Sharon Rousseau

Compliance & Regulatory Oversight:

• Managed onboarding and offboarding of advisers, supporting accurate maintenance of the FSCA regulatory register.
• Maintained adviser Fit and Proper records, ensuring all outstanding documentation and compliance requirements were obtained.
• Coordinated appointments and closures for local and offshore sub-agents across Africa.
• Oversaw local and offshore client transfers in compliance with regulatory and internal standards.
• Administered online platform access for advisers, compliance, and commissions teams.
• Conducted quarterly reconciliations and processed closures related to regulatory records and broker codes.
• Tracked and maintained Continuing Professional Development (CPD) records for all representatives on the register.
• Led efforts in certifier access management, signatory maintenance, and offshore onboarding documentation.
• Managed Terms of Business processes, submitting applications for local and offshore providers, as well as training respective Compliance members on the same.

Systems & Process Management:

• Headed the Africa region SharePoint migration from OneDrive, including updating and migrating all documentation, setting permissions, creating folder structures, and maintaining access.
• Developed internal software tools and process enhancements in a personal capacity to streamline operations and improve internal workflow efficiency.
• Maintained internal tracking registers, attendance records, and compliance documentation to ensure data accuracy.
• Created and updated internal HR, onboarding process documents, and employee tracking spreadsheets.
• Produced and distributed internal communications, team newsletters, and operational reports.
• Digitalized company certification process.
• Designed company and individual advisor digital stamps.

Training & Staff Management:

• Provided training and support to liaison officers, receptionists, and office managers.
• Trained all operational staff in their roles and responsibilities across Africa.
• Managed operations staff and led company-wide projects involving the operational team.
• Oversaw onboarding and setup of all new starters on internal systems and platforms.
• Provided ongoing support and development guidance to ensure consistent operational delivery and team alignment.

Marketing & Communications:

• Designed, created, implemented, and maintained the company newsletter.
• Designed internal marketing materials and branding for events and communications.
• Created all internal flyers for the Africa region.
• Managed the budgeting, planning, and facilitation of company and adviser-specific marketing events.

Cross-Functional & Project-Based Support:

• Drafted HR-related documentation including contracts, offer letters, salary adjustments, and policy notices.
• Collaborated with Compliance, Operations, and departmental managers to streamline workflows and improve operational efficiencies.
• Facilitated company charity drives and obtained internal donations for outreach initiatives.
• Coordinated recruitment scheduling and follow-up with candidates and recruitment teams.
• Managed logistics for induction training, including venue bookings, travel, and accommodation arrangements.
• Designed internal guides and process documentation for advisor connections, marketing, travel, and sponsorships.
• Supported operational projects such as marketing material development, internal reconciliations, and cost-saving initiatives.
• Managed full lifecycle of internal events including planning, budgeting, supplier liaison, travel logistics, and on-site facilitation.

General Office Management:

• Coordinated and facilitated internal team meetings and regular company updates.
• Managed general office upkeep, including cleaning staff, printer logs, maintenance, and waste disposal.
• Oversaw all office supplies.
• Managed office rental contracts and negotiations.
• Liaised with landlords to negotiate and maintain lease agreements.
• Arranged and maintained staff access and parking allocations.
• Managed staff duties and responsibilities, including reception and cleaning staff.
• Evaluated employee records and productivity, and resolved staff issues and complaints.
• Processed monthly expense approvals and managed the yearly office budget.
• Liaised with external cleaning services regarding staff timesheets and payroll issues.
• Maintained and updated team communication platforms: email groups, WhatsApp, and Microsoft Teams.
• Handled correspondence with clients and suppliers via phone, email, and other methods.
• Addressed accounting, billing, and service delivery issues with suppliers.
• Managed office operations while scheduling appointments for financial advisors and senior partners.
• Managed courier accounts including bookings and parcel tracking.
• Liaised with suppliers and vendors for general operational support.
• Handled cash transactions and maintained sales/payment records.
• Delivered consistent client service through front office reception and interaction.

Events & Engagement:

• Organized and facilitated internal and external meetings, team events, and provider functions including planning, setup, and purchasing.
• Coordinated monthly social functions and engagement activities for team members and external partners.
• Arranged and hosted monthly team building activities for office staff.
• Managed full event coordination including logistics, travel, budgeting, and facilitation of company-wide events and mandated training.
• Supported regional provider event logistics, updates, and meetings.
• Arranged social events for both internal teams and provider partnerships.

