curriculum vitae - sharon g naidoo june 2016

Curriculum Vitae of Sharon G Naidoo

Curriculum Vitae @ June2016

Personal Details

Name and Surname : Sharon Gloria Naidoo

Area of Residence : Boksburg South

ID Number : 6709140059080

Gender : Female

Contact Number : 062 465 1831

E-mail : [email protected]

Tertiary Education : William Hills High School 1985

Matric – Grade 12

Qualifications / Subjects passed

English

Afrikaans

Biology

History

Accountancy

Typing

Intec College : 2010

Organisational Behaviour (1st year)

PROSCI : 2007

Certification in the Prosci methodologies in Change Management

DAMELIN : 2006

Skills program in facilitation

2005

Diploma in Managing Customer Care

2004

Financial Advisory Intermediary Services

Additional Courses

Maurice Kerrigan 2004

1. Influential Business Communication

2. Making training pay off

3. Communication for performance

4. Problem Solving and Decision Making

2005

1. Frontline “Customer Facing “Staff

2. Non-Customer Facing Staff

3. Effective Speaking and Presentation Skills

4. Motivating for extra ordinary Customer Service

Career History (6 most recent positions)

Employer 5Sixteen

Position Held : Free Lance Facilitator & Assessor

Period : March 2007 – November 2012

February 2016 to date

Subjects able to Facilitate

Customer Service

Professional Receptionist and Personal Assistant

Office Administration

Business Management

Business Administration

Risk Management

Change Management

Project Management

Business Communication

Problem Solving and Decision Making

Conflict Management

Emotional Intelligence

Summary of duties and responsibilities

Train/ Facilitate learners on subject allocated

Preparation of Formative Assessments

Assessing of Formative Assessments

Preparation of group and individual assignment and assessments

Preparation of Summative Assessments

Assessing of Summative Assessments

Prepare learners for the Summative Assessments

Assist learners with Portfolio of Evidence

Prepare Learners information spreadsheet

Prepare Facilitator Report

Prepare Learner reports / feedback

Employer 1 BTO at Vogue

Position Held : Project Management Office Manager and Operational Manager

Period : November 2014 – 4 January 2016


Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.

Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions.

Play a significant role in long-term planning, including an initiative geared toward operational excellence.

Oversee overall financial management, planning, systems and controls. Management of agency budget in coordination with the Executive Director. Development of individual program budgets Oversee the Bid Office process Invoicing to funding sources, including calculation of completed units of service. Payroll management, including tabulation of accrued employee benefits. Disbursement of checks for agency expenses. Organization of fiscal documents. Regular meetings with Executive Director around fiscal planning. Supervise and coach office admin officer on a weekly basis. Arrange for all relevant stakeholders to meet to discuss Bids / Tenders Manage the timelines of the Bid / Tender Manage the collection of the documents and delivery of the Bid / Tender Supervise and coach bid administrator Project Management roles and responsibilities as per role below.

Financial Management

Direct annual budgeting and planning process for the organization's annual budget with ED Develop and manage annual budget Oversee monthly and quarterly assessments and forecasts of organization's financial

performance against budget, financial and operational goals. Oversee short and long-term financial and managerial reporting.

Managing day to day processing of accounts receivable and payable using QuickBooks, producing reports as requested.

Reconciling monthly activity, generating year-end reports, and fulfilling tax related requirements.

Assisting Executive Director and Board in creating annual organizational budget and monitoring cash flow.

Managing reimbursement requests.

Maintaining Intersection's archival and administrative files. Administering payroll and employee benefits and organizational insurance. Ensure that Accounting Department requests are resolved and communicated in a timely

manner to internal and external parties. Prepare annual audit and be a liaison with all outside vendor.

Organizational Effectiveness

Manage functions. Increase the effectiveness and efficiency of Support Services through improvements to each

function (HR, IT, Finance) as well as coordination and communication between functions. Drive initiatives in the management team and organizationally that contribute to long-term

operational excellence. Providing consulting services on matters related to fundraising, tax and insurance questions, and

business structure and growth.

