Summary
Overview
Work History
Education
Skills
Reference
Personal Competencies
Timeline
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Shabana Shaikh

Summary

Personable and organized professional with a talent for fostering teamwork and motivating team members to achieve common goals. Strong problem-solving abilities and effective communication skills essential for driving team performance and project completion. Committed to creating a collaborative atmosphere that enhances productivity, delivers impactful results, and drives client centricity and excellent client service. Diverse range of product and system knowledge within the bank, eager to continue learning and take on new challenges.

Overview

7
7
years of professional experience

Work History

Business Banking Team Leader

Standard Bank
09.2023 - Current

Leadership & Team Development :

  • Lead, coach, and motivate a team of business banking professionals to achieve targets, improve skills, and deliver exceptional service.
  • Provide guidance and feedback to team members to foster a positive work environment and continuous improvement.


Client Relationship Management :

  • Develop and maintain strong relationships with business clients, understanding their needs, and providing personalized banking solutions.
  • Ensure that clients receive timely, efficient, and effective services, addressing any concerns or issues promptly.
  • Connecting with clients to ensure we provide excellent client service and listen to their needs and concerns and solutioning for their business needs.
  • executing CAAD (Client appreciation and Acquisition Day by engaging with clients and educating our clients about our service offerings in CSU.


Operational Oversight & Process Improvement :

  • Ensure smooth and efficient day-to-day operations within the business banking team.
    Monitor team activities, optimize workflows, and ensure compliance with company policies and industry regulations.


Performance Monitoring & Reporting :

  • Set team goals and KPIs, monitor individual and team performance, and provide regular feedback and performance reviews.
  • Prepare and present reports on team performance, client satisfaction, and service delivery metrics to business suite heads and internal stakeholders.


Risk Management & Compliance :

  • Ensure the team adheres to all regulatory requirements, risk management protocols, and internal policies.
  • Monitor potential risks when dealing with day to day request and ensure proper due diligence is adhered when executing clients request.


Problem Resolution & Escalation :

  • Act as the first point of escalation for client issues or concerns, ensuring resolution and maintaining high levels of customer satisfaction.
  • Address challenges and conflicts within the team to maintain a harmonious and productive environment.


Collaboration & Stakeholder Engagement :

  • Collaborate with other departments (e.g., Forex, BOL, VAF) to ensure the best outcomes for clients and the bank.
  • Liaise with senior management to align team goals with broader business objectives.


Data analysis and Reporting:

  • Extracting data from PowerBI app and analyzing data to make informed decisions and reporting on the findings based on the data extracted.
  • Collaborated with stakeholders to identify business needs and data sources.
  • Used statistical methods to analyze data and generate useful business reports.

Commercial Service Consultant

Standard Bank
06.2018 - 10.2023
  • Company Overview: Commercial Banking
  • Serves as a secondary point of contact for all Commercial customers within the portfolio
  • Process internal and external transfers
  • Ensure the POPIA act is adhered to by ensuring the information is only shared with the authorised individuals
  • Assist with various service request received from the client for various products, such as home loans, VAF, Forex, Fleet and Merchant
  • To provide a consistently high level of support to both the internal and external clients and stakeholders
  • Ensure all work is conducted accurately and timorously at the same time complying with customer requests as well as with laid down policies and procedures to minimize risk and costs
  • Accurately updates and maintains customer information on all systems
  • Resolve account detail queries and problems within laid-down time frames
  • Knowledge of in-house systems such as NDS, Customer 1st, NT2000, Home Loan system, Workflow and CQM
  • Knowledge and experience for credit card queries and lost cards
  • I have implemented card replacement process to order cards on customer1st to ensure we resolve customer's request efficiently
  • Knowledge of AML and KYC fulfillment process on customer1st
  • Assisting clients with digital banking queries and registrations
  • Being a team player and assisting the team when applicable as well assisting managers with additional Adhoc duties such as being a compliance champion, BE Awards Champion and CI Champion
  • Knowledge of account opening process for different products such as loans, current accounts, and investment accounts
  • Commercial Banking

Education

Matric -

Johannesburg Secondary School
Johannesburg, GP

Data Analyst certificate -

UCT

National Banking Certificate -

Cornerstone - Bankseta

Futureshift for Leaders Certificate -

Bankseta
02.2025

Skills

  • Teamwork and collaboration
  • Client relationship building
  • Problem-solving
  • Adopting Practical Approaches
  • Articulating Information
  • Convincing People
  • Attention to detail
  • Directing People
  • Product & System Knowledge
  • Compliance and Risk Identification
  • Business Expertise
  • Analyzing Data

Reference

Mr. Vukile Xulu – Service Manager
Standard Bank – Business Banking
073 487 6081


Mr. Sheldon Dickson – Senior Manager
Standard Bank – Commercial Banking
083 383 1923

Personal Competencies

  • Good reporting and presentation skills
  • Ability to manage resource capacity in line with volumes received for each product
  • People management skills and knowledge including team building, motivation, and conflict management
  • Change Management skills
  • Conscientious and detail conscious
  • Strong focus on customer services
  • Deadline and target orientated
  • Good communication skills, verbal and written
  • Good interpersonal and people skills
  • Ability to use initiative
  • Able to handle conflict and criticism constructively
  • Ability to understand change and adapt effectively
  • Ability to positively influence subordinates
  • Creative in looking for and suggesting improvements
  • Able to take accountability for areas of responsibility

Timeline

Business Banking Team Leader

Standard Bank
09.2023 - Current

Commercial Service Consultant

Standard Bank
06.2018 - 10.2023

Data Analyst certificate -

UCT

Futureshift for Leaders Certificate -

Bankseta

Matric -

Johannesburg Secondary School

National Banking Certificate -

Cornerstone - Bankseta
Shabana Shaikh