Systems & Process Management:

• Oversaw setup, reconciliation, and removal of telephony systems across the business.
• Acted as point of contact for account queries, updates, and amendments related to telephony and printing systems.
• Maintained and updated internal accountability and tracking workbooks.
• Digitized all company cross-departmental processes.

Cross-Functional & Project-Based Support (Documentation & Reporting):

Compliance:

• Managed Terms of Business processes, submitting applications for local and offshore providers, as well as training respective Compliance members on the same.
• Managed onboarding and offboarding of advisers, supporting accurate maintenance of the FSCA regulatory register.
• Maintained adviser Fit and Proper records, ensuring all outstanding documentation and compliance requirements were obtained.
• Coordinated appointments and closures for local and offshore sub-agents across Africa.
• Oversaw local and offshore client transfers in compliance with regulatory and internal standards.
• Administered online platform access for advisers, compliance, and commissions teams.
• Conducted quarterly reconciliations and processed closures related to regulatory records and broker codes.
• Tracked and maintained Continuing Professional Development (CPD) records for all representatives on the register.

Operations:

• Managed courier service account and coordinated courier bookings across administrative teams and departments.
• Coordinated business card orders for the region.
• Prepared reports, presentations, and documentation for internal and client-related use.
• Compiled and distributed weekly operations meeting agendas and minutes.
• Prepared and circulated weekly performance reports including regional breakdowns and figures.
• Updated reports, managed accounts, and generated company database reports.

HR:

• Created and maintained HR and cross-departmental onboarding and offboarding checklists.
• Drafted HR-related documentation including contracts, offer letters, salary adjustments, and policy notices.
• Developed and implemented HR policies and procedures, ensuring compliance and confidentiality.
• Negotiated HR vendor contracts to support departmental needs.

Facilities & Office Support:

• Provided general office maintenance support and addressed day-to-day facility needs.
• Processed office-related expense requests and orders.
• Managed service provider accounts related to office support and supplies.

Front Office & Communication:

• Answered and managed the central telephone system, directing calls to the appropriate staff or department.
• Welcomed visitors and clients, maintaining a clean and professional reception area to ensure a positive first impression.
• Responded to client and internal staff queries via phone, email, and in person.
• Collected and distributed messages for staff, supporting smooth internal communication.

Client Interaction & Documentation:

• Arranged certification for client documentation, ensuring proper handling and security.
• Maintained confidentiality of client and company information at all times.
• Resolved client concerns and complaints in a timely and professional manner.
• Organized, maintained, and updated client information and internal records in digital systems.

Scheduling & Coordination:

• Scheduled appointments while balancing staff availability and customer needs.
• Managed the complete process of booking, tracking, and ensuring the secure delivery of packages.
• Coordinated the couriering of client documentation to respective service providers.
• Managed office meeting room bookings for all staff.
• Compiled and distributed weekly office performance figures.

General Administrative Support:

• Assisted with filing, data entry, and administrative support across departments.
• Supported team members and leadership with ad hoc tasks to maintain efficient front-office operations.
• Managed daily reception duties, multitasking in a fast-paced environment while meeting time-sensitive deadlines.

Data Entry & Records Management:

• Entered client details, financial notes, and payment information into systems with speed and accuracy.
• Verified that data from various sources was captured accurately and completely.
• Tagged, indexed, and organized data within digital filing systems for ease of access.
• Input handwritten and scanned documents into digital databases.
• Validated and maintained large volumes of structured and unstructured data across platforms.
• Managed spreadsheets used for operational and reporting purposes.
• Monitored data sets for errors, inconsistencies, or duplications, and took corrective action as needed.
• Maintained organized records, files, and audit trails to support internal reporting and compliance.
• Processed and tracked debtor payments and updated account balances in real time.
• Produced regular reports to assist management and finance teams.

Administrative & System Support:

• Updated internal systems for interdepartmental access and review of account and client data.
• Liaised with various teams to gather, organize, and format data for internal reports.
• Ensured compliance with data protection and privacy policies across all tasks.
• Troubleshot basic system and data queries to maintain data flow and usability.
• Liaised with other departments to confirm payment compliance, settle account queries, and ensure smooth cross-functional workflows.
• Managed large volumes of information while ensuring data integrity across platforms.

