Sharon Williams

BI and Analytics: Analyse and deliver as requested, or initiate the development of dashboards and regular
reports with observations, analysis, key findings and recommendations to support the Banking Operations
department in tracking ongoing programs and operationalizing future actions for process improvement.
▪ Operational Risk, Audit & Compliance - Monitor, and as necessary, coordinate compliance activities with
departments like EPMO, InfoSec, IT, Operations, Corporate Real estate etc. Design & implement
improvements in processes, monitoring and enforcement of compliance standards. Provide reports on a
regular basis, and as directed, to keep the Management Risk Committee of the Bank informed of the
operation and progress of compliance efforts under the Chief Operating Officer.
▪ Lead service improvements/transformational projects: Manage and support selected strategic projects /
initiatives from inception through planning, implementation, monitoring, evaluation and closure to ensure
delivery of strategic objectives, on time and within budget and other constraints. Notable projects include -
(i) Branch to Digital migration of Corporate customers (ii) Fund Transfer Automation (iii) Assist in
Implementation of Microsoft Dynamics CRM i.e. data cleansing, data ownership, conventions, rules and
standards to be used within reporting and modelling of customer data.
▪ Policies, Procedures and Processes: Manage and ensure accessibility and effective implementation of
policies, procedures and controls covering area within Banking Operation to ensure all relevant procedural
/ legislative requirements are fulfilled. Understand the impact of new regulatory requirements on Business
Units and collaborate with respective process management teams to change affected processes and
document standard operating procedures.
▪ Manage the Client Experience Forum: The forum is chaired by the GCEO, COO and respective Heads of
SBUs to explore focal areas of customer pain points and internal inefficiencies, backed with data, analytics,
and valuable customer insight.
▪ Customer Satisfaction Survey: Manage the quarterly Customer Satisfaction Survey with IPSOS across all
channels of Commercial Bank. This was used as input to the quarterly incentive payment process and
Service KPI for mid and year end appraisal for all staff across the Bank.
SHARON WILLIAMS Page Two
• Manage the Customer Complaint Management Process (CMS) - Quarterly analysis and recommendation to
EXCO. Implement changes to CMS as required to improve and make it user friendly.
• Oversee/manage the Mystery Shopper Survey with Nielsen: - Ensure reporting accuracy and dissemination of
results to all branch teams. Run branch workshops to ensure understanding of results and align with training
run through L&D.

Select Contributions:
• Periodic review of existing

Contribute and develop integrated marketing campaigns to promote Enterprise Banking products &
services. Organize events such as training and workshops for SME customers, coordinate event logistics,
publicity, including public relations, press releases and work closely with in-house or external creative
agencies to design marketing material.

This role involved being the primary focal point for Fault Management, Customer complaints handling,
provisioning, configuration implementation, and performance monitoring across all Fixed/Transport
network layers, and ancillaries.

This role involved monitoring suspicious transactions and fraudulent activities of Retail customers in North
America.