Suzette Van Rheede Van Oudtshoorn
Group Records Management and Architecture Head at FirstRand group- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
-
English Native or bilingual proficiency
-
Afrikaans Native or bilingual proficiency
Topline Score
Bio
Wayne Clarke
Suzette was a great asset to the team. I found her to be professional and well respected by her clients. I believe Suzette will make a success in any field she chooses.
Shaun Overmeyer
Suzette was the Customer Relations Manager at one of my Toyota Dealers. She made her mark in that she was not only a fixer of the immediate customer problem but constantly sought to understand the root cause of the problem and to work on a solution to prevent reoccurrences in future. She made several proposals to change the processes and procedures in her work place with a customer first approach. She has the ability to form strong relationships with people and managed to collaborate with key individuals. Consequently she punched way above her weight and was almost always able to present changes to processes and procedures with full support of her management and team. Suzette has proven to be a great systems thinker understanding how things are inter-connected and how to use that understanding to resolve problems. This together with her ability to work well with people, to gain their confidence and to lead allows me to confidently recommend her for a position requiring her to solve problems in a collaborative manner. Suzette will be an asset to any business.
Wayne Clarke
Suzette was a great asset to the team. I found her to be professional and well respected by her clients. I believe Suzette will make a success in any field she chooses.
Shaun Overmeyer
Suzette was the Customer Relations Manager at one of my Toyota Dealers. She made her mark in that she was not only a fixer of the immediate customer problem but constantly sought to understand the root cause of the problem and to work on a solution to prevent reoccurrences in future. She made several proposals to change the processes and procedures in her work place with a customer first approach. She has the ability to form strong relationships with people and managed to collaborate with key individuals. Consequently she punched way above her weight and was almost always able to present changes to processes and procedures with full support of her management and team. Suzette has proven to be a great systems thinker understanding how things are inter-connected and how to use that understanding to resolve problems. This together with her ability to work well with people, to gain their confidence and to lead allows me to confidently recommend her for a position requiring her to solve problems in a collaborative manner. Suzette will be an asset to any business.
Wayne Clarke
Suzette was a great asset to the team. I found her to be professional and well respected by her clients. I believe Suzette will make a success in any field she chooses.
Shaun Overmeyer
Suzette was the Customer Relations Manager at one of my Toyota Dealers. She made her mark in that she was not only a fixer of the immediate customer problem but constantly sought to understand the root cause of the problem and to work on a solution to prevent reoccurrences in future. She made several proposals to change the processes and procedures in her work place with a customer first approach. She has the ability to form strong relationships with people and managed to collaborate with key individuals. Consequently she punched way above her weight and was almost always able to present changes to processes and procedures with full support of her management and team. Suzette has proven to be a great systems thinker understanding how things are inter-connected and how to use that understanding to resolve problems. This together with her ability to work well with people, to gain their confidence and to lead allows me to confidently recommend her for a position requiring her to solve problems in a collaborative manner. Suzette will be an asset to any business.
Wayne Clarke
Suzette was a great asset to the team. I found her to be professional and well respected by her clients. I believe Suzette will make a success in any field she chooses.
Shaun Overmeyer
Suzette was the Customer Relations Manager at one of my Toyota Dealers. She made her mark in that she was not only a fixer of the immediate customer problem but constantly sought to understand the root cause of the problem and to work on a solution to prevent reoccurrences in future. She made several proposals to change the processes and procedures in her work place with a customer first approach. She has the ability to form strong relationships with people and managed to collaborate with key individuals. Consequently she punched way above her weight and was almost always able to present changes to processes and procedures with full support of her management and team. Suzette has proven to be a great systems thinker understanding how things are inter-connected and how to use that understanding to resolve problems. This together with her ability to work well with people, to gain their confidence and to lead allows me to confidently recommend her for a position requiring her to solve problems in a collaborative manner. Suzette will be an asset to any business.
