NEO MOAGI
TRADE OPERATIONS AND SERVICE MANAGER
Gaborone
Summary
Highly motivated Trade Finance professional with12 years banking experience. Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organizational levels. Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
Work History
TRADE OPERATIONS AND SERVICE MANAGER
Standard Chartered Bank
Gaborone, GA
11.2016 - Current
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Resolved customer complaints in professional and timely manner, 100% of complaints resolved within TAT.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs. Having monthly over 50% First call resolution for all client queries.
- Responsible for ensuring that systems and procedures are in place and continuously reviewed for processing of guarantees/bonds, invoice financing and letters of credits within agreed timelines. Introduced online initiation of transactions for Trade operations from 100% manual initiation to 90% digital initiation in as of March 2024.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training
- Resolved customer complaints in professional and timely manner
- Met with customers to discuss service needs and develop effective and practical solutions
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction
- Implemented strategies to increase customer service satisfaction ratings
- Improved customer satisfaction by implementing streamlined service processes and staff training programs
- Coordinated with other departments to maintain streamlined and productive workflow (e.g Cash Management operations to ensure transactions to other banks are moved before cutoff times)
SENIOR SECURITIES OFFICERS
Standard Chartered Bank
04.2015 - 10.2016
- Processing of equity settlement, including ensuring sufficient funds, shares and credit limits.
- Follow up with internal sections/divisions for identifying receipt of foreign currency funds, credits to respective clients (s) accounts, execution of FX deals and subsequent credit to clients' cash accounts
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency
- Ensured all funds are remitted on time to avoid claims from clients (from sale of equity), Nil claims recieved.
BRANCH OPERATIONS AND SERVICES MANAGER
Standard Chartered Bank
02.2014 - 03.2015
- Followed information management strategies and monitored employee activities to protect customer information and business assets from loss and theft
- Used coaching and performance strategies to improve team results and build successful environments
- Trained and guided staff on new financial products and in upselling and cross-selling techniques
- Adhering to all key control standards to ensure that branch is always audit ready
- Conduct audit socialization (using audit reports from other departments or previous audits) for branch to ensure similar operational losses are prevented locally
- Used reports to cross sell opportunities, e,g ensured I referred atleast 1 credit card application every month from leads report.
INTERNATIONAL GRADUATE
Standard Chartered Bank
08.2012 - 02.2014
- Volunteered for and tackled new assignments and tasks to ease staff member burden
- Did series of rotations within Retail Clients (Credit MIS, Retail Banking Operations, Retail Banking products and Branch operations)
- Designed collections MIS pack to track performance of collectors and inform management and other stakeholders
- Rolled out new Minimum Amount Due (MAD) for credit cards that eases credit card debt burden on customers
- Proven ability to learn quickly and adapt to new situations
Education
MASTERS IN BUSINESS ADMINISTRATION
VICTORIAN INSTITUTE OF TECHNOLOGY
SYDNEY, AUSTRALIA 08.2023 - Current
COMPLIANCE MANAGEMENT CERTIFICATE
UNIVERSITY OF CAPETOWN
CAPE TOWN,SOUTH AFRICA 06.2024 - Current
BBA - Business Administration And Management
UNIVERSITY OF BOTSWANA
GABORONE,BOTSWANA 05.2005 - 10.2009
Skills
Collaborate cross-functionally and across geographic locations
Relationship Building
Customer Service Management
Problem-Solving
Staff Supervision
Staff Training and Development
MS Office
Project management skills
Analytical skills
Reporting and documenting skills
Timeline
COMPLIANCE MANAGEMENT CERTIFICATE
UNIVERSITY OF CAPETOWN
06.2024 - Current
MASTERS IN BUSINESS ADMINISTRATION
VICTORIAN INSTITUTE OF TECHNOLOGY
08.2023 - Current
TRADE OPERATIONS AND SERVICE MANAGER
Standard Chartered Bank
11.2016 - Current
SENIOR SECURITIES OFFICERS
Standard Chartered Bank
04.2015 - 10.2016
BRANCH OPERATIONS AND SERVICES MANAGER
Standard Chartered Bank
02.2014 - 03.2015
INTERNATIONAL GRADUATE
Standard Chartered Bank
08.2012 - 02.2014
BBA - Business Administration And Management
UNIVERSITY OF BOTSWANA
05.2005 - 10.2009