1. Andrea Houghton
Objective Aiming to become an integral member of a dynamic organization
Experience 1 July 2014 – Present
Standard Bank
6 Simmonds Street
Analyst Implementation & Improvement
• Executing ad hoc assignments at the request of the
Manager Innovation Capability, Manager TI&I
• Preparing daily, weekly, monthly and quarterly
progress reports
• Extracting I&I dashboard data to complete the
following reports:
• Monthly OSS Executive Report
• Monthly OIC Report
• Quarterly Executive
• Weekly (every Wednesday) TI&I Management
committee report
• Adhoc reports as requested from TI&I Manco
• 20% of time on reporting activities
• Automate implementation & Innovation dashboard
• Consolidate reporting across portfolios where there
are overlaps.
• Ensure that all data captured by the Innovation and
Implementation team is consistent week on week and
is captured timeously.
• Provide support service through analysis of systems
and procedures with the primary objectives of
mitigating risk exposure, enhancing customer service
levels of reducing bank-in-bank processing cost and
providing interface representation on behalf of the
bank.
• Provide business/operational input and analytical
skills to agreed initiatives within the IPC
Environment
• Provide a consultancy, research function within TI&I
• Manage improvement opportunities and ensure that
only quality Innovations are implemented
• Minimise customer impact
9 Pamela Avenue
Morehill
Benoni
083 597 8776
ID: 8203250076082

2. • Management of initiatives (planning, controlling and
completion within time frames and budget)
• Apply change management principles consistently
• Analyse improvement suggestions and
implementations (projects) received from key
Stakeholders in order to understand the business
impact of implementing these suggestions.
• Convert the received suggestions and implementation
detail into a draft business case and/or functional
system specification.
• as-is processes
• what is changing
• new process
• the need of change by business
• related benefits
• Identify improvement opportunities and
recommendations to enhance business operations
• Perform root cause analysis on processes running
outside design limits and provide recommendations to
Implementation and Improvement Managers and
project teams on actions to be taken.
• Drive the implementation of CI’s and other rapid
improvement events and projects that can be
implemented in the production environment.
• Engage and build working relationships with business
partners that originate initiatives that have an impact
on the OSS/GOSS blueprint to ensure no negative
impact on the blueprint.
• Ensure that all work models, source information and
data is stored in a central facility and complies with
security procedures and standards.
• Prepare and provide weekly reporting to the Manager,
Implementation and Improvement on the progress all
Project Implementation items in the pipeline
• Prepare and provide monthly progress report to
Manager, Implementation and Improvement in terms
of the set guideline
• Verify and facilitate User Acceptance Test Cases and
Scenarios.
• Execute ad hoc assignments at the request of the
Manager, Implementation and Improvement
• Be involved in Change Management Component for
the implementation of new processes and changes to
existing processes.

3. 1 April 2014 – 30 June 2014
Standard Bank
6 Simmonds Street
Team Leader Authorizing and Releasing Officers
• Manage the team by ensuring customer service levels
are met and SLA’s are met and above standard.
• Control and manage risk and costs
• Ensure that all controls are understood and followed
• Build collaborative and cohesive relationships with
all stakeholders that have a direct influence on the
success of our business
• Maintain confidentiality and integrity of customer
• Conduct daily production meetings with staff to review
performance, inform staff of changes in systems or
procedures, and other matters that affect the production
line
• Actively participate in team leader forums to ensure blue
print adherence and standardized leadership practices
• Ensure relevant reports have been actioned and signed
off by subordinates
• Monitor and control inward/outward correspondence
from branches
• Conduct staff performance appraisals and manage the
staff training and development plan, for direct reports,
resulting in a well-trained and motivated team.
• Facilitate team building exercises
• Discuss and agree on staff personal and career
development plans
• Attend to any Ad hoc requests by Management
• Maintain a cooperative supportive working
relationship with other team members and business
partners
• Build sustainable relationships with business partners
and stakeholders within span of control.
• Prepare performance contracts, KRA’s and performance
targets in line with business and market changes
proactively
Experience Aug 2012 – 31 March 2014 Standard Bank
6 Simmonds Street
Team Leader Maintenance