Operational Accuracy, Reporting & Collaboration:

• Supported collections, billing, and legal teams in verifying debtor status and documentation.
• Handled high volumes of sensitive data and ensured confidentiality protocols were followed.
• Consistently met performance goals and daily processing targets while adapting to shifting workloads and priorities.

Business Operations & Administration:

• Managed all day-to-day operations including opening/closing procedures, scheduling, and workflow coordination.
• Maintained organized digital and physical records including bookings, invoices, and supplier contracts.
• Tracked performance metrics: daily revenue, service breakdowns, and appointment volumes.
• Implemented management software for booking, payments, and client records.
• Sourced new clients through referrals, digital outreach, and promotional activities.
• Maintained and updated CIPC company records.

Financial Management & Costing:

• Prepared monthly budgets, tracked expenses, and managed overhead costs.
• Performed service pricing and margin analysis based on COGS and market positioning.
• Managed accounts payable and receivable, cash flow forecasts, and reconciliations.

Procurement & Inventory Management:

• Sourced and negotiated pricing with suppliers for products and equipment.
• Maintained stock levels and monitored usage to avoid over-purchasing.
• Managed supplier relationships, purchasing cycles, and timely stock delivery.
• Conducted regular stock takes and implemented cost-saving inventory practices.

Service Design & Product Offerings

• Designed and maintained service menus and pricing lists.
• Researched and introduced new techniques, tools, and high-end product lines.
• Curated retail product ranges (nail care, skincare, accessories) for additional revenue.

Branding, Digital Marketing & Promotion:

• Designed brand identity including visual elements, tone, and customer experience.
• Created brochures, loyalty cards, signage, and digital marketing content.
• Managed presence across Instagram, Facebook, Google, and website platforms.
• Scheduled and published content showcasing services and promotions.
• Ran paid social media ad campaigns and email marketing.
• Responded to client messages, inquiries, and reviews across digital platforms.

Client Relationship Management:

• Delivered personalized client service and managed bookings via online systems and WhatsApp.
• Handled client feedback and resolved service concerns professionally.
• Implemented loyalty programs and tracked customer preferences for tailored experiences.

Administrative Support & Coordination:

• Computerized and streamlined office operations including customer communications, appointment scheduling, and record-keeping.
• Collected, validated, and distributed key information across departments to support operational continuity.
• Entered and maintained departmental records in the company database with a high level of accuracy.
• Maintained structured filing systems for both personal and professional documentation.
• Oversaw internal calendars and coordinated meetings, team appointments, and business activities.
• Assisted in basic accounting tasks including invoice tracking, reconciliation, and documentation preparation.
• Coordinated general administrative tasks and supported day-to-day office efficiency.

Reception & Front Office Duties:

• Greeted clients and visitors with professionalism and courtesy, providing information and guidance.
• Answered, screened, and transferred incoming calls; took messages and followed up with internal teams.
• Welcomed clients and managed in-person appointment scheduling and reception.
• Handled document handovers, appointment confirmations, and managed client and supplier communications via phone, email, and in person.

Records & Communications Management:

• Maintained and updated records of customer communication and delivery tracking.
• Tracked and filed documentation such as correspondence, delivery notes, and internal forms.
• Ensured all documentation was archived according to company standards and confidentiality protocols.
• Provided clerical support in preparing basic reports, meeting notes, and internal communications.

Executive & Personal Assistance:

• Responded to emails and other correspondence to facilitate communication and enhance business processes.
• Managed executive calendars, scheduled internal and external meetings, and coordinated appointments.
• Arranged national and international travel logistics including transport, accommodation, and itineraries.
• Maintained both personal and professional filing systems and documentation.
• Oversaw the CEO's personal and business schedules, ensuring all commitments and obligations were prioritized and met.
• Managed and oversaw the duties of cleaning staff and liaised with service providers as needed.
• Ran personal errands and handled confidential requests on behalf of the CEO.
• Screened incoming calls, drafted correspondence, and prepared briefing materials for meetings.
• Drafted formal letters and business communications to clients and stakeholders.
• Filed and compiled internal reports, meeting summaries, and progress updates for executive review.
• Organized internal communications, supported project tracking, and ensured follow-up on key action items.
• Provided logistical support for meetings and special events including venue bookings and resource preparation.