Pinare Monoto
Maseru
Summary
A seasoned RPA Developer with a solid background and extensive experience in Process Re-engineering and Change Management. Skilled in Robotic Process Automation [WorkFusion, MS Power Automate, Python], Lean Six Sigma [DMAIC], Scaled Agile Framework and Change Management [ADKAR].
Overview
9
9
years of professional experience
1
1
Certification
Work History
Client Experience Manager
Standard Lesotho Bank
05.2024 - Current
- Identify opportunities to enhance overall Client Experience and satisfaction across PPB.
- Implement and drive the adoption of the client experience minimum standards, frameworks, and rules with clear ownership and accountability across PPB (e.g., complaints management framework).
- Gather and analyze client data and feedback (VOC) to identify staff and customer pain points, trends, issues and areas for improvement.
- Review and improve PPB processes for efficiency and effectiveness for the betterment of client experience.
- Provide input into regulatory reporting for PPB Client Experience matters.
- 8 years 9 months
Manager Platform Operations & User Experience
Standard Lesotho Bank
02.2022 - 04.2024
- Guide the design and testing of customer user experience on the platform business, as well as the verification, validation and validity checks related to applications, onboarding and document processing.
- Adopting an agile approach to ensure that the design, testing and delivery of the platform capabilities are ready for implementation and see to their commercialization as required to support success of the platform. Over 56,000 clients on the platform and +110 million ZAR in liquidity.
- Responsible for drafting and gaining approval for the implementation of partner service level agreements/standards for all value-added services, technology and interdepartmental agreements. Managing 2 international and 1 local service provider.
- Collaboration with governance functions of the bank to maintain most appropriate governance, risk, and security practices, with special consideration to cross-border engagement, exchange control and related risks and frameworks.
- Drive the operational excellence by adopting best practice for the platform business and creating a coherent link between people, processes, and technology.
- 2 years 3 months
RPA Technical Coach: Africa Regions (Part Time)
Standard Bank Group
07.2020 - 04.2024
- Guide and mentor candidates through the Design and Development stage of the Robotic Process Automation (RPA) Power User Program.
- Review and evaluate candidates' RPA project submissions with a focus on: Profitability, Governance, Overall use-case viability, technical feasibility, and Risk assessment.
- Provide inputs to incumbents' technical solutions to ensure the intended functionality upon deployment.
- Deliver technical training for the Standard Bank Group's RPA Program; partook in training intakes with over 50 candidates across 8 countries in Africa.
- Partaking in the conception of Lesotho RPA Framework and Mandate.
- Scale in-country Robotics capabilities and adoption through localized training programs.
- 3 years 10 months
Manager, Client Journeys
Standard Lesotho Bank
10.2020 - 08.2022
- In alignment with the Digitization Framework as defined by Group PBB Africa Regions:
- Ensure benefits realization through revenue increases and/or cost reduction following the implementation of journey projects and solutions.
- Accountable for the design and formation of client journeys adopted in the bank's strategy, including solution development, test and learn in country.
- Responsible for conveying product vision to engineering teams, prioritization of the team's backlog and setting direction for product releases and sprints.
- Drive forecasting and monitoring of digital products usage and charged with development of execution plans to propel adoption and achieve client satisfaction and self-service usage targets.
- Solicit and streamline customer insights into user stories to inform product journeys and enhancements.
- Entrusted with the formation of Agile teams in Country to deliver client journey solutions.
- Responsible for leading the conception and implementation of change management plans for client journey initiatives.
- 1 year 11 months
Continuous Improvement Officer
Standard Lesotho Bank
05.2019 - 10.2020
- Application of Robotic Process Automation (RPA) software to automate & enhance processes.
- Responsible for employing Business Intelligence tools to track and report benefits of RPA initiatives to ensure Return on Investment (ROI). Collected over M 1 million in revenue over 6 months.
- Supported the implementation and coached the Bank's staff on Agile Ways of Work.
- Application of Lean Methodology in process reengineering to improve customer satisfaction and service delivery.
- Change Management Lead in cross-functional agile projects employing Prosci ADKAR model.
