LAURELLE PILLAY
Global Client Implementation Manager
Johannesburg
Summary
Dynamic and motivated Global Client Implementation and Service Manager with over 20 years of extensive banking experience and a proven record of fostering and managing client relationships while delivering complex projects from conception to completion on an international scale. Adept in articulating client solution maps for top-tier clients, driving onboarding processes to achieve significant increases in transactional volume, and ensuring successful post-implementation utilization.
Highly organized and dependable, I excel in communicating effectively across all levels, both internally and within client environments, ensuring alignment and clarity throughout project lifecycles. My expertise includes strategic project management, the development and execution of client value propositions, and the enhancement of client engagement collateral.
I possess a strong ability to prioritize client delivery in alignment with strategic revenue objectives, manage client expectations, and minimize risks to maximize timely revenue opportunities. My experience has further equipped me with the ability to effectively drive innovative solutions that enhance client experiences, streamline operational processes, and maintain strict adherence to governance frameworks and compliance requirements.
With a solid foundation in influencing without authority and delivering impactful communication, I continuously strive to enhance leadership capabilities while enabling teams and clients on their journey to self-sufficiency. I am committed to driving a superior service culture, leveraging comprehensive client solutioning strategies and fostering long-term relationships that lead to mutual growth and success.
Overview
1826
1826
years of professional experience
15
15
years of post-secondary education
5
5
Certifications
Work History
Global Client Implementation and Service Manager
Standard Bank Group
Johannesburg
07.201 - Current
- Company Overview: CIB Transactional Products and Services
- Articulation of Client Solution Maps for Top Tiered Clients across the chosen markets
- Drive positive increase in transactional volume by realising projected volumes and additional business attainment through disciplined and focused client on-boarding
- Monitor and manage and drive post implementation utilisation realisation in line with 90% of projected volumes
- Demonstrate reduced mandate to money turnaround times through proven and consistent solution execution, through use of effective client solution maps and standardised capability templates, operating models and frameworks; as well as effective, consistent and regular communication and reporting implemented on strategic platform
- Prioritise and manage client delivery in line with strategic revenue objectives
- Manage client expectation, commitment and delivery in line with solution capability and minimise impact and maximise timely revenue on-boarding opportunities
- Participate in the enhancement and streamlining of collateral for client engagement
- Drive the use of comprehensive Client Solutioning collateral to fully understand client requirements and ecosystem opportunities
- Identify and implement universal banking capabilities across 2 clients per market for assigned implementations
- Plan, manage, report and deliver on-boarding projects across the channel landscape
- Plan, manage, report and deliver migration of assigned Namibia Clients with seamless transitioning with protection of client value
- Effective usage and adherence to our agreed Standard Operating Models and Implementation frameworks (including solutioning collateral)
- Drive a superior service culture by proactive involvement of all parts of the value chain in delivering to the client
- Effective and timely client communication and reporting including internal stakeholder and dashboard reporting
- Reduced client service query trends, incident and stability management trends, query resolution and future remediation
- Enablement of countries on our journey to self sufficiency
- Purpose intended country and client visits
- Drive innovative solutions to improve client experience, simplicity and agile delivery
- Ensure effective governance frameworks for all products / channel is in place and adhered to as per TPS governance framework
- Drive zero tolerance in adherence to legal agreements; take on documents and client setup in line with internally agreed frameworks and controls
- Ensure solution and security controls are highlighted to client and managed and implemented in line with good business practice, audit requirements and reporting of any anomalies/exceptions
- Ensure clients are well aware of their obligations in respect to the management and administration of user rights, access levels and limits
- Assignment and participation in GTB client teams/CST's
- Facilitate engagement and drive to deliver on ICBC requirements and plans - FX Payments and 200 clients
- Drive client experience as a core measurement through effective feedback and improvement
- Improved Depth and breadth of overall Knowledge through Product/Channel Changes, Enhancements and Project Implemented
- CIB Transactional Products and Services
Segment Manager
Standard Bank Group
Johannesburg
04.201 - 06.201
- Company Overview: PBB, Business Banking Customer Offerings
- Segment Analytics and Insights Management
- Be the point of reference for the whole organisation about the relevant segment to educate, act as their conscience, quantify and qualify
- Engage with all the business units on an ongoing basis to ensure that they are aware of and understand what the implications of customer focus for them are
- Set up and align existing projects/work streams to support customer segment strategy, experience principles and execution tactics/activities
- Understand profitability drivers and cost to serve the customers in the market and by sub-segment
- Understand of the sub-segment market size, growth, market shares, potential, customer profiles and requirements and profitability relative to South African business market
- Ensure that stakeholders are aware of what the customer perspective brings and what the benefits to them are
- Counter-balance the product centric tendencies in the organisation Strategy Development & Deployment
- Drive customer focus within product, distribution, channel, marketing, sales and service
- Develop a deep customer insight of the medium to large sized business market
- Continually be responsible for enriching the picture of customers in the segment by scanning external market information, adding internal behavioural information and research conducted in the organisation and commissioning additional market research where this is appropriate
