Andrea Houghton is seeking a role as an integral member of a dynamic organization. She has over 10 years of experience in banking, including roles in implementation and improvement analysis, team leadership, sales support, and customer service. Her experience spans reporting, process automation, risk mitigation, and relationship building. She holds qualifications in Six Sigma, Microsoft Office, and first aid.

1. Andrea Houghton
Objective Aiming to become an integral member of a dynamic organization
Experience 1 July 2014 – Present
Standard Bank
6 Simmonds Street
Analyst Implementation & Improvement
• Executing ad hoc assignments at the request of the
Manager Innovation Capability, Manager TI&I
• Preparing daily, weekly, monthly and quarterly
progress reports
• Extracting I&I dashboard data to complete the
following reports:
• Monthly OSS Executive Report
• Monthly OIC Report
• Quarterly Executive
• Weekly (every Wednesday) TI&I Management
committee report
• Adhoc reports as requested from TI&I Manco
• 20% of time on reporting activities
• Automate implementation & Innovation dashboard
• Consolidate reporting across portfolios where there
are overlaps.
• Ensure that all data captured by the Innovation and
Implementation team is consistent week on week and
is captured timeously.
• Provide support service through analysis of systems
and procedures with the primary objectives of
mitigating risk exposure, enhancing customer service
levels of reducing bank-in-bank processing cost and
providing interface representation on behalf of the
bank.
• Provide business/operational input and analytical
skills to agreed initiatives within the IPC
Environment
• Provide a consultancy, research function within TI&I
• Manage improvement opportunities and ensure that
only quality Innovations are implemented
• Minimise customer impact
9 Pamela Avenue
Morehill
Benoni
083 597 8776
ID: 8203250076082

2. • Management of initiatives (planning, controlling and
completion within time frames and budget)
• Apply change management principles consistently
• Analyse improvement suggestions and
implementations (projects) received from key
Stakeholders in order to understand the business
impact of implementing these suggestions.
• Convert the received suggestions and implementation
detail into a draft business case and/or functional
system specification.
• as-is processes
• what is changing
• new process
• the need of change by business
• related benefits
• Identify improvement opportunities and
recommendations to enhance business operations
• Perform root cause analysis on processes running
outside design limits and provide recommendations to
Implementation and Improvement Managers and
project teams on actions to be taken.
• Drive the implementation of CI’s and other rapid
improvement events and projects that can be
implemented in the production environment.
• Engage and build working relationships with business
partners that originate initiatives that have an impact
on the OSS/GOSS blueprint to ensure no negative
impact on the blueprint.
• Ensure that all work models, source information and
data is stored in a central facility and complies with
security procedures and standards.
• Prepare and provide weekly reporting to the Manager,
Implementation and Improvement on the progress all
Project Implementation items in the pipeline
• Prepare and provide monthly progress report to
Manager, Implementation and Improvement in terms
of the set guideline
• Verify and facilitate User Acceptance Test Cases and
Scenarios.
• Execute ad hoc assignments at the request of the
Manager, Implementation and Improvement
• Be involved in Change Management Component for
the implementation of new processes and changes to
existing processes.

3. 1 April 2014 – 30 June 2014
Standard Bank
6 Simmonds Street
Team Leader Authorizing and Releasing Officers
• Manage the team by ensuring customer service levels
are met and SLA’s are met and above standard.
• Control and manage risk and costs
• Ensure that all controls are understood and followed
• Build collaborative and cohesive relationships with
all stakeholders that have a direct influence on the
success of our business
• Maintain confidentiality and integrity of customer
• Conduct daily production meetings with staff to review
performance, inform staff of changes in systems or
procedures, and other matters that affect the production
line
• Actively participate in team leader forums to ensure blue
print adherence and standardized leadership practices
• Ensure relevant reports have been actioned and signed
off by subordinates
• Monitor and control inward/outward correspondence
from branches
• Conduct staff performance appraisals and manage the
staff training and development plan, for direct reports,
resulting in a well-trained and motivated team.
• Facilitate team building exercises
• Discuss and agree on staff personal and career
development plans
• Attend to any Ad hoc requests by Management
• Maintain a cooperative supportive working
relationship with other team members and business
partners
• Build sustainable relationships with business partners
and stakeholders within span of control.
• Prepare performance contracts, KRA’s and performance
targets in line with business and market changes
proactively
Experience Aug 2012 – 31 March 2014 Standard Bank
6 Simmonds Street
Team Leader Maintenance

