Carlyn Wing

Experience

• 

  Williams Hunt Fourways

  Nov 2008 - Apr 2009

  Administrator

  -Responsible for Filling and house keeping of all Job Cards -Scaning and Faxing of documents

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  Standard Bank Group

  May 2010 - Sept 2016

  Core Activities• Undertake pilot studies to determine the scope of projects and provide feedback to the Work Study team leader to assist in planning• Determine the full requirements of the Work Study projects to be undertaken and address accordingly• Apply correct work measurement techniques and methodologies to accurately develop new and maintain existing standard times and allowances• Proactively analyse business operations, processes and/or information systems to identify efficiencies that could be enhanced and make appropriate recommendations for continuous improvement• Perform workload and potential capacity assessments to test the accuracy and validity of standard times and allowances• Assist with maintenance of the Work-Study database by ensuring that all standard times and allowances are captured in the system and ready to be released into ARIS/Branch Scheduling Tool/GMT.• Constantly provide project feedback by means of presentations and reports to Work Study team Leader and stakeholders during and after studies • Action queries received from branches, provincial offices and other business units, and ensure that these are resolved promptly, keeping the team leader advised of progress• Maintain collaborative and cohesive working relationships with identified stakeholders • Project management• As a Work Study Analyst, planning is required in terms of project strategies• Provide input for development of a Work Study project plan for the year • Report any planned training, meetings and other important schedules to Work Study Team Leader so that they are diarised and incorporated into the Work Study project plan. Show less Manage escalations, follow up on them and provide feedback.Operational effectiveness• Manages performance initiatives, internal projects, and call forecasting• Formalizes procedures for agents.• Approves agent time sheets• Supports and implements management improvement initiatives.• Review ongoing contact centre training material.• Tracks, reports and discuss KPI’s with agents.• Generates sales/revenues and recoveries through proactive management of staff, processes and systems by matching customers’ needs to product options• Manage costs through applying specialist contact centre management techniques to achieve optimal productivity of staff, processes and supporting systems.• Ensures SLA’s are managed and without risk of not meeting targets.• Analyses abandonment rate, percentage hold time, Average Call Work (ACW), real time adherence to schedule/time keeping rate, average handle time. Analyze daily performance of agents.• Manage absenteeism and address concerns ensuring effective improvement and ensuring target set are not exceeded. • Support and develop staff through continuous coaching, mentoring and on the job training.• Implements corrective action to address shortcomings and monitors effectiveness.• Monitors agent performance against quality and productivity standards.• Checks call quality, and adherence to the quality assurance metrics.• Review CEI feedback and implement improvement initiatives driving improved service and meeting target of 9.• Staff motivation on a consistent basis.• Adhere to coaching schedule, connect sessions, meetings and work schedule. Meet all deadlines as per the stipulated time frames. • Ensuring staff files are updated in line with HR requirements at all times. Show less Key Responsibilities: • Ensure all verification requests are actioned within turnaround times• Perform income, employment and identity verification• Analyze balance sheets with regards to customers affordability• Contact clients with regards to outstanding information, to ensure accounts are approved.• Identify discrepancies on application documents as well as pay slips and id documents • Accurately perform credit and fraud checks • Perform KYC verification • Ensure all application data is accurately verified and perform full audit on the application• Verify captured application against the physical documents• Ensure compliance with all credit, fraud and compliance processes policies and procedures• Confirm clients employment and income • Arrange property assessments, amend and request the property assessments• Allocate evaluations to assessors• Ensure target is maintained on a daily basis and hourly basis by pre-planning activities• Timorously identify risks and opportunities • Maintain confidentiality and integrity of the client Show less

  • Manager Workforce Optimisation, Rest of Africa

    Sept 2015 - Sept 2016

  • Work Study Analyst, Rest of Africa

    Oct 2014 - Aug 2015

  • Team Leader Home loans Service

    Jun 2013 - Oct 2014

  • Home Loans Verification Consultant

    May 2010 - May 2013
• 

  Standard Bank South Africa

  Jan 2016 - Jan 2019

  Manager Cash COE Africa Regions at Standard Bank South Africa

  • To Facilitate the design and development of Cash Management methodologies in support of countries within the PBB Rest of Africa Regions• To manage daily Cash Management activities across PBB Africa regions in respect of exception management, forecasting, inventory management, best practices, migration, network design, recycling, capacity planning and industry engagements• Support PBB and Operations projects and new product launches by ensuring operational service level agreements and performance targets relative to these functions are met to reduce the risks of increased costs, penalty costs and possible losses• Reviews the activity and trends of daily dashboards generated for countries from the ESP Cash Management tool to ensure and provide support in optimally managing Cash supply within Cash Centers, Branches and ATM’s• Tool Maintenance: identify gaps in current tool methodology, raise risks and inconsistencies regarding processes by highlighting critical information• Identify, investigate and report on all trends and anomalies appearing on tool output to ensure remedial action will be taken and advise on best practices or recommendations to optimize process• Monitor and intervene with escalations relating to system by ensuring timeous and appropriate action is taken in addressing these• Ensures all design and developmental requirements are conducted in terms of PBB Africa Regions standards• Provides input to Business Requirements documents for each project initiative and ensures proper review, governance and sign-off has been obtained for each iteration Show less

• 

  Standard Bank

  Jan 2019 - May 2020

  Business Readiness Lead, Africa Regions, Client Journeys

  • Responsible for the overall direction, coordination, implementation, execution, control and completion of specific solutions relevant to Customer Journeys • Collaboration and coordination with various stakeholders such as Learning and Development, Human Capital, Information Technology, country teams and all other enabler teams to ensure that all critical activities are completed within required timelines • Post assessments of delivered solutions to track and quantify benefits of implementing solution • Business incremental planning Show less

• 

  Standard Bank South Africa

  May 2020 - Dec 2020

  Programme Manager Client Experience, Corporate and Investment Banking

  Obsessed with delivering exceptional Client service by collaborating towards delivering secure, stable and client centric capability on Digital Platforms.To conduct detailed analysis of client data and insights to provide input into the Client Experience framework across the Transaction Products and Services (TPS) South Africa (SA) business value chain to support the Client Experience modernisation agenda. Support TPS to programme manage and monitor consolidated plans and metrics to implement client enablement tools and frameworks to enhance the client experience. Show less

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  Standard Bank Group

  Dec 2020 - now

  • Digital Platform Manager Personal and Private Banking Group

    Jan 2023 - now

  • Owner, Solution Agribusiness , Pan Africa, Business and Commercial Enablement

    Dec 2020 - Jan 2023