SHARON ROUSSEAU

Compliance and Regulatory Expertise

• Administer FSCA register compliance alongside the Compliance Officer, including obtaining and recording Fit and Proper documentation from all Africa-based advisers.
• Liaise with internal and external compliance teams to manage onboarding, ongoing tracking, and offboarding of advisers from the regulatory representative register.
• Track and manage Continuing Professional Development (CPD) records for all advisers in line with compliance requirements.
• Administer and manage sub-appointment processes for all Africa advisers with local and offshore providers, including applications, closures, internal client transfers, and quarterly reconciliations.
• Maintain detailed records of sub-appointments, client transfers, and closures across all providers.
• Manage Terms of Business for local and offshore providers, including application, renewal, reconciliation, and record-keeping, alongside the Compliance Officer.
• Train compliance administrators on all aspects of Terms of Business processes to ensure consistent regulatory adherence, in collaboration with the Compliance Officer.
• Liaise with providers regarding new and ongoing Terms of Business, and coordinate provider training.
• Administer and manage suitable certifier applications for all Africa-based advisers across all offshore providers.
• Design and record digital adviser stamps for all Africa-based advisers in line with digital certification, supporting the verification of client documents.
• Update the company's Professional Indemnity Insurance on an annual basis, alongside the Compliance Officer.
• Administer and manage platform access applications for all Africa advisers across all provider online platforms, including compliance and commissions teams.
• Administer adviser onboarding and offboarding to all company systems, including email distribution groups, access rights, and operational platforms.
• Ensure proper record-keeping of agreements, entity codes, signatories, certifiers, and commission payment bank accounts across all local and offshore providers.
• Created the Terms of Business procedure for internal requests in line with compliance requirements, alongside the Compliance Officer.
• Developed the Compliance Terms of Business review and application process, coordinating with internal compliance, and Group Compliance at Head Office.

Operations and Systems Management Expertise

• Manage and update the company SharePoint platform, including company resources, documents, and training materials, as well as maintaining permissions and access for all Africa staff.
• Company website management, including liaising with Head Office IT to maintain and update information on the website.
• Managing expense requests alongside the Finance Department and assisting with budget coordination across Africa offices.
• Design and maintain the company's quarterly internal newsletter, including compliance and company updates, incentives, and insights on company and staff development.
• Develop internal software tools and process enhancements in a personal capacity to digitalize and streamline operations, and improve workflow efficiency, including sub-appointment record-keeping and meeting attendance recording in line with FSCA requirements.
• Create and update internal HR, onboarding, and offboarding processes in line with Head Office HR policies, including employee tracking spreadsheets for payroll, commission tracking, and reporting.
• Produce and distribute internal communications, including compliance, and operational updates.
• Digitalize the company's certification process.
• Design company and individual adviser digital stamps in line with the certification digitalization initiative.
• Lead training and implementation of file encryption and password protection of client data in line with POPIA (Protection of Personal Information Act).
• Facilitate training and provide ongoing support to office liaisons, receptionists, and office managers in their operational roles.
• Train all operational staff across Africa in their roles and responsibilities.
• Manage all office liaisons, receptionists, and office managers, providing ongoing support for operational systems, procedures, and general queries.
• Coordinate business card orders for all advisers in line with company design standards.
• Manage the courier service account, and coordinate courier bookings across administrative teams and departments.
• Prepare reports, presentations, and documentation for internal and client-related use.
• Draft minutes and agendas for scheduled operational meetings.
• Update and maintain company meeting recordings for internal resource purposes.
• Manage printing, telephony, and Wi-Fi accounts across all of the Africa offices.
• Administer general case administration, ensuring company documentation and provider requirements are accurately processed.
• Host monthly team-building events for the Johannesburg office staff.
• Assist in resolving client and staff complaints.
• Act as a liaison for all office rental account management, including obtaining rental invoices, submitting them to the Finance department, processing renewals, etc.
• Design and distribute company incentive flyers and marketing materials for internal and external events.
• Host, arrange, and facilitate budget coordination for provider-sponsored, and internal company events.
• Facilitate induction training events for new providers, including logistics and budget coordination.
• Coordinate recruitment scheduling and follow-up with candidates and recruitment teams.
• Facilitate company charity drives, and obtain internal donations for outreach initiatives.
• Support the Finance department in cost-saving initiatives and operational efficiency projects.
• Managed and updated the company OneDrive platform, including company resources, documents, and training materials.
• Migrated the entire company's shared platform from OneDrive to SharePoint, including reconciliation and updating of compliance documents, administrative resources, sub-appointment materials, training documentation, and marketing resources.

