Antoinette Barnard
Summary
Highly experienced leader with a proven track record in strategy building, execution and delivery across a range of change orientations over 31 years. Functioned in geographically dispersed (EMEA), small to large multi-cultural teams, partnering with both local and international teams in Payments and Customer Experience for Consumer markets, B2B Payments & Identity Services, Partnerships and Corporate Key Account Management. Proven track record of results across B2B Sales, Partnerships, Product innovation, Payment technologies, Proposition Management, Customer Operations & Support and Marketing. Deep understanding of leading teams in Commercial- and Customer Experience landscapes across several segments. Multifaceted leader with analytical and diligent approach to building and leading strong teams.
Overview
11
11
years of professional experience
Work History
Head of Sales & Alliances B2B Services
Rabobank
06.2022 - Current
- Area Lead responsibility for KPI's for Sales, Partnerships Management, Customer Insights and Customer Engagement for Partnerships (26 headcount across The Netherlands).
- Built and now run a Customer Engagement capability - Customer Insights and Events - this workstream shifted focus to Customer Engagement through Customer experience journeys, Customer Lifecycle Management, cross-sell and commercial performance analytics for both direct merchants and Partnerships.
- Built the commercial - and Customer Experience strategy and vision end-to-end with revenue earnings achievement for 2023 (>EUR100 million).
- Responsibility for the build and reinforcement of customer-facing propositions and execution of deliverables with fellow Management team members, B2B Payments and other relevant channels in the organisation (Marketing, Strategy, Customer Design, etc.).
Head of Product
Access Bank Plc
10.2021 - 05.2022
- Established the product vision and strategy, aligning business goals with customer needs in Consumer banking (incl. Private), Business Banking and Corporate in the South African market (head office based in Nigeria).
- Led cross-functional teams for product and proposition development which resulted in increased market share.
- Owner of Product- and Pricing decisions through proposition value research, pricing performance analytics and CSat performance (NPS, CES, QA).
- Authorised Responsible Senior Officer for in-country Regulatory bodies (Reserve Bank, Banking Association and Payments Association) and Card Schemes (Visa, MasterCard).
Head of Commercial Relationships
Bidvest Bank
07.2019 - 09.2021
- Lead for Sales and Commercial Relationships teams in Card and Payments for SME, Business Banking (incl. Corporate) and Private Banking segments.
- Built and executed the proposition strategy with an improved operating model, data insights, digital capability, partnership performance, pipeline conversion and go-to-market strategies (P&L owner).
- Achieved 10% YoY revenue increase despite strict Covid-19 lockdown restrictions.
- Commercialised and executed an E-commerce capability and grew the online merchant base with 800% in 22 months.
- Participated in international IT and business team projects - delivered new product capabilities and revised propositions in local markets (technology partners based in UK and Ireland).
Head of Business Merchant Payments and Events
Absa Bank
01.2016 - 04.2019
- End-to-end accountability for strategy and execution - leading national sales, onboarding, lifecycle management and technical support teams to grow and retain market leading position (109 headcount reporting into EXCO).
- Developed and implemented the strategy for Sales, Events, Business development, Existing customer management, Technical support and Customer success which included digital channel sales, distribution, aggregator events, purchase decisions (hardware and software suppliers), partner performance and growth, Card Scheme management and customer research/insights.
- Achieved 9% YoY margin growth post implementing new operating model and differentiated propositions.
Head of Customer Experience
Barclays Africa Shared Services
06.2013 - 12.2015
- Lead for Quality Assessors, Customer Data & Insights and Performance Enhancement Coaching to improve customer experience and the skill sets of approx. 1000 agents, across 12 African countries in a Shared Services 24/7 centre.
- Established an in-house coaching framework specific to performance enhancement, both nationally and in several other African 24/7 service centres.
- Implemented a robust stakeholder engagement model that resulted in improved reporting formats and assessment best practices, aligned across African teams and external growth partners.
Education
Masters in Business Leadership -
University of South Africa
Graduate School For Business Leadership01.2014
Honours Bachelor of Arts Industrial Psychology -
University of South Africa
01.2008
Bachelor of Arts - Business Management
North West University
South Africa01.2004
Skills
- Adaptibility
- Strategic thinking and planning
- Commercial acumen
- Stakeholder management
- Relationship building
- Customer insights analysis
- Complex problem resolution
- Strong communicator
- Decision-making
- Analytical thinking
- Leadership coaching
- Team leadership
Accomplishments
Payments & Identity Services (2023) Rabobank
Exceeded commercial goals for B2B Services by growing revenue by 12% YOY as a result of changing operating models, processes, team capabilities and expansion into Partnerships.
SME Proposition Absa SmartPay (2019) Absa Group
Co-developed and led the commercialisation of a Payments proposition for SME resulting in a market-leading SME merchant payment offering.
Merchant Onboarding (2019) Absa Group
Improved merchant onboarding from 3 days to 15 minutes post delivery of Onboarding project which became a benchmark in the African Payments banking industry.
Barclays Plc Separation (2018) Absa Group/Barclays Africa
Co-project managed the Absa Group and Barclays Plc separation specific to the Merchant Payments' brand changes for approx. 70 000 POS terminals within time and budget. Regarded as the most significant compliance project in the history of the largest Acquiring business by volume in Africa.
Languages
Afrikaans
English
Dutch
Volunteering
- Women in Technology mentor program (global)
- Coaching and mentorship
Interests
Travel, history, coaching and Formula 1 racing fan!
Timeline
Head of Sales & Alliances B2B Services
Rabobank
06.2022 - Current
Head of Product
Access Bank Plc
10.2021 - 05.2022
Head of Commercial Relationships
Bidvest Bank
07.2019 - 09.2021
Head of Business Merchant Payments and Events
Absa Bank
01.2016 - 04.2019
Head of Customer Experience
Barclays Africa Shared Services
06.2013 - 12.2015
Masters in Business Leadership -
University of South Africa
Honours Bachelor of Arts Industrial Psychology -
University of South Africa
Bachelor of Arts - Business Management
North West University
Similar Profiles
Maarten BeelenMaarten Beelen
Senior Implementation Manager at RabobankSenior Implementation Manager at Rabobank
Debasis PalDebasis Pal
Devops – Senior QA Tester at RabobankDevops – Senior QA Tester at Rabobank
Melissa MackeyMelissa Mackey
Talent Acquisition Consultant at RabobankTalent Acquisition Consultant at Rabobank