation of the Business Banking Mid-Corporate Client Value Proposition and marketing plan• Drive CRM… Show more Driver and custodian of the Business Banking Mid Corporate Relationship Segment (turnover R10m to R400m) and value proposition and ensure that all sub-segment solutions are co-ordinated and communicated widely into the business. Key areas of responsibility and achievements:• Research, analyse and understand the needs of Mid Corporate Segment clients to develop and support the implementation of the Business Banking Mid-Corporate Client Value Proposition and marketing plan• Drive CRM initiatives to build on the knowledge and understanding of the business banking client needs and expectations and leverage on these to deliver profitable and mutually beneficial relationships • Manage the Account Analyst to ensure that work standards and quality work output based on agreed on targets are set, achieved and maintained Show less

Delivered service and solutions through a relationship management proposition to a portfolio of clients (turnover R10m to R400m) in Business Banking. Key areas of responsibility and achievements:• Customer Relationship Management - Provide advice, sell and structure financial solutions to best meet the financial needs of high value business banking clients• Credit and risk management - Plan and implement annual credit / relationship reviews by collaborating with product specialists… Show more Delivered service and solutions through a relationship management proposition to a portfolio of clients (turnover R10m to R400m) in Business Banking. Key areas of responsibility and achievements:• Customer Relationship Management - Provide advice, sell and structure financial solutions to best meet the financial needs of high value business banking clients• Credit and risk management - Plan and implement annual credit / relationship reviews by collaborating with product specialists in explaining and structuring credit loan facility options• Achieved 18% growth in operating income and 50% growth in lending balances in the portfolio of 70 clients Show less

Delivered sales and service, MIS and related support across Retail Banking Africa operations in 9 countriesKey areas of responsibility and achievements:• Develop and implement business sales and service process improvements such as the business referral process through ongoing business analysis and stakeholder engagement• Develop and deliver MIS for service performance targets and measures for the Africa Business• Develop and deliver appropriate communications to the business… Show more Delivered sales and service, MIS and related support across Retail Banking Africa operations in 9 countriesKey areas of responsibility and achievements:• Develop and implement business sales and service process improvements such as the business referral process through ongoing business analysis and stakeholder engagement• Develop and deliver MIS for service performance targets and measures for the Africa Business• Develop and deliver appropriate communications to the business related to the performance of sales and service Show less

• Deliver business plans and initiatives to support sales, service, delivery and fulfilment through ongoing business analysis and collaboration with segment, product, sales and service teams• Manage projects (planning and controlling) focusing on process, product development and implementation, sales activity and other strategic initiatives• Provide visible leadership and support to the Business Bank national sales and service network• Develop and drive sales opportunities… Show more • Deliver business plans and initiatives to support sales, service, delivery and fulfilment through ongoing business analysis and collaboration with segment, product, sales and service teams• Manage projects (planning and controlling) focusing on process, product development and implementation, sales activity and other strategic initiatives• Provide visible leadership and support to the Business Bank national sales and service network• Develop and drive sales opportunities internally and externally (new business, cross sell, up sell) Show less

Key areas of responsibility:• Proactively drove business integration in the Business Banking, Small Medium Enterprise (SME) market segment so as to achieve sales competencies, an integrated delivery strategy and increased market penetration• Offered head office support to the national sales network regarding all issues related to the SME market • of Product Owners, Marketing and Segment regarding all issues across SME market• Deliver on sales and other key initiatives affecting… Show more Key areas of responsibility:• Proactively drove business integration in the Business Banking, Small Medium Enterprise (SME) market segment so as to achieve sales competencies, an integrated delivery strategy and increased market penetration• Offered head office support to the national sales network regarding all issues related to the SME market • of Product Owners, Marketing and Segment regarding all issues across SME market• Deliver on sales and other key initiatives affecting Business Banking, SME market, through a 12-month action plan, ensuring seamless integration between product, sales, service and marketing• Devise and execute strategies in response to ever-changing business environment to outperform competitorsAchievements• Successfully project managed and implemented Business Transaction Account (BTA) and Attorneys Trust Account (ATA), Companies and Intellectual Property Registration Office (CIPRO) business process. The latter realised the bank a monthly cost saving of +-R70, 000 per month.• Successfully managed, influenced and supported various Business Banking sales campaigns related to the sales Business Current accounts (Average 99% to budget), Term Lending products Average (R75 million in loans) and SBFC (R176 million)• Re-established SME Segment in the Customer Contact Centre and implemented the SME call line and account opening process for business customers via the Internet2004 results: 722 new transactional and investment accounts (average of 80 new applications p.m.), 1,500 calls per month• Managed the national rollout of SME Best Bank Enhancement Project• Implemented and managed Mpilo Loans - a Bank underwritten intervention using existing processes for SME’s (achieved R2.1 million in sales)• Compiled and produced SME product, sales and process guides to improve technical skills and knowledge within the sales and distribution network• Compiled and communicated a monthly newsletter for Business Banking Show less

