BANKSETA Newsletter

Quarter 3 • 2008

The Banking Sector Education & Training AuthorityNewsletter

provide financial literacy training to over 240 000 people in remote rural areas.

The BANKSETA has always advocated the establishment of strong partnerships between SETAs and other stakeholders within the skills development arena (see CEO’s message). This strategy has delivered impressive results. A partnership between BANKSETA and Fasset (the Seta for Finance, Accounting, Management Consulting and Other Financial Services), saw the extension of the Fasset-initiated, Thusanani Work Readiness Programme. The BANKSETA placed 100 unemployed graduates onto the programme.

The BANKSETA partnered with the Department of Education: Eastern Cape and the South African Institute of Chartered Accountants (SAICA), to launch three skills Resource Centres in the Eastern Cape, which will enhance the numeracy, literacy and accounting skills of learners and educators alike.

A Value Statement was also developed, and BANKSETA staff now own and live the values of celebrating diversity, professionalism, innovation, teamwork, customer focus, respect and integrity. By embracing these values, the BANKSETA hopes to raise the bar in terms of delivery and customer-satisfaction.

Our 2007 Customer Satisfaction Survey confirmed that service levels have remained constant. We recognise, however, that as customers become satisfied with the level of service received, service needs to be changed and improved continually.

We are justifiably proud of our unqualified audit for the eighth year in a row. This result confirms that the BANKSETA is a well-run organisation, with the necessary procedures in place to ensure minimum risk.

The BANKSETA is very cognisant of the fact that none of these achievements would have been possible without the strong support of all stakeholders, the BANKSETA Council and BANKSETA staff.

The BANKSETA has had another very good year. The BANKSETA not only met, but exceeded a number of its National Skills Development Strategy (NSDS) targets, including NSDS II objective 4: assisting designated groups, including new entrants to participate in accredited work, integrated learning and work based programmes to acquire critical skills to enter the labour market and self-employment.

An additional R30.8 million in funding from Absa enabled the BANKSETA to recruit 1 187 learners onto the Letsema V Learnership, bringing the total number of learners recruited to 4 346. Cumulatively, as at 31 March 2008, 13 139 learners (6 637 employed (18.1) and 6 502 unemployed (18.2) learners) in total have been signed onto BANKSETA learnerships.

Research, benchmarking and communication continued to play an important role in ensuring the global competitiveness of South Africa’s banking sector. The Future Skills in the Banking Sector 2008 Research Report, which identified key developments driving change within the banking sector, both locally and internationally; best practice in banking which may influence the direction of banking over time, and implications for employment and skills into the future was very well received and will inform skills development strategies at a sector and BANKSETA-level.

A number of new projects were launched, including the Women’s Development Programme (WDP), IEDP: UK, the Thusanani Work Readiness Programme, and the Financial Literacy Project.

The BANKSETA’s international footprint increased with the launch of the IEDP: UK. The project has proved a resounding success and, based on its success, will be offered again later this year (see CEO’s message). The project attracted considerable media interest in the UK.

The Financial Literacy Project is undoubtedly one of the BANKSETA’s most innovative projects to date and has enabled the BANKSETA to extend its regional footprint. The project enabled the BANKSETA to

BANKSETA - living in good times

BANKSETA Newsletter 2

Editor’s CommentsAs I look through the achievements of the BANKSETA and the exceptional pace and quality of delivering to the sector, I realise that we have earned the status of being an authority in the financial sector as far as education and training is concerned.

As I write this editorial, our Annual Report is being tabled in Parliament. It reflects our many achievements during 2008/09 and the fact that we have exceeded many of our

objectives and received a clean audit by the Auditor-General. Be sure to download a copy from our website by the end of September.

We are basking in the glow of a successful BANKSETA International conference where we received much praise and support for the good work we do. Adv Clive Pillay, Ombudsman for Banking Services, had this to say about our recent conference, “Congratulations on a brilliant conference. I think that the work you do is extremely important and certainly, I am very impressed. It is unfortunate that not everybody sees the value of what you do.”

The BANKSETA is ever mindful of the impact we have on the lives of others with regards to skills development in the financial sector of South Africa. Read about the IEDP: Canada participants and the Thusanani Work Readiness programme. The recent research is something we are particularly proud of and this information is available for you from our website. Please take full advantage of it.

