Fayroza Lakay

• Diary Management
• Aim/Goal to ensure meetings are confirmed with EXCO member 2 days prior to meeting taking place.
• Schedule recurring meetings (& dates on which inputs are due) in advance.
• Use scheduling software to manage diary effectively.
• Schedule all appointments and meetings in diary within 24 hours of receiving them.
• Travel Management
• Travel bookings to be booked 1-2 weeks in advance; final confirmation at least 2 BD before travel date
• Book all flights and accommodation for business trips.
• Achievable: Use travel management software to manage bookings effectively.
• Event Co-Ordination
• All items to needed for event to be confirmed to EXCO member 2 days before event (Venue, Catering, Adhoc items such as stationery orders etc.)
• Use event management software to manage event effectively.
• Ensure that all aspects of event are relevant to business and organized within 24 hours of receiving request.
• Meeting Management
• Minute taking for Sanlam Collective Investments and ABSA Fund Managers EXCO; distribute draft minutes & action items within 2 BD after the meeting.
• Compiling and distributing packs for SCI & AFM EXCO meetings, quarterly SCI F&R meeting; distribute packs within 4 BD prior to the meeting.
• Office Management
• Office cleaner and Kitchen suppliers (continuously)
• H/O Stationery (ad hoc)
• SCI Birthday and Condolences (daily)
• Fibre reimbursements & Other finance payments (monthly)
• SCI Data Cleanup (Distribution lists); once-off clean-off & quarterly review
• FICA
• Collate all responses obo SCI and submit to requester within 10 BD post receipt of request
• Collect rates and taxes documents of all EXCO members – every 3 months.
• Quarterly checks, UBOʼs and Director updates

• Scheduling regular meeting and recording decisions (assigned tasks and next steps)
• Breaking projects into doable tasks and setting timeframe.
• Creating and Updating workflows
• Conduct Risk Analysis
• Prepare and provide documentation to all relevant parties.
• Order resources – Equipment and Software
• Retrieve necessary information to support project plan.
• Track Expenses and Predict future costs.
• Monitor project progress and address issues.
• Coordinate quality controls to ensure requirements are met.
• Reporting on project performance
• Input initial Job setups and Change Order setups into operating system.
• Responsible for taking and updating minutes of monthly project review meetings.
• Preparation and issuance of Subcontract Agreements and Purchase Orders.
• Preparation and issuance of Subcontractor Change Orders and associated budget revisions.
• Processing of Submittals and updating of Submittal log if required.
• Assisting the Project Manager in processing all Requests for Information (RFIʼs), Request for Pricing, Service and/or Startup Requests if required.
• Assistance with project start‐up and close‐out activities
• Research and reconcile Subcontractor or Vendor invoice issues.
• Overseeing multiple CRM projects across various platforms.
• Project Management platforms

▪ Project portfolio Office

▪ Jira

▪ CRM

▪ MS Project

▪ Updating and managing contracts on BambooHR

▪ Managing leave (holiday, sick, overtime)

▪ Co ordinating induction and probation periods of all staff.

▪ Managing employee helpdesk – identify day to day help requirements and redirecting/tracking matters across organization.

▪ Managing disciplinaries and warnings

▪ Review annual performance and career path discussions.

▪ Identify performance objectives and tracking KPIʼs.

▪ Weekly wages and Monthly Salary – Collect timesheets, prepare excel and process.

▪ System: SimplePay

▪ Processing payroll transactions

▪ Update and proper recordkeeping of all payroll information

▪ Update employee information and files

▪ Process employee benefit transactions (e.g., health insurance, medical aid and retirement fund)

▪ Complete all UIF documentation including those for store audits.

▪ Add new employees – creating employees, rate updates, leave allocation and personal details updates.

