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Curriculum Vitae - Sharon G Naidoo June 2016

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Curriculum Vitae - Sharon G Naidoo June 2016

  1. 1. Curriculum Vitae of Sharon G Naidoo
  2. 2. 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 : sharonsteevy@gmail.com Tertiary Education : William Hills High School 1985 Matric – Grade 12 Qualifications / Subjects passed English Afrikaans Biology History Accountancy Typing
  3. 3. 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
  4. 4. 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
  5. 5. Employer 1 BTO at Vogue Position Held : Project Management Office Manager and Operational Manager Period : November 2014 – 4 January 2016 Summary of duties and responsibilities  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.
  6. 6.  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
  7. 7.  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.
  8. 8. 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 Summary of duties and responsibilities  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.
  9. 9.  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.
  10. 10.  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 Summary of duties and responsibilities  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
  11. 11. Employer Standard Bank Operational Risk Position Held : Provincial Operational Risk Officer Period : March 2007 to August 2009 Summary of duties and responsibilities  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 Summary of duties and responsibilities  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
  12. 12.  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 Summary of duties and responsibilities  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
  13. 13. 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
  14. 14. 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 : riaz.a.osman@gmail.com Contact Person : Russell Florence Company : Collective Value Creation Position : Business Development Manager Contact details : 078 139 6078 E-mail Address : russell@collectivevaluexreation.co.za Contact Person : Elizabeth Simpson Company : A5 Competence Evolution (Pty) Ltd Position : Director Contact details : 073 630 882 6 E-mail Address : Elizabeth@a5ce.co.za Contact Person : Jolene Cole Company : Academy Training Group Position : Academic Manager Contact details : 072 048 3568
  15. 15. E-mail Address : Jolene.Cole@gmail.com Contact Person : Chiara Walsh Company : BTO Solutions Contact details : 082 856 4104 E-mail Address : Chiara.Walsh@gmail.com Contact Person : Shanaaz Mia Company : Standard Bank Position : Business Risk Manager Contact details : 071 351 7011 / 072 814 9201

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