Operations Manager at First National Bank (2018-01 – Present)
- Established, aligned and managed targets and goals whilst ensuring effective control of costs for a range of functional areas to increase cost efficiency
- Developed a service culture allowing others to provide exceptional client service
- Enabled the teams service delivery through enhancing and implementing systems, processes for measuring service levels and satisfaction
- Cultivated and managed objective working relationships with a variety of stakeholders, including end-users, project managers and senior staff members
- Translated strategies into actionable goals and executed relevant projects
- Complied with governance in terms of legislative and audit requirements
- Identified and reported on risk in a process or product and channel to the relevant stakeholders in the BU
- Drove operational efficiencies and delivered superior quality customer experiences and improve operational processes and procedures on an ongoing basis
- Managed SLA agreements for the Business in line with business objectives
- Improved business decisions by providing accurate and reliable business intelligence together with analysing trends and data
- Planned and executed campaigns successfully and on schedule
- Maintained operational accountability for all campaign execution
- Supported effective teamwork within the function
- Participate and collaborated across teams
- Planned and managed performance, skills development, employment equity, talent and culture of the team in order to improve innovation, achieve efficiencies and increase competencies
Team Leader at First National Bank (2016-01 – 2018-12)
- Stats and monthly reporting
- Client Service satisfaction
- Staff development, training and compliancy
- Maintained relationships with key departments and stakeholders
- Strategy Planning with management
- Service Level Agreement planning (SLA's)
- Managed customer expectations, implementing processes, and various query platforms such as Nomad, Concorde, Innervation and Edcon
- Call centre supervision
- PCI Reporting
- Met with clients and vendors
- Managed allocation and quality of work within area of responsibility
- Managed costs / expenses within approved budget to achieve cost efficiencies
- Cultivated and managed objective working relationships with a variety of stakeholders, including end-users, SME's, project managers and senior staff members
- Proactively supervised people to avoid customer breakdown by managing and resolving all customer queries efficiently, and within agreed timelines
- Provided of an efficient administration service through careful and timeous planning, reporting and updating of all related information
- Complied with governance in terms of legislative and audit requirements
- Tracked, controlled and influenced activities with the specific aim to increase and improve operational efficiencies
- Collated, managed and reported on daily, weekly, and monthly operational progress
- Ensured appropriate skilling and adequate capacity of team members for the adherence to operational and service standards
E-Commerce Consultant at First National Bank (2012-01 – 2016-12)
- Resolved all financial queries
- Ensured merchants are correctly setup
- Maintained relationships with CSP's
- Analysed and advised on resolutions to system problems
- Assisted all regions with financial errors and disputes
Credit Controller & Short Term Insurance Administrator at Discovery Health (2012-01 – 2016-12)
- Maintained accurate and up to date customer details and account records
- Worked independently on collection of overdue accounts
- Regularly contacted customers by phone, fax and email
- Made adjustments, handled queries and resolved problems within company guidelines and policy
- Compiled information from previous insurance schedules for quoting purposes
- Maintained client's needs and specifications
Helpdesk Consultant at First National Bank (2010-01 – 2011-12)
- 100% accountability on faults and queries and correct escalation thereof to Vendors and second level
- Ensured high standards of product knowledge and adherence to protocols to ensure that customers receive accurate and consistent information
- Analysed and advised on resolutions to system problems
- Established and clarified customer needs and took responsibility for action on behalf of the customer
- Balanced conflicting priorities, developing new approaches in the light of changing business circumstances
Financial Administrator at First National Bank (2009-01 – 2010-12)
- Prepared G/L journal entries
- Prepared suspense account reconciliations and followed up outstanding entries
- Captured entries into Vision and Internet Banking
- Dealt with payment queries (Traced missing payments made via the internet, ATM's, FNB branches and resolve)
Administrator at First National Bank (2008-01 – 2009-12)
- Resolved customer queries received via the image system within 24 hours of the query being logged
- Traced missing payments made via the Internet, ATM's, FNB Branches and retail stores
- Handled of disputed purchases, refunds, merchant rejections and commission
- Statement requests
- Handled and sorted returned mail
- Updated cardholder details
- Closed and re-instated accounts
- Reconciliation and interest calculations of accounts
- Scanned documents relating to queries