Credentials
-
Business Writing
On-Site TrainingNov, 2009- Nov, 2024 -
Comprehensive Photography Course
Digital MemoriesApr, 2009- Nov, 2024 -
Advanced Driving Course
Master DriveJul, 2004- Nov, 2024 -
Advanced Negotiating Skills Refresher Course
Scotwork Negotiating SkillsNov, 2003- Nov, 2024 -
Advanced Negotiating Skills Course
Scotwork Negotiating SkillsMay, 2003- Nov, 2024 -
New Management Program
Mick McCormick TrainingOct, 2002- Nov, 2024 -
Assertiveness Skills for Managers
IIR TrainingSep, 2002- Nov, 2024 -
Key Accounts
IIR TrainingJul, 2002- Nov, 2024 -
Sales and Marketing Diploma
Damelin Management SchoolJun, 2002- Nov, 2024 -
Time Management and Goal Setting
Mick McCormick TrainingJun, 2002- Nov, 2024 -
Selling for Profit
Mick McCormack TrainingMar, 2002- Nov, 2024 -
Presentation Skills
Mick McCormack TrainngNov, 2001- Nov, 2024 -
Fundamentals of Selling
Mick McCormick TrainingAug, 2000- Nov, 2024
Experience
-
FirstRand group
-
South Africa
-
Financial Services
-
300 - 400 Employee
-
Group Records Management and Architecture Head
-
Jan 2023 - Present
Define records management architecture policies, standards and frameworks in conjunction with Information Security, for the capture, creation, access, security and storage of records Define frameworks for content and document management and other relevant policies and standards Monitor and evaluate the implementation of the records management architecture framework and ensure corrective action is taken if required Provide input into the Information Governance Framework and ensure implementation and roll-out across the Group Align the records management architecture framework to changes in the business environment, legislation, regulations and other related industry practices Prepare information on key metrics related to measuring the progress of records management architecture and report on these metrics at relevant committees Accountable for coordinating the evolution of the records management architecture framework Drive records management architecture (and related risks) awareness across the Group in consultation with relevant stakeholders (e.g. Heads/ Managers of Records Management, Data Heads, etc.) Collaborate with relevant stakeholders across the Group to develop and socialise records management architecture principles to be adopted across the FirstRand Group Ensure relevant stakeholders are trained on records management architecture framework, policies, standards and principles Work with Internal Audit to ensure assurance on records management architecture policies is done effectively with respect to the implementation of the policy Provide coaching and mentoring to the records management community across the Group
-
-
-
FNB iCustomer
-
City of Johannesburg, Gauteng, South Africa
-
Records Management Head
-
Feb 2022 - Dec 2022
Develop and maintain the overarching Records Management for the business unit - Apply appropriate Records Management controls for all key information assets - Establish and entrench a Records Management operating model - Define, agree and ensure implementation of a set of key Records Management metrics and measures for records - Build and maintain relationships with vendors and suppliers to ensure mutually beneficial agreements - Establish mutually beneficial relationships with stakeholders that support thought leadership, innovative and integrated practice solutions - Drive business profitability through Records Management recoveries - Draw up a budget aligned to tactical delivery plans, monitor effectiveness and report on variances - Manage expenditure planning and reporting within approved budget parameters - Compile an integrated view of the Records Management risk landscape and risk profile.
-
-
-
WesBank
-
South Africa
-
Financial Services
-
700 & Above Employee
-
Records and Enterprise Content Manager
-
Sep 2016 - Jan 2022
- Contributes to maximised profit performance for the organization through Industry best practice and optimised compliance - Requests budget and controls expenditure - Researches, designs and implements best practice solutions - Develops and leverages cooperative stakeholder relationships and networks - Manages the business processes for area of responsibility - Implements and maintains the overarching Records Management Governance for the WesBank Group - Manages the evolution and transition of the Records Management strategy in response to changing business requirements - Interfaces between business areas, IT and project teams - Acts as the records Management custodian for the WesBank Group and provides subject matter expertise to stakeholders - Manages the organisation's various record life cycles from inception through to disposal - Promotes teamwork amongst peers and team members - Translating Framework and Policy requirements to tangible Business and IT requirements - Working with Project Offices to keep in line with Policies and Frameworks in roll out of projects - Creating relevant Maturity Assessments to gauge the organisation's level of compliance - Doing Gap-Analysis to see what is still required in order to comply to the Framework and Policies - Doing Improvement Plan's as guidelines to business and IT - Setting up individual Roadmaps per Business unit (annually) to grow maturity against the Framework / Policies - Doing continuous monitoring annually to ensure the business units are on track in achieving their Roadmaps - ERM (Electronic Records Management) - ECM (Enterprise Content Management) - Management of both Structured and Unstructured Data - Capture and Control of Information (Metadata – structured and unstructured) - Archive Management - Information Retrieval - Disposal of Records - Destruction of Records - Legal and Compliance: PAIA; POPIA; GDPR; SARS; SHE; OSH; SARBetc... • Training and teaching
-
-
-
-
Branch Manager
-
Aug 2014 - Aug 2016