- Responsible for partnering with business to discover opportunities for and drive process efficiencies.
- 1 year 6 months
Process Analyst
Standard Lesotho Bank
05.2017 - 04.2019
- Accountable for monitoring and reporting on process performance as input for management decisions.
- Partnering with the Audit and governance bodies to eliminate compliance gaps in processes.
- Responsible for identifying non-value-add activities within business processes and ran elimination thereof.
- Engage Frontline staff for customer insights to inform processes restructuring.
- Ongoing documentation of Bank-wide processes and org-wide socialization.
- 2 years
Systems Trainer and Processes Lead
Africa Core Banking Programme
06.2016 - 05.2017
- A Transformation journey by the Standard Bank Group to roll-out and implement a new Core Banking System to its subsidiaries across Africa. I assumed various roles as the project evolved;
- 1. FINACLE TRAIN THE TRAINER (TTT)
- Having undergone a very detailed and rigorous training on the Core Banking System functionalities and successfully completing all assessments thereof, I was responsible for the following;
- Provision of role-based training to staff on how to operate the Finacle Core Banking System.
- Preparation and submission of reports to Project Leads on the progress of training and system adjustments deemed necessary (As suggested by delegates).
- 2. PROCESSES LEAD
- Documented and ensured that all the 600+ new Core Banking System processes got timely approvals and sign-off.
- Engaging with Subject Matter Experts (SMEs) to identify and update obsolete processes as a result of the new system implementation.
- 3. INTERNAL CONTACT CENTER CONSULTANT
- Providing full-time support to the branch network and on the job training of staff to close knowledge gaps post go-live.
- Continuously identifying and communicating to staff, new and efficient ways on how they can execute their tasks better to provide flawless customer service.
- Resolving queries raised by users as they operated on Finacle.
- 1 year
Payments Officer
IBC Internet FX
04.2016 - 05.2016
- Processing internet payments. Required vigilance when processing payments in order to identify and prevent risks inherent in cross border transactions.
- Resolving queries relating to remittances made through e-banking platforms.
- 2 months
Human Capital Administration Officer
Standard Lesotho Bank
01.2016 - 03.2016
- Administration of contracts and remuneration of fixed term employees.
- 3 months
Education
Postgraduate Diploma in Management Practise - Business/Commerce, General
University of Cape Town - GSB
Cape Town, South Africa01-2024
General Accountant - Accounting and Finance (ACCA)
Center For Accounting Studies
Maseru, Lesotho01-2018
Skills
- Training and Coaching
- Lean Six Sigma
- Data-driven decision making
- Robotic Process Automation (RPA)
- Customer service
Certification
- Automation Essentials
- SQL Essentials Training
- Automating the Business Process
- Advanced Diploma in Accounting and Business
- Lean Six Sigma Yellow Belt (ICYB)
Awards
Standard Lesotho Bank Mark of Excellence Award [2019] - Innovation
Standard Lesotho Bank Mark of Excellence Award [2020] - Innovation
Intelligent Automation / Robotics Award: PBB Africa Regions [2021]
Timeline
Client Experience Manager
Standard Lesotho Bank
05.2024 - Current
Manager Platform Operations & User Experience
Standard Lesotho Bank
02.2022 - 04.2024
Manager, Client Journeys
Standard Lesotho Bank
10.2020 - 08.2022
RPA Technical Coach: Africa Regions (Part Time)
Standard Bank Group
07.2020 - 04.2024
Continuous Improvement Officer
Standard Lesotho Bank
05.2019 - 10.2020
Process Analyst
Standard Lesotho Bank
05.2017 - 04.2019
Systems Trainer and Processes Lead
Africa Core Banking Programme
06.2016 - 05.2017
Payments Officer
IBC Internet FX
04.2016 - 05.2016
Human Capital Administration Officer
Standard Lesotho Bank
01.2016 - 03.2016
Postgraduate Diploma in Management Practise - Business/Commerce, General
University of Cape Town - GSB
General Accountant - Accounting and Finance (ACCA)
Center For Accounting Studies
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