4. • Manage the team by ensuring customer service levels
are met and SLA’s are met and above standard.
• Control and manage risk and costs
• Ensure that all controls are understood and followed
• Build collaborative and cohesive relationships with
all stakeholders that have a direct influence on the
success of our business
• Maintain confidentiality and integrity of customer
• Conduct daily production meetings with staff to review
performance, inform staff of changes in systems or
procedures, and other matters that affect the production
line
• Actively participate in team leader forums to ensure blue
print adherence and standardized leadership practices
• Ensure relevant reports have been actioned and signed
off by subordinates
• Monitor and control inward/outward correspondence
from branches
• Conduct staff performance appraisals and manage the
staff training and development plan, for direct reports,
resulting in a well-trained and motivated team.
• Facilitate team building exercises
• Discuss and agree on staff personal and career
development plans
• Attend to any Ad hoc requests by Management
• Maintain a cooperative supportive working
relationship with other team members and business
partners
• Build sustainable relationships with business partners
and stakeholders within span of control.
• Prepare performance contracts, KRA’s and performance
targets in line with business and market changes
proactively
Aug 2011 - Aug 2012
Standard Bank
West street
Sales Support Officer
• Control new accounts and account upgrades
• Closing of accounts
• Forward KYC/Imaging documents
• Action Report 7850/10275/10595/10594
• Ensure incorrectly completed documents are returned to
consultants
• Answering phones

5. • General filing
• Ensuring that laid down procedures are followed and
maintained
• Handling of customer queries or complaints
Aug 2010 – July 2011
Standard Bank
Festival Mall
Team Leader – Tellers
• Lead and Manage subordinates
• Monitor productivity
• Forward MICR cash withdrawals to IPS
• Control cheque deposit box
• Monitor differences
• Action withdrawal summaries
• Assist Branch Management in proactively establishing the
loss and fraud trend of the frontline
• Scrutinize Duty of Care queue for fraud and losses
• Ensure the vouchers are collated and neatly distributed to IPS
• Ensure frontline is sufficiently staffed by making use of BST
(Branch Scheduling Tool)
• Action Report 6398 and 2030
• Balance General Cash and ICMS accounts
July 2006 – July 2010
Standard Bank
Woodbridge
FSO- Frontline support officer/2IC
Team leader
• Following up of customer complaints and queries ensuring
that all is resolved timeously.
• Dedication to good customer service
• Processing of Master cards and packages
• Documenting of data
• Action of daily reports
• Solving queries for other branches ensuring timeous
feedback
• Providing feedback and reports to Management on a
daily/weekly basis
• Balancing of Credit cards stocks
• General Administrative duties – filing, reports etc.
• Training of other staff members
• Planning of daily duties
• Servicing of 5 Service Centers
• Ad hoc duties as required by Management.

6. • Provide excellent customer service
Education 1996 – 2000 Hoërskool Kempton Park
Senior Certificate – Subjects as listed below:
• Afrikaans
• English
• Geography
• Business Economics
• Typing
• Hotel & Catering
Courses Completed
Knowledge/Skill Years used Training completed
White Belt six sigma 1 Year 4 March 2013
Excel level 1 11 Years 23 April 2013
Excel Level 2 11 Years 30 April 2013
Connect For Leaders 1 Year September 2013
Team Leader
Programme
1 Year 4 October 2013
Handling Poor
Performance
1 Year 16 May 2013
Practical and Fair
Discipline in the work
place
1 Year 15 May 2013
Enduring Performance
Management
1 Year 22 May 2013
First Aid Training 6 Years 29 September 2014
Excel Level 3 1 Year 2014
Microsoft PowerPoint
Level 3
3 Months 2015
Digital Dashboard
training
1 Month 14 May 2015
Analyst Implementation
& Innovation
1 Year 2014-07-01 - Current
Team Leader Authorising
and Releasings Officers
2014-04-01 – 2014-06-30
Team Leader
Maintenance
1 Year and 8
Months
2012 - 2014
Sales Support Officer 1 Year 2011 – 2012
Team Leader Tellers 1 Year 2010 - 2011
Credit Card Custodian 2 Years 2008 – 2010
Cheque book Custodian 1 Year 2007 – 2008
Customer Service
Consultant
1 Year 2006 – 2007
Teller 1 Year 2005 – 2006

7. Soft skills
Analytical thinker
Communicating with
Impact
Organizational skills
Planning
Interests Crafts, Outdoors, Acrylic Painting and Jewelry design
Recommendations Leigh-ann Vass
011 281 9623
Patience Gwamanda
011 636 1285
Achievements All Certificates available on request
Documents Attached: Copy of ID and drivers license.