Nomfundo Nkosi

• Develop and execute an operations strategy aligned with commercial objectives, focusing on lean processes and digital adoption.
• Drive business transformation and process improvement initiatives.
• Lead risk management and ensure regulatory compliance.
• Optimize governance, risk controls, and client onboarding for operational resilience.
• Promote a customer-centric culture and enhance customer experience using feedback mechanisms.
• Manage third-party suppliers for contract compliance and operational effectiveness.
• Mentor and develop team members while fostering continuous improvement.
• Engage and collaborate with stakeholders, including regulators and partners, to achieve strategic alignment.
• Led Regulatory Programme Implementation: Delivered a strategic initiative focused on adverse media screening, enhancing compliance and customer risk profiling.
• Enabled System Transformation: Spearheaded process re-engineering and risk governance for the Avalon system change project, while mobilizing frontline teams to serve as adoption champions and feedback conduits.
• Protected Business Reputation: Minimized reputational risk through effective complaint resolution frameworks and proactive stakeholder engagement.
• Elevated Customer Experience: Designed and executed strategies that consistently maintained Customer Experience Index scores above 90, positioning the business in the ‘Good to Excellent’ performance range.
• Advanced Operational Efficiency: Identified and scoped robotic process automation (RPA) opportunities to streamline workflows and unlock measurable productivity gains.

• Ensured compliance with operations management policies and governance frameworks.
• Developed strategic scenario plans through horizon scanning to inform business resilience.
• Cultivated a proactive risk culture, enabling open dialogue on operational risk.
• Defined and cascaded operations strategy aligned with functional and enterprise goals.
• Led operational excellence initiatives, driving continuous improvement across core processes.
• Acted as a strategic bridge between business and technology to deliver change programmes that enhance efficiency and support strategic objectives.
• Oversaw implementation of Group Risk and Compliance standards within operational environments, ensuring alignment with risk appetite.
• Managed stakeholder engagement across regulators, suppliers, clients, service providers, and internal entities.
• Directed people development through coaching, mentoring, and performance management to support business outcomes.
• Governed key activities including performance tracking, reporting, and audit readiness.
• Administered unit budgets, ensuring financial discipline and strategic resource allocation.
• Customer Experience Turnaround: Reinvigorated the customer agenda, driving a Net Promoter Score (NPS) improvement from -9 to +12, reflecting enhanced client satisfaction and loyalty.
• Risk Capability Innovation: Established a first-line specialist risk consulting function servicing all three business units, strengthening operational resilience and proactive risk management.
• Technology-Driven Risk Mitigation: Identified and addressed vulnerabilities in ageing commission administration infrastructure by implementing modern technology solutions, reducing operational risk.
• Regulatory Compliance Delivery: Successfully met key regulatory obligations related to FICA, ensuring full compliance and safeguarding business reputation.

• Oversight of operational risk across Relationship Banking, aligned with enterprise frameworks.
• Promotion of a proactive, transparent risk culture.
• Strategic advisory on risk deliverables and alignment with Group Risk calendar.
• Assessment and challenge of operational risk exposures against approved appetite.
• Enablement of control environment monitoring and targeted mitigation.
• Management of key risk metrics including RCSAs, KRIs, and loss data.
• Execution of deep-dive reviews, assurance tracking, and remediation oversight.
• Contribution to enhanced risk standards, processes, and procedures.
• Compliance with risk training requirements across business units.
• Budget planning and cost control to optimize resource use.
• Leadership of Business Risk Managers, driving performance and development.
• Established a dedicated risk team to provide strategic guidance and oversight across business units and functions of RB.
• Embedded a strong risk culture by promoting business ownership and structured response planning.
• Strengthened management control through proactive and timely risk issue resolution.
• Advocated for a specialized first-line risk function; secured structural and budgetary approval post-tenure, ensuring long-term sustainability of risk capability.

• Led first-line risk oversight, ensuring a robust control environment and effective management control across RBB Operations.
• Directed the implementation and embedment of the Enterprise Risk Management Framework (ERMF).
• Oversaw governance, risk reporting, and regulatory alignment activities.
• Managed and developed a team of six Governance and Control Heads to deliver divisional objectives.
• Ensured timely remediation of assurance findings and control issues.
• Supported business executives in resolving and sustainably closing risk items.
• Contributed to the design and rollout of enhanced risk management standards, processes, and procedures.
• Strengthened the Management Control Approach across RBB Operations, driving measurable improvements in oversight and accountability.
• Established governance forums aligned to the Enterprise Risk Management Framework (ERMF), embedding structured risk dialogue across operational units.
• Achieved a 90% reduction in overdue audit issues, significantly enhancing compliance and control effectiveness.
• Chaired the RBB Combined Assurance SteerCo, unifying governance functions under a common taxonomy and risk view to promote integrated oversight and strategic alignment.

• Oversaw daily operations of Absa Consultants & Actuaries and Absa Estates and Trust Services across South Africa, ensuring seamless service delivery and operational integrity.
• Acted as a strategic enabler to drive operational efficiencies, cost reduction, and process optimization.
• Managed high-impact stakeholder relationships across internal business units and external partners, reinforcing trust and collaboration.
• Exercised commercial decision-making authority on Financial Crime Exits at the business unit level, balancing risk and reputational considerations.
• Led and developed teams to achieve peak performance, foster professional growth, and deliver on transformation and inclusion targets.
• Led the successful disposal of Absa Consultants and Actuaries (ACA) operations, ensuring continuity and compliance.
• Delivered R150K in cost savings through national office relocations impacting 180 staff.
• Improved revenue collections by R53K in Wills Safe Custody via SMS functionality rollout.
• Made commercial decisions on Financial Crime Exits at business unit level.
• Negotiated vendor contract revisions to introduce cost-efficient overtime billing.
• Promoted two colleagues into junior management roles, supporting talent growth.
• Redeployed 60% of COO staff post-ACA disposal, mitigating retrenchments and preserving institutional knowledge.
• Served as executive board committee member for ACA and Absa Estates and Trust Services.

