CV Profile No.41431

Experience in the following industries :

• Banking, insurance, finance
• Call centers, hotlines
• Government services
• Research and development
• Secretarial work

Professional experience

• Team Lead: KYC Operations
• Refinitiv (Previously Thomson Reuters)
• Since 01.2018
• • Partnering with Banks operations and compliance teams to carry out KYC and AML policies, ensuring consistent application • Embed a client focused and commercially sound operating model • Managing a team responsible for the client onboarding and KYC reviews of existing clients, encourage excellent performance • Capacity planning daily and adopts project management principles Great influence on customer satisfaction, the role is the point of contact for escalated and more complex issues • Keeping a clear and active focus on inquiry resolution and ensuring action is taken to resolve queries • Ensure all Service Level Agreements are withheld, through monitoring the dashboards and active engagement with team, driving accuracy (97,5% quality rate) • Training and coaching of team members, ensuring they are updated and upskilled on policies and procedures • Engaging with colleagues from other teams locally & globally, e.g. the Service Delivery Analysts who are responsible for client outreach / Process Improvement team for idea innovation • To control (in conjunction with colleagues) the quality and potential risks to the Operations business process against the Policy (and agreed Procedures), from inception to conclusion, while recognizing the need for continuous improvement and iterative processing. • Identifies, records and reports on poor quality records, failures and process inefficiencies • Distributes feedback reports to relevant stakeholders

• Client Liaison Advisor
• Thomson Reuters
• 06.2016 - 12.2017
• • Adhering to collaborated policies & ensuring remain updated with changes • Establish and manage specific client relationships with Banks and clients • Ensure SLAs and targets are being met with specific focus on priority clients as agreed with the Banks or internally • Resolves outstanding issues quickly and provides or recommends fit for purpose solutions that meet client needs • Respond to and resolves users’ inquiries relating to technical issues with the KYC service workflow platform, KYC records and user interfaces (with Financial Institutions, their Clients and the TR Operations Teams) • Liaises with Analysts and Quality Control teams to understand or escalate client-related issues for resolution • Gathers outstanding KYC / FICA documentation and any essential updates. • Anticipate and escalate possible issues to the correct business manager to drive forward conflict resolution • Passionate informing and educating end clients on the reason behind KYC / FICA requests & tasks set to end clients • Comply with the Customer Complaints process per procedures • Understands personal and team objectives then develops own skills set and knowledge accordingly • Assist the team with more difficult and complex client interactions

• Absa Capital Coverage Support Manager
• Absa Capital
• 07.2012 - 12.2015
• • Drive income and sales targets by cross selling, upselling and acquiring new clients • Ensure dedicated relationships are maintained and grown • Create and maintain an annual client interaction management plan • Ensure the long term sustainability of the portfolio by establishing relationships • Make use of the client planning and solutioning tools for the top 30% of the portfolio • Achieve new business and up-selling sales targets • Achieve customer satisfaction targets • Develop an understanding of regional market trends and business lifecycle challenges • Track and monitor the financial performance of the portfolio • Position Enterprise Banking in a dynamic and highly competitive market place • Drive acquisition initiatives through pro-active re-engagement processes • Conduct regular client visits • Educate the customers on the new operating model and value proposition • Maintain ownership for servicing the client on operational matters • Take ownership of client complaints • Communicate and implement actions to improve service following client feedback • Stay abreast of new industry developments and clients' market position • Understand and apply the relevant governance and compliance procedures • Maintain customer records and accurate completion of applications and paperwork • Manage the compliance on the portfolio • Manage dormant accounts

• Regulatory Validations; Compliance; Managers
• Absa Bank Ltd
• 06.2000 - 06.2012
• • Performance manage teams • Submitting & compiling weekly statistics & reports to Head Office • Daily huddles with teams to ensure teams on target with productivity and targets • Training new management team for handover • Specialist consultative support for sales to support their portfolios of client relationships with regard to Know Your client (KYC), FICA, Anti-Money Laundering & Sanctions (KAMLS) requirements & procedures • Co-ordinating & ensuring compliance for audits in terms of Regulatory, Business & Legal Audits • Perform quality checks for validation of files prepared by sales & validation of files prepared by validations * Utilization of mandate to authorize loading of limits / pay-outs • Streamlining workflows & creating consistency for Regulatory team • Managing day to day workflow & statitics of team • Ensure new deals are 100% FICA compliant before pay-out or opening • Relationship building & networking & handling of internal client’s complaints & providing solutions • Identify training needs & escalate to management where applicable in order to upskill • Coaching & training of regulatory & sales team • Competency Based Interviewing • Make regulatory risk decisions • Remain up to date with all regulatory & compliance related information & training • Active capacity management by weekly planning & daily loading of teams work log & ensuring the management of team time spent on core tasks vs. diverted tasks

• Securities Team Lead
• Absa Bank Ltd
• 11.1998 - 05.2000
• • Controller of 4 clerks • Ensuring smooth daily workflow processes • Distribution of tasks & checking all documentation • Ensuring internal & external clients are satisfied • Preparing security documentation • Capturing & dispatching security documentation • Following up & actioning faulty & outstanding items • Release & realize securities • Instruct attorneys’ w.r.t. registration & cancellation of covering bonds

• Administration of Mortgage loans, Personal loans & New Business Applications
• Absa Bank (Trustbank),
• 02.1998 - 10.1998
• • Monitoring & controlling of all new applications • Handling of all queries • Preparing of new applications • Maintenance of existing accounts • Liaison with internal role players • Liaison with attorneys • Paying out of funds • Tax certificates & audit reports • Guarantees

• Credit Administration
• Absa Bank (Trustbank),
• 11.1997 - 01.1998
• • Opening and maintenance of accounts • Bank reports & codes • Attending to reviewable & indexes of accounts

• General Administration Clerk
• Absa Bank (Trustbank),
• 11.1996 - 10.1997
• • Marketing • Opening, closing and maintenance of accounts • Handling general queries of accounts • Relieve enquiries counter & client liaisons

• Candidate Bank Technician:
• Absa Bank
• 06.1996 - 10.1996
• All round training in the banking environment • Orientation to the banking environment; proving competency in all areas of banking through on the job training