Angelique Venter

Dedicated and results-driven individual with 15 years of experience in the banking sector across multiple roles including consultant, team leader, operational manager, and project/program manager. Expertise in customer service, recruitment, training, people and project management, and office administration. Excellent verbal and written communication skills with ability to develop and maintain beneficial relationships.

Self-motivated, detail-oriented, and capable of working independently or within teams. Open to relocation and possess own vehicle for travel.

Senior Manager, PMO Enablement Capabilities at Standard Bank (2024-04 – Present)

Lead and oversee capability design and implementation solutions to support various business units. Manage design, building and implementation of key capabilities for PMO business and Banking teams.

• Lead and oversee capability design and implementation solutions for various business units
• Oversight of design, building and implementing all key capabilities for PMO business and Personal, Private and Business Banking SA Coverage teams
• Develop key knowledge platforms for interactive storage of change communication
• Manage analytics and reporting relating to all changes and projects
• Lead a team of skilled managers with roles in Communication, Platform build, Design, Change & Projects
• Conduct coaching and performance monitoring
• Support communication, change and project execution
• Craft change, project and communications plans
• Work alongside marketing to drive marketing initiatives aligned to scaling plans

Solution Readiness/PMO Project and Change Manager at Standard Bank (2021-01 – 2024-03)

Ensured business readiness across Consumer & High Net Worth, Commercial Banking, and Business Banking for all initiatives. Facilitated change and communication plans for deployments and scaling solutions.

• Ensure business readiness across Consumer & High Net Worth, Commercial Banking, and Business Banking
• Facilitate change and communication plans for all deployments, releases and solutions
• Ensure relevant learning and development is developed and socialised
• Work with marketing to drive marketing initiatives aligned to scaling plans
• Ensure adoption of change and tracking of success measures per initiative
• Work closely with solution teams and regional change managers for successful scaling
• Ensure regression, business verification, BETA or UAT testing completion
• Categorize defects in terms of criticality
• Ensure critical and high defects are resolved prior to deployment
• Provide coaching and guidance on Change Management
• Conduct stakeholder engagement

Program Manager at Standard Bank (2019-07 – 2020-12)

Provided leadership to project team members. Managed identification of appropriate resources and execution of project activities. Responsible for successful management and delivery of major and strategic projects.

• Provide leadership to project team members and ensure motivation
• Identify appropriate resources for projects in collaboration with business owners
• Guide execution of all project activities and resolve/mitigate risks and issues
• Ensure accurate record keeping and content management of project documents
• Conduct formal handover of project items to business as usual
• Highlight key concerns at PMO level to project board
• Manage and coordinate Project Management Office implementation
• Support change initiatives with key data insights and trends
• Provide detailed insights on planned change for seamless implementation
• Manage and deliver major and strategic projects within scope, budget and time
• Initiate complex and strategic projects and perform project planning

Project Manager at Standard Bank (2017-10 – 2019-06)

Managed coordination and implementation of projects. Handled training facilitation and change management activities.

• Management, coordination and implementation of projects
• Scheduling and facilitating training sessions
• Provide input into Process design, Functional Specification, Technical Specifications and Business Requirements
• Office Administration
• Change Management
• Design, Development, validation and circulation of Communication internally and externally
• Manage requirements and expectations for Project team with Senior Stakeholders
• Manage operations understanding of expected project deliverables

Acting Operations Manager at Standard Bank (2016-05 – 2017-09)

Managed day-to-day call centre operations. Led a team of leaders across multiple departments to achieve daily, monthly and annual goals.

• Recruitment and training of staff
• Manage call centre day-to-day operations
• Utilise allocated resources effectively to achieve success against Customer Contact Centre Goals
• Lead team of leaders across multiple CCC departments to achieve daily, monthly and annual goals
• Full responsibility for management of inbound services capability
• Represent contact centre in organizational stakeholder meetings
• Interpret and ensure adherence to Service Level Agreements (SLA)
• Identify group and team based coaching and quality improvement gaps
• Communicate and implement all policies, legislations and procedures
• Monitor and manage performance of team members
• Conduct performance appraisals and staff development

Team Leader Customer Contact Centre at Standard Bank (2012-11 – 2016-04)

Led, coached, and managed customer contact centre staff. Conducted performance appraisals and managed staff training and development.

• Lead, coach, guide and manage staff
• Conduct staff performance appraisals and manage training and development plans
• Ensure disciplinary action and grievances are addressed and aligned to policies
• Ensure staff are appropriately and consistently rewarded and recognized
• Assist with recruitment, staff selection and payroll administration
• Monitor adherence to schedules to ensure Service Level Agreements are maintained

Senior Manager Programme in Management – Equilibrium (2024 – 2024)

Prosci certified Change Practitioner in Change Management – CMC (Change Management Certification) (2022 – 2022)

Coaching Certification in Coaching – Schuitema (2018 – 2018)

Certificate in Human Resources Hiring Practices and Principles – Unisa (2015 – 2015)

Diploma in Wedding Planning and Event Management – Intec College (2012 – 2012)

Senior Certificate/Matric in General Education – West Ridge High School (2005 – 2005)