Patience Makhaye
Mulbarton
Summary
I am a highly motivated and adaptable professional with a strong work ethic and excellent interpersonal skills. My expertise in operational risk management and governance has equipped me with a diverse skill set. I thrive in fast-paced environments and can effectively work independently.
Overview
11
11
years of professional experience
Work History
Group Fraud Risk Advisor
Standard Bank SA – NFR
1 2024
- Provide management support and oversight for Fraud Risk integration within the segment
- Manage Fraud Risk Assurance, NFR assessment initiatives, and Risk-based Control projects
- Lead a team of four fraud risk assurance advisors, providing guidance, support, and clear expectations to achieve team objectives
- Ensure alignment of Fraud Risk Advisory activities with Group Risk principles and policies
- Integrate Fraud Risk with Non-Financial Risk tools and requirements, acting as an RMP leader and super user
- Conduct research and data analysis to support fraud risk advisors, including SABRIC questionnaires and Gartner checks
- Maintain and update RMP libraries and tools.
Group Non-Financial Risk Manager - Governance and Standards
Standard Bank SA
03.2019
- Leads the development of the Group Non-Financial Risk Framework, policies, standards, methodologies, taxonomies and embedment thereof in technology, tools, data and processes through the partnership with stakeholders
- Custodian of the NFR Management framework by sharing the risk management framework and methods proactively through participation and involvement in employee orientation sessions, training, awareness programmes
- Design and oversee the rollout of risk training and awareness across functional areas to enhance adoption and understanding thereof
- Develop, maintain and ensure approval of the Group wide Non-Financial Risk Governance documents and administration on Standard Bank toolbox
- Promotes sound risk governance processes and operational processes by developing and maintaining key relationships in the operational risk areas
- Support Scenario analysis from a risk governance point of view
- Communicate industry developments to Integrated Operational Risk
- Oversee changes to system to ensure alignment with regulatory requirements and related internal governance landscape as well as ensure involvement of all necessary stakeholders in change management.
Analyst, Awareness, Training & Comms
Standard Bank SA
08.2018 - 03.2019
- To establish and manage, a coordinated and aligned communication, education and training plan for all risk types that form part of Integrated Operational Risk
- Ensuring a risk aware culture in line with the Standard Bank code of ethics and values and also ensure the effective roll out of the Integrated Operational Risk’s communication and Awareness, across all geographies that Standard Bank operates within.
Team Leader – GFCC: Application Fraud
Standard Bank SA
08.2017 - 07.2018
- Responsible for providing effective leadership to a centralised operational team
- To work towards achieving industry best practice within fraud operations by building a pro-active and multi-skilled team capable of consistent, timely and efficient execution of prescribed policies and procedures aligned to the GFCC Application fraud operations within the Group business
- Execute and contribute to changes in operational processes based on impact analysis and trends received from Insights and Analytics team
- Support and implement training interventions to address performance/development gaps, aligned to talent and succession planning, ensuring alignment to learning and development and bursary and training policies under the guidance and direction of the manager
- Guarantee guidelines/ policies and procedures in place are followed, whilst continuously investigating process improvements with the view to constantly improving productivity and quality of work produced in Centralised Fraud Operations
- Understand fraud trends, identify solutions to manage and mitigate the current patterns and apply a consultative and collaborative (within the team) role in activities pertaining to financial crime control.
Team Leader – GFCC: Card Fraud Detection
Standard Bank SA
01.2016 - 07.2017
- Engage in operational, change and implementation activities and work closely with the Project team in implementing new projects/systems and system testing post implementation
- Stakeholder engagement regarding fraud analysis, Harness appropriate input, guidance or assistance timeously when needed
- Liaison with management and other departments on fraud trends and prevention methods
- Identify losses due to errors or fraud detection in the department and provide required information for successful logging of the risk and loss events
- Support and implement training interventions to address performance/development gaps, aligned to talent and succession planning, ensuring alignment to learning and development and bursary and training policies under the guidance and direction of the manager
- Preparing of MANCO reports and presentation
- Manage day-to-day capacity, leave, attendance and overtime plans.
