Caren Thato Phadi
Gaborone
Summary
Dynamic risk officer with extensive experience at Botswana Postal Services, excelling in regulatory compliance and risk assessment. Proven track record in employee training and fostering teamwork, ensuring 100% compliance across branches. Adept at developing customized strategies to mitigate risks while enhancing customer service and confidentiality. Passionate about driving organizational success through proactive risk management.
Overview
14
14
years of professional experience
Work History
RISK OFFICER-RISK & COMPLIANCE UNIT
Botswana Postal Services
01.2019 - Current
- Doing site visits to branches to ensure there is 100% compliance.
- Maintaining all risk registers for both departments and branches to ensure they are up-to-date.
- Consolidating the compliance fortnight report and sharing it with the operational risk manager for review.
- Ensuring that branches report suspicious transactions.
- Ensuring that BOCRA licenses and AML documents are displayed is a regulatory requirement.
- Ensuring KYC adherence and customer profiling at branches.
- Training staff on risk and compliance management (AML) in both departments and branches.
- Branches comply with processes and regulations.
- Customer information is kept confidential in a secured place.
- Ensuring customer due diligence is done at branches.
- Doing quarterly assessments to close gaps identified.
- Facilitated meetings between stakeholders to discuss risk-related issues, develop action plans and track progress towards goals set out in the Risk Management Plan.
- Assisted in the crisis management team in order to effectively respond to any unforeseen events that have arisen from system shutdowns.
- Conducted a risk assessment to identify variances to close discrepancy findings at the branches.
- Maintained up-to-date records of all risk management activities including incident reports, corrective actions taken.
- Conducted investigations and took appropriate actions to resolve concerns.
- Collaborated with other departments to ensure that all areas of risk were addressed in a timely manner.
- Developed customized strategies for managing identified risks in accordance with organizational objectives.
BUSINESS SUPPORT OFFICER-SUPPORT UNIT
Botswana Postal Services
07.2016 - 01.2019
- Doing duties assigned to ensure service excellence
- Managing relationship between customers and Hollard on polices to ensure service excellence
- Ensuring that all customer forms are submitted daily to Hollard insurance (registration and debit order forms)
- Acting as a liaison between customers and Hollard by ensuring that all claim forms (cashback/death) are filled correctly and submitted on time
- Preparing reconciliation report weekly and monthly for lapse policies, new business, renewals and claims
- Ensure that all customer information is captured correctly in policy and updated when registering or updating details on system
- Ensure that all claims and cashback are paid on time as per agreement on terms and conditions of policy
- Attending weekly meetings with Hollard insurance to discuss sales, new ways of making business better and maintaining good relationship
- Ensuring that customer complaints are solved within timeline and giving feedback
AGENCY SERVICE OFFICER-AGENCY UNIT
Botswana Postal Services
09.2014 - 06.2016
- Reconciling BMC payrolls weekly and monthly
- Receiving and checking payrolls then send to IT for upload on system (BMC and Boitekanelo payrolls)
- Re-issue and transact IFS on behalf of Post Office when systems are down
- Solving customer’s queries both internal and external over telephone or in person etc.