Organizational Leadership

Contribute to short and long-term organizational planning and strategy as a member of the management team

Risk Management

Serve as primary liaison to legal counsel in addressing legal issues e.g. copyright, partnerships, licensing, non-disclosure not circumvention agreements etc.

Oversee organizational insurance policies.

Employer 2 BTO² Solutions

Position Held : Project Manager

Period : September 2013 – October 2014

Summary of duties and responsibilities Progress - deliverables are being completed within the base lined time scales Cost - deliverables are being completed within the base lined cost plan Quality - deliverables are being completed to defined expectations, first time Performance (Value) - progress is being earned for the expected cost Project profitability - net project cash flow is being achieved as the defined expectations Regulatory - all required statutory and regulatory conditions are being met Reporting - regular and timely reporting of project progress to the sponsors and team Risk - to proactively manage foreseen project risk, mitigating as necessary

Change - managing changes to the project without unduly affecting the stated objectives and benefits

Produce a progress report monthly Review the risk register monthly Weekly communication meetings with team members Review weekly progress reports of team members Tracking of customer invoices and orders Tracking of supplier invoices for payment Identify gaps and recommend solutions Take project ownership and ensure that deliverables are met Responding to inquiries from staff, administrators, service providers, site personnel and

outside vendors and etc. to resolve any issues and concerns

Ensure daily tasks are completed and monitored to ensure accurate and timely time tracking, project management and billing of customers

Ability to communicate in an understandable, polite and friendly manner, both written and verbal

Ability to work well with others, as well as independently Attention to detail Good organizational skills and ability to multi-task in a small business environment Must hold a valid driver’s license with no restrictions and possess reliable transportation Prepare documentation and keep project documentation updated

Teamwork

Is able to effectively lead the project team to deliver results. Participate as an active team member. Effectively utilizes each team member to his / her fullest potential. Be Motivated. Share lessons learnt with team members. Ability to communicate clearly with team members and management, both orally and in writing.

Client management

Manages day-to-day client interaction Meets client expectations. Develops lasting relationships with client personnel that foster client ties. Communicates effectively with clients and project team to identify needs. Continually seeks opportunities to increase customer satisfaction and deepen client relationships. Build a knowledge base of each client’s business, organization and objectives. Act in ways that demonstrate customer focus and satisfaction by building effective relationships

with customers and peers. Identify, meeting and exceeding customer expectations, and by treating customers with dignity

and respect. Have good oral and written communications. The ability to resolve conflict situations.

Solution delivery

Able to visualize, articulate, and provide insight into problem solving concepts, and make

decisions that make sense based on available information

Employer 3 Standard Bank of South Africa

Position Held : Lead Business Integrator (Managerial Level)

(Business / Project administrator)

Period : April 2012 – August 2013


To provide support to the Business Lead Director, Core Banking by ensuring that

strategic initiatives (releases) and the associated projects which form part of the

business transformation journey meet their objectives

To ensure delivery of the business benefits articulated in each project within the

associated release tranche for business operations

To provide an in depth analytic and diagnostic service across the various architectures

and associated roadmaps through the co-ordination of data, inferences and objectives

as well as an impact analysis to the Business Lead Director, enabling him to articulate

and effectively lead the overall business change requirements, solution design, effective

execution, monitoring and measurement of business benefits

Content, relationship and change management

Supports the Business Lead Director to ensure that the strategic initiatives deliver the

expected benefits

Assists with the identification, specification and development of business requirements

input and participates in the successful delivery of identified capabilities through

established project charters for each project governed by the tranche releases

Through strict application of DMAIC concepts ensures that the interpretations are

realistic and correct.

Through effective application of Pitstop Connect lead multifunctional consultation and

engagements with the appropriate representation from business and programme.

Properly documents the engagements through application of the prescribed accredited

methods.