BANKSETA is going ‘survey’ crazy!! TMS Research will be contacting you for feedback on our service delivery for the annual Customer Satisfaction Survey and some of you will also be contacted to complete the new 360° evaluation. Sorry to over-burden you but we need your input in order for us to continue to deliver to the standard you demand.

Regards

Kaamini Reddy

BANKSETA Contact Details:

94 Bekker Road, Thornhill Office Park, Block 15, Vorna Valley, Midrand, 1686Telephone: (011) 805-9661Fax: (011) 805-8348Call Centre: 086 102 0002www.bankseta.org.za

BANKSETA Calendar Events:

AGM/Employer Forum: 17 September 2008 • Skills Development Good Practice Awards: 17 September • 2008Kuyasa Learnership recruitment currently on• IEDP: UK and Canada presentations: 22 October 2008• Sector Plenary: 23 October 2008•

Log on to the website for these and more BANKSETA events.

NewsletterThe Banking Sector Education & Training Authority

BANKSETA’s International Conference a huge success The BANKSETA recently hosted its bi-annual International Conference at the Sandton Sun, Johannesburg under the theme “Globalisation and the Future of Banking”. From 20 to 21 August, senior financial sector managers and BANKSETA programme beneficiaries enjoyed outstanding presentations and stimulating discussions from both local and international keynote speakers who are experts in their fields. The conference investigated future scenarios within the banking sector and also provided a global perspective on HR development within the sector.

Keynote speakers included: Mail & Guardian Editor-in-Chief, Ferial Haffajee; Futurist, Daniel Silke; the Institute for Management Development’s Corporate Development Director, Dr Hischam EL-Agamy; PIC Solutions Head of Consulting and Analytics, Nick Geimer; and Google SA Country Manager, Stafford Masie.

Global trends and the fast pace of technological advancement have a direct impact on banking. The conference enabled delegates to consider the latest insights into the future of banking, obtain a global perspective on the industry and be informed of where IT is taking banking in the future.

The research and benchmarking provided the audience with a contextual basis from which to determine what is relevant to the core of skills development across all banks. This view enabled sector representatives to look at the skills shortage currently being experienced in the banking sector with fresh eyes.

Hot topics of the conference relating to banking included: Islamic Banking, IT and Banking, Women in Finance, Future Trends and Leadership and Innovation.

A panel, which included Gloria Serobe, Mthunzi Mdwaba, Tony Manning and Renee De Boo, offered an insightful discussion on banking and the impact on the consumer.

Endorsed by the Institute of Bankers (IOB) and the Banking Association of South Africa, the conference was a resounding success. Attendance was by invitation only.

BANKSETA Newsletter

Quarter 3 • 2008

3

CEO’s message

In line with international Best Practice, I am looking at reintegrating the Women’s Development Programme.

My first year in office has been very rewarding. I have been overwhelmed by the goodwill shown by all BANKSETA stakeholders, and I have also been struck by the competence and dedication of the BANKSETA staff.

There have been a number of highlights, including the accolade from the Department of Labour crowning us as one of the best performing SETAs. This year we are no longer meeting the benchmark, but have become the benchmark within the SETA environment.

Through resignations we have lost some people and with this, some collective corporate ‘memory’. This has, however, provided me with an opportunity to rejuvenate the management team. Uncertainty around the future of SETAs has, however, made it difficult to recruit new people, even at the top end. People are reluctant to leave a position where they have certainty and security for an uncertain future. I have been encouraged by the stance that our Management Board has taken to support the BANKSETA going forward. This has helped me to reassure BANKSETA staff.

We have introduced a number of new programmes and these have gelled well with what we have done in the past. We have re-arranged our Management Development Programme offerings to try to streamline them. We are also excited about our new Islamic Banking Project, which will be introduced later this year. We believe it will serve as the benchmark for the banking sector in terms of taking advantage of profitable market niches.

We have signed a Memorandum of Agreement with the Rotterdam School of Management. Our new direction is informed by the decision that where we spend money offshore, some residual intellectual property must remain in South Africa. Overseas-based universities who want to work with us will therefore have to partner with a South African university.

In line with international Best Practice, I am looking at reintegrating the Women’s Development Programme. Candidates at the top-end of the programme will be absorbed into International Executive Development

Programmes and candidates at the lower-end will be absorbed into JAMM. Going forward, we will not offer gender-specific programmes.The BANKSETA has embraced the challenges associated with the introduction of the new Quality Council for Trades and Occupations (QCTO). Some R2 million in funding has been allocated to a Pilot Programme, which will ensure that we are able to embrace the QCTO when it is implemented.

