Melissa Saldanha

1. Controls Management:

• Develop, design, and execute testing of control to ensure effectiveness in mitigating risks and adherence to mapped obligations

• Create and update test plans for the team, ensuring a systematic approach to progress through scheduled testing

2. Risk and Obligation Mapping:

• Ensure mapping of Key Controls to Risks and Obligations for the COO, COO and GM's and thorough testing of mapped controls to confirm alignment with risk management strategies and regulatory obligations

3. Risk Assurance Reviews:

• Perform validations on completed Accelerate deliveries against CUP recommendations for high risk processes

4. Risk Assessments:

• Conduct and document delivery and supplier risk assessments to identify and mitigate potential risks.

• Collaborate with stakeholders to address identified risks, implementing mitigation strategies as needed

5. Reporting:

• Prepare and distribute monthly and quarterly risk reports, providing comprehensive updates on risk exposures and control effectiveness

• Contribute to attestations and the Risk Maturity Index to support executive decision-making and maintain regulatory compliance

6. Data Analysis:

• Analyse incident data to identify root causes of recurring issues

7. People Dashboard:

• Streamline the process for compiling and presenting the current risk position through a People Dashboard for the PLT

• Continuously enhance dashboard functionality to ensure accurate, real-time reflection of team’s risk posture and control health

• Built a Premium Administration Tracker using PowerBI to provide a centralised view of the allocated tasks and to derive insights into Suspense Anomalies and Schedule Errors

• Monthly and annual reviews of member data files including collection of relevant data, data transformation, uploading data to the policy administration system as well as resolving data and schedule errors

• Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction
• Participated in several BVT's for Sanagi
• Responsible for documenting and rolling out process updates in the Change Detail queue
• Stepping up for the team lead while in her absence, including team resource planning

• Consistently delivered 100% Quality each month; Awarded Quality Legend of the Month (May 2021, July 2021)
• Average of over 100% Productivity each month; Awarded Customer Champ of the Month (April 2021)
• Contributed to Complaints Resolution Events
• Contributed to the Indexation Improvement Project

• Planograms - Executions & Compliance
• Executing tasks, building displays, erecting Point-of-sale
• Building & maintaining strong relationship with store personnel
• Communicating promotional activities / New Lines

• Reviewed CRM systems to understand relevant opportunities, pull reports and create dashboards
• Identified new market opportunities through in-depth research and analysis of industry trends

• Analyse fraud trends, visualise data and escalate appropriately to stakeholders
• Develop standard operational procedures in order to communicate and apply consistent standards and practices within the department
• Work with internal risk investigation teams to come up with action plans to address corrective and preventative measures to mitigate risk