Experience

• 

  Standard bank group

  Jun 2006 - May 2007

  Bank teller

  • Teller• Processing of deposit slips and cheques• Handling Bulk Cash Deposits

• 

  Standard bank group

  Jul 2007 - now

  >To maintain service and application stability, availability, and reliability through the facilitation of the various Service Management processes and associated activities.>Engaging with vendors with respective to service or technology provided>Contribute to service stability, availability, and reliability by providing level two technical support coupled with business or domain knowledge to ensure continued service of the relevant service provided by IT.>Participate in service design by providing insights and learnings from both a technical as well as a business knowledge perspective, influencing the information technology architecture roadmaps. >Define and maintain runbooks and associated Configuration Management system details. >Coordinate technical teams and drive the operational execution of the incident management process, determine the level of risk liaising with relevant technical teams, make recommendations and obtain permissions to make changes to processes or applications enabling the most effective response for the resolution of incidents raised.>Perform the assigned role during any major incident as defined by the major incident management framework, ensuring that all efforts related to major incident are communicated and that the technical teams and the business are aligned with respect to the incident at hand.>Facilitate investigations, conduct root cause analyses on identified incidents and drive remediation to ensure the problem is resolved.>Perform minor application configuration changes as and when required to ensure service stability, availability, and reliability.>Communicate and manage all relevant changes both internally within the function as well as externally to the relevant business area to ensure effective understanding as well as effective use of the service. Show less Responsibilities · Oversee and co-ordinate operational activities for Client Services Department.· Ensure that all internal and external clients receive consistent agreed high-quality service· Monitor and ensure effective operational management· Ensure Risk & Compliance requirements are met within Client Services· Support the management of financial performance· Lead Client Services operational teams· Contribute to the achievement of other Group business objectives, within the scope of my area of responsibility and authority. Show less Responsibilities · Oversee and co-ordinate operational activities for Client Services Department.· Ensure that all internal and external clients receive consistent agreed high-quality service· Monitor and ensure effective operational management· Ensure Risk & Compliance requirements are met within Client Services· Support the management of financial performance· Lead Client Services operational teams· Contribute to the achievement of other Group business objectives, within the scope of my area of responsibility and authority. Performance · Oversee and co-ordinate operational activities for Electronic Banking Solutions which consists of 6 direct reports.· Acquired control over the Frontline Support team in 2019. This team is a second level support to the Business Online Call centre. The team consists of 4 direct reports.· My performance has improved even though the team has increased in subordinates.· Acquired control over the Bureau Services team without increasing head count. The team was previously made up of 2 subordinates.· I acquired the skills required to be a hands-on leader and to provide the team with full support.· Maintain an average SLA of 98% across all teams.· Complete weekly and monthly reports which is shared at Manco.· Perform a dual role during peak periods to alleviate the pressure on the teams.· Completed a “Peer to Peer” survey on Qualtrics which has been published to the greater Operations team. Survey was completed to improve the rewards and recognition framework.· Perform DR tasks for PBB and Wholesale Corp clients. Show less • Liaison with Clients and Internal stakeholders• Permanent and temporary limits for Domestic banking• Permanent and temporary limits for International Banking• Permanent and temporary limits for TPFA• Converting of Batches to SSVS(Third Party Payments) • Converting Excel Spreadsheet Data to online payments•Converting of Electronic Funds Transfers(EFTs) batches to various online banking formats•Processing of Bulk Electronic Funds Transfers(BEFT) Batches• Processing of Host 2 Host Batches on behalf of clients. • Uploading of Converted files via Connect Direct• Uploading of Converted files via Domestic banking • Releasing of all batches• Lifting of fating• Creating/Modifying and releasing of creditors• Re-releasing of insufficient/partially processed funds batches• Assisting with any queries arising • Testing Of Clients files• Assisting with Files specs and system mapping. Show less

  • Functional Support Specialist

    Sept 2022 - now

  • Operations Manager

    Jul 2022 - Sept 2022

  • Team Leader - Operations, Client Services

    Jan 2018 - Jun 2022

  • Electronic Banking Solutions Consultant (Disaster Recovery)

    Feb 2011 - Dec 2017

  • Premier Service Desk Consultant

    Feb 2009 - Jan 2011

  • Consultant - Reports on Parties

    Jul 2007 - Jan 2009