4. • Manage the team by ensuring customer service levels
are met and SLA’s are met and above standard.
• Control and manage risk and costs
• Ensure that all controls are understood and followed
• Build collaborative and cohesive relationships with
all stakeholders that have a direct influence on the
success of our business
• Maintain confidentiality and integrity of customer
• Conduct daily production meetings with staff to review
performance, inform staff of changes in systems or
procedures, and other matters that affect the production
line
• Actively participate in team leader forums to ensure blue
print adherence and standardized leadership practices
• Ensure relevant reports have been actioned and signed
off by subordinates
• Monitor and control inward/outward correspondence
from branches
• Conduct staff performance appraisals and manage the
staff training and development plan, for direct reports,
resulting in a well-trained and motivated team.
• Facilitate team building exercises
• Discuss and agree on staff personal and career
development plans
• Attend to any Ad hoc requests by Management
• Maintain a cooperative supportive working
relationship with other team members and business
partners
• Build sustainable relationships with business partners
and stakeholders within span of control.
• Prepare performance contracts, KRA’s and performance
targets in line with business and market changes
proactively
Aug 2011 - Aug 2012
Standard Bank
West street
Sales Support Officer
• Control new accounts and account upgrades
• Closing of accounts
• Forward KYC/Imaging documents
• Action Report 7850/10275/10595/10594
• Ensure incorrectly completed documents are returned to
consultants
• Answering phones

5. • General filing
• Ensuring that laid down procedures are followed and
maintained
• Handling of customer queries or complaints
Aug 2010 – July 2011
Standard Bank
Festival Mall
Team Leader – Tellers
• Lead and Manage subordinates
• Monitor productivity
• Forward MICR cash withdrawals to IPS
• Control cheque deposit box
• Monitor differences
• Action withdrawal summaries
• Assist Branch Management in proactively establishing the
loss and fraud trend of the frontline
• Scrutinize Duty of Care queue for fraud and losses
• Ensure the vouchers are collated and neatly distributed to IPS
• Ensure frontline is sufficiently staffed by making use of BST
(Branch Scheduling Tool)
• Action Report 6398 and 2030
• Balance General Cash and ICMS accounts
July 2006 – July 2010
Standard Bank
Woodbridge
FSO- Frontline support officer/2IC
Team leader
• Following up of customer complaints and queries ensuring
that all is resolved timeously.
• Dedication to good customer service
• Processing of Master cards and packages
• Documenting of data
• Action of daily reports
• Solving queries for other branches ensuring timeous
feedback
• Providing feedback and reports to Management on a
daily/weekly basis
• Balancing of Credit cards stocks
• General Administrative duties – filing, reports etc.
• Training of other staff members
• Planning of daily duties
• Servicing of 5 Service Centers
• Ad hoc duties as required by Management.

6. • Provide excellent customer service
Education 1996 – 2000 Hoërskool Kempton Park
Senior Certificate – Subjects as listed below:
• Afrikaans
• English
• Geography
• Business Economics
• Typing
• Hotel & Catering
Courses Completed
Knowledge/Skill Years used Training completed
White Belt six sigma 1 Year 4 March 2013
Excel level 1 11 Years 23 April 2013
Excel Level 2 11 Years 30 April 2013
Connect For Leaders 1 Year September 2013
Team Leader
Programme
1 Year 4 October 2013
Handling Poor
Performance
1 Year 16 May 2013
Practical and Fair
Discipline in the work
place
1 Year 15 May 2013
Enduring Performance
Management
1 Year 22 May 2013
First Aid Training 6 Years 29 September 2014
Excel Level 3 1 Year 2014
Microsoft PowerPoint
Level 3
3 Months 2015
Digital Dashboard
training
1 Month 14 May 2015
Analyst Implementation
& Innovation
1 Year 2014-07-01 - Current
Team Leader Authorising
and Releasings Officers
2014-04-01 – 2014-06-30
Team Leader
Maintenance
1 Year and 8
Months
2012 - 2014
Sales Support Officer 1 Year 2011 – 2012
Team Leader Tellers 1 Year 2010 - 2011
Credit Card Custodian 2 Years 2008 – 2010
Cheque book Custodian 1 Year 2007 – 2008
Customer Service
Consultant
1 Year 2006 – 2007
Teller 1 Year 2005 – 2006

7. Soft skills
Analytical thinker
Communicating with
Impact
Organizational skills
Planning
Interests Crafts, Outdoors, Acrylic Painting and Jewelry design
Recommendations Leigh-ann Vass
011 281 9623
Patience Gwamanda
011 636 1285
Achievements All Certificates available on request
Documents Attached: Copy of ID and drivers license.