• Training of own Branch Employees on EAS (our Electronic Archiving System) • Training of all local (South Africa) branches in Sales; EAS; and Operations • Broad training experience, having trained multiple Branch Managers; Country Managers and Regional Directors for deployment in Africa adding Archiving and Records Management to their current service offering (Sales / Operations and IT System EAS) • Managed a staff capacity (in my own branch - Gauteng) of 20 employees • Delivery of specific and agreed actions designed to deliver improvements across the business as a result of monitoring and identification of issues • Strong people and management skills and the ability to influence senior executives and external stakeholders in a matrix environment – (matrix environment is client's specific) • Excellent communication, interpersonal, team working and organisational skills • Strategic thinker with the ability to simplify complex tasks and ensuring these are effectively implemented and managed • Experienced at successfully implementing change across all levels of the organisation • High level of patience which is essential for nurturing and growing individuals • A broad understanding of financial budgets / statements with experience of analysing data effectively for planning, reporting and controlling costs and identifying inefficiencies o Managing Staff Time and Attendance Registers • Able to demonstrate decisiveness and sound judgement on a consistent basis • Reports on operational productivity to the International Director on a daily; weekly and monthly basis • International Reporting (monthly) on South Africa (cumulatively-all branches); Botswana and Namibia • Sales Management by liaising with internal and external clients to establish an agreed upon project scope and sign off • Review Sales proposals to ensure accurate figures are in line with company’s pricing model and that the proposed solution is relevant and profitable
-
-
-
Pro Archives Systemes South Africa
-
Johannesburg Area, South Africa
-
National Sales Developer (Consultant)
-
Apr 2011 - Jun 2014
I primarily assist clients to classify, organize, manage and store their information, regardless of which format it's in. This could be in traditional paper format or in electronic format (EDMS and ECM). Act as primary contact between clients and Archiv System for purposes of: Negotiating prices within the parameters of the Authority Framework Providing customised solutions. Problem/issue resolution Market products and services in the region to achieve and exceed sales targets. Records Management (Company Records in line with legislation). Data Protection (Electronic Media Management). Information Solutions (Computer Software Solutions / EDMS / ECM). Project Management (People). Confidential Document Destruction (Recycling of Redundant Documentation). Provide customised solutions through an in-depth understanding of specific client needs relating to document classification and retention to ensure fast and effective retrieval. Prepare and present business proposals to new and existing clients as required. Stay abreast of, and inform the Sales & Service Manager of changing market and competitor trends. Stay informed of legislative requirements pertaining to document retention. Maintain close relationships with Operations to ensure effective service delivery and resolution of service issues and complaints. Ensure effective classification and updating of client information to ensure fast and accurate service delivery. Ensure effective document and record management as defined within the client's document retention strategy. Training of new operations and sales staff nationally. Liasing with national branches to ensure timeous service delivery to national clients. Liasing and maintaining good relations with all joint venture partners ensuring all performance paramaters per project are met and exceeded on collabarative projects. Engage with clients on a regular basis to maintain sound relationships.
-
-
-
Metrofile
-
South Africa
-
Facilities Services
-
400 - 500 Employee
-
Records Management Consultant
-
Sep 2009 - Mar 2011
Engage with clients on a regular basis to maintain sound relationships. Act as primary contact between clients and Metrofile for purposes of: Negotiating prices within the parameters of the Authority Framework Providing customised solutions. Problem/issue resolution Market products and services in the region to achieve agreed sales targets. Records Management (Company Records in line with legislation). Data Protection (Electronic Media Management). Information Solutions (Computer Software Solutions / EDMS). Project Management (People). Confidential Document Destruction (Recycling of Redundant Documentation). Provide customised solutions through an in-depth understanding of specific client needs relating to document classification and retention to ensure fast and effective retrieval. Prepare and present business proposals to new and existing clients as required. Stay abreast of, and inform the Sales & Service Manager of changing market and competitor trends. Stay informed of legislative requirements pertaining to document retention. Maintain close relationships with Operations to ensure effective service delivery and resolution of service issues and complaints. Ensure effective classification and updating of client information to ensure fast and accurate service delivery. Ensure effective document and record management as defined within the client's document retention strategy. Report organic growth to the Sales & Service Manager on a monthly basis. Report on client visits & telephonic contact with clients to the Sales & Service Manager on a monthly basis. Report to the Sales & Service Manager regarding service statistics on a weekly basis, and business growth on a monthly basis. Deal with, resolve and report on issues, concerns and complaints. Update and maintain the issues log and ensure prompt action by responsible person to correct customer complaints promptly and efficiently.
