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Work Background
FNB South AfricaPillar Lead: FNB Connect
Sep. 2021South AfricaHead of Growth and Sales for FNB Connect - responsible for sales and growth across Service Provider, MVNO and Device Products.
Telecommunications, technology, digital retail, and banking platform
FNB South AfricaGrowth Head - Retail Sales and Support
Apr. 2021 - Sep. 2021City of Johannesburg, Gauteng, South Africa
FNB South AfricaGrowth Head - Middle Market - FNB Secured Lending Cluster - Home Finance
Sep. 2018 - Mar. 2021Johannesburg Manage market positioning, market intelligence, new business, advances, reporting and structuring of more complex deals.
FNB South AfricaGrowth Segment Manager - FNB Mortgage Cluster and Housing Finance
Feb. 2018 - Aug. 2018Johannesburg Area, South Africa
FNB South Africa ( International Home Loans) Business Support Manager
Jul. 2017 - Jan. 2018RandburgProduct Growth and Development -Implementing new product launches and process in the African subsidiaries Marketing - Developing and implementing campaign strategies Product Training – Training on new and existing products Project management - Product roll-out and maintenance Developing product strategies aligned to business strategy to ensure business growth and sustainability Translating strategies into actionable goals and execute relevant projects / initiatives aligned to strategic objectives with specific performance measures and control systems to track progress Implementing and maintain sound business processes that minimise FNB risk and deliver quality requirements specifications. Findings that area as a result of internal or external audit and client management and risk. Operational Support – Providing day to day operational support to the African subsidiaries Managing designated product development projects from inception to final execution, including post implementation evaluation
Discovery LimitedTeam Leader Vitality Partner Operations
Oct. 2014 - Jun. 2017SandtonOperational Management Handling escalations from members related to partners and Vitality/Card benefits Dealing with internal business stakeholders for strategic planning around benefits and business processes
Conducting meetings to discuss BAU processes, new benefit launches and ongoing benefit and structure
Conducting meetings with partners to discuss operational issues and concerns, SL Agreements, Commercial Agreements and marketing strategies, training requirements, possible business and servicing constraints and requirements Planning for integration process with partner, addressing servicing and operational concerns.
Planning – mitigating and minimizing impact and risk related to system failure, restructuring of benefits and process.
Forecasting based on intended Go – Lives, putting processes into place to ensure that normal operational process continue with minimal disruption and downtime.
Planning Head-count
Staff Management Ensuring that staff has all necessary resources to complete daily tasks
Ensuring that system issues are minimal and intervene if issues affect teams daily tasks
Providing team with a strategic plan and clear objectives, including detailed plan on how we intend to meet objectives Providing Support and guidance to staff around business process and query resolutions Coaching and Mentoring Facilitating Marketing Process
Coordinating marketing plan roles out, with relevant stakeholders and external partners
Discovery HoldingsTeam Leader Coach Discovery Vitality/Card Call Centre
Jun. 2013 - Sep. 2014SandtonDealing with internal business stakeholders for strategic planning around benefits and business processes Conducting meetings to discuss BAU processes, new benefit launches and ongoing benefit and structure
Ensuring that staff has all necessary resources to complete daily tasks
Ensuring that system issues are minimal and intervene if issues affect teams daily tasks
Providing team with a strategic plan and clear objectives, including detailed plan on how we intend to meet objectives Establishing objectives and metric measures to measure and monitor team performance Monitor and review measures on a regular basis to ensure that measures are being achieved.
Coaching and mentoring Call Centre Agents in my team
Completing Call Assessments and resolving escalated calls and queries.
Keeping a record of the required competencies for each job role
Making sure your staff are aware of all available training
Knowing how my staff is learning and keeping a record of training and coaching
Making sure my staff understand the importance of their activities
Play an active role in the development of staff
Discovery LimitedVitality Service Specialist
Apr. 2013 - Jun. 2013SandtonHandling escalated Manager Calls from call center staff
Handling Manager Call back requesting
Processing escalation and resolving queries.
Discovery LimitedService Consultant
Apr. 2012 - Mar. 2013SandtonAdvising members on Discovery Vitality products and benefits
Assisting members with queries
Providing feedback on inquiries
Discovery HealthData Capture Chronic Applications
Sep. 2011 - Mar. 2012SandtonProcess Chronic Illness Benefit Applications for members
Processing scripts for doctor/pharmacy scripts.
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