We have been very encouraged by partnerships with other SETAs. Our partnership with Fasset (the Seta for Finance, Accounting, Management Consulting and Other Financial Services) on the Thusanani Programme is a case in point (see our Thusanani Trade Fair and Graduation Story).

Feedback from our IEDP: Canada has been very positive. Candidates returned energised with new ideas and they also now view the world differently. The programme has created a lot of goodwill amongst banks and businesses in Canada.

WRSETA will offer an IEDP: Canada, using the same universities, the same service providers and the same contract base we have used. This reinforces the fact that the investment we have made is to the benefit of the country and the economy in general.

Although the economy has turned, the sector remains a vibrant sector to work and invest in. The culture of facing problems head-on will take this sector forward. The BANKSETA is one of the solutions in terms of creating and assisting in bringing the skill that we need. Although their form and shape might change, SETAs will continue to exist in one way or the other post-2010. SETAs will do themselves a disservice if they opt out of the process. We can influence that process by actively engaging with people who are like-minded, have the same objectives and serve the same broad business community.

MaxMakhubalo

BANKSETA Newsletter

The Banking Sector Education & Training AuthorityNewsletter

4

The top three scarce skills in banking

IEDP Canada a resounding success

The BANKSETA commissioned research into the top three scarce skills in the banking and microfinance sector, with the view to devising recommendations to address these scarce skills.

Line practitioners in scarce skills areas, human resource experts in the banking sector, and researchers were engaged and the following were identified as the top three; Risk Management, Information Communications Technology (ICT) and Customer Relationship Management (CRM).

Scarcities in the area of risk management are being driven by perceptions about risk management, the recruitment and supply of potential candidates, skills transfer within organisations, the supply of employment equity candidates and challenges of actuarial training. .ICT skills shortages are fuelled by the fact that very few ICT Skills Development Programmes target the banking industry specifically. The situation is made worse by the fact that some local institutions offer internationally recognised qualifications that are not recognised by the South African Qualifications Authority (SAQA).

Skills shortages in CRM are driven by the need for banking-related product specific knowledge. The situation could be improved by a paradigm shift, which recognises that skills development programmes need to focus on understanding the customer and then developing products that suit their needs.

Recommendations that have been made include: increasing awareness in the area of risk management in banking; developing a matrix of training providers and institutes; and establishing which Higher Education offerings cover the area of risk. Developing additional Organising Framework of Occupations (OFO) descriptors, facilitating the development of customised ICT Programmes, and investigating ICT qualifications in the Higher Education sector would further assist.

Ten candidates on the 2008 BANKSETA International Development Programme (IEDP) recently returned from Canada. Offered for the fourth year in succession, the programme has proved a resounding success.

Candidates were officially welcomed in Canada by the Mayor of Toronto, David Miller, the South African High Commissioner, Dr Abraham Nkomo, and the Consulate General, Ngolide Nojozi.

The South Africans were treated to a rigorous learning experience which included conducting and presenting a research project and completing the Bank Financial Risk Management course at the Bank of Montreal (Montreal Institute of Learning).

As part of their learning, candidates were required to conduct research and to present a business case to a high-level panel of bankers in Canada and South Africa. Topics included: How can South African banks become more innovative?; What can banks do to accelerate the conversion of cash in the banking system to cards?; and The hopping banker – why are South African banks failing to bank their talent, and what can they do about it? Presentations were very well received.

Hosts included, amongst others, Toronto Financial Services Alliance (TFSA); Canadian Bankers Association; RBC Financial Group; PriceWaterhouseCoopers; Institute of Canadian Bankers; National Bank of Canada; and the Mayor of Waterloo, Brenda Halloran.

South African banks that were represented include Capitec, African Bank, Standard Bank, Absa, FNB and Meeg Bank. Details of presentations to a South African panel will be announced closer to the time.

BANKSETA Newsletter

Quarter 3 • 2008

5

Thusanani graduation a grand fair

Letsema VI set to begin

Ninety eight unemployed graduates on the BANKSETA-funded Thusanani Work Readiness Programme hosted a very successful Trade Fair at the University of Johannesburg’s Soweto Campus.

