Eric Genge

• Doing daily reports through excel and Power BI dashboard.
• Respond to and ensure detailed feedback and updates to clients and internal stakeholders on queries
• Training and maintaining RRB, NCB, NBB, NBH, CIB Corporate Server, Ned Treasury users.
• Running tests since last DECEMBER 2024 using Postman and Swagger through the API Lifecycle as we onboard new and old clients from Nedbank Business (NBB) to the new Nedbank Business Hub (NBH) web and App as the pilot will be live from May 2025.
• Training and maintaining RRB, NCB, NBB, NBH, CIB Corporate Server, Ned Treasury users.
• Reporting back to the Developers and Management about errors encountered while testing and slowness of the new Domestic Transaction interface (NBH), making sure we break the system and run proper tests also suggesting new ideas preparing our clients to be able to do smooth transactions without any frustrations through MuleSoft and other software.
• Activating new and old business profiles from Domestic Transactions for their payments into new world Nedbank Business Hub (NBH
• Doing live Demo training sessions on Microsoft Teams for external and Internal clients to introduce them to new Domestic Transaction interface (NBH)
• Display operational confidentiality by ensuring compliance to relevant standards and policies
• Training and maintaining RRB, NCB, NBB, NBH, CIB Corporate Server, Ned Treasury users.
• Creating Power BI reports and administering and configuring the CRM (Salesforce) systems
• Respond to and ensure detailed feedback and updates to clients and internal stakeholders on queries
• Improve and maintain client service by operating according to optimal capacity
• Find innovative and workable solutions to assist both internal and external stakeholders according to their specific requirements.
• Establish and maintain client relations and satisfaction against agreed to standards and timeframes
• To troubleshoot and where possible, remedy any computer related conflicts in order for the client to be able to transact
• Deliver quality output by efficiently and effectively adhering to all processes.
• Manage workflows via Nedbank systems which include Siebel, Nitro and Imali
• Install electronic banking profiles for client and Train clients on electronic banking profile
• Resolve client technical queries on electronic banking products as per agreed standard timeframes
• Resolve client training queries on electronic banking products
• Update MIS daily (log sheets, exception reports and utilisation reports)
• Conduct client courtesy calls, live runs and follow ups also train clients on cash product suites
• Use your discretion to prioritise urgent client queries and train clients on cash product suites on Domestic Transactions
• Limit risk exposure by adhering to processes and procedures
• Manage cost awareness and control through efficient usage of office resources (stationery, cell phones and printing resources)
• Keep abreast of legislation and other industry changes that impact on the role by reading the relevant newsletters, websites and attending sessions.
• Understand and embrace the Nedbank vision and demonstrate the values through interaction with the team and stakeholders.
• Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managers
• Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed, experience practised, and certifications obtained and/or maintained within specified time frames.
• Ensure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team.
• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g., staff surveys etc.).
• Participate and support corporate social responsibility initiatives for the achievement of key business strategies.
• Identify and recommend opportunities to enhance processes, systems and policies and support implementation of new processes, policies and systems.

Reason for leaving : Looking for better opportunities

• Provide feedback to internal and external stakeholders by generating and making available relevant reports and MIS under Branch 0859 and All National branches.
• Providing Swift details and investigating on late payments.
• Meet and exceed internal and external client needs by timeously responding to queries and actioning the request within the Service Level Agreement (SLA).
• Providing the Debtor Management and Sales departments with Swift details before a payment is processed and allocated accordingly.
• Creating data reports daily and making follow-ups regarding tracing unreleased and processed payments using Global BOP categories.
• Working on Inward Payments systems like GPS: Team Leader, GPS: Branch System Maintenance, GPI Enquiry, GPS: SIM Administrator, GPS: Enquiry Office, MCA View, Eclipse GPS: Branch System Maintenance, GPS: GPI enquiry etc.
• Monitoring of IPs for Incoming Payment Services also checking current statuses and escalating to processors to act accordingly, and advising them to release payments.
• Allocating unassigned IPs to Team Leaders to allocate to the Processors to act and process payments assigned to them.
• Acting as the escalation point between Management, Processors, Team Leaders and

Nedbank Clients and relevant distribution groups like CSS Payment Query, ITT Notifications, Debtors Management, Tvc Defence etc.

Reason for leaving : Interim position as department was strugggling.

• Working with OS platforms and administrative functionalities.
• Adding systems to the domain. Mapping network drives.
• Locating files and troubleshooting associated issues.
• Dealing with software and platform architecture skills, communicating with groups responsible for SAP systems.
• Installing software applications, drivers and printers.
• Adhering to all IT standards and procedures when assisting Clients.
• Moved equipment while following Health and Safety regulations to ensure a safe workplace.
• Installed keyboards and mice for user workstations.
• Onboarded 3G cards and responded to logged support calls to assist users.
• Administering and configuring the CRM (Salesforce) systems.
• Providing technical remote support to users and Investigating desktop related incidents
• Providing workstations related support for Absa retail as well as the corporate environment.
• Participating in user acceptance testing and providing management with feedback to be able to provide necessary support
• Recommending changes in internal and external processes which will result in improved service delivery.
• Working together as a team to reach department/team’s goals by respecting, trusting and assisting each other.
• Working together as a team to improve service delivery.
• Providing remote support to all Absa users utilising the given remote tools, by resolving all non-hardware related incidents recorded in Service Now.
• Monitoring and delivering Service Desk outputs and Investigating desktop related incidents
• Assisting with Incident and Problem management by identifying and reporting recurring errors/problems to the relevant support parties.
• Identifying and reflecting in Service Now all Domain controllers that are offline and re-assigning incidents to the x86support team for assistance.
• Identifying and reflecting in ServiceNow all switches and/or routers that are offline and re-assigning these incidents to the relevant support teams within Absa.
• Identifying and reflecting in Services Now all regions where problems are being experienced on the Absa WAN for whatever reasons and re-assigning these incidents to the relevant Absa support teams.
• Resolved all incidents logged in ServiceNow remotely, adhering to back-office service level agreements.
• Ensuring that incidents logged in Service Now that cannot be resolved remotely, are re-assigned to the relevant parties.
• Attending to all problem-related incidents that have been logged in Service Now by the Service Desk front office and not resolved within the set service level agreement.
• Ensuring that Absa staff members are informed/updated regarding the status of their outstanding and unresolved incidents, and that the possible issues are escalated timeously to all the relevant parties.
• Investigating and analysing root causes as well as problem reoccurrences, in order to assist with Incident and Problem management.
• Utilising various resources to resolve critical and complex system incidents within the Absa Group and analysing, recommending and implementing solutions to complex incidents using their specialist in-depth knowledge.
• Assist in determining/identifying the root cause of an incident.
• Restore/resolve the incident remotely or re-assign it to the applicable area for further investigation and resolution.
• Escalating to management in said events/circumstances as described above
• Re-assigning unresolved incidents to the relevant call coordinators for resolution by Field support (vendor) and/or other relevant support groups
• Enhanced customer experience by ensuring timely resolution of incidents, following up to confirm satisfaction with services delivered.
• Providing support of Microsoft O365 Administrative Tools and Active Directory.

Reason for leaving : Reason for leaving : Looking for better opportunities as I was on contract which was ending.