Head Sales
First National Bank
Total years of experience :6 years, 3 Months
December 2012 - Current
First National Bank
Head Sales - FRB India Retail and Business Banking (Mumbai and Johannesburg)
First Rand Group attained a banking license to operate in India in 2009, since inception the focus was on investment and wholesale banking. In April 2012 the platform to launch a complete banking solution was deployed. A single branch license for Mumbai was attained and the customer base existed only of staff bank accounts. Due to regulation and the dynamics of the Indian economy traditional expansion strategies could not be leveraged.
I joined the Business Banking segment to drive the implementation of a digital bank for FRB in the Retail and Business Banking segment. The scope and approach is completely Greenfield and includes involvement in the end to end value chain of the business and bank. Expertise is provided from a product and sales perspective and hence I reside in Mumbai for 60% of the month and then return to SA to ensure that development and final product is in line with overall strategy and value proposition
* Overall Strategy and Conceptualisation
* Customer Value Proposition
* Mobile Device Offering (Samsung and Apple)
* Doorstep Banking
* Back Office Sales Process
* Online Account Opening Architecture
* Call Centre Implementation
* ATM Strategy
* Forex
* Rewards
* Marketing Collateral
* Sales Conversation and Approach
* Credit Decision Platform and Product Set
* Business Expansion
* Digital Sales and Strategy
* Budgeting and Forecasting
* Profit and Loss Accountability
Within 6 months of implementing the 'Big 3' project I was offered the position to move this initiative from a project to an operational business stream. A mandate was received from Retail Bank EXCO and we set out forming a business line that functions across all segments and channels of FNB. I was given a total staff contingent of 6 individuals as direct reports, while all 45 individuals involved in the program reported into me via a matrix structure. The new position meant that I would move to senior management role and sit on the Customer Information and Interaction (CII) Executive committee. When this project was rolled-out our combined team was selected as the runner-up for the FirstRand innovation competition 2010, our team was awarded a total of R 500 000 as an incentive bonus. The business line now contributes a total of 130 000 sales towards the bottom line of all segments within FNB every month. PSS is now an integral part of the Retail banking and FNB strategy. The net effect was the formation of a sales and service optimisation portfolio which consists of the below enterprise wide capabilities; this is still operational and resides under Retail bank
I. Big 3 - Operational Business and Expansion
After the success of the Big 3 business in personal banking my team was requested to enhance and expand the current architecture across all segments, channels and subsidiaries. We set off to deliver one of the widest and most complex program scopes across the FNB landscape. The system build and business value chain incorporated a massive breadth of analytical and actuarial work that fed into credit, marketing, channel management, fulfilment, customer cross sell and even customer facing interactions.
II. Our Service 2 U / Trigger Messaging - Operational Business and Expansion
Real time service feedback system that is used to activity manage and rate service interactions across the banks customer facing staff. This developed and created insight around service levels, failures and recovery. System is work-flowed to relevant resolution centre and tracked on a daily basis. This metric has been migrated to staff scorecards across the personal banking space. System has now been expanded to include real time campaigns off the back of good service feedback and relevant customer triggers.
III. Leads Management - Solution Design, Architecture and Implementation
Mandated by the FNB CIO team to create concept, design and implementation of an enterprise wide leads management system. Program has just been kicked off and will form part of the PSS portfolio once operational.
* Overall Strategy and Conceptualisation
* Start-up Approach
* Business Expansion
* Credit Scoring
* Actuarial Modelling
* Complex Systems - design and implementation
* Credit Strategy
* Real Time Customer insight
* Customer Analytics
* Digital Sales
* Predictive Analytics
* Business Architecture
* Sales Conversation and Approach
* X-Sell and Up- Sell Strategies
* Marketing Analytics
* Customer Feedback Insight
* Sales Channel Development
* Multi-Channel Management
• ATM
• Mobile Banking
• Online Banking
• Banking App
• Branch Banking
• Call Centre (Service, Inbound and Outbound Sales)
May 2009 - August 2010
First National Bank
Senior Business Analyst - Retail Bank (CII)
Proactive Sales and Service
After leaving Accenture I had a need to gain exposure to full accountability and delivery for work across the entire value chain. I joined the start-up business stream of Proactive Sales and Service within a new retail banking segment - Customer Information and Interaction. Both the stream and the segment were completely green-field and hence I was afforded the opportunity to test my skills in a start-up line of work. I quickly networked and solidified my role as the thought leader within this space. Incrementally the team delivered month on month and received immense exposure from both Retail bank Exco and FNB Exco.