- Issuing and associating international money order with branches to be paid (Western Union, International money)
CUSTOMER SERVICE ASSISTANT -MERCHANDISE UNIT
Botswana Postal Services
08.2013 - 08.2014
- Controlling the movement and ordering of stock for the Post Offices (Stock remittance)
- Supporting Branches on process and procedures in the Retail department
- Data capturing and analysing of sales reports of all branches weekly and monthly
- Receive, check invoices and purchase orders, making sure they are signed and submit to finance for payment from suppliers soon as they arrive
- Make a follow up of creditors and debtors and ensure payments are done on time
- Solving customers queries over phone both internal and external or directly
ACCOUNTS ASSISTANT-AGENCY UNIT
Botswana Postal Services
11.2011 - 07.2013
- Reconciling petty cash on monthly basis
- Issuing farmers with invoice received from BMC for payments, newspaper or newsletter
- Making follow ups on defaulted customer for payments
- Reconciliation of monthly returns from post offices versus Postal Master Revenue
- Consolidation of summaries of returns from Post offices and balancing with the cash account
- Receiving, checking the monthly payroll for Old Age Pension, Destitute, World War Veteran and posting it to all various post offices
- Receiving, checking of social benefit forms from post offices and sending them to Department of Social Services to capture in system
Education
Master’s - Business Administration
Botswana Open University
04.2025
Certificate - Compliance
International Compliance Association
04.2025
Bachelor Of Commerce - Human Resources Management and Industrial Relations
Botswana Open University
08-2023
Postgraduate - Enterprise Risk Management
Botswana Accountancy College
01.2019
Association Of Accounting Technician Level 4 -
Gaborone Academy of Education
01.2017
Certificate Of Proficiency - Short Term
Insurance Academy of Botswana
01.2017
Certificate Of Proficiency - Long Term
Insurance Academy of Botswana
01.2018
Diploma In Business Management -
Amity University of India
01.2016
Certificate - Finance & Accounting
Naledi Brigade
01.2013
Certificate - Computer Studies
Kgatleng Brigade
01.2011
Certificate - Travel Tourism & Hospitality
ABM. University
01.2008
Skills
- Attention to detail
- Risk assessment
- Customer service
- Regulatory compliance
- Employee training
- Teamwork and collaboration
- Know your customer
- Hardworking
- Interpersonal skills
References
- Mr. Ronald Bogatsu, Botswana Post, Value Center General Manager, P.O. Box 100, Gaborone, Botswana
- Mrs. Thapelo Motheo, Botswana Post, Business Support Manager, P.O. Box 100, Gaborone, Gaborone
- Ms. Tshepiso David, Botswana Post, Operational Risk Manager, P.O. Box 100, Gaborone, Gaborone
- Mrs. Esther Seoke, Botswana Post, Agency Service Executive, P.O. Box 100, Gaborone, Gaborone
Training Achievements
- Training of Trainers, Baisago University, 2025
- Effective Business Communication, Baisago University, 2023
- Advance Silver First Aid, Botswana Red Cross Society, 2023
- Anti-Money Laundering, Service Plus (Pty) Ltd, 2019
- Certificate in Fire Prevention & Management, Melion (Pty) Ltd, 2015
- Steps to Excellence Certificate, Botswana Post, 2015
Personal Information
- ID Number: 955229819
- Gender: Female
- Nationality: Motswana
- Driving License: Class B
Timeline
RISK OFFICER-RISK & COMPLIANCE UNIT
Botswana Postal Services
01.2019 - Current
BUSINESS SUPPORT OFFICER-SUPPORT UNIT
Botswana Postal Services
07.2016 - 01.2019
AGENCY SERVICE OFFICER-AGENCY UNIT
Botswana Postal Services
09.2014 - 06.2016
CUSTOMER SERVICE ASSISTANT -MERCHANDISE UNIT
Botswana Postal Services
08.2013 - 08.2014
ACCOUNTS ASSISTANT-AGENCY UNIT
Botswana Postal Services
11.2011 - 07.2013
Master’s - Business Administration
Botswana Open University
Certificate - Compliance
International Compliance Association
Bachelor Of Commerce - Human Resources Management and Industrial Relations
Botswana Open University
Postgraduate - Enterprise Risk Management
Botswana Accountancy College
Association Of Accounting Technician Level 4 -
Gaborone Academy of Education
Certificate Of Proficiency - Short Term
Insurance Academy of Botswana
Certificate Of Proficiency - Long Term
Insurance Academy of Botswana
Diploma In Business Management -
Amity University of India
Certificate - Finance & Accounting
Naledi Brigade
Certificate - Computer Studies
Kgatleng Brigade
Certificate - Travel Tourism & Hospitality
ABM. University
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