CV

1. CURRICULUM VITAE OF SHARON DUDUZILE MWELASE
PERSONAL DETAILS
Surname : Mwelase
First names : Sharon Duduzile
Date of birth : 13/06/1990
Identity number : 9006130250085
Nationality : South African
Gender : Female
Home language : Isizulu
Other language English
Health status : Excellent
Criminal Records : None
Driver’s License : Yes
CONTACT DETAILS
Physical Address : 24990 Mogase Street
Zone 4 Extension 10
Diepkloof
1864
Contact number : 0716809979
Alternative number : 0834345450 or 0607227136
Email Address : Sharon.duduzile@yahoo.com
EDUCATION
High School :Metropolitan Raucall
Highest grade : Grade 12
Subject Passed : English- B
: Accounting- C
: Mathematics- C
: Afrikaans- C
: Life Orientation- B
: Science- D
: Economics- C
Year Completed : 2008

2. POST MATRIC
Institution : Boston Business College
Qualification : Long term Insurance Certificate
Year Completed : 2010
Training : Microsoft Office
: Typing skills with high accuracy
Institution : UNISA
Qualification : Bcom with specialization in Risk Management
Year Completed : In Progress
Institution : CKP Development Agency- Career Knowledge Performance
Qualification : Wealth Management NQF Level5
Duration : 2016-Feb 2017 (In Progress)
Institution : Moonstone Regulatory Update Workshop
Subjects Covered :
• The impact of the Financial Sector Regulation Bill on your business
• Retail Distribution Review - Update and Timelines
• Other Insurance Regulatory Updates
• Important amendments proposed by the Financial Intelligence Centre Amendment Bill
• The Debarment Process
• Restraints of Trade
Institution : Gray Training
Course : Facilitate the Learning NQF Level 5
Year : 2016
Training :
• Exploring the relevance of the four learning styles for a facilitator
• Linking the experiential learning cycle to facilitation
• Exploring techniques to help adults learn
• Shaping a lesson according to the Introduction, Development and Consolidation (IDC) Model
• Application of the different facilitator modes
• Experiential Learning and its stages
• Designing an experiential learning activity
• Managing Conflict and Controversy
• Setting the Scene for learning- safe environment for learning
• The Learning Cycle and Learning Styles

3. WORK EXPIRIENCE
1 .Name of company : Liberty Life
Position held : Service Agent
Department : Retail Administration
Duration : Jan 2010 to Nov 2011
Training : FAIS
: FICA
: Effective Business Writing
Product Knowledge : Life Insurance and Investments
: Retirement Annuities
: Pension Preservation Funds
: Provident Preservation Funds
: Annuities
Systems Knowledge : Compass
: Blueprint On line
: Workflow- Mindkey
: Mainframe
Duties
Indexing and Information:
• Ensuring that all instructions are indexed and sent to the correct queue
• Ensuring that all indexing information has been captured correctly
• Information provided must be accurate and within agreed or prescribed time period.
• Must be sent to relevant party / recipient.
• Must use appropriate distribution channel.
• Information must be complete and comprehensive.
• Must maintain confidentiality.
• Ensure complete and accurate information is made available to customers at all times
irrespective of source of entry.
• Format of information must be according to company standard.

4. • Feedback loop completed.
• Ownership taken of request.
Capturing of New Business Applications:
• Ensuring that all New Business application Forms are correctly captured under the correct
product.
• Ensuring that all requirements are received and that the form is correctly completed.
• Correct details captured
• Correct and relevant documentation to be requested, where applicable.
• Ensure master system is updated on daily basis.
• Relevant feedback to be given daily.
• Compliance to business rules and processes.
Policy Changes
• Ensuring that all changes to policy information has been correctly amended and that
communication is sent out regarding the updated information.
• Change processed within SLA
• Work processed in date order
• Correct request processed on correct contract.
• Correct documentation to be requested where applicable.
• Ensure Master system is updated on a daily basis.
• Relevant feedback to be given on a daily basis.
• Rejects reviewed and resubmitted on a daily basis.
• Compliance to business processes and rules.
• Ownership to be taken of request.
Disbursements (Processing of payments):
• Processing of surrenders and Advances
• Ensuring that payments are made into the correct banking details
• Payment made within SLA
• Work to be processed in date order
• Correct payment made into requested and relevant account
• Correct and relevant documentation to be requested where applicable
• Ensure Master system is updated on a daily basis.
• Relevant feedback to be given daily.
• Rejects reviewed and re-submitted daily.
• Compliance to business rules and processes.
• Correspondence to be sent to be imaged on a daily basis.

