Michelle Craddock

Experience

• 

  Standard Bank South Africa

  Aug 2005 - Jul 2009

  • Call Centre Team Leader

    Oct 2006 - Jul 2009

  • Service Recovery Consultant

    Aug 2005 - Sept 2006
• 

  Standard Bank South Africa

  Sept 2009 - Nov 2021

  Accountable for the analysis of business, team and individual performance, identification of gaps, design of corrective measures, and leadership coaching of line management to team leader levelTo provide the business unit with expertise to ensure sustained business results improvements (Operations metrics/ Results improvement)Manage and administer the Connect Index Survey Mechanism (annual climate survey) and provide the relevant survey reportingConduct process management skills gap analysis and identify training requirementsConduct cross regional Quality AssuranceEffective relationship with the Leadership Engagement provincial and national team and provide the information and analysis necessary to support benefit trackingAnalysis of trends in business performance and coach people towards practical improvements, using own knowledge of best practices / industry benchmarks Show less Ensuring that customer service standards are set and maintained in line with the requirements of each market segmentEnsures that customer complaints are monitored, trends and root causes identified and addressed at source to prevent recurrenceResponsible for inspiring, motivating, leading and managing the team Responsible for the recruitment, development and retention of relevant skills in order to meet the business needsEnsures the implementation of the leadership promise and employee engagement programmeEnsures proper record keeping in terms of Financial Advisory and Intermediary Services Act as well as the Financial Intelligence Centre Act requirementsDetermines and facilitates the implementation of OHS structures within the area of responsibilityIdentifies major risks affecting the support function and initiates the necessary steps are taken to measure, monitor and control these risksDeveloping micro market sales plans to achieve responsive sales budgets/targets for branchManage assets and cash holdings by ensuring that these are handled according to laid-down instructions and by optimising physical/system security controlsOptimises and streamlines existing systems, processes and controls for cost-effective service delivery Show less Facilitate Climate Creation Workshops, Connect Skills Workshops (OIM Methodology) as well as Leader as Coach WorkshopsCoach leaders according to the Connect MethodologyEffectively complete and capture GAP analysis for coaching sessions conductedProject management- deployment of the Connect Methodology with Standard BankStakeholder engagement- ensure that all stakeholders are informed regarding the progress of the project implemented Design and implement rapid improvement initiatives Show less Facilitate White Belt Six Sigma, Leadership skills, Card Product Knowledge, Communication Skills, Connect Skills WorkshopsCoach delegate on White Belt Six SigmaPreparing for all learning interventions by ensuring that content, learners and logistical needs are taken care of prior to the start of each learning interventionsFacilitating role based curriculaEnsure that transfer of learning takes placeEvaluate and assess learning interventions and learner competenceProvide feedback by way of the relevant feedback reportsEnsure delegates receive feedbackFacilitated Climate Creation Workshop ad hoc Show less

  • Manager Digital Enablement

    Sept 2018 - Nov 2021

  • Manager, Business Performance Consulting

    Aug 2014 - Nov 2021

  • Branch Manager

    Aug 2013 - Jul 2014

  • Facilitator and Coach

    Aug 2012 - Jul 2013

  • Trainer- Learning and Development

    Nov 2010 - Jul 2012

  • Facilitator and Coach

    Sept 2009 - Oct 2010
• 

  Standard Bank Group

  Nov 2021 - Jul 2023

  Engineering Non-Financial Risk Manager
• 

  Standard Bank South Africa

  Aug 2023 - now

  Senior Specialist Third Party Risk