- Understand and define customer needs and behavior in terms of product preferences, service models required, delivery channel preferences, competitor activity and offerings for the segment
- Customer value proposition development and CVP sub-strategies
- Identify potential 'white space' in the market
- Critically review the current offerings for the segment on an ongoing basis to identify opportunities for improvement and development
- Engage fully with the relevant business units at all stages of value proposition development
- Translate the value propositions into actionable activation strategies in conjunction with the relevant business units
- Handover to the relevant business owner if a single unit is involved or where it is absolutely clear who will be driving the implementation
- Involve the necessary stakeholders at all points in the process
- Follow up on the process of implementation at regular intervals
- Remain available to the business owner on an advisory/consulting basis throughout the implementation process
- Represents or project manages initiatives on behalf of Segment Head as required in support of retail bank objectives i.e
- Focus on the customer
- Work with boarder personal and business markets team to ensure non-silo approach to value proposition development and execution
- Growth and Development
- Continually aim to improve on strategic thinking ability in terms of segment management
- Developing/influencing senior peer group
- Working group management, specifically directing, shaping and influencing work with a key focus on contributing to development of others
- Project Manage implementation
- PBB, Business Banking Customer Offerings
Business Support Analyst
Standard Bank Group
Johannesburg
05.200 - 03.201
- Company Overview: PBB, Vehicle and Asset Finance, Strategy and Business Support
- Provide support to ensure sound business understanding by producing relevant, thorough and accurate analytics that will assist in making the most effective decisions
- Quantitative analysis of the VAF business in order to produce value adding insights & suggestions
- Manage the analysis, interpretation and dissemination of daily/monthly MIS as well as Executive reports, Business Unit Management (BUM) packs and other regular report packs
- Manage the entire analysis and reporting process to ensure strategic value add to the business
- Develop financial models such as ROE, product, pricing
- Responsible for assisting in the construction of the budgeting and revised estimate process through the sound interpretation of the analysis
- Provide strategic input regarding the various VAF portfolios
- Quantitative analysis of the various components of the VAF business such as process, credit, pricing, sales, operations and product
- Identify trends and contribute towards corrective actions timeously
- Understand how systems can be leveraged to optimize business returns
- Knowledge and understanding of the regulatory environment governing financial services in the Financial Sector
- Challenge the status quo and to execute changes as appropriate
- Demonstrate ability to exercise judgment in resolving problems appropriate to the position
- Develop and 'sell' recommendations that will address risks and opportunities and project manage implementation
- Play a pivotal support role in standardising operational processes and procedures across operations
- Undertaking and researching process improvement projects, including performing the analysis, recommendation, proof of concept, user acceptance testing and implementation activities
- Engaging with other support departments, such as IT, Legal, Operational risk, etc, with respect to the impact of project recommendations, as well as implementation of suggestions
- Leading project team members as and when required
- Assume ownership of all optimised entrenched processes and manage change to process effectively and efficiently
- Decision making
- Consider all the facts, options and possible outcomes prior to making decisions
- Act quickly upon potential opportunities and take the initiative within limits of authority
- 'On the spot' problem analysis and decision-making
- See the 'bigger picture' and think at a systems level
- PBB, Vehicle and Asset Finance, Strategy and Business Support
Operations Analyst
Standard Bank Group
11.2007 - 05.2009
- Company Overview: PBB, Vehicle and Asset Finance, Integrated Processing
- PBB, Vehicle and Asset Finance, Integrated Processing
Customer Liaison Officer
Standard Bank Group
09.2005 - 10.2007
- Company Overview: PBB, Vehicle and Asset Finance, Customer Contact Centre
- PBB, Vehicle and Asset Finance, Customer Contact Centre
Quality Assurance Officer
Standard Bank Group
08.2004 - 09.2005
- Company Overview: PBB, Vehicle and Asset Finance, Operations
- PBB, Vehicle and Asset Finance, Operations
Processing Clerk
Standard Bank Group
02.2003 - 08.2004
- Company Overview: PBB, Vehicle and Asset Finance, Operations
- PBB, Vehicle and Asset Finance, Operations
Education
BCom - Business Management
UNISA
Pretoria 01.2012 - 12.2024
Diploma - Business Analysis
Faculty Training Institute (FTI)
Johannesburg 01.2009 - 12.2009
Diploma - Project Management
College Campus
Johannesburg 01.2009 - 12.2009
Skills
Client Relationship Management
Project Management
Analytical and Strategic Thinking
Technical and Operational Proficiency
Leadership and Collaboration
Client Experience Focus
Domain Knowledge
Short Courses
- Standard Bank of South Africa Global Leadership Centre, 2012, Management Essentials
- Standard Bank of South Africa, 2012, Conflict Resolution
- Standard Bank of South Africa, 2013, Communication Skills
Certification
Gordan Institute of Business Science, 2013, Scenario Planning and Strategic Thinking
Dependants
2
Business Language
English
Personal Information
- ID Number: 850704 0083 087
- Gender: Female
- Nationality: South African
- Driving License: Code 8
- Marital Status: Married
Timeline
BCom - Business Management
UNISA
01.2012 - 12.2024
Diploma - Business Analysis
Faculty Training Institute (FTI)
01.2009 - 12.2009
Diploma - Project Management
College Campus
01.2009 - 12.2009
Operations Analyst
Standard Bank Group
11.2007 - 05.2009
Customer Liaison Officer
Standard Bank Group
09.2005 - 10.2007
Quality Assurance Officer
Standard Bank Group
08.2004 - 09.2005
Processing Clerk
Standard Bank Group
02.2003 - 08.2004
Gordan Institute of Business Science, 2013, Scenario Planning and Strategic Thinking
Standard Bank of South Africa, 2008, Six Sigma – White Belt
Standard Bank of South Africa, 2008, Six Sigma – Yellow Belt
High Performance Learning, 2008, MS Project
Damelin Eden College, 2007, FAIS
Global Client Implementation and Service Manager
Standard Bank Group
07.201 - Current
Segment Manager
Standard Bank Group
04.201 - 06.201
Business Support Analyst
Standard Bank Group
05.200 - 03.201
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