Lee-Ann Major

 Lee-Ann Sharon Major ID Numbers:- Nationality: South African Coloured Home Address:111 Potgieter Street, Suideroord 2091 Telephone Numbers: 083 - Alternate Number:- E-Mail-Driver’s License: Code 08 Marital StatusMarried Languages: English, Afrikaans profile 21 years’ experience in the Education, Banking and Utilities industry. I am a qualified by experience with extensive change management and training knowledge. Harnessing on my expertise in financial services and drawing on my highly-developed analytical skills, I am not only passionate about empowering high-potential youth via education but I am also committed to instilling a culture of continued improvement in all the spheres that my role influences. During my early career I was exposed to structured models and methodologies and a logical approach to implementing projects. I am quick to understand user and business requirements and in producing the relevant project requirements and documentation with great accuracy and the appropriate quality to ensure a successful implementation. I am also a registered Assessor and a well-trained Facilitator and has been exposed to complex change management projects with large stakeholder management components With over 10 years’ experience in the Banking industry I have gained invaluable knowledge and expertise in the various areas, within IT, HR Retail Banking and Corporate and almost 2 years in the Utilities industry. 9 years’ experience in Change Management. I am a well-trained Facilitator, which is a crucial skill to have as a Change Manager. I have gained extensive knowledge in Data Warehousing within Eskom. Call Centre knowledge which includes, Home Loans, Card Division, Help Desk, Vehicle and Asset Finance and Local Market Expansion. Personality Perspective: The ability to learn quickly The determination to succeed. I am committed to the successful implementation of a project, and know how to utilise resources to achieve this. A positive attitude, I am very thorough in my work, and am always conscientious and responsible in what I do. I work well in a team environment, as well as operate and interact professionally at all levels. An excellent Team player with highly developed communication (written and verbal) and people skills. ACHIEVEMENTS Assisted Mindworx Academy received Training provider Accreditation with MICT SETA. Implemented funded Learnership programmes. Eliminated the need for users and colleagues to attend Business Objects training externally by conducting in-house training within the Business Intelligence Competency Centre thereby reducing training costs by 50%. Introduced a procedure for the System Support Desk to assist with resolving of all queries, problems and down time on the EDAS system. Designed and Developed the National Credit Act (NCA) Training material for the Customer Debt Management Department, which included Home Loans, Card Division, Vehicle and Asset Finance and Pension Back Lending. Conducted a review and updated the Teller and Enquiries Standard and Procedures within Standard Bank minimising staff complaints. Assisted with the set-up of the Customer Care Call Centres within Standard Bank. This involved the focus on People, Processes and Technology. By Introducing the Call Centre and Training staff on a Problem Tracking system thereby improving customer service, reducing queries and improving productivity and team work. Develop results focus and motivated team through progressive performance management, using coaching, mentoring, appraisals and encouraging team members to take a proactive role in achieving business goals. Implemented a Best Bank Enhancement to 700 branches impacting 3000 employees of Standard Bank throughout South Africa, improving on Customer Service and staff productivity and team work. Competency Areas – COURSES Completed Prosci Change Management Skills Development Facilitator (SDF) ETDP Assessor BBBEE – Skills development Facilitation skills Principles of Project Management Trideco – Developing Training Material Trideco – Train-the-Trainer Learning in Motion Dynamic Communication Skills Communicating and Reinforcing Change Leading and motivating your Team Networking Planning and Organizing Business Analysis – Self Learning SAP Business Objects : Web Intelligence Report Design SAS – Report Writing associations YouthCan Create Institute NPC Executive Board Member NGOs in Education Steering Committee member PROFESSIONAL EXPERIENCE September 2017 – Current Freelancer Johannesburg Freelancer : Facilitator/ Mentor & Coach/ Programme Management Corporate, Personal and Group Coaching Facilitating Work Readiness Communication skills Understanding the Business Environment Presentation Skills Business Ethics Time Management Mentoring & coaching Process Mapping Computer Ethics Induction Interview skills Entrepreneurship Change Management Learnership & Internship Programme Management January 2014 – August 2017 Mindworx Consulting Johannesburg, Parktown Senior Programme Manager at Mindworx Academy Responsibilities and duties: Programme management and implementation of training programmes, Learnership & Internships in Business Analysis, Data Analytics and Software Development. Sourcing, Assessing and Interviewing candidates SETA funding applications and accreditation activities Client relationship management Change Management activities Curriculum Design Compiling and Reviewing Reporting Documentation Design and Development of training material Overseeing the development of competent graduate trainees within specific core skill areas such as analytical thinking and technical acumen for tech-focused organisations. Facilitate training modules Mentoring and coaching of Learners and staff Designing and implementing marketing campaigns in conjunction with Academy marketing agency Recruitment activities Academy Alumni management BBBEE skills development Business Development Managing Debtors General Stakeholder Management People Management On-boarding Learners Manage leave approval in line with business needs Drive the culture of change and act as a change agent Assist with conflict resolution between teams and or individuals Overall Management Admin and Strategic planning May 2008 – December 2013 Thusanani Consulting Johannesburg Sunninghill Training Manager and Team Lead BICC Support at Eskom for Thusanani Consulting Responsibilities