1. CURRICULUM VITAE
JENNIFER MAY
PERSONAL DETAILS
Date of Birth 12 May 1968
Identity number 680512 0128 083
Nationality South African
Marital Status Married
Language English/Afrikaans
Health Excellent
Driver's License Code 08
Residential Address 5 Mulberry Street
Bracken downs
Alberton
1448
Contact Numbers 011 2940397(w)
011 900 1885(H)
082 562 1021(cell)
PROFILE
Personal Style and Values Commitment and Honest
Self Confidence
Self Starter
Reliable
Well Presented
Dedicated
Willing
Interest Reading, Sport, Outgoing,
Music, Fun Projects
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2. EDUCATIONAL HISTORY
Schools Attended Dr Blok High School
STD 8
Bloemfontein College
STD 10
Subjects Completed in STD 10 Afrikaans
English
Business Economics
Typing
Computer Practice (N3)
Office Practice (N3)
Courses Completed About Instalment Finance
HP12C Elementary
New Business Documentation
Wordstar Computer Course
Instalment Credit
ABF Legal Documentation
Asset Based Finance
CIS
Sprint Selling Skills
Enact
CAMS
DAMELIN & WITS FAIS Qualification & RE1 Certificate
COMPLETED 2004 & 2012
MAURICE LANCASTER
& ASSOSIATES Certificate In Coaching / Accredited Coach
COMPLETED 2008
GORDON INSTITUTE LEADERSHIP DEVELOPMENT
PROGRAMME
OF BUSINESS SCIENCE COMPLETED 2005 - Certificate
RANDBURG DAMELIN COLLEGE B-COM DEGREE - MBM
(MARKETING AND BUSINESS
MANAGEMENT DEGREE) – OBTAINED
FEB 2013
LABOURNET MANAGEMENT CERTIFICATE IN PERFORMANCE &
ULTIMATE HR SOLUTION DISCIPLINARY MANAGEMENT
COMPLETED
2012
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3. EMPLOYMENT HISTORY
Employer Standard Bank / Stannic
Period Employed 1986 – 1995 / 1995 - 1999
Position Bank Clerk/Internal / External Marketer
Department Different Departments / Finance Department
Duties Consumer and Corporate Financing,
Sales, Admin, Securities, VAF Operations,
New Business, Credit Assessment,
Validations,
Optimising book growth, Maximising Non
Interest income, Building effective
relationships with Dealers, Efficient/Effective
control of Risk Management
Reason for termination of service Stannic Relocated Offices
EMPLOYER NEDBANK
PERIOD EMPLOYED July 1999
POSITION HELD Instalment Credit Specialist/Personal/Private
Banker (Relationship Manager)
(Bloemfontein Mimosa Mall)
DEPARTMENT NEDBANK PERSONAL BANKING
(Johannesburg East Super Suite)
EMPLOYER NEDBANK LTD
26TH
FEBRUARY 2004
POSITION HELD RELATIONSHIP MANAGER
DUTIES WELCOMING CUSTOMERS IN A
DISTINCTIVE MANNER TO RETAIL &
PERSONAL BANKING
EXPLORING CUSTOMER NEEDS
TO PRO-ACTIVELY INITIATE SALES AND
SERVICE TACTICS, TRACK AND
FOLLOW-UP ON DELIVERY AGAINST
CUSTOMER REQUIREMENTS AND
EXPECTATIONS
TO BUILD TRUST AND MAINTAIN
RELATIONSHIPS WITH CUSTOMERS
TO ENSURE THAT THEIR CURRENT AND
FUTURE NEEDS ARE EFFECTIVELY MET,
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4. THUS RETAINING OUR RESPECTIVE
CUSTOMER BASES
RESPONSIBLE FOR A PORTOLIO OF
PLUS/MINUS 561 CLIENTS
SALES AND MARKETING
RISK MANAGEMENT
CUSTOMER SATISFACTION
FINANCIAL MANAGEMENT
TO SELL AND CROSS SELL
TO HAVE A COMPREHENSIVE
KNOWLEDGE OF THE BANKS PRODUCTS,
OFFERINGS AND VALUE PROPOSITIONS
PRODUCTS TO YOUR CLIENT BASE
TO FINALISE ALL DOCUMENTATION AND
SUPPORTING INFORMATION AT THE POINT OF
SALE AND TO ENSURE FOLLOW-UP FOR
FURTHER PROCESSING
GROWTH OF BALANCE SHEET
EMPLOYMENT HISTORY
CURRENT Nedbank Retail / Small Business Banking
EMPLOYER (Nedbank LTD)
02nd
February 2006 to 4th
of Oct 2013
POSITION’S HELD 1. Branch Manager - Nedbank Market
Street (02/02/2006 to 30/07/2006)
2. Lead Branch Manager - Nedbank
Campus Square (31/07/2006 to
31/12/2006)
3. Branch Manager - Nedbank Campus
Square (03/10/2008 to date)
PURPOSE OF MY ROLE To demonstrate a great understanding of
client needs, which will enable delivery of
superior value to all stakeholders.
