Andrea Houghton CV
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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.
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Andrea Houghton CV
- 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.