Assists with the establishment of a proper implementation plan, business readiness as

well as people change communication strategy and readiness assessment.

Assists with resolutions of problems affecting effective delivery of objectives.

Highlights, interprets and maintains a risk log per project.

Assists with conducting a pre and post implementation review.

Defines best practices for future adoption and highlights gaps to address.

Ensures consistent application and rigour of methods and standards as agreed to and

the maintenance thereof through the active use of the dedicated SharePoint that has

been established.

Actively uses the principles of the management system and associated artefacts to drive

the programme and organisation objectives in terms of content, relationship and

change management underpinned by effective and co-herent plans, resource

requirements, planned activities, measurement and timescales.

Stakeholder management

Provides thought leadership, solutioning and guidance across stakeholder engagement

but particularly within the context of business engagement.

Anticipates potential deviations from the business and programme objectives and/or

plan due to resource constraints, conflicting interests between individual projects,

capacity constraints, business requirement and solution, business logic, business

readiness and anticipated business benefits.

Maintains relationships with all stakeholders.

Manages and monitors day to day interfaces with internal and external business

partners.

Analyses and reports on business objectives within the scope of the programme.

Arrange workshop with stakeholders and assist BAs during the As-Is and To-Be process,

assisting that the correct questions are asked

Actively participates and assists the Business Lead Director with various stakeholder

consultations and engagements both within the programme structure (architectures,

process owners, other business leads) as well as with the business. These engagements

should broadly cover content aimed at business requirements and solutioning, business

relationship management as well as business and people change management. While

focused primarily on business operations it is essential that a thorough understanding at

a process level for the change being affected. This would require an understanding of

the value chain and the associated business units affected by it.

Mobilises business resources from a process validation perspective, business

requirements, business benefits ratification and extraction plan

Develops and maintains an integrated business lead system to ensure

traceability and proper methods and standards are applied in establishing and

executing business requirements through content, relationship and change

management as well as an effective tracking of progress against the delivery of

the associates’ milestones in a systematic and standardised way.

Customer / Market

Quality of business partner engagement (stakeholder management)

Understanding of business strategy and key focus areas and alignment /

misalignment to the programme objectives.

Effective planning and alignment of business strategy and strategic initiatives to

enable successful implementation and execution of business objectives and

benefits realisation.

Effectively utilises the artefacts in the management system.

Timeous reporting with qualitative summations.

Produce and maintain integrated roadmap and plan for Business Operations

highlighting a synergistic core banking transformation programme and business

optimisation projects.

Manage escalations and exceptions according to agreed procedures.

Entrench the connect methodology to engage and get things done.

Solution delivery

Provides customer based outcomes.

Quality assures business solutions.

Risk Management - Service and risk monitoring – Manages and monitors interfaces with

business stakeholders.

Planning and Alignment – Contribution to effective alignment of the broader

programme strategic objectives with the business unit objectives.

Employer Standard Bank of South Africa

Position Held : Provincial Change Manager

Period : 1 September 2009 – March 2012


Assist executive decisions to successfully integrate, implement and sustain

changes

Support and guide staff and management with effective change management,

communication coaching and support principles

Create and enable reinforcement mechanisms and celebrations of success

Implement approved communication initiatives that minimise employee

uncertainty associated with change

Ensure that Change Governance Process is followed by guiding stakeholders

through the correct process

Provide proactive feedback

Identify resistance and performance gaps and work to develop and implement

corrective actions

Conduct change management workshops so that deliverables are met

Employer Standard Bank Operational Risk

Position Held : Provincial Operational Risk Officer

Period : March 2007 to August 2009


Present onsite training and guidance to the branches regarding risk management

As well as assessing the risk areas at the various branches

Administer this risk endeavouring to minimise any undue risk the bank many be exposed too

Provide recommendations to the Provincial Operational Risk Manager

Analyse monthly and quarterly reports on routine monitoring / coaching functions

Develop and maintain a culture of risk awareness in the branches

Ensuring that branches are kept up to date with the latest trends in Fraud Prevention

