Refiloe Makgwale Mohlala
Solution Owner
Randburg
Summary
Experienced results-driven professional, specializing in solution delivery, operational optimization and stakeholder management. Demonstrated expertise in solution design and digital transformation, successfully implementing cost-saving initiatives and mitigating revenue leakage through strategic innovation. I possess strong analytical capabilities, complemented by effective leadership, fostering enhanced customer satisfaction and streamlined financial services operations. Adept at navigating complex business environments, driving continuous improvement, and delivering sustainable value across portfolios.
Overview
17
17
years of professional experience
6
6
Certifications
Work History
Delivery Solution Owner
Standard Bank - Transactional Products And Services
09.2021 - Current
- Defining and aligning the SAP Banking Services solution designs with business objectives.
- Overseeing of daily solutions delivery ensuring all tasks were completed accurately and efficiently by team members
- Developed and maintaining strong relationships with internal and external stakeholders.
- Negotiating of contracts with service providers for better pricing and terms, reducing overall costs for the business.
- Achieved significant cost savings by implementing digital document distribution solutions across the Transactional Product and Services portfolio.
- Consulting with coverage and client experience teams to assess customer needs and propose optimal solutions.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Streamlined operational processes to improve efficiency for Tax season submission
- Improved team productivity by introducing innovative tools and techniques for Annual Price Reviews
Head Enterprise Payment Solutions
Standard Bank of South Africa
05.2021 - 08.2021
- A strategic leadership role responsible for overseeing the development, implementation, and optimisation of enterprise payment solutions.
- Enhanced operational efficiency, with streamlined payment processing, optimized transaction flows while improving customer experience
- Used strong analytical and problem-solving skills to enhance operational efficiency, with streamlined payment processing, optimised transaction flows while improving customer experience.
Payments Solution Designer
Standard Bank of South Africa
03.2015 - 04.2018
- Focused on designing and optimising payment solutions to enhance transaction efficiency, and user experience.
- Analysing of business requirements, developing payment frameworks to ensure seamless integration with financial systems.
- Successfully delivered complex projects involving large-scale data migration, system integration and infrastructure updates by employing proven solution design strategies.
Payments Value Chain Process Manager
Standard Bank of South Africa
04.2014 - 02.2015
- Overseeing and optimising the end-to-end payments value chain, to ensure seamless transaction processing, compliance, and operational efficiency.
- Collaborated effectively with Core Banking operational stakeholders to gather requirements, understand challenges, and develop tailored solutions that met their specific needs.
- Conducted thorough root-cause analyses for issues identified within processes, resolving problems quickly to prevent recurrence.
- Management of payment workflows, enhancing system integration, and driving improvements across financial processes.
- Implemented new technologies and streamlined process enhancements for continuous improvement opportunities, staying current with technological advancements.
- Created comprehensive documentation outlining procedures for each process step-by-step along with troubleshooting guides, ensuring consistency and best practices shared across teams.
Senior Service Delivery Manager
Standard Bank of South Africa
08.2012 - 03.2014
- Overseeing the delivery of IT services, ensuring operational efficiency, and maintaining high service standards.
- Managed IT service frameworks, optimizing performance, and ensuring alignment with business objectives.
- Collaborated with cross-functional teams to develop tailored solutions that met the Group Operational Shared Services SA and RoA requirements
- Improved service delivery efficiency by implementing new process improvements and monitoring key performance indicators.
- Delivered exceptional stakeholder experiences by proactively addressing concerns, resolving issues promptly, and maintaining a focus on stakeholder satisfaction.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Optimized resource allocation by assessing workloads and adjusting schedules based on project priorities and deadlines.
Service Delivery Manager
British American Tobacco
01.2012 - 07.2012
- Improved service quality, addressing stakeholder concerns promptly and professionally.
- Led cross-functional teams to achieve project goals on time and within budget.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Developed training programs to enhance employee skills and boost overall productivity levels for operational stakeholders.
IT Field Support Technician
Bytes Managed Solution
09.2008 - 12.2011
- Installed new workstations, servers, routers, switches, printers, scanners as part of ongoing technology refreshes.
- Conducted regular system backups to protect sensitive data from loss.
- Collaborated with team members to develop and implement IT infrastructure upgrades, ensuring optimal functionality.
- Managed helpdesk tickets effectively, prioritizing tasks based on urgency while maintaining excellent stakeholder service standards.
- Enhanced stakeholder satisfaction by providing timely and efficient technical support for various IT-related problems.
Education
Master of Management - Digital Business
Wits Business School
Johannesburg, South Africa 04.2001 -
PostGrad Diploma - Business Administration
Wits Business School
Johannesburg, South Africa 04.2001 -
Management Advanced Programme - Business Management
Wits Business School
Johannesburg, South Africa 04.2001 -
Higher Cert in Economics And Management Sciences - Economics, Business Management And Accountancy
UNISA
Pretoria 04.2001 -
IT Engineering Diploma - Information Technology
CTI
Randburg 04.2001 -
National Senior Certificate (NSC) -
Hoerskool Midrand
Midrand, South Africa 04.2001 -
Skills
Financial Acumen
Stakeholder and Client service Management
Operational & Process Optimization
Agile Methodology
Solution Design
Project and Delivery Management
Change Management
Team Leadership
Mentoring
Data Analysis
Crisis management
Problem-solving Decision-making abilities
Accomplishments
Achieved a R2.7bn reduction in the personal transactional debit balance book from R4.2 billion by implementation initiatives that include debit balance write-off automation, risk mitigation strategies such as real-time notification triggers, enhancements of payment flow designs and account remediation processes, with accuracy and efficiency.
Certification
Product Management the Amazon way
Timeline
Product Management the Amazon way
05-2024
Delivery Solution Owner
Standard Bank - Transactional Products And Services
09.2021 - Current
Head Enterprise Payment Solutions
Standard Bank of South Africa
05.2021 - 08.2021
Programme in Business Management
11-2020
Payments Foundation Certificate
05-2019
Programme in Production And Operations Management
01-2018
Agile Project Mangement PracticionerJob Title], [Company Name] - [Timeframe]
08-2016
Payments Solution Designer
Standard Bank of South Africa
03.2015 - 04.2018
Payments Value Chain Process Manager
Standard Bank of South Africa
04.2014 - 02.2015
ITIL IT Service Management Foundation
09-2013
Senior Service Delivery Manager
Standard Bank of South Africa
08.2012 - 03.2014
Service Delivery Manager
British American Tobacco
01.2012 - 07.2012
IT Field Support Technician
Bytes Managed Solution
09.2008 - 12.2011
Master of Management - Digital Business
Wits Business School
04.2001 -
PostGrad Diploma - Business Administration
Wits Business School
04.2001 -
Management Advanced Programme - Business Management
Wits Business School
04.2001 -
Higher Cert in Economics And Management Sciences - Economics, Business Management And Accountancy
UNISA
04.2001 -
IT Engineering Diploma - Information Technology
CTI
04.2001 -
National Senior Certificate (NSC) -
Hoerskool Midrand
04.2001 -