Marna Lottering Email & Phone Number

United Arab Emirates

The future of work is changing at a rapid rate and standing out is becoming increasingly difficult. Whether you are a new joiner, eager to take your career to new heights or wanting to find purpose and meaning in a new career, the MentorToMaster eco-system will provide you with tools and skills to navigate the entire career and wealth creation ecosystem.We help businesses and people grow through consulting, mentoring and training initiatives. This includes developing innovative and interactive experiential learning activities, covering over 200 topics (technical, soft/workplace/personal and hybrid skills). Our more than 100 mentors and masters, based in more than 20 cities across the globe, are passionate about sharing their expertise and helping individuals and teams to LEARN, EVOLVE and THRIVE!

United Arab Emirates

Apptique helps businesses to grow Customer Capital. What is that?Customer Capital is the value of relationships that a business builds with its customers which is reflected in customer's loyalty to the (1) brand, (2) staff and (3) products.We deliver this through proprietary frameworks, methodologies and technology by working with your organisation (collaboration), showing you how to (workshops) and by empowering staff (training).C-CAT is a proprietary Customer-Centricity Assessment Tool (C-CAT) that serves as a diagnostic framework which highlights the transformational opportunities in your business. The tool benchmarks your operations, tactics and strategy against over 275 best practice principles and prioritize areas for improvement, showing how it will impact your bottom line.These outcomes demonstrate the impact on profit to ensure a return on investment in customer-centricity initiatives.Impact:Large corporates, government entities, SMEs and start-ups became more aware of customer experience and the impact on growing a sustainable business. Customer-centric strategies, tactical plans and operational efficiencies were created which resulted in enhanced customer and stakeholder relationships, improved user experiences (technologies) and increased profits.

Dubai, United Arab Emirates

Heading up the faculty for LIBF in the Middle East, Africa and India involved building and leading educators across different fields and sectors. I worked closely with trainers to provide best in class online and face to face professional education. The MENA office provides an array of solutions to cater for the education and training needs of the banking and finance sector in the Gulf Council Countries, Middle East, Africa region and India. They offer core banking as well as bespoke programmes, varying in duration from a few weeks to short programmes, including topics like FinTech, Sustainable Finance and more. I was also responsible for providing employability skills and expertise at the Job Centre as part of the Emiritization programmes and provided ad-hoc training on workplace and financial literacy skills to ADGMA Alumni. Apart from Faculty, I also worked as an internal consultant on various strategical and tactical initiatives to innovate and grow the business. This included internal audits and creating workstreams to improve operational processes, develop employees, policies and technologies to automate, scale and accelerate in line with market requirements.

Sandton

Client experience measurement, analytics and client insights - Designed and implemented an analytical area that measures client insights at every touch point (all channels, products and segments)- Performed analysis on client experience through on-going research, statistical modeling and benchmarking- Performed market research for new initiatives and large projects - Shared insights and recommendations with the various business units to support strategies and tactical plans- Supported the business to drive insights into action, effectively closing the loop- Built a high performance team Impact: Retail Banking were able to compare metrics across different areas for the first time and implemented strategies and tactics to improve customer experience. Funds were appropriately allocated to streamline processes, build new technologies, launch new programs and to create loyal customers that are brand advocates. The outcome impacted over 18k employees and over 5m customers across products, segments and channels.

Sandton

Retail and Wholesale model validations- Set up and recruited a team of experienced credit analysts - Managed the end-to-end retail and wholesale model validation areas- Applied statistical modeling and analysis techniques that provided comprehensive reviews on validation findings and audit reports before sign-off by Chief Credit Officer. - Ensured that value was added to business and that models are approved by the South African Reserve Bank. Impact: Nedbank Group achieved Advanced AIRB status on both portfolios within 18 months which lead to substantial cash savings, more accurate risk quantification and pricing, enhanced credit policies and improved reputation with the Reserve Bank, competitors and customers.

Johannesburg

Main Responsibilities:- Designed a strategy for quantitative fraud risk management- Set up and recruited a team of risk analysts, case management specialists and fraud analysts - Automated Fraud Risk analysis and reporting activities to run seamlessly- Provided Business Intelligence (Fraud, Anti-Money Laundering and Physical Security) - Ongoing innovation to build pro-active fraud detection algorithms & perform preliminary investigations in line with new trends and modus operandiImpact: Absa Group was able to receive monthly measures and insights across various areas. Substantial funds were recovered and large losses prevented. This created a competitive advantage and customer protection.

- Analyzing large data sets of transactional and customer data to determine the risk of customers defaulting- Quantifying the expected loss to the organization where customers are likely to default on loan productsImpact: Absa Retail Bank was able to quantify credit risk on a customer account level for the first time. More accurate risk quantification lead to substantial monetary savings and improved reputation amongst competitors and with the Reserve bank. Low risk customers were also able to received better interest rates on loan products.

Master’S Degree, Business, Mathematics And Informatics (Quantitative Risk Management) - Cum Laude

Bachelor’S Degree, Econometrics And Economics (Cum Laude)

Certification, Customer Experience Management (Cum Laude)

Certified Customer Experience Manager