Accountable for Quality, Client Revenue
Management and the creation of a
community
of leaders in a transformed environment
Outputs Financial
Effective Cost Management measured by
Income Statement performance
Growth of Balance Sheet
Sales Effectiveness measured by CMS
System
Banc assurance measured by Income
Statement
NIR Growth measured by Income Statement
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5. Client Service
Service Effectiveness measured through CEM and
BSM
Client Retention measured by retention Report
Internal Process
Risk, Compliance and safety measured
through Conformance, Audit and Compliance
Reports
Client Touch Management through effective
Management of Client and Business Service
Reviews
Communications Management
Capacity Management
Learning and Growth
Talent Management measured by effective
Succession Plan
Winning Teams Participation
Employment Equity measured by
Achievement of Business Unity Equity Plan
Multi-skilling of staff measured by number of
staff cross-skilled and multi-skilled.
Job Dimensions Cost Budget / Sales Target / FTE Employed
Human Dynamics Client Orientation
Verbal Communication
Technical / Functional Knowledge of Banking Systems and ability
to source relevant information
Leverage all systems and technology in the
Region
Computer literacy
Client Service Acumen
Product knowledge
Banking Code of Conduct
Policies, Procedures and Compliance i.e.
FICA, FAIS, VUSELELA PROCESSES
Process and workflow knowledge,
particularly
Audit
Behavioral Client focus and service
Competencies Problem Analysis and Judgment
Cost awareness
Delivery against customer requirements
Effective Communication
Energy and Enthusiasm
Excellence orientation
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6. Teamwork
Personal development
Risk Taking
Action Orientation and Decisiveness
Adapting and Responding to Change
Achieving Personal and Work Goals
(Personal Motivation)
Self-confidence
Applied Different Learnings
Communication
Work Standards
Building Customer Loyalty
Time Management (Managing workflows)
Initiating Action & Execution
Technical / Professional Knowledge
Banking knowledge
Banking procedures
Business Acumen
Industry trends
Microsoft Office / Nedcor Online Programs / Sap
Relevant regulatory knowledge
Relevant software and systems knowledge
Risk management process and frameworks
Business writing and communication skills
Different Cluster Specific Operational Knowledge
Focus on the strategic developments and implementations that impact the savings and
investment deposit product portfolio, whilst driving the tactical components and attending
to the operational requirements.
Job Purpose:
To Mitigate risks and optimize operational effectiveness through conformance; compliance and
internal processes. Implement and deliver new initiatives and projects, and provide support to
ensure systems' capability. Identify staff development areas and action through line managers.
Extremely key to drive own learning and development. On the job coaching activities to achieve
sales and service objectives. Manage time and deadlines through planning and prioritising
appropriately. To ensure flexibility plays a role and to keep an open mind to criticism and
feedback.
Key Performance Areas:
Service
Effectiveness
Assist branch with client complaints relating to risk and process; handle and resolve
directly received client complaints. Escalate unresolved complaints; Communicate
strategy, vision through Dagwood / strategic statement, influence service through
consistently driving service promise and service standards, improve service
effectiveness through observation & coaching, ensure implementation of on boarding
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7. touch points 1-6, enforce the use of CCT (client compliments & complaint tracker);
monitor corporate image through merchandising & housekeeping standards and
escalate non-adherence.
Internal
Processes
Ensure Branch complies and conforms to: BROTA, conformance, compliance,
regulatory, people and sales requirements. Be part of new processes the business
wishes to roll out. Investigating losses and non-compliance. Investigating all security
aspects and escalate non-compliance issues. Monitor cash management and make
recommendations.
Project
Management
Make recommendations in terms of roll outs of certain projects relating to the branch
network and make suggestions to consider/implement new initiatives for products
and services.
Audits
Audit process and risk in branches through conducting BROTA's. BROTA findings
reported to AM's, follow up on resolution of BROTA's. Conduct follow ups post GIA
audits
People
Development
Provide on-the-job and formal training on issues identified in BROTA's. Deliver
training/presentations to regional and branch staff re: FAIS, FICA and conformance
issues. Coach branch staff on quarterly marketing plans and coordinate through
campaign creator; one-on-one coaching for improved sales & service performance /
effectiveness; coach on key service differentiators (client service reviews, profiling,
touch points, queue management, getting back to clients); be an agent of change
management; implement / facilitate training according to skills gaps identified;. Aid in
revenue growth & increased sales, through tactical and coaching activity; coach
Staff on client service reviews.