Key areas of responsibility:• Supported line management in ensuring that staff understands the Retail Banking sales model and the focus of marketing/sales strategies as applicable to their functions. • Provided execution/tactical support in driving sales and service across Personal and Business Banking products• Assisted line management in implementing and monitoring integrity of sales and lead tracking systems and customer engagement templates. • Assisted line managers in… Show more Key areas of responsibility:• Supported line management in ensuring that staff understands the Retail Banking sales model and the focus of marketing/sales strategies as applicable to their functions. • Provided execution/tactical support in driving sales and service across Personal and Business Banking products• Assisted line management in implementing and monitoring integrity of sales and lead tracking systems and customer engagement templates. • Assisted line managers in achieving customer service goals by monitoring the effectiveness of after-sales fulfillment activities in terms of customer satisfaction, identifying service issues that are creating an obstacle to sales productivity and recommending/supporting implementation of corrective action, where necessary• Undertook sales staff coaching activities in support of sales related developmental needs• Assisted line managers in achieving customer service goals • Promoted effective relationship building between sales channels, business units and segments through effective communication and teamwork.Achievements• Was appointed PSA Team Leader for Pretoria province• Initiated and ran with monthly sales meetings engaging for business and personal banking• Implemented various product, service and marketing initiatives across business and personal segments in support of improving sales and service results Show less

Key areas of responsibility• Provided a mobile primary point of contact to potential business customers by identifying their financial/transactional needs and recommending bank products as solutions.• Developed business opportunities (acquisition and cross sell) through a planned and proactive sales programme.• Identify client needs: follow up on leads, research of client information and planning of presentations specific to clients needs• Proactive planning of sales and… Show more Key areas of responsibility• Provided a mobile primary point of contact to potential business customers by identifying their financial/transactional needs and recommending bank products as solutions.• Developed business opportunities (acquisition and cross sell) through a planned and proactive sales programme.• Identify client needs: follow up on leads, research of client information and planning of presentations specific to clients needs• Proactive planning of sales and relationship calling program.• Relationship calling to existing customers to ensure usage and satisfaction with Business Banking products and servicesAchievements:• Position was pilot leading to introduction of national network of new business managers• Implemented a successful and integrated program, banking customers in both their personal and business capacity for the Pretoria North / Central Area Show less

Key areas of responsibility• Provide a sales and advisory service function to the SME Market, increasing market penetration through the management of a portfolio of accounts and proactively identifying sell and cross-sell opportunities• Identify client needs: follow up on leads, research of client information and planning of presentations specific to clients needs• Honing product knowledge and scheduling of prioritised calls• Preparation of own documentation for… Show more Key areas of responsibility• Provide a sales and advisory service function to the SME Market, increasing market penetration through the management of a portfolio of accounts and proactively identifying sell and cross-sell opportunities• Identify client needs: follow up on leads, research of client information and planning of presentations specific to clients needs• Honing product knowledge and scheduling of prioritised calls• Preparation of own documentation for processing• Design of solutions for identified client needs• Identify, develop and manage client opportunities• Proactive planning of sales and relationship calling program.• Relationship calling to existing customers to ensure usage and satisfactionAchievements• Managed a relationship portfolio of customers providing business advise and support• Developed and implemented a Managing Local Markets (MLM) tactical plan for Pretoria Branch Show less