and duties: Initial scoping, planning and estimation of the Training requirements Create and Manage the Training Plan Manage the Training Plan Signoff process Drafting and implementing Communication Plan Design and Develop training material Conduct training Planning of Training Logistics Stakeholder Management Manage and action problem management system Assign duties to BICC Support staff Manage staff Conduct and attend project meetings Update project plans Compile status report Ensure calls log are actioned timeously by staff Administration BICC Newsletter Update BICC Website information Consolidating and directing Timesheets Co-ordinated skills sharing and transfer sessions October 2007 – March 2008 Thusanani Consulting Johannesburg Sunninghill Change Management Specialist @ Eskom for Thusanani Consulting Project: Eskom Data Hub Responsibilities and duties: Identify all change relating to people, processes and technology and ensure that appropriate solutions are put in place to successfully complete all projects. To manage the change and communication management process relating to people, processes and technology are identified. Design solutions to address all the changes. To manage stakeholder expectations and ensure all solutions are executed and accepted by the stakeholders. Ensure all tasks forecasts are realistic. Ensure successful PIE (Post Implementation Evaluation) review. Develop and Design Training Material Conduct training Arrange catering and venues for training. Implement and Support users Update Website May 2007 – September 2007 Standard Bank of SA Johannesburg, CBD, SA Change Analyst @ Standard Bank SA (Solution Design) Projects: Event Delivery Action System (EDAS) Responsibilities and duties: Create and Implement a Change Management Plan which explicitly addresses the identified critical success factors, constraints and risks. Specific plans around communications, sponsorship, and coaching, training and resistance management should be created and integrated with the project management plans and should be consolidated to provide a single view of people’s understanding, level of buy-in and corrective actions/interventions planned. Assess the readiness for and impact of the change on the Business Units, Functional Areas, teams etc. Identify dependencies across projects and ensure that these issues are addressed in the change management strategy. Diagnosing gaps and managing resistance. Create a training and development plan in consultation with the Learning & Development to ensure that people learn new behaviours, skills and attitudes required for the project/initiative. Ensure successful PIE (Post Implementation Evaluation) review March 2006 - April 2007 Standard Bank of SA Johannesburg, CBD, SA Materials Developer @ Standard Bank SA (Learning & Development Design Unit) Projects: National Credit Act Business Analysis Responsibilities and duties: Analysis on Functional specifications to understand training requirements Design and Develop new Outcome Based training material for the Standard Bank Group. This includes E-Learning. Maintaining existing training materials. Leader Training. Attend project meetings June 2005 – February 2006 Standard Bank of SA Johannesburg, CBD, SA Project Officer @ Standard Bank SA (Procedures, Standards & Guidelines) Responsibilities and duties: Documenting new and change existing procedures for the Standard Bank Group within South Africa and Stanbic Africa. Ensuring that more effective and efficient procedures are documented through the use of Information Mapping and critical analysis. Compile Circulars Participate in and support various related project initiatives. January 2001 – June 2005 Standard Bank of SA Johannesburg, CBD, SA Change Implementation Officer / Coordinator @ Standard Bank SA (Change Services – Change Implementation) Projects: Best Bank Enhancement (Branch Network). Gijima System (Training to Branches, Customer Contact Centre, Home Loans, Customer Relation Centres and LME). Set up Provincial Customer Care Centre (Pretoria, Johannesburg and Polowane). Credit Direct (Branch Network) Branch Delivery System Igoli (Branch Network) Assisted with the first area where switchboards were centralised. Prestige Banker Responsibilities and duties: Drawing up a communication plan and providing regular feedback to the stakeholders on the change progress. Performing system testing and raising technical issues. Training the end users and raising their concerns and issues with regards to the change. Formulating a rollout plan and an implementation plan for all the branches in South Africa. To co-ordinate, plan and implement new systems, structures and service enhancements throughout the Standard Bank Group. Training and facilitates an active change agent role throughout the life cycle of the project. To facilitate workshops and presentations. Problem solving and analysis. Project management Extensive travelling throughout South Africa. Administrative functions: Booking of accommodation, cars and training venues. Prepared training schedules. Feedback reports to Stakeholders. Assisted at the System Support Centre. January 2000 – January 2001 Standard Bank of SA Johannesburg, CBD, SA Customer Service Representative, Account Support Officer and Team Leader Enquires @ Standard Bank SA (Sandton Branch) Responsibilities and duties: Handling of telephonic and personal queries. Attend to customers promptly and, where necessary, refer to the correct department or migrate to a more appropriate, cost-effective channel. Assist customers Complaint resolution Verify and check documents are accurate and correct Run meetings August 1996 – December 1999 Standard Bank of SA Johannesburg, CBD, SA Customer Service Representative, Teller, Central Teller and Enquires @ Standard Bank SA (Jan Smuts Branch) Responsibilities and duties: Handling of telephonic and personal queries. Attend to customers promptly and, where necessary, refer to the correct department or migrate to a more appropriate, cost-effective channel. Assist customers Complaint resolution Hand out money to Tellers as per request Ensure cash is balance daily Reserve cash from Cash in Transit vans Issue cheque books to customers Load and balance ATM machines education School Attended Azara Secondary School Highest Grade Passed Grade 12 Last Schooling Year 1995 REFRENCES- Available upon request