Learning &
Growth
Complete BSM curriculum; personal development plan; performance contract;
complete appropriate online assessments
FINANCIAL
Assisting branch in achieving sales numbers by e.g. Complicated
applications and seek for opportunities to source new business.
Cost management and Minimise Regulatory Fines:
Manage and monitor all Compliance related matters. Build and maintain healthy relationships
with all stakeholders. Effective identification of Compliance risks areas to enable reduction of
risks or potential risks. Ensure accurate, timeous and complete Risk Event or loss reporting and
resolution. Ensure management take prompt action to rectify or to ensure rectification of risk
incidents/losses.
Operational Leadership / Development:
Create a clear platform to ensure effective awareness and knowledge on Compliance. Identify
and discuss development gaps with individuals consistently. Conduct performance management
meetings with appropriate action implemented and reward/reinforce accordingly. Act as custodian
of Compliance (knowledge and expertise) for the Branch and to advise Senior Management.
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8. Identify and address all compliance related HR issues. Live and support company values and
deep green aspirations. Lead and manage all people issues promptly and in a professional
manner in line with company values. Manage all HR compliance issues, promptly and
professionally. Succession and Development Plans in place and implemented. Compliance with
Employment Equity Targets. Healthy Staff Morale maintained. Develop Competent and
Motivated staff. PDP (Personal Development Plans) in place and agreed plus training and
development gaps addressed
Process Development and Maintenance:
Obtain commitment from subordinates to resolve issues of noncompliance within the appropriate
time frame. Report non-compliance to Senior Management and facilitate resolution thereof.
Update and keep of register of non-compliance issues until resolved. All regulatory requirements
incorporated into procedural/training manuals. Compliance with laws, regulations and supervisory
requirements at all times. All Regulatory requirements analysed in terms of law and charges i.e.
FICA, FAIS, Banks Act, SSE, NCA, Compliance, VAT.
Obtain relevant feedback via Compliance reports monitored - i.e. Daily, Weekly, and Monthly.
Conduct independence compliance monitoring. Develop networks and relationships with all key
stakeholders i.e. Senior and Regional Managers; Group Compliance and Internal Audit. Monitor
the effectiveness and adherence to Code of conduct / value journey / quality philosophy / Ethics /
complaints process. All identified compliance issues monitored and reported. All Cluster
Compliance requirements adhered to and must be achieved internal. Provide Assurance;
Relationship; Positive feedback received on all reports. Obtain 360° Customer and Peer
feedback. All accountable deadlines to be adhered.
Ability
• Perform people management functions
• Enhance the Market Value Proposition
• Grow the investment market share
• Ensure compliance to policies, legislation and regulations and that staff
compliance training and attestations are in place
• Develop business plan and drive the implementation thereof
• Achieve financial targets for volume and income growth across all segments
• Manage the execution of sales campaigns
• Deliver presentations to management regarding results and operations
Experience
• Customer Service
• Networking
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9. • Presenting
• Sales, Marketing, Operations, Finances and Compliance
• Negotiating
Knowledge
• Legislation
• FICA requirements
• Risk Management and Mitigation
• Sales
• Operations
• Marketing
To ensure that overall Business Unit (BU) activities are effectively aligned to deliver
expected financial targets. Be instrumental in growing the investment base and market
share of business. To focus on effective balanced performance outcome of the BU in terms
of Financial, Customer, Internal processes and People Management.
KEY RESPONSIBILITIES
• Perform people management functions, including but not limited to:
o Workforce and recruitment demand planning
o Recruitment
o Talent management and succession planning
o Mentoring and coaching
o Management of discipline and grievances
o Performance development
o Reward and recognition management
o Training and development
• Review and update the departments organisation structure and role profiles
regularly
• Ensure that Code of Good Practice targets are met for the team
• Ensure satisfactory service delivery and equal distribution of workloads in
the teams
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10. • Manage cost within approved budget
• Ensure compliance to policies, legislation and regulations and that staff
compliance training and attestations are in place
• Grow the investment market share by providing technical and strategic
support
• Enhance the Market Value Proposition to better understand competitors
and opportunities
• Develop business plan and drive the implementation thereof
• Manage the execution of sales, marketing campaigns and events
• Monitor that a standard, seamless process is followed by Branch
• Achieve financial targets for volume and income growth across all segments
• Ensure performance variances are analysed and determine causes and make
recommendations
• Deliver presentations to Leaders and Teams regarding results and
operations
• Establish and maintain relationships with key stakeholders
• Ensure that products and solutions are positioned to enhance customer
experience
• Review Sales and Sales Support processes to identify area of potential risk
• Drive the development and implementation of measures to avoid, reduce or
mitigate identified risks
• Identify and pursue relevant training opportunities
COMPETENCIES
• Leading and supervising
• Adhering to principles and values
• Persuading and influencing
• Presenting and communicating information
• Planning, Organizing, Leading and Control
• Delivering results and meeting customer expectations
• Adapting and responding to change
• Entrepreneurial and commercial thinking
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11. ROLE RESPONSIBILITIES
• Managed All Stakeholder Relationships
• Managed Self and Team
• Managed Conflict situations
• Managed Internal processes/compliance effectively
• Managed Financial Objectives and Business expectations/results
• Managed multiple Activities/Campaigns/Projects
EMPLOYMENT HISTORY
CURRENT TO EARLIEST
CURRENT: Nedbank Investments / Business Banking
EMPLOYER: (Nedbank LTD)
07th Oct 2013 to Current
POSITION HELD: Investment Manager
Role Purpose
To grow investments and associated revenue streams by identifying, sourcing and bringing on
profitable and sustainable new clients. To manage relationships with existing business clients in a
manner that assures optimal income stream growth and continuous profitability uplift. To act as
strategic business partners to investment clients and to ensure they are provided with the
intended investment product value proposition and service excellence.