IV. Big 3 Phase 1 - Personal Banking
I fulfilled role as Lead BA / Project Manager to implement end to end base sales architecture and platform that would be leveraged across personal banking segments and channels. Project managed a team totalling 43 individuals across the personal banking space. Managed and ran the entire build of the business from initial concept to production support and ongoing operations.
V. Electronic Leads Manager - Strategic Credit and Analytics
Worked with SCA to co-ordinate and enhance current ELM process across personal banking product houses and Wesbank.
VI. Email Statements Trigger - Online Banking
Worked with CIS and Online banking to design and implement the first proactive service offer, target was to convert customers from paper based statements to electronic statements.
* Overall Strategy and Conceptualisation
* Start-up Approach
* Digital Sales
* Credit Scoring and Bureau analysis
* Actuarial Modelling and decision engine
* Complex Systems - end to end lifecycle
* Credit Strategy
* Project Lifecycle and SDLC
* Stakeholder Management
* Customer Insight
* Sales Strategy
February 2007 - May 2009
Accenture South Africa
Consultant - Management Consulting and Integrated Markets (MCIM)
Finance and Performance Service Line - Specialisation in Finance Operations
After graduating from University with a degree in corporate and Investment Finance I decided to follow a generalist role and pursue management consulting with Accenture. The global exposure, training and best practise was a great way to commence a career. The modus to survive in the deep end, constantly learn and manage all levels of executives was great for growth and moulding. I was allocated to the F&PM service line however every project involved skills and competencies that were from various spectrums of business. I naturally aligned to resource and utility companies due to experience and exposure up front.
VII. BHP Billiton - Finance Shared Services
I was allocated to work with Project Manager to co-ordinate change management and training for Global SAP implementation for BHP Aluminium.
VIII. SABC - Physical Asset Management
I worked directly with Broadcasting Information Technology department to develop processes and system specification for corporation wide physical asset management, control and tracking.
IX. Masana Petroleum Solutions - Accounts Receivable
Worked with Strategic Account Manager to identify process and system errors and thereby reduce overdue debtors for specific value accounts.
X. Eskom Academy of Learning - Finance and Operations
Worked within the finance and operations work stream to - design the financial model, reporting, budgeting and organisational structure for EAL. Design phase of Project.
XI. ERP Implementation for Chevron - Global System Implementation (SAP) (Cape Town and Zimbabwe)
Joined a global project of 900 people working in the US, Asia and Cape Town, responsible for complete system implementation with involvement from Configuration and Testing Phase till Go Live and stayed on in a specialist role for post production. Allocation to project lasted for 18 months.
XII. Corporate University for Eskom - Project Finance
I worked within a small strategy based team to provide project concept and plan to Executive Committee, direct involvement with executive management both from Client and Accenture. Financial analysis and data sourcing handled independently.
* Overall Strategy and Design Formulation
* Performance Management
* Sap R/3
* Full life Cycle
* Global multi continent implementation
* Executive stakeholder management
* Systems Integration
* Organizational Development and Capacity Planning
* Customer Relationship Management
* Learning and Development
* Business Case Development
* Finance Operations
* Petrochemical (Downstream)
* Utility Industry
* Mining Industry
Training and Development
Completed an annual diploma via the Duke University Corporate Education Institute, Program involves all future talent identified in the organisation in middle management and senior management roles. Annual program was broken down in to four modules resulting in a relevant NQF Qualification and Duke International certifications. Module 1 – Winning Strategies Module 2 – Execution Excellence Module 3 – Driving High Performance Module 4 - Innovation and Change
2006 University of Natal, Durban, Kwan-Zulu Natal Completed a Post Graduate Bachelor of Business Science (Finance Honours) • Corporate Financial Policies 1 • International Business Finance • Investment Management • Strategic Management 4A • Corporate Financial Policies II • Portfolio Management • Strategic Management 4B • Quantitative Methods in Finance