5. Liaising with Brokers and Broker Consultants:
• Responding to all emails and calls that have been sent
• Sending out communication regarding the queries that have been sent in
• Taking inbound calls and making outbound calls to resolve queries
• Deliverables, measures and targets discussed and agreed with direct" reports and aligned to
business measurement process.
• Regular oneness held with staff to discuss their accountabilities.
2. Name of Company : Silica Financial Administrators
Position Held : LISP New Business Administrator and Authoriser
Department : LISP New Business
Duration : Nov 2011 to April 2013
Training : FICA and Legislative Implication of FICA
: FAIS
: Collective Investment Schemes in Securities
: Typing Skills
: Office Etiquette
: Effective Business English
: LISP
Duties
Quality Control:
• To ensure indexed instructions are dealt with appropriately and take appropriate action if not.
• To ensure all relevant information and or supporting documentation is received and attached to the
instruction; to ensure the instruction is promptly finalized and legally compliant
• To ensure work received is FICA and FAIS compliant
• To monitor and action queues to ensure all instruction are completed within Service Level
agreement(s) and cut off times
• To adhere to knowledge Enabler (KE) and pigs questions provided on the system and to take
appropriate action
• Assisting client’s, internal (SCS, Finance, Legal) and external (Investec) within the agreed turnaround
times and at the highest quality
• You need to maintain and acceptable and agreed error rate that will be agreed with your team leader
• To check and process instructions accurately within agreed upon turnaround time.
• Liaising with Advisor Liaison Consultant within Asset Management
• Resolving Queries.

6. Static:
• Ensuring that investor details are correctly captured and loaded onto the system
• Paying attention to detail
Capture:
• To accurately capture clients instruction(s) on the system e.g.: new business, unit transfers, addflows
etc.
• Obtaining at least a 100% earned effectiveness on a monthly basis
• To ensure that error rate is kept at a minimum
Verification/ Authorise:
• To check / verify that the static information (client’s personal information) and instructions have been
accurately captured according to clients instruction(s)
• To ensure that broker is FICA and FAIS compliant
• To ensure that all supporting documents are attached to instruction
• To check financial information is correct
Reports:
• To pull and check Health check and exception reports and take appropriate action
• To investigate any errors and take full responsibility to rectify errors
• To report any risks to management
Work Allocation:
• Allocating work to the individuals in the respective team
Product Knowledge : Unit Trust/LISP Products
: Retirement Annuities
: Pension Funds
: Provident Funds
: Voluntary Products
Systems Knowledge : IMS4
: AWD Lookup- Workflow
: Obelix
3. Name of company : Stanlib Asset Management Company
Position held : Senior FSP Authorizer
Department : Training and Onboarding

7. Duration : May 2013 to March 2014
Duties
Daily Stat
• Recording of daily stats and ensuring that they are all correct.
Setting Up of code:
• Checking and authorizing of all codes that have been set up on Compass for Liberty Agency,
Liberty Franchise, Independent Financial Advisors and Africa
Mapping of Codes:
• To Ensuring that all codes are correctly mapped on Stanlib Online.
• Authorizing all codes that have been linked on SRS
Static Data Changes:
• Check and authorize all static data changes for existing codes on Compass and Silica within the
agreed Service Level Agreement of 48 hours
• Check and authorize all banking detail and address changes on Compass and Silica within the
agreed Service Level Agreement of 48 hours
Judgements:
• Handling all requests for sign off on cases where judgements are reported from ITC checks
• Return cases to the registration queue if the case has been declined.
Corrections:
• Attend to all corrections of all codes incorrectly set up but have been authorized previously.
FSP License Investigation Queue:
• Handle all cases received in the queue immediately on receipt of an email that has created a new
case on Workflow.
• Handle all queries relating to work in this queue and updating all FAIS details where applicable
Registration Code Link Queue:
• Ensuring that cases are released from the queue within 24 hours of the case being sent to this
queue.
Queries:

