Wendy Francis Alexander
Administration Manager
Fleurhof
Summary
Experienced with team leadership and operational management. Utilizes strong organizational skills to optimize workflow and improve team efficiency. Track record of fostering collaborative work environment to achieve collective goals.
Overview
18
18
years of professional experience
4028
4028
years of post-secondary education
1
1
Certification
1
1
Language
Work History
FAIS Supervisor
FNB
04.2020 - Current
- Overseeing and managing the FAIS supervision process.
- Ensuring that representatives working under supervision remain compliant in terms of the FAIS Act.
- Doing weekly/monthly FAIS monitoring ensuring compliance.
- Drafting and overseeing FAIS related processes.
- Verifying the quality of advice provided to clients by representatives working under supervision in terms of the FAIS Act.
- Conducting weekly coaching sessions to discuss and resolve areas of non-compliance.
- Provide monthly reporting to KI and Operations managers.
Administration Manager
FNB
04.2019 - Current
- Overseeing the Pricing Fulfilment desk within the Operations space, ensuring that stakeholder requests are attended to within TAT.
- Providing monthly updates to management regarding the performance of the team.
- Attending Operational meetings to discuss team performance.
- Doing daily and monthly reporting.
- Managing cost savings initiatives within the team.
- Delivering excellent service to stakeholders.
- Promote and ensure that a high standard of work is delivered at all times (Quality assurance).
- Improve business decisions by providing accurate reliable business intelligence (information).
- Providing support to team members by finding solutions to problems and providing training where needed.
- Streamlined office processes by implementing efficient administrative systems, resulting in increased productivity and reduced operational costs.
- Enhanced staff performance through comprehensive training programs and regular performance evaluations, leading to a more skilled and motivated team.
Supervisor/ Key individual
FNB
01.2016 - 04.2019
- Assisted with the supervision duties during the period.
- Assist with onboarding of new advisors.
- Ensure Advisors follow correct process when giving advice by doing monthly call sampling.
- Conducting coaching sessions should representatives be non-compliant.
- Verify Product suitability assessments completed by advisors.
- Verify products recommended to clients.
- Do monthly call sampling ensuring that all representatives are compliant in terms of the FAIS Act.
- Draft and amend business processes on a regular basis.
- Overseeing the Cash Investments desk in terms of the FAIS Act.
- Conducting regular FAIS related training and collaboration sessions.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
Admin Team leader
FNB
04.2016 - 03.2019
- Overseeing the Cash Investments Admin desk.
- Ensuring that clients queries sent via IPP are handled and resolved within the business turn-around times.
- Ensuring Care Complaints and Queries are handled within the business turn-around times and within agreed SLA.
- Overseeing the Tax-Free transfer requests between financial institutions.
- Liaising with Stakeholders on a regular basis.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Assisted in recruitment to build team of top performers.
Investment Advisor
FNB
01.2010 - 12.2016
- Drive an increase in average balance of specific portfolio liabilities as defined in the Financial Performance Report of the Business.
- Deliver exceptional service that exceeds customers expectations through proactive, innovative and appropriate solutions.
- Maintenance of expert knowledge on specific products, pricing application procedure, processing and timelines in order to drive and achieve relevant sales targets.
- Provide sales support efficiencies and services in order to ensure retention of clients by ensuring the timely renewal of all existing investment and negotiating special rates for clients.
- Maximize Business Portfolio cross sell opportunities and strengthen client relationships.
- Track, control and influence Investments sales activities with the specific aim to achieve previously determined investments sales targets.
- Manage opening of investment accounts, Ensure compliance with closing / transferring accounts procedures by executing correct and error free execution of service requests.
- Comply with governance in terms of legislative and audit requirements.
- Track, control and influence sales activities with the specific aim to increase sales efficiencies.
- Provide accurate and reliable sales statistics.
- Managing the EMS (Email Managing System).
- Ensuring clients are contacted back within our turn around times.
- Assisting them with account related queries.
- Providing advice to clients looking to save.
- Opening of new Investment Accounts.
- Call Quality: Ensuring investment advisors are providing advice in terms of the FAIS legislation and following the correct processes on all calls.
- Ensuring instructions are captured correctly and correct systems are used.
- Care Complaints and Queries: Ensuring that all complaints and Queries are handled within our turn around times.
- Ensuring clients are called back and their complaints and Queries handled in a diligent manner.
Helpdesk Call Center Consultant
FNB
01.2007 - 12.2010
- Servicing FNB customers with daily banking.
- Deliver exceptional service that exceeds customer’s expectations through innovative banking solutions.
- Manage the growth of active customer account base to increase client base.
- Maximize cross sell opportunities and strengthen client relationships.
- Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information.
- Comply with governance in terms of legislative and audit requirements.
Education
Grade 12 - English, Afrikaans, Travel and Tourism, Geography, Computer science, Biology
Kliptown Senior Secondary
National Certificate in Banking Services Advice - Banking Advice, Business Management, Financial Legislative Requirements, Economic Fundamentals in the Investment Environment, Fundamental Principles of Accounting, Financial Planning
Milpark Business School
Higher Diploma in banking - Banking And Finance
Milpark Business School
01-2026
Skills
Staff management
Operations management
Process improvement
Strategic planning
Schedule development
Staff discipline
Decision-making
Employee motivation
Team building
Staff development
Training and mentoring
Attention to detail
Personal Information
- Criminal Offences: None
- Health Status: Excellent
- Date of Birth: 08/21/87
- Gender: Female
- Nationality: South African
- Marital Status: Married
- Religion: Christian
Certification
Certificate in Banking
Reading, Outdoors
Currently hold an NQF level 5 in banking , and in the process of Completing NQF level 6.
Obtained RE1 and RE5
CPD and COB hours completed.
Timeline
FAIS Supervisor
FNB
04.2020 - Current
Administration Manager
FNB
04.2019 - Current
Admin Team leader
FNB
04.2016 - 03.2019
Supervisor/ Key individual
FNB
01.2016 - 04.2019
Investment Advisor
FNB
01.2010 - 12.2016
Helpdesk Call Center Consultant
FNB
01.2007 - 12.2010
National Certificate in Banking Services Advice - Banking Advice, Business Management, Financial Legislative Requirements, Economic Fundamentals in the Investment Environment, Fundamental Principles of Accounting, Financial Planning
Milpark Business School
Grade 12 - English, Afrikaans, Travel and Tourism, Geography, Computer science, Biology
Kliptown Senior Secondary
Higher Diploma in banking - Banking And Finance
Milpark Business School
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