Operations Management Expertise

• Facilitated training and provided ongoing support to office liaisons, receptionists, and office managers in their operational roles.
• Managed all office liaisons, receptionists, and office managers, providing ongoing support for operational systems, procedures, and general queries.
• Managed expenses alongside the Finance Department, and assisted with budget coordination across Africa offices.
• Administered adviser onboarding and offboarding to all company systems, including email distribution groups, access rights, and operational platforms.
• Designed and maintained the company's quarterly internal newsletter, including compliance and company updates, incentives, and insights on company and staff development.
• Facilitated induction training events for new staff, including logistics and budget coordination.
• Developed internal software tools and process enhancements in a personal capacity to digitalize and streamline operations, and improve workflow efficiency, including meeting attendance recording in line with FSCA requirements.
• Acted as a liaison for all office rental account management, including obtaining rental invoices, submitting them to the Finance Department, processing renewals, etc.
• Designed and distributed company incentive flyers and marketing materials for internal and external events.
• Hosted, arranged, and facilitated budget coordination for provider-sponsored, and internal company events.
• Administered general case administration, ensuring company documentation and provider requirements were accurately processed.

Office Management - Johannesburg Office

• Oversaw and managed day-to-day office operations, including facilities, agreements, supplier/vendor liaison, and general maintenance.
• Managed front-office functions: reception, cleaning staff, courier services, access control, and parking allocations.
• Handled office procurement (stationery, kitchen, utilities), vendor relationships, and telephony service queries.
• Maintained internal task trackers, performance logs, and office resource records.
• Managed internal office incentives, figures, and target tracking.
• Hosted monthly team-building events for the Johannesburg office staff.

Compliance and Regulatory Expertise

• Administered FSCA register compliance alongside the Compliance Officer, including obtaining and recording Fit and Proper documentation from all Africa-based advisers.
• Liaised with internal and external compliance teams to manage onboarding, ongoing tracking, and offboarding of advisers from the regulatory representative register.
• Tracked and managed Continuing Professional Development (CPD) records for all advisers on the Representative register, in line with compliance requirements.
• Designed and recorded digital adviser stamps for all Africa-based advisers, in line with digital certification, supporting the verification of client documents.
• Updated the company's Professional Indemnity Insurance on an annual basis, alongside the Compliance Officer.
• Managed Terms of Business for local and offshore providers, including application, renewal, reconciliation, and record-keeping, alongside the Compliance Officer.
• Trained compliance administrators on all aspects of Terms of Business processes to ensure consistent regulatory adherence, in collaboration with the Compliance Officer.
• Liaised with providers regarding new and ongoing Terms of Business, and coordinated provider training.
• Administered and managed suitable certifier applications for all Africa-based advisers across offshore providers.
• Ensured proper record-keeping of agreements, entity codes, signatories, certifiers, and commission payment bank accounts across all local and offshore providers.
• Administered and managed sub-appointment processes for all Africa-based advisers, with local and offshore providers, including applications, closures, internal client transfers, and quarterly reconciliations.
• Maintained detailed records of sub-appointments, client transfers, and closures across all providers.
• Administered and managed platform access applications for all Africa advisers across all provider online platforms, including compliance and commissions teams.

• Facilitated induction training events for new staff, including logistics and budget coordination.
• Created and updated internal HR, onboarding, and offboarding processes in line with Head Office HR policies, including employee tracking spreadsheets for payroll, commission tracking, and reporting.
• Administered adviser onboarding and offboarding to all company systems, including email distribution groups, access rights, and operational platforms.
• Drafted HR-related documentation, including, but not limited to, contracts, offer letters, salary adjustments, and policy notices.
• Assisted in resolving client and staff complaints.
• Coordinated recruitment scheduling and follow-up with candidates and recruitment teams.

Facilities & Office Support

• Provided general office maintenance support and addressed day-to-day facility needs.
• Processed office-related expense requests and orders.
• Managed service provider accounts related to office support and supplies.

Front Office & Communication

• Answered and managed the central telephone system, directing calls to the appropriate staff or department.
• Welcomed visitors and clients, maintaining a clean and professional reception area to ensure a positive first impression.

Client Interaction & Documentation

• Responded to client and internal staff queries via phone, email, and in person.
• Collected and distributed messages for staff, supporting smooth internal communication.
• Arranged certification for client documentation, ensuring proper handling and security.
• Maintained confidentiality of client and company information at all times.
• Resolved client concerns and complaints in a timely and professional manner.
• Organized, maintained, and updated client information and internal records in digital systems.

Scheduling & Coordination

• Scheduled appointments while balancing staff availability and customer needs.
• Managed the complete process of booking, tracking, and ensuring the secure delivery of packages.
• Coordinated the couriering of client documentation to respective service providers.
• Managed office meeting room bookings for all staff.

General Administrative Support

• Compiled and distributed weekly office performance figures.
• Assisted with filing, data entry, and administrative support across departments.
• Supported team members and leadership with ad hoc tasks to maintain efficient front-office operations.
• Managed daily reception duties, multitasking in a fast-paced environment while meeting time-sensitive deadlines.

Data Entry & Records Management

• Entered client details, financial notes, and payment information into systems with speed and accuracy.
• Verified that data from various sources was captured accurately and completely.
• Tagged, indexed, and organized data within digital filing systems for ease of access.
• Input handwritten and scanned documents into digital databases.
• Validated and maintained large volumes of structured and unstructured data across platforms.
• Managed spreadsheets used for operational and reporting purposes.
• Monitored data sets for errors, inconsistencies, or duplications, and took corrective action as needed.
• Maintained organized records, files, and audit trails to support internal reporting and compliance.