8. • Ensuring that cases are released from the queue within 24 hours of the case being sent to this
queue
• Attend to all queries relating to my role within the agreed customer promise of 24 hour
Adhoc Duties:
• Assisting with the actual set up of codes
• Preparing Procedure guides and keeping them up to date.
• Procedure Guides include: Code Set up on Compass and Silica, SRS Mapping, static maintenance
on source systems
• Validating all license requirements for all new broker code applications
• Sending out all requests for requirements for application for new codes to be issued within 24
hours of the request being received.
• Ensuring that all documents received are scanned into the workflow case prior to re-routing to
the Administration Queue
• Assisting with the registration queue- creating cases for all amendments to existing
registrations including applications received through the mailbox
• Allocating applicable access to brokers and admin assistants prior to sending the case to the
Administration Queue.
• FAIS Investigations
Training : Linked Investment Service Providers (LISP)
: Collective Investment Schemes
: Telephone Etiquette
Systems Knowledge : Compass
: Stanlib On line
: Workflow- Mindkey
: Silica
Name of company : Stanlib Asset Management Company
Position held : Promoted to Onboarding and Training Specialist- Subject Matter
Expert (Team Leader)
Duration : April 2014 to July 2015
Duties

9. • Monitor and control the daily flow of work to ensure that it is processed within the agreed
customer promise (SLA) i.e. allocation of cases and hourly productivity.
• Address and resolve escalations.
• Coaching and training existing and new processes.
• Documenting all processes and preparing all procedure guides.
• Processing of assigned tasks
• Coordination of testing for monthly releases by IT
Quality Assurance
• Conduct weekly QA feedback sessions with each staff member.
• Provide QA feedback report together with planned action.
Maintaining Excellent Quality:
• Ensuring the reduction of the error rate for the team
• Ensuring that we work towards “getting it right the first time”
• Ensuring that the team has a minimum error and rework rate
• Quality Assurance- 8 cases per month to be sent to QA and ensuring that all gaps identified in QA
are filled through training and coaching.
Mentorship:
• Mentorship of the FSC learner
• Mentorship of the staff studying via company bursary.
• Ongoing upskilling of the team and the processes used by team members.
Staff Coaching and Training:
• Ensuring that staff members are coached accordingly to avoid any knowledge gaps within the
team weekly.
• Recording all benefits realized from training as the Subject Matter Expert.
• Designing effective training material and study guides and submitting them for sign off.
• Ensuring that staff members are trained accordingly with new information, legislation etc.
Learning and Development Schedule:
• Ensuring that the relevant intermediaries receive communication of the L&D Schedule on a weekly
basis and ensuring that the information provided in the schedule is correct.
Queue Monitoring:
• Ensuring that workflow queues are managed and customer promise is met for all instructions that
have been processed by the team at the right quality.
• Ensuring that all queues are cleared by close of business and are within customer promise by
adhering to the customer experience targets that have been set.
Independent Financial Advisor Contracts:
• Checking that all contract letters are correct and of excellent quality before returning them for
distribution.
• Signing off all IFA Contract that have been issued.

10. Process Improvements:
• Designing and documentation of process documents.
• Documentation of benefits realized from continuous improvement initiatives.
• Initiating and co-creating of processes improvement with CCI/CCS.
• Implementation of improvement initiatives on time, within the budget and at the right quality.
• Document and maintain all procedure guides for the area.
• Document any new processes arising from escalations and complex queries handled.
• Procedure guide schedule to be maintained detailing all process documents and the status
thereof.
Reports:
• Ensuring that coaching reports are submitted monthly.
• Pulling intermediary report on KITE upon request from brokers or broker consultants.
• Ensuring that the report submitted to the CCI/CCS team is submitted. It details all service gaps and
system enhancements requirements.
Training:
• Multi Skilling of all the team members.
• Weekly training session with team on any new process, enlightening updates or new business
communication received. All training to be documented and handed to staff.
• One on one training to be conducted with individual staff members based on QA
feedback/upskilling/revisiting training gaps. Discussions to be documented and timelines for
improvement recorded monitored and measured. Non-performance/improvement to be
communicated.
Ad-Hoc Duties:
• Allocating applicable access to brokers and admin assistants prior to sending the case to the
Administration Queue.
• Motivating the team.
• Ensuring that all emails received are allocated to the members within the team.
• Ensuring that all emails are responded are within SLA/ the agreed customer promise.
• Resolving all escalations submitted by customers both internally and externally.
• Attend to all corrections of all codes incorrectly set up but have been authorized previously.
• Ensuring that the error log is updated to keep track of where training and coaching is necessary
• Document all business rules pertaining to area
• Updating the system with the correct details of brokers e.g. Resigned Brokers
• Processing cases within the end to end customer promise
• Assisting in the queues- Registration, admin, authorising
• Assisting in the FSP Registration Queues
• Mapping of codes
• Static Data Updates
• Registration of brokers

