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