This programme is aimed at equipping out-of-work graduates with skills to render them employable at the end of the day. As part of their integrated assessment, learners are required to draw up a Business Plan for a Community Project, implement the project and exhibit the project at the Trade Fair.

A range of impressive community projects was presented by the learners. These included teaching communities to become self-reliant by establishing vegetable gardens; raising entrepreneurial awareness among Grade 11 and Grade 12 learners; educating parents of pre-school and primary school children about the importance of saving early for their children’s education; providing career guidance and drugs counselling; promoting healthy eating and active living among primary school children; promoting arts and crafts; raising awareness among Grade 12 learners around bank offerings; encouraging the community to adopt an orphaned child for a day; and raising awareness to stop ATM bombings.

A syndicate group called Rona, which adopted a supermarket in Soweto, received the accolade for the best project. The syndicate group surveyed the supermarket’s customers and identified amongst others a lack of customer care, no marketing strategy, poor financial management, poor inventory control, poor hygiene, poor management skills, no Business Plan, bad credit practices, poor display of stock, and the poor condition of the store as areas for improvement.

The syndicate group then put together process improvement interventions which included persuading the owner to clean the shop on a daily basis. They also persuaded him to improve credit records and to improve the way in which stock was displayed. The syndicate group assisted the owner to register the business and got Absa Small Business involved in assisting with the drafting of a Business Plan.

The Trade Fair was followed by a graduation ceremony. Thabang Rapuleng was recognised as the top academic student on the programme and Sematembe Zonke was identified as the top student overall. Receiving his prize of a laptop, Zonke said: “I have never won anything in my life. It is very good to win this.” Zonke concluded that being on the programme “was such a wonderful experience.”

The Rona syndicate was identified as the top syndicate group overall.

The programme is now in its second intake for the year.

Launched in 2004 with the ambitious goal of equipping 5 000 unemployed learners with skills, which will not only render them employable in the banking sector but in the economy as a whole, the Letsema Learnership has proved a resounding success. In excess of 4000 learners have already been recruited onto the programme. Recruitment for the Letsema VI programme, which will commence on 1 February 2009, closed on 31 July 2008.

Any decision to extend the project beyond Letsema VI will be informed by the employment rates of Letsema learners and a careful analysis, together with the sector, to determine whether the qualification is still applicable.

Is the BANKSETA meeting your expectations? The BANKSETA has conducted its Customer Satisfaction Survey annually since 2001. The objective is to determine current levels of satisfaction in terms of levels of service and to determine potential development areas, so that service delivery can be improved.

The 2008 Survey has been commissioned and interviewers will soon be in the field. A wide range of stakeholders, including Kuyasa and Letsema learners, participants in the IEDP: UK and Canada Programmes, the Women’s Development Programme, general service providers and BANKSETA staff will be contacted for their input. If you are contacted by TMS Research, please provide input as requested. Your feedback enables us to enhance our service products and offerings year-on-year.

Customer

Satisfaction

Survey

BANKSETA Newsletter

The Banking Sector Education & Training AuthorityNewsletter

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Speed networking for women – enchanting!BANKSETA, in conjunction with Women in Finance (WiF), held a networking event for its Women’s Development Programme at the Wanderers Club under the banner of the ‘Hot Tables Dinner’.

This event, which was structured on the concept of speed dating, was themed Managing diversity effectively results in progressive transformation. Judi Nwokedi (Country Director of Motorola South Africa) delivered the keynote address. Nwokedi spoke about Motorola’s model for diversity and then highlighted key aspects of managing and dealing with diversity in the workplace. Nwokedi’s talk set the platform for a vibrant discussion throughout the evening covering both soft and hard business issues confronting business women today.

Table hosts were integral to the process of networking and were expected to inspire and facilitate robust discussions at their tables by sharing their views on the topics allocated to them. The table hosts were: Judy Nwokedi, Anne Copland, Elizabeth Malumo, Helena Dolney, Sandra Dunn, Lerato Mmutlana, Cas Coovadia, Fay Mukkadam, Rachel van Doorene, and Cindy Bell. All hosts were aptly positioned to facilitate discussions at the table and to encourage delegates to interrogate how we handle pressure in the work place, especially how our reaction and behaviour can compromise us as individuals and our ability to entrench high performance or cripple it.