11. • Setting up broker codes
• Updating broker’s FAIS Details on relevant systems- Validating all license requirements for all
new broker code applications
• Sending out all requests for requirements for application for new codes to be issued within 24
hours of the request being received.
• Ensuring that all documents received are scanned into the workflow case prior to re-routing to
the Administration Queue
• Assisting with the registration queue- creating cases for all amendments to existing
registrations including applications received through the mailbox
WORK EXPIRIENCE
4 .Name of company : Alexander Forbes
Position held : Technical Specialist: Compass Support Trainer
Duration : September 2015- Current
Training : Financial Advisory and Intermediary Services Act (FAIS)
: Financial Intelligence Centre Act (FICA)
: Treating Customers Fairly (TCF)
: Protection of Personal Information (POPI)
: Foreign Account Tax Compliance Act (FATCA)
Soft Skills Training : Time and Stress Management
: Effective Communication
: Effective Business Writing Skills
Product Knowledge : Unit Trust/LISP Products
: Retirement Annuities
: Pension Funds
: Provident Funds
: Discretionary and Non-Discretionary Products
Systems Knowledge : Compass
: CRM
Training facilitation : Individual New Business
: Group New Business
: Investment Administration
: Claims
: Business Support

12. Duties :
Accountability:
Accountable for providing exceptional system admin support to the users.
Operational Effectiveness:
• Train new Admin Staff
• Set up training facilities by booking venues & preparing equipment
• Provide theoretical & practical training to new employees
• Mark assessments of new employees
• Send assessments to new employees
• Report on assessment results to managers
• Handle training queries
Service Excellence:
• Participate in all client services initiatives, when time permits and represent Alexander Forbes as
a brand ambassador
Team Participation
• Participate in all team activities to support with increased levels of service delivery for example
attend sessions of knowledge sharing.
Cognitive Competencies:
• Ability to work under pressure
• Team Player
• Deadline driven
• Take Initiative
• Responsible and Accountable
• Resourceful Problem Solver
• Ability to work with both data and people
• Problem-finding ability
• Pro-active/take initiatives
• Ability to work independently as well as in a team
• Ability to manage expectations
• Ability to Attention to detail
• Innovative
• Accurate
• Problem-solving follow up and liaise with diverse range of people
REFERENCES
Contact person : Kgomotso Manju

13. Position : Client Liaison Officer/ Mentor
Contact Number : 083 471 2214
Company : Liberty Life
Contact person : Jermaine Scorgie
Position : Team Leader
Contact Number : 073 04 21373 or 011 302 4000
Company : Silica Financial Administrators
Contact person : Zodwa Mazibuko
Position : Previous Team Leader
Contact Number : 071 898 8832
Company : Stanlib
Motivational Letter
I am a vibrantly enthusiastic yet hard-working candidate who is experienced and able to perform and
interact with all individuals I work with.

14. Through combining a hunger for professional career and personal advancement, I wish to further my
growth and gain as much knowledge as I can.
Whilst I enjoy the pressure of deadline working and achievement on individual projects, my self-
confidence is best exploited in situations requiring personal interaction and communication whether
with clients or colleagues.
I am willing to assist others through a genuine desire to listen, understand and learn as much as
possible, thus facilitating adaptation and improvement in order to render an even more professional
service.
Inner strength and self-motivation allow me not only to withstand the pressures of my desired working
environment, but also to develop within it and use adversity to my advantage.
Although self-confidence and goal-orientation constitute vital components of my personality traits, they
are subordinated by a sense of loyalty to be responsible for my actions and all decisions that I take.
Being the driver of my career is a personal choice, stepping on others to stay on the road, is not!
I am a fast learner and pay attention to detail. I also have the ability to work in a team or individually
under limited supervision to complete my work and go over and above what is expected of me by my
leaders.
I have leadership qualities as I also believe that a leader does not seek for followers. A leader is
identified by other individuals and they make a decision whether or not to follow or seek guidance.
I was also awarded with a Top Mentor/ Coach Award of Excellence by Liberty Life.
It is hoped that my application and attached Curriculum Vitae meet with your approval. Should you
wish to schedule an interview, you may contact me on cell: 0716809979