Rukeya Mall

Detail-focused operations and data professional with 17+ years of experience across banking, financial services, technology and online business support. Skilled in data accuracy and verification, reconciliation, CRM and business systems administration, process documentation, SOP development and operational reporting. Experienced in working independently and remotely, improving inconsistent processes and establishing accurate, well-documented workflows.

Holds a Bachelor of Commerce in IT Management (Informatics), Cum Laude, with formal business analysis training.

Founder & Programme Operations Lead at CoCo Africa Hub (2024 – Present)

• Set up and administer enrolment, payment and CRM workflows in Systeme.io and Flutterwave, including contact tagging after successful payment.
• Develop and maintain standard operating procedures (SOPs), documented processes and digital workflows to improve consistency and operational efficiency.
• Implement workflow automation using Zapier and Make, reducing manual administration by approximately 40%.
• Maintain the digital systems and operational processes supporting programme administration and the delivery of business education initiatives.
• Identify repetitive manual tasks and opportunities to improve data accuracy, information flow and process efficiency.
• Coordinate with external partners and service providers to support operational delivery.

Online Business Manager | Virtual Assistant at Self-Employed (2015 – 2023)

• Provided remote back-office and operational support to business owners, organising fragmented processes into structured workflows and documented systems.
• Reviewed business operations, identified inefficiencies and implemented practical improvements to reduce repetitive administrative work.
• Developed digital workflows and automations across CRM and business platforms to improve consistency, accuracy and efficiency.
• Provided systems support and troubleshooting across business platforms, helping maintain accurate information and operational continuity.
• Developed SOPs, process documentation and training materials to support consistent working practices and knowledge transfer.
• Coordinated with remote vendors and service providers to support day-to-day business operations.

Senior Business Analyst (Senior Principal Consultant) at IQ Business (2014-02 – 2014-08)

• Investigated root causes of regulatory message failures in the Front Arena trading system supporting ABSA’s regulatory reporting to the South African Reserve Bank (SARB).
• Identified and resolved the root causes, reducing system-generated errors by 50%.
• Analysed complex operational and system issues with developers, portfolio managers and business teams, and delivered practical process and technical fixes.

IT Business Analyst at Rand Merchant Bank (RMB) (2009-02 – 2013-09)

• Reduced operational incidents by 85% through business process improvements, system optimisation and proactive issue resolution.
• Delivered cross-border system implementations in Namibia, Botswana, Tanzania and Eswatini, including user training and knowledge transfer.
• Analysed operational and system issues to identify process improvements and practical solutions.

Administrative Assistant at Investec Securities (2006 – 2009)

Supporting Portfolio Management through administrative support, operational reporting and reconciliation within a financial services environment.

Business Development Officer and Client Service Executive (Junior Management) at FirstRand Custodial Services (2002 – 2006)

Responsible for RFP management, client relationship management and market reporting.

Settlement Officer and Trade Matcher at Standard Corporate and Merchant Bank (1997 – 2002)

Responsible for trade settlements, trade matching, regulatory compliance and operational risk management.

Bachelor of Commerce in IT Management (Informatics) – MANCOSA (Pty) Ltd (2017)

Diploma in Business Analysis (IIBA) in Business Analysis – Faculty Training Institute (FTI) (2013)

Certificate in Business Analysis (IIBA) in Business Analysis – Faculty Training Institute (FTI) (2012)

Matric Certificate in Full University Exemption (1996)