7 minute read
PERSONALITY PROFILE
In conversation with Reana Steyn, Ombudsman for Banking Services, South Africa
Advertisement
Born in Boksburg in Johannesburg, which is still her home town, Reana Steyn has been South Africa’s Banking Ombudsman for the last five years. It’s a position that carries with it enormous responsibility, not only with regard to her team but also to the country’s millions of banking customers.
From her first job with law firm Norton Rose Fulbright (originally Deneys Reitz Attorneys), following her graduation from university with a BComm LLB, to positions with the NCR (National Credit Regulator) as their first legal advisor, and financial services giant KPMG in the compliance division, she’s thrown her heart into her work with passion, warmth and a sense of humour.
The early days
“I have such happy childhood memories: of playing with kids in the neighbourhood, reading lots of books, and spending our holidays on the KwaZulu-Natal South Coast or the family farm in a small town called Ladybrandt in the Eastern Free State. The farm didn’t have electricity and we did everything, from milking cows and collecting eggs, to driving on the tractor with my uncle.”
After matriculating, she enrolled at university. Still undecided about a career, she chose to pursue a BCom Law degree so that she could keep her options open between law and accounting.
While working for KPMG twelve years ago, she was approached by the thenCredit Ombudsman, Manie van Schalkwyk, who was looking for