Rhulani Marelele
Operational Oversight Specialist
Johannesburg
Summary
Forward-thinking Operational Oversight Specialist bringing six years of expertise in Offshore Unit trusts. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Heads up team of three people, ensuring that daily targets are met, adherence to legislative requirements. I.e., FICA, POPIA and AML, and ensuring that service level agreements are met at all times. Work closely with the Jersey team to ensure that all legislative requirements are met though annual reviews of client due diligence.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Operational Oversight Specialist and Team Leader
STANLIB
Johannesburg
11.2020 - Current
- Monitoring and reporting on Daily Cash Management reports
- Daily monitoring, managing, and reporting on SLAs through pivot table
- Evaluated transactions and reporting for adherence to applicable regulatory guidelines and data integrity.
- Daily monitoring of dashboards (i.e., AWD, Emails, open instructions dashboard.) Weekly queue age analysis and reporting
- Allocation of cases and emails
- Approving CAT 2 New business, ensuring that enhanced due diligence has been performed, and adherence to AML and FICA legislations
- Approving CAT 2 Estate late Redemptions
- Approving CAT 2 call backs for transactions that are above floor limit, or new banking details
- Telephonic and face to face engagements with financial advisors
- First level escalation resolution
- Complaints resolution and complaints register update
- Analyzing of Query reporting
- Interpreted clients' needs and introduced services to fit specific requirements.
- Internal Control reporting
- Make recommendations to management to improve existing administrative workflow and procedures
- Monthly maintenance testing on all systems
- Preparing training material on offshore unit trusts for training my team and other client servicing teams. i.e., contact center, broker support, priority broker support
- Arranging and providing biannual training on offshore unit trust investments to other client servicing teams. i.e., contact center, broker support, priority broker support
- Biweekly Service review meetings with stakeholders
- Monthly relationship meeting with stakeholders
- Weekly team meetings to discuss SLA, client complaints and how to improve on deliverables
- Created and delivered presentations to internal and external stakeholders to showcase work.
- Conducted regular reviews of operations and identified areas for improvement.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Quarterly one on one meeting team members to discuss progress on their KPI and PDP
- Yearly review on all forms, making recommendations on required updates and engaging with relevant stakeholders for required updates
- Drafting and updating frequently asked questions on offshore unit trust investments for advisors and clients
- Part of discussions for projects being undertaken
- Arranging resourcing for testing during roll out of new systems and system updates.
- Followed all company policies and procedures to deliver quality work.
- Attended training programs to deepen professional skillset and assisted in training my team on existing and new training programs.
Offshore Unit Trust Administrator
STANLIB
07.2018 - 09.2021
- Performing enhanced due diligence on all new business
- Quality check on all rejected instructions
- Daily monitoring of unallocated funds report and ensuring that funds are allocated
- Daily Monitoring of creditors report to ensure that all redeemed funds are paid within agreed SLA
- Daily monitoring of rejections on AWD and reaching out for outstanding requirements where necessary
- Performing daily controls and resolving all discrepancies
- Client account reconciliations
- Developing and maintaining relationships with clients, brokers, and client liaison officers
- Verbal and written correspondence to clients and brokers
- Managing mailbox, investigating, resolving, and providing feedback on queries.
- Evaluated transactions and reporting for adherence to applicable regulatory guidelines and data integrity.
- Gained extensive knowledge in data entry, analysis and reporting.
- Proven ability to develop and implement creative solutions to complex problems.
- Paid attention to detail while completing assignments.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Learned and adapted quickly to new technology and software applications.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Unit Trust Oversight Administrator
STANLIB
08.2017 - 07.2018
- Escalating repurchases (Investigate, resolve, and provide query feedback)
- Liaising with financial advisers/clients regarding outstanding documents and client servicing queries
- Developing and maintaining relationships with clients, brokers, and client liaison officers
- Escalating new business queries (investigating if funds were allocated correctly, under correct fund class, given correct value date with correct broker fee
- Quality check on all instructions.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Foreign Exchange Consultant
First National Bank
02.2016 - 01.2017
- Performing quality check on foreign currency account application forms
- Submitting client's application for opening
- Sending confirmation of opening of accounts to clients
- Investigating contents of swift messages and handing them out to all relevant departments
- Responding to some queries sent as swift messages
- Administration of Foreign exchange box (email), with queries for entire query department, investigating emails as well as responding to client queries
- Shortly processed inward payments.
Education
National Diploma -
University of Johannesburg
Johannesburg 04.2001 -
Certificate in Management Development -
Milpark Business School
Johannesburg 04.2001 - 01.2016
National Diploma: Accounting - undefined
University of Johannesburg
Matric - undefined
Leshata Secondary School
Skills
Knowledge of processes
undefinedCertification
Certificate in management development
Skills And Other Information
MS Word, MS Excel, MS Power Point, Knowledge of Silica, AWD, LOB
Personal Information
ID Number: 9301140246086
References
Available on request
Timeline
Operational Oversight Specialist and Team Leader
STANLIB
11.2020 - Current
Offshore Unit Trust Administrator
STANLIB
07.2018 - 09.2021
Unit Trust Oversight Administrator
STANLIB
08.2017 - 07.2018
Foreign Exchange Consultant
First National Bank
02.2016 - 01.2017
National Diploma -
University of Johannesburg
04.2001 -
Certificate in Management Development -
Milpark Business School
04.2001 - 01.2016
National Diploma: Accounting - undefined
University of Johannesburg
Matric - undefined
Leshata Secondary School
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