The Women in Finance’s concept ensures that networking occurs by allowing guests to choose to sit at three different tables for the duration of the three course dinner and thus enable them to network with approximately 30 people during the evening.

The BANKSETA (WDP) Hot Tables event is one of BANKSETA’s initiatives aimed at ensuring that women are networking effectively and that there are opportunities for empowering women so that they can accelerate transformation within their industries.

It was an exciting evening for guests to be exposed to a novel means for networking.

Motorola SA’s Judy Nwokedi and Banking Association’s Cas Coovadia at the Hot Table Dinner function

The BANKSETA recently hosted 18 young ladies from the Mosupatsela Senior Secondary School on the West Rand as part of the BANKSETA Cell C “Take a girl child to work Programme”.

Themed “Choice Empowers,” learners were exposed to a wide range of careers ranging from journalism, PR and Event Management to banking, auditing and IT consulting. Learners ‘shadowed’ their hosts and some learners even attended high-level business meetings.

Grade 12 learner, Matlhomola Komape, impressed with her address; “Today I am a girl child, tomorrow, I am an African leader”. She said that as a woman she wished “the world could see how compassionate we are and the difference we make. I hope the world will notice what some have already seen, women are amazing people striving to follow their dreams. Remember you are always a valuable, worthwhile human being, not because anybody says so, but because you decide to believe it.”

Learners signed a Choice-Driven Pledge, promising to: “consciously make my own choices and accept the associated outcomes; make my own decisions regardless of peer pressure; set limits and stick to them; and voice my choice to support other person’s choices, provided the choices they make will not affect their future negatively.”

The BANKSETA would like to thank its service providers and partners; Absa, Deloitte and Rito Consulting Services for hosting learners, and making the day a success.

“Today a girl child, tomorrow, an

African leader”

BANKSETA Newsletter

Quarter 3 • 2008

7

Analysing Microfinance needs

SMEs can access training vouchers

BANKSETA commissioned a needs analysis study to determine the impact and validity of current BANKSETA training interventions for the micro finance industry and to identify additional training needs within the sector.

The 2008 Microfinance Needs Analysis confirmed amongst others the sector’s preference for short courses; the need to continue with the Training Voucher System; and the need to prioritise training on the National Credit Act (NCA), as identified in the 2007 Skills Survey.

Training needs were identified in areas of customer service and relationship management; leadership and management; financial intelligence; administration; communication skills; microfinance legislation and application to the workplace; bad debt monitoring and administration; micro finance fundamentals; conflict management; teamwork; business management and principles; innovation; marketing skills; computer literacy; strategic management; and selling skills.

Also indicated was the fact that training should not interrupt normal business hours. Training should be open to all employees and timeframes for lifelong learning interventions should be extended. Part-time/distance learning was selected as the preferred mode of delivery, followed by one-day courses and short courses.

The research recommended that a suite of training offerings should be extended to micro finance institutions; traditional courses should be reformatted into modular workbooks; skills area definitions should be linked with critical skills; learning pathways should be created at entry, intermediate and advanced level and linked to specific training programme options; and a demand for learning should be created through targeted communication, marketing and success stories, rather than simply meeting a need.

The research methodology included a combination of faxed and e-mailed questionnaires and telephonic interviews. Positive response was received from the respondents which included: “The BANKSETA is doing a great job. The training meets the requirements”; “We would like to thank the BANKSETA for helping us in training our staff: we really need this especially for the entry-level staff members” and “Thank you for all your help and continue to assist us in making our business a success.”

The research findings and recommendations will inform the BANKSETA’s SME Strategy and future SME training interventions.

The funding window for the SME Training Voucher Scheme opened on the 2 April 2008. Devised to upgrade employees’ skills and to help SMEs grow their businesses, levy paying and non-levy paying SMEs registered with the BANKSETA can apply for up to R10 000 in training vouchers per approved employee.

Training vouchers can be redeemed for training and development with any accredited training provider participating in the project. Vouchers are available for the following areas; information technology, customer interface, legislation/compliance related, management and leadership, and specialist financial skills or microfinance related skills.

(Should you require more information, kindly contact Skills Development and SME Manager, Trevor Rammitlwa or SME Specialist, Sharon Mokgwatlheng on 011 805 8348).

