Yvette Reddy

Experience

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  Standard Bank

  Apr 2001 - Jun 2009

  Ensuring full familiarity and knowledge of the materials to be facilitated.Training material are aligned to learning outcomes to be achieved. Conducting pre and post learning assessment. Creating an understanding of dynamics of the group being trained, i.e. demographics and prior learning. Updating own knowledge and skill of learning models and Adult Basic Educational Training principles. Keeping abreast of developments within the learning arena and the business context to up skill on new interventions and to streamline existing learning interventions. Consulting with business to identify skills gaps. Project management. Event management to acknowledge the key individuals. Coaching facilitators to maintain quality and standard of training interventions. Assessing application of skill in business. Show less Make outbound calls to customers to proactively and reactively onboard, retain and improve service delivery to existing clients and resolve concerns. Increase the level of utilization of retail banking products and services of the customer contact centre by effectively cross selling core products. Meeting monthly targets. Analysing campaign data. Assessing potential credit risks on transactional accounts. Reducing the amount of dormant accounts by actively educating customers on the features and benefits of our products. Liasing with branch managers to assist in retaining our clients. As the department was fairly new and the business process not completely formulated, suggestions and ideas were required from me to product owners. Previous branch network experience has afforded me the opportunity to provide system training to my colleagues. Service recovery and protecting the Standard Bank brand. Show less Standard Bank – Rosebank branchApril 2001 – Dec 2004Reason for leaving: Expand business knowledge29 Tyrwhitt Avenue, RosebankCustomer service consultant/ Account support officerResolving customer concerns and identifying business needs. This involved effectively communicating with the customer and expediting the following administrative procedures: Account opening / maintenance and if need arose to close or transfer the account to another branch Ensure mandates and surety ships conformed to legal standards Credit assessment / credit checks / estate late / business development Identify cross selling opportunities Authorise investment transfers & withdrawals Processing and following up on all credit applications Issuing bank codes / action account audits Demographic report cleanups Maximising products by educating our customers. Actioning the referral list Motivating credit applications Liaising with the retail credit centre Approving accounts Show less

  • Team Leader - Facilitator

    Jan 2007 - Jun 2009

  • Sales and Retention Consultant

    Jan 2005 - Dec 2006

  • Customer Consultant

    Apr 2001 - Dec 2004
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  Standard Bank Group

  Aug 2014 - Sept 2015

  Curriculum Specialist

  Conduct appropriate training needs analysis in line with set project plans (deliverables, timelines and cost) to establish real learning need and translate this in business language. Translate the Need into a Learning Strategy and Design document, to be signed off by key Business Stakeholders. Design and develop training courses and training curricula in line with the business needs that is role based and aligned to the NQF, assessment standards and accreditation milestones as specified in the regulatory frameworks, i.e. Skills Development act, ETQA standards, etc. This includes the design and development of appropriate assessment tools and tools for the Line Management to aid in the transfer of learning taking place in the workplace. Facilitate training sessions from time to time and evaluate effectiveness of learning solutions/interventions .Integration of product, processes, systems, sales, service and compliance training requirements into role based training curricula. Report on progress to Work Team Manager, Branch as well as to key Business Stakeholders, the frequency to be determined by the appropriate Learning Councils. Develop and implement evaluation measure to determine impact and transfer of learning. Successful pilot and handover of training curricula and training courses to the Senior Manager, Training Delivery. Source and manage learning supplier deliverables within budget Show less

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  Standard Bank Group Chief Operating Office

  Sept 2015 - Sept 2023

  Learning Partner

  Responsible for building Salesforce and Backbase skill capability across employees within South Africa. Designing and developing a skilling plan to support employees obtain role-based Salesforce and Backbase certifications. Provide learning consulting services to Real Estate Shared Service, Credit Rehabilitation and Recoveries and Fraud Operations. Conduct and facilitate needs analysis sessions and make recommendations based on organisational needs and budget. Project manage the development of learning solutions. Build and maintain sound to vendor relationships. Market, monitor and manage the adoption of online learning. Implement learning interventions to cultivate a culture of self-directed learning. Create bespoke blended learning solutions by partnering with external providers and other L&D partners. Develop future focused cost-effective learning solutions by optimizing internal online learning programmes. January 2020 portfolio’s : Transactional Products, Card and Payment Operations, Home Services and Enablement. ACHIEVEMENTS: Contribution to the Group Salesforce certifications achieved at the end of 2021. Significant certification achievement with the implementation of a revamped training plan to inculcate a culture of self learning and personal development. Implemented a Linked In Learning Masterclass in 2017 to address potential barriers to online learning. This touched 1500 staff in 6 months which resulted in successful migration. Beyond Excellence Nomination received in 2018. Introduced the #LetsTalkLearning and #OwnYouLearning Masterclasses to cultivate a culture of self-directed learning. The initiative was introduced in CRR and within 1 month was rolled out across Group Shared Services and Real Estate. Designed and project a managed a bespoke learning journey for 26 Graduates in 2018. Role based learning paths I developed and successfully implemented across Retail in 2019 Show less

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  Standard Bank Group: Personal and Private Banking

  Sept 2023 - now

  Senior Learning Partner