Team Leader
6 Simmonds
I have managed 89 staff members who performed the FICA process across multiple products. Throughout my responsibilities I have gained management experience and people skills. I have also acquired skills in team development, leadership, change management, and conflict resolutions. During my tenure I have increased team productivity and compliance rates, while reducing errors and implementing more efficient processes.March 2015 – June 2015Managed 40 contracting direct reports to minimise the risk of non-compliance of small enterprisebusiness, performed dashboard management and reporting. Initial development of skills acquired torun a big team and appointed 3 team leaders in structure. Concluded remediation volumes within 3months and also operated a call center.July 2015 – December 2015Managed 15 direct reports to minimize the risk of non-compliance card products which included 13processes. My objective was to create a multi-skilled team, Created multiple process tracking dashboardwith analysis. Improved compliant percentage by changing ineffective processes.January 2016 – August 2016Managed 18 direct reports on Small enterprise business, Personal and Cash threshold reporting,Dealing with high volumes e.g. (60 000 – 200 000) of fixed deposits and overdrafts. My objective was tocreate a high volume turnover team and created process step by step guides to train 50 additionalnight shift staff members. Frequently sharing best practices which resulted in work completed withinSLA.September 2016 – March 2017Managed 16 direct reports on society schemes, among supporting other processes. Personalobjective was to create a high performance team, maintained an average of 120 % productivity, QAless than 8%, decreased month on month then maintained 0% errors. Created process to correctbranch behavior and reducing account closures on new society scheme accounts, initial compliancerate was 62% and increased it to 96%.