Role Outputs
Client Analyst
Analyses clients to understand client needs, create business opportunities, evaluate and mitigate
credit risk
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12. Marketer
Promotes products and services
Networker
Relations and networks internally and externally with appropriate parties
Opportunity Identifier / Creator
Engages with clients / potential clients at various levels to sell / promote "the business" offerings.
Reflects various levels of 'deal making' capabilities. This will range from incorporating a wide range of
relevant "technical" competencies, experience, strategic/integrative/conceptual thinking, innovative
abilities & skills, market knowledge & industry shift anticipation to "craft" deals. May then become
involved in structuring & negotiating transactions. Identifies opportunities by leveraging deep & broad
product, market, industry, sector knowledge to come up with 'deal ideas' / 'tangible blue-sky ideas'.
Accurately assesses existing client & prospective client needs. Activities that drive new client
acquisition & existing client retention (pre-sale preparation, call planning & preparation
Presents/proposes realistic do-able deals. Stocks the pipeline. Prospects for deals. Coordination of
client "pitches". Prioritize sales opportunities. Higher Level: Defines target markets. Looks
Relationship Builder
Builds relationships and networks with entities which will enable the incumbent to generate
business/deal and fulfil work accountabilities more successfully
Risk Manager
Effectively controls, manages & facilitates risk management. Manages risk exposure for optimal
reward. Monitors key risk indicators (covenants to repayment schedules/expected dividends).
Monitors financial ratios. Implements Corporate Governance disciplines. Manages external & internal
vulnerabilities. Proactively addresses vulnerabilities & exposures. Gains knowledge and insight into
the root causes of these problems. Monitors key risk indicators. Adheres to policies, procedures &
guidelines. Refers potential fraud / open (irresolvable items) / identified risks etc. for investigation.
Ensures adherence to risk procedures, mandates, policies & procedures. Makes suggestions to
improve risk management controls. Conducts spot checks & internal audits. Actively promotes risk
vigilance in the team. Translates or interprets regulatory / statutory guidelines to ensure compliance.
Anticipates or predicts risks & manages accordingly. Implements risk management policies,
procedures.
Team Player
The role focuses on participating in a team, fostering of teamwork and co-operation. Teamwork can
extend beyond the boundaries of the department
Competencies
Business Acumen
Financial Acumen
MS Office & Internet
Knowledge of Financial markets and trends
Investment and Savings products
Compliance Knowledge
Financial analysis and reporting
Communication Skills (Verbal&written)
Marketing
Negotiation skills
Sales ability Skills
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13. ACHIEVEMENTS
Going For Gold: Bronze and Silver Awards
Growth Exchange: The Growth Exchange Service Award
Platinum Award: The Branch Platinum Award
NGIB Award: The Branch NGIB Award for 2011 & 2012
REFERENCES
MrKobieMoolman Mr. DeonNaidoo Mr.DarrylFeldman
NedbankPersonalBanking NedbankCorporate NedbankRetailHR
Tel:011- 2956247 Tel:011-2944444 Tel:011-2761711
Cell:0829000793 Cell: 0833270331 Cell:0836772960
Mrs. SSaaiman Mr. JanJonck MrsCiskaPottie
NedbankBloemfontein NedbankCrossBorder NedbankRetail
Tel051-448913 Cell: 0829001167 Tel:011–4789900
082 9072307 Cell:0829020819
MrsJoneaKlein Mr. PooviPillay MrIsaacMapulane
Nedbank Retail NedbankMassMarkets NedbankRetailAdmin
Tel:0514050000 Tel:011-2955149 Tel:011-6307111
Cell:0834060660 Cell: 0836447446 Cell: 0832258368
Mrs. DGovender Mr. CraigSchovell
NedbankSandton NedbankRetail
Tel:01- 4869740 Tel:011–2761700 /1728
Cell: 0829016365 Cell: 0829000090
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