Shameeta Maharaj

I am a seasoned banking professional with 28 years of industry experience, including active involvement in the amalgamation of four banks and multiple organizational restructures. These transitions have shaped my ability to adapt swiftly and effectively to change. Over the past two decades in leadership roles, I’ve cultivated a detail-oriented and results-driven approach, balanced by empathetic leadership. Resilient by nature, I thrive in collaborative environments and work seamlessly across business units to drive collective success.

Employer: United Bank (now ABSA following amalgamation)
Tenure: 01 January 1998 – Present
Role Summary:
Dedicated to enhancing the customer experience by delivering fast, efficient service through the ongoing mentoring, coaching, and development of branch staff. Responsible for ensuring full compliance with regulatory standards and ABSA’s internal policies and procedures.

Core Responsibilities:

Proactively manage and mitigate branch-level risks, fraud, and losses by embedding and enforcing operational policies and controls.
•  Provide hands-on coaching to team members, ensuring they understand and consistently apply required processes and controls, along with the implications of non-compliance.
•  Record and report all loss events arising from processing errors or internal fraud as part of risk management protocols.
•  Support marketing and campaign initiatives, contributing to their execution and success.
•  Participate in sales efforts and foster a proactive sales culture within the branch.
•  Oversee the lead generation process, ensuring staff refer potential clients to sales consultants and monitor conversion outcomes.
•  Promote the adoption of alternative service delivery channels to improve customer convenience and operational efficiency.
•  Analyze and implement local market strategies to identify growth opportunities and enhance profitability, using market intelligence to stay ahead of customer needs.
•  Champion the customer experience by resolving complaints at first contact and modeling exemplary service standards.
•  Provide operational support during peak periods or staff absences to maintain service continuity.
•  Lead people management functions, including:
•  Talent identification and succession planning
•  Staff mentoring and performance coaching
•  Handling disciplinary matters and grievance resolution
•  Driving performance development and recognition programs
•  Facilitating training and professional development initiatives

Completed Matric in 1996 at Dr AD Lazarus Secondary, followed by progressive qualifications in banking, marketing, and business management. Holds multiple NQF Level 5 certificates and diplomas, including:
•  CATS (Commercial Advancement Training Scheme) – 2003
•  Certificate in Banking – Institute of Bankers & Damelin, 2004
•  Certificate in Marketing & Customer Centricity – University of Johannesburg, 2006
•  Diploma in Marketing – UNISA, 2010
Advanced qualifications include:
•  Advanced Certificate in Banking Services – Milpark, 2018 (NQF 6)
•  Advanced Diploma in Business Management – Mancosa, 2022 (NQF 7)