-
-
-
Market Toyota
-
Western Cape, South Africa
-
Customer Service Manager
-
Aug 2007 - Feb 2009
Complaints resolution through database management and data analysis, including quantitative and qualitative measures of service improvements. Analysing available systems and processes. Make decisions to strategically plan; develop and implement systems and processes to gear the daily inter-departmental operations toward achieving the team's mission, goals, and objectives. Interpersonal and communication skills that promote the cooperation between personalities in the workplace. Developed internal and external feedback systems and using this feedback to continually refine systems and processes, thereby developing world-class customer service to achieve optimal customer value perception. Coordinating and overseeing the work of team members to ensure the consistency of our service delivery. Running of daily workshop reports (excluding Parts Department) Maintaining daily attendance records. Calculating daily workshop capacity based on technician's attendance / MU factors etc. Compiling daily and monthly reports detailing individual's performances and making this available to them daily so they can track their progress against their individual targets (budgets - technicians & service advisors). Consulting with the Service Advisors daily; weekly and monthly re their WIP (work in progress) and Cash-Outstanding and working together to keep them in line with industry standards. Calculating workshop's Daily Operating Results: Budget hours sold per day Actual hours sold per day Average hours sold per day Hrs sold per job card Attained labour rate per hour Calculating Month End Projections on a daily basis: Actual Total hours sold Actual Total Labour Turn-Over Budget Hours sold - Month Budget Labour Turnover - Month (Rand value)
-
-
-
Sealy SA
-
Johannesburg Area, South Africa
-
Key Account Manager
-
Oct 2001 - Feb 2004
Managed Key Accounts, including Furniture City, Dial-a-Bed and House & Home (Hyperama). I was involved at the Head Offices, Warehouses (regional orders) right through to store level and successfully grew premium sales by 40%. Optimising revenue through effective marketing strategies Ensuring optimum stock (service provided) turn to maximise turnover (and commission). Providing input to which products will sell and which to avoid based on feedback received from our client base. Liaising with the factory / procurement department / and logistics company to ensure the correct items are manufactured and ready for the logistics department Working closely with our dispatch department in managing effective delivery of the stock to the customer. Attending to all customer concerns ensuring total customer satisfaction. Client education, liaison and resolving queries. Creating displays to attract clients' attention. Presenting goods so that they are easily accessible clearly marked and priced. Ensuring sufficient stock in store and replenishing where necessary. Managing client queries and resolving concerns. Implementing the necessary processes to maintain or improve current service levels, in direct relation to account growth by continually assessing client's changing needs. Managing each client's Advertising Budget which was a percentage of turnover annually. Managed and signed off on advertising containing the company name and logo as well as keeping an eye on pricing structures to ensure no one was upsetting the market by undercutting prices per product range. Assisted at all trade shows. Increasing market share through identification of new niches, new applications, and new products. Did market research & analysis: building insights, conclusions and profiles from information on customers, consumers, competitors, products, pricing and promotions. Managed a Customer Incentive Award Program for a select customer base.
-
-
-
LG Electronics South Africa
-
Johannesburg Area, South Africa
-
Area Sales Representative
-
Aug 1999 - Sep 2001
Optimising revenue through effective marketing strategies. Increasing market share through identification of new niches, new applications, and new products. Did market research & analysis: building insights, conclusions and profiles from information on customers, consumers, competitors, products, pricing and promotions. Determining and developing world-class customer service to achieve optimal customer value perception. Database management and data analysis, including quantitative and qualitative measures of service improvements. Managing client queries and resolving concerns. Implementing the necessary processes to maintain or improve current service levels, in direct relation to account growth by continually assessing each client's changing needs. Controlling and growing the existing client base. Assisted at all trade shows. Monitoring the process, ensuring each step is in accordance to the clients expectations. Ensuring optimum stock (service provided) turn to maximise turnover (and commission). Providing input to which products will sell and which to avoid based on feedback received from our client base. Conducted product knowledge training sessions in my client's stores to teach their sales staff to sell our products as well as their warehouse / service clerks the basic troubleshooting advice before having to book an item in to be fixed. Working closely with our dispatch department in managing effective delivery of the stock to the customer. Attending to all customer concerns ensuring total customer satisfaction. Client education, liaison and resolving queries. Creating displays to attract clients' attention. Presenting goods so that they are easily accessible clearly marked and priced. Ensuring sufficient stock in store and replenishing where necessary. Conducting market research regarding the kind of product our customers are selling and what percentage floor space we occupied in relation to our competitors. This includes their best sellers.
-
-
Education
-
2018 - 2018
AIIM International
ECM Masters, Enterprise Content Management -
2017 - 2017
AIIM International
ERM Specialist, Electronic Records Management -
2002 - 2004
Damelin
School of Business, Sales and Marketing Management -
1992 - 1996
Hoerskool Kempton Park
Grade 12 (Matric) with University Exemption, Maths; Science, Biology; Geography; English; Afrikaans
Community