Analyse fraudulent trends and provide training and support to the branches

Ensuring that all Operational Health and Safety regulations are adhered too

Provide 1st hand coaching and guidance to the branch network supporting

them in all areas of operational risk

Employer Standard Bank Provincial Customer Care Centre

Position Held : Team Leader Service Recovery

Period : 2003 – August 2006

Reason for leaving : Branch Relocation


Customer service and people management

With an emphasis on time management, efficiency and accuracy to query resolution

Ensuring that customer confidentially is upheld at all times

Establish that procedures are carried out correctly, the first time with minimal comebacks

concentrating on the root cause in order to assert positive compliance

Poor performance management

All routine controls are done and adhered to, thus ensuring a positive compliance report

Revenue recoveries

Control of credits outstanding book

Administration and control of service level agreements targets with an effort to exceed these

levels

Effective control of the Service Level Agreement internal query tracing system (Gijima)

Risk and security management

Routine updates and control of these areas

Departmental planning i.e. (leave, training etc) ensuring minimal disruption to customer service

and the quality of the service delivered

Coaching of team leaders and sub –ordinates

Performance appraisals and goal setting for team leaders and junior staff

Motivate team members to deliver the highest level of customer service

Assisting the team with change and the resolution of difficult situations affecting them

Blue stars nomination and administration of these awards

Effective and professional management of the support department

Implementing and communicating of changes / enhancements affecting the support

department

Ensure that support staff are aware of all emergency procedures

Part time Employer Damelin

Position Held : Facilitator

Period : March 2007 to November 2012


Lecturing students on subject allocated

Preparation and marking of tests

Preparation of group and individual assignment and assessments

Preparation of final examination and marking of the examination papers

Revision of subject material to prepare students for the final examination

Ensure understanding of the subject material by the students

Past Positions

Company : Standard Bank – Provincial Customer Care Centre

Position held : Team Leader Customer Care

Period : 2001 - 2002

Reason for leaving : Job Promotion

Company : Standard Bank – Bruma Lake Branch

Position held : Branch Liaison officer, ATM custodian, Admin officer, Back office Support

officer

Period : May1995 - 2000

Reason for leaving : Job Promotion

Company : Standard Bank – Operational Processing Centre - Boksburg

Position held : Online clerk, Ledgers Clerk, Liaison Officer

Period : March 1988 – April 1995

Reason for leaving : Job promotion

Company : Standard Bank – MasterCard Division

Position held : Data Capturer

Period : 1987 – February 1988

Reason for leaving : Moved closer to home

PERSONAL STRENGTHS

Analytical

Honest

Reliable

Meticulous

Ability to take ownership and accountability for allotted responsibilities

Loyal – prioritising the companies best interest

Ability to manage situations objectively

Strong people skills

Enquiring

Good communication skill

3 Words to best describe how I work

1. Ethical 2. Dedicated 3. Accountable

My management style can be described as Hands on

Encouraging personal as well as company related goals. Communicate feedback to both management

and staff on successes as well as failures in order to increase objectives and sustain growth. To be

realistic and unbiased at all times.

Employment References

Contact Person : Riaz Osman

Position : Former Managing Director at Accenture

Contact details : 082 902 9044

E-mail Address : [email protected]

Contact Person : Russell Florence

Company : Collective Value Creation

Position : Business Development Manager



Contact Person : Elizabeth Simpson

Company : A5 Competence Evolution (Pty) Ltd

Position : Director

Contact details : 073 630 882 6


Contact Person : Jolene Cole

Company : Academy Training Group

Position : Academic Manager


mailto:[email protected]




Contact Person : Chiara Walsh

Company : BTO Solutions



Contact Person : Shanaaz Mia

Company : Standard Bank

Position : Business Risk Manager

Contact details : 071 351 7011 / 072 814 9201


curriculum vitae - sharon g naidoo june 2016

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