Administrative & System Support

• Processed and tracked debtor payments and updated account balances in real time.
• Produced regular reports to assist management and finance teams.
• Updated internal systems for interdepartmental access and review of account and client data.
• Liaised with various teams to gather, organize, and format data for internal reports.
• Ensured compliance with data protection and privacy policies across all tasks.
• Troubleshot basic system and data queries to maintain data flow and usability.

Operational Accuracy, Reporting & Collaboration

• Liaised with other departments to confirm payment compliance, settle account queries, and ensure smooth cross-functional workflows.
• Managed large volumes of information while ensuring data integrity across platforms.
• Supported collections, billing, and legal teams in verifying debtor status and documentation.
• Handled high volumes of sensitive data and ensured confidentiality protocols were followed.
• Consistently met performance goals and daily processing targets while adapting to shifting workloads and priorities.

Business Operations & Administration

• Managed all day-to-day operations including opening/closing procedures, scheduling, and workflow coordination.
• Maintained organized digital and physical records including bookings, invoices, and supplier contracts.
• Tracked performance metrics: daily revenue, service breakdowns, and appointment volumes.
• Implemented management software for booking, payments, and client records.
• Sourced new clients through referrals, digital outreach, and promotional activities.
• Maintained and updated CIPC company records.

Financial Management & Costing

• Prepared monthly budgets, tracked expenses, and managed overhead costs.
• Performed service pricing and margin analysis based on COGS and market positioning.
• Managed accounts payable and receivable, cash flow forecasts, and reconciliations.

Procurement & Inventory Management

• Sourced and negotiated pricing with suppliers for products and equipment.
• Maintained stock levels and monitored usage to avoid over-purchasing.
• Managed supplier relationships, purchasing cycles, and timely stock delivery.
• Conducted regular stock takes and implemented cost-saving inventory practices.

Service Design & Product Offerings

• Designed and maintained service menus and pricing lists.
• Researched and introduced new techniques, tools, and high-end product lines.
• Curated retail product ranges (nail care, skincare, accessories) for additional revenue.

Branding, Digital Marketing & Promotion

• Designed brand identity including visual elements, tone, and customer experience.
• Created brochures, loyalty cards, signage, and digital marketing content.
• Managed presence across Instagram, Facebook, Google, and website platforms.
• Scheduled and published content showcasing services and promotions.
• Ran paid social media ad campaigns and email marketing.

Client Relationship Management

• Responded to client messages, inquiries, and reviews across digital platforms.
• Delivered personalized client service and managed bookings via online systems and WhatsApp.
• Handled client feedback and resolved service concerns professionally.
• Implemented loyalty programs and tracked customer preferences for tailored experiences.

Administrative Support & Coordination

• Computerized and streamlined office operations including customer communications, appointment scheduling, and record-keeping.
• Collected, validated, and distributed key information across departments to support operational continuity.
• Entered and maintained departmental records in the company database with a high level of accuracy.
• Maintained structured filing systems for both personal and professional documentation.
• Oversaw internal calendars and coordinated meetings, team appointments, and business activities.
• Assisted in basic accounting tasks including invoice tracking, reconciliation, and documentation preparation.
• Coordinated general administrative tasks and supported day-to-day office efficiency.

Reception & Front Office Duties

• Greeted clients and visitors with professionalism and courtesy, providing information and guidance.
• Answered, screened, and transferred incoming calls; took messages and followed up with internal teams.
• Welcomed clients and managed in-person appointment scheduling and reception.
• Handled document handovers, appointment confirmations, and managed client and supplier communications via phone, email, and in person.

Records & Communications Management

• Maintained and updated records of customer communication and delivery tracking.
• Tracked and filed documentation such as correspondence, delivery notes, and internal forms.
• Ensured all documentation was archived according to company standards and confidentiality protocols.
• Provided clerical support in preparing basic reports, meeting notes, and internal communications.

Executive & Personal Assistance

• Responded to emails and other correspondence to facilitate communication and enhance business processes.
• Managed executive calendars, scheduled internal and external meetings, and coordinated appointments.
• Arranged national and international travel logistics including transport, accommodation, and itineraries.
• Maintained both personal and professional filing systems and documentation.
• Oversaw the CEO's personal and business schedules, ensuring all commitments and obligations were prioritized and met.
• Managed and oversaw the duties of cleaning staff and liaised with service providers as needed.
• Ran personal errands and handled confidential requests on behalf of the CEO.
• Screened incoming calls, drafted correspondence, and prepared briefing materials for meetings.
• Drafted formal letters and business communications to clients and stakeholders.
• Filed and compiled internal reports, meeting summaries, and progress updates for executive review.
• Organized internal communications, supported project tracking, and ensured follow-up on key action items.
• Provided logistical support for meetings and special events including venue bookings and resource preparation.