• Embedding the Enterprise Risk Management Framework (ERMF) across business units to strengthen operational resilience.
• Proactively identifying and assessing significant risks, and driving the formulation of targeted remediation plans.
• Leading governance and control conversations with internal and external stakeholders to ensure transparency and alignment.
• Managing a team of Control Officers to cultivate risk awareness and embed effective control practices across the business.
• Overseeing regulatory engagements and ensuring robust reporting controls are in place and consistently maintained.
• Reviewing the commercial viability of Business Introducers, including High Risk and Politically Exposed Persons (PEP) assessments, and presenting findings to the Business Introducers Committee (BIC).
• Managing Financial Advisory and Intermediary Services (FAIS) control activities and reporting outcomes to relevant governance and oversight committees.
• Secured a satisfactory rating for the Fiduciary Control Environment, reflecting strong governance and operational discipline.
• Achieved a positive Internal Audit outcome for the Absa Pension Fund, affirming compliance and control effectiveness.

• Oversee the tracking and resolution of customer complaints, including regulatory matters, ensuring timely and satisfactory closure.
• Supervise inbound service centre performance, benchmarking against industry standards to maintain service excellence.
• Conduct quality assessments of telephonic customer engagements, ensuring alignment with Treating Customers Fairly (TCF) principles and Conduct Risk expectations.
• Review outbound business communications to evaluate clarity, relevance, and alignment with customer expectations.
• Identify behavioral trends and soft skill gaps, implementing targeted training and awareness initiatives to enhance frontline engagement.
• Advise Learning & Development on technical skill gaps and recommend process improvements to custodians for operational efficiency.
• Partnered with Consulta to analyze customer verbatim feedback, leading to a 5% reduction in perceived effort and improved ease of doing business.
• Elevated Net Promoter Score (NPS) by 17% and Customer Experience Measure (CEM) by 5 basis points through targeted service enhancements.
• Achieved a 53% reduction in customer complaints by streamlining processes and addressing root causes.

• Lead the national implementation of the Information Risk Management (IRM) Policy, encompassing Records Management, Information Security, Logical Access Management, and Data Privacy, through a network of 10 business IRM representatives.
• Facilitate targeted training and awareness sessions to embed policy understanding and practical application across business units.
• Report on business maturity and compliance levels related to IRM policy adoption to Absa Financial Services (AFS).
• Ensure accurate maintenance of critical business records and application of appropriate retention policies.
• Manage relationships with external records management vendors (Docufile & Metrofile), ensuring service delivery against SLAs and escalating deviations where necessary.
• Serve as the central point of coordination for external record storage and retrieval, including national reconciliation and payment of supplier invoices.
• Successfully rolled out and embedded the IRM Policy nationally within 10 months, strengthening compliance and operational discipline.
• Achieved a green rating on operational risk indicators for IRM, reflecting effective governance and control.
• Initiated a Proof of Concept (PoC) with an external supplier to automatically encrypt customer communications containing personal data, enhancing data privacy safeguards.
• Delivered R50K in cost savings by overseeing the destruction of expired records held by external vendors.
• Reduced accommodation costs by R66K through consolidation of on-site storerooms and improved records management efficiency.

• Conduct assurance reviews on pension fund administration processes to ensure compliance and operational integrity.
• Perform weekly quality checks on system-loaded share prices to validate accuracy and consistency.
• Identify and communicate control issues to Risk Consultants, providing actionable recommendations for resolution.
• Monitor and track open issues through to closure, ensuring timely remediation and governance alignment.
• Completed all planned assurance reviews and effectively communicated internal control findings to relevant stakeholders.
• Contributed to end-user testing by recommending automated and enhanced controls prior to user acceptance, strengthening process integrity and risk mitigation.

• Assist with audit procedures, financial statement preparation, and tax compliance tasks.
• Perform bookkeeping duties, reconciliations, and transaction testing.
• Engage with clients to gather documentation and clarify financial queries.
• Ensure adherence to SAICA’s ethical standards and professional conduct.
• Participate in structured training and assessments toward the CA(SA) qualification.
• Contribute to internal control evaluations and risk assessments during engagements.

• Administer the complete member withdrawal process, including fund disinvestment, tax directive application, and accurate payout of proceeds in compliance with regulatory requirements.
• Resolve customer complaints and queries with professionalism and efficiency, ensuring a positive client experience and adherence to pension fund rules and service standards.

• Conduct quality checks and accurately load home loan application forms received from bond originators and internal Standard Bank branches, ensuring completeness and compliance with processing standards.
• Request property valuations for loan applications linked to existing bonds, supporting credit risk assessment and decision-making processes.

In progress

• Completed Coursework: Managing Processes, Managing Financial Resources, Managing People, Strategy, International Business, Strategic Marketing, Personal Development Year: 2024-2025

Study Abroad: Generative AI - Alba Business School,Greece - Athens.