▪ Terminate employees.

o Scheduling regular meeting and recording decisions (assigned tasks and next steps)

o Breaking projects into doable tasks and setting timeframe.

o Creating and Updating workflows

o Conduct Risk Analysis

o Prepare and provide documentation to all relevant parties.

o Order resources – Equipment and Software

o Retrieve necessary information to support project plan.

o Track Expenses and Predict future costs.

o Monitor project progress and address issues.

o Coordinate quality controls to ensure requirements are met

o Reporting on project performance

o Answering phone calls & WhatsApp Queries (receptionist)

o Creditors and Debtors Invoice filing

o CEO appointment management

o Creditors and Debtors

▪ Invoicing of final completion of jobs – Pastel Express

▪ Monthly statements

▪ Age Analysis

▪ Reconciling COD Suppliers

▪ Phone and email

o HR

▪ Contracts for new employees

▪ Disciplinaries

▪ Staff File – Update

▪ Leave

Weekly Reports – Pastel

▪ Back Orders, Age Analysis, Sales Journal

o Order Placement

▪ Stationery and Office Consumables

o Payroll – Pastel System

▪ Weekly wages and Monthly Salary – Collect timesheets, prepare excel and process

▪ System: Pastel/Sage 300 Accounting

▪ Processing payroll transactions – Loans, overtime and allowance

▪ Managing clocking system, importing hours to excel sheets and sage

▪ Update and proper recordkeeping of all payroll information

▪ Update employee information and files

▪ Process employee benefit transactions (e.g. health insurance, medical aid and retirement fund)

▪ Complete all UIF documentation including those for store audits

▪ Add new employees – creating employees, rate updates, leave allocation and personal details updates

Terminate employees

SARS and UIF submittings (handling of Efiling and UIF declaration)

o Build, train, manage, and maintain an effective day-to-day responsibility of:

▪ Customer refunds

▪ Payment fraud management

▪ Finance investigations of customer exception

o Engagement with internal stakeholders (Customer Service, Marketing) to align and scale business process

o Proactively identify and manage customer payment risks

o Investigate and resolve customer payment queries efficiently and timely

o Monitoring Payment systems and reporting of customer payment KPIʼs

o Investigating and troubleshooting systemic issues and escalating to internal stakeholders

o Work closely with payment providers to investigate exceptions and manage risks

o Managing Customer Refunds process end to end

o Resolving Payment partner and Bank related queries

o Ad hoc duties, as required within the finance department

● Monitoring assessments completed per week,

● Compiling daily and weekly trend report,

● Monitoring coachingʼs and

o Customer service calls and Emails

Aug 2020 - Mar 2022

o Providing and assisting Head of Customer Service

o Team Leader - HR Queries, Absenteeism discussions, Performance discussions, Deep dives on CSAT

o WBR – trends (strengths, pass rate, general trends, TCDs/line items) CSAT repOrt. Recommendations given.

o Scrubbing – Sales & Home Movers (Deep dive & Insight analysis)

o Support to the Operations team to share & drive CSAT as well as compliance improvement

o Monitor and report on Quality - Root-Cause, Resolution, Telesales & Home movers)

o Drive through improvement initiatives to implementation

o Support necessary functions to ensure new updates are successfully scoped and rolled out with all advisors and Team leaders

o Assist with compiling, analyzing and driving Contact Resolution improvement

o Provide operation with a weekly and monthly view of customer performance and identify the levers which will drive improvements

o Contribute to the development of reporting systems for all levels of the customer journey

o Assist in the development of robust quality improvement coaching and training processes to drive continuous improvement

▪ Provide clear insight into performance drivers and the levers which impact performance

o Host Calibration – UK or Agent forum

o Weekly reporting on agent surveys and client updates

o Agent quality monitoring results for both Sales & Home move, suggest possible actions and monitor adherence by TL and agents

o Compliance Analysis (Root-Cause, Resolution, Sales – Telesales and Home movers).

o CSAT Analysis (Root-Cause, Resolution, Trends)

● Monitoring assessments completed per week,

● Compiling daily and weekly trend report,

● Monitoring coaching and

● Checking QA rep's accuracy - Variances reports conducted on assessments

o Mentors & motivate team members on performance

Communicate company goals & deadlines - daily team huddles

• Manage cash activities
• Issue, receive and order of controlled stationary
• Control of high risk keys
• Collate all documents of float discrepancies
• Conduct random till spot checks
• Finalize and close off Cash Analysis
• Reconcile vouchers
• Scrutinize, reconcile and retain reports
• Capture in store voucher on recon assist
• Capturing of orders on Oracle.
• RECEPTION: Enquiries (telephonic or at counter), Switchboard (screening calls), Sign for goods received. Maintain general office tasks