Team Leader
ABSA Vehicle Finance Services
01.2014 - 12.2015
- Manage service levels as per service level agreements in collaboration with Work Force Management, escalate potential or actual variances
- Address all deviations through suitable coaching and/or applicable Human Resources policy and procedures
- Manage internal systems requirements for new and existing staff e.g
- SAP requirements
- Communicate updates on all relevant policies, procedures and circulars to the direct reports
- Build strong and productive relationships with product houses and business units
- Manage high performing team by conducting daily and weekly staff engagement sessions
- Develop and maintain portfolio of evidence to support the formal performance and development discussions
- Coach and mentor to improve overall service and productivity performance
- Manage own and direct reports development in line with FAIS requirements
- Manage day-to-day capacity, leave, attendance and overtime within team.
CIBW Customer Service Consultant
ABSA Capital
11.2012 - 01.2014
- Act as the first point of contact for transactional and administrative banking issues to external Clients
- Co-ordinate resolution of Client queries requiring services provided from other areas of the Group where appropriate and monitor outcome
- Identify opportunities to introduce Client service improvements, and provide sales leads
- Liaise with Stakeholders for resolutions which is not within the mandate of the CSC Consultant
- Escalate a client requirement to the Trio Team where support is required
- Build and maintain strong relationships and good network of contacts with both internal and external clients
- Utilise full range of ARBB systems available to ensure Client satisfaction at first contact wherever possible.
Customer Care Consultant
ABSA Home loans External Client Service
10.2007 - 11.2012
- ABSA Home Loans External client services - Customer care consultant
- Multi-tasking on both Inbound and Outbound Call Centre
- Inbound agent - Solving requests on incoming calls on agreed SLA times from branches, attorneys, clients and builders
- Accurately log details of caller interactions
- Outbound agent - Investigating service failures and non-first call resolution queries and requests sent by inbound agents, and emails from clients, branches and doing maintenance on client accounts on proper requests, for example Capitalisation of Lump sum Money Paid and Recalculation of interest.
Education
Post Graduate Diploma in Management Practices NQF8 -
Henley Business School Africa
01.2023 -
Post Graduate Diploma in Risk Management NQF8 - undefined
MANCOSA
BBA – Bachelor’s degree in business administration - undefined
UNISA
National Certificate: Financial Markets & Instruments AFM - NQF 6 - undefined
Academy of Financial Markets
National Certificate: Banking Sales and Relationship Management - NQF5 - undefined
BANKSETA
Short course in HR Hiring practices – NQF 6 - undefined
UNISA
Matric Certificate - undefined
Freedom Community College
Skills
Deciding and initiating action
Learning and researching
Entrepreneurial and commercial thinking
Relating and networking
Adapting and responding to change
Persuading and influencing
Creating and innovating
Tel
011 631 5295
Professional Development
- White belt accredited – Lean and six sigma methods
- Leadership and Management skills
- Microsoft excel, word, power point, outlook skills
- Communication and Customer service skills
Personal Information
Date of Birth: 10/24/88
References
- Hettie Booysen, NFR Head - Operational Risk, 082 413 7400
- Linda Jaka, Senior Manager – Operational Risk, 083 686 1531
- Jeanette Masikane, Manager – Application Fraud, 073 4472827
- Dorothea Swanepoel, Team leader – Home loans, 082 730 2151
Timeline
Post Graduate Diploma in Management Practices NQF8 -
Henley Business School Africa
01.2023 -
Group Non-Financial Risk Manager - Governance and Standards
Standard Bank SA
03.2019
Analyst, Awareness, Training & Comms
Standard Bank SA
08.2018 - 03.2019
Team Leader – GFCC: Application Fraud
Standard Bank SA
08.2017 - 07.2018
Team Leader – GFCC: Card Fraud Detection
Standard Bank SA
01.2016 - 07.2017
Team Leader
ABSA Vehicle Finance Services
01.2014 - 12.2015
CIBW Customer Service Consultant
ABSA Capital
11.2012 - 01.2014
Customer Care Consultant
ABSA Home loans External Client Service
10.2007 - 11.2012
Group Fraud Risk Advisor
Standard Bank SA – NFR
1 2024
Post Graduate Diploma in Risk Management NQF8 - undefined
MANCOSA
BBA – Bachelor’s degree in business administration - undefined
UNISA
National Certificate: Financial Markets & Instruments AFM - NQF 6 - undefined
Academy of Financial Markets
National Certificate: Banking Sales and Relationship Management - NQF5 - undefined
BANKSETA
Short course in HR Hiring practices – NQF 6 - undefined
UNISA
Matric Certificate - undefined
Freedom Community College
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