Lifelong learning boosts SME needs Lifelong learning initiatives play an important role in professionalising the Micro Finance sector and in assisting SME stakeholders to remain abreast of legislative developments that will impact on their operations. Employers in the Micro Finance sector were recently treated to a series of learning interventions.

Offered at no cost whatsoever to all registered BANKSETA SME stakeholders, the half-day National Credit Act (NCA) Workshops, held in association with the Institute of Bankers (IOB) to promote awareness around the NCA, were well-supported. In all, 408 SME stakeholders participated.

The BANKSETA Skills Development department will liaise with SME associations to identify areas for future training. Once these training areas have been finalised, details will be posted on the BANKSETA website.

Training interventions will also be identified from the Microfinance Needs Analysis Research* recently conducted by the BANKSETA.

*(See the microfinance research findings article or visit the BANKSETA website for a full report on the research).

BANKSETA Newsletter 8

Addressee’s name

TitleCompany

Postal address

City, code

Date

Opening salutations

This letterhead has been designed for use with DL envelopes

A fold mark is included so that the sender will not have to resort to complicated or untidy folds. To fit into a DL envelope

the letterhead need only be folded twice. Between “Yours sincerely” and name of sender, leave 5 line spacing for

signature

Yours sincerely

A SenderDesignation

PO Box 11678

Vorna Valley

1686

Tel: +27 11 805 9661

Fax: +27 11 805 8348

Call Centre

086 102 0002

www.bankseta.org.za

ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR

Moving on to new challenges

BANKSETA ETQA Manager and one of its longest serving employees, Daphne Hamilton, left the BANKSETA at the end of July to join the Institute of Bankers (IOB). This move has been a great challenge for Daphne, who thrives on challenges. “It has been challenging and exciting to see the BANKSETA grow and prosper - that has always been one of the wonderful things about working at the BANKSETA, being part of the team that made the BANKSETA the best SETA. I really enjoyed setting up. It is something that I like, having a strategy and then turning it into reality,” Hamilton explains.

Hamilton will not be entirely lost to us since she will retain strong links with the BANKSETA through her positions on the DoL’s QCTO Working Group and FSB Working Group and will continue to serve on the Co-Operative Bank Development Agency Board.

The BANKSETA wishes her every success.

Strong commitment to skills development The BANKSETA would like to thank levy-payers for submitting their combined Annual Training Reports (ATR) for the 2007/08 financial year and Workplace Skills Plans (WSP) for the 2008/09 financial year (1 April 2007 to 31 March 2009), and non-levy payers registered with the BANKSETA for submitting their NLP registration forms by the 30 June 2008 deadline.

The submission of combined ATRs and WSPs and NLP registration forms confirms that the sector is strongly committed to skills development. While participation in this process enables levy-payers to claim back 50% of their mandatory grants, it also provides all participants with the opportunity to access the BANKSETA’s skills upliftment initiatives.

The data captured in this documentation is very important as it enables organisations to identify skills gaps and it also enables them to review their succession planning. The information also informs the BANKSETA’s Sector Skills Plan (SSP).

Brand BANKSETAPerceptions are very important in our environment, particularly since SETAs have often enjoyed a lot of negative publicity. It is important within this environment, that the BANKSETA retains its identity as one of the top three SETAs in the country.

Based on the latter the BANKSETA underwent a re-branding exercise. The aim was to simplify the logo so as to enable consistency in its use and ensure that the BANKSETA is sufficiently distinguished from the other twenty-two SETAs.

The BANKSETA brand is not just about the iconography of the brand, but it is also about the values behind the brand and living the brand through these values. The latter, has been formalised in a Value Statement and staff now own and live the values of celebrating diversity, professionalism, innovation, teamwork, customer focus, respect and integrity.

The new logo is more in line with logo developments in the target market and makes for more user friendly and flexible production, thereby keeping the BANKSETA brand consistent. The new design broadens the scope of the logo use, thereby extending the exposure of the BANKSETA brand.

We can confidently say that through this branding exercise, the BANKSETA brand is certainly reaching top of mind status within the SETA and skills development arena, and most importantly, it is well-known, and well-respected within the banking and microfinance sector.

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BANKSETA CI ManualMay 2008

ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR

PO Box 11678Vorna Valley, 1686Tel: +27 11 805 9661

Fax: +27 11 805 8348Call Centre086 102 0002www.bankseta.org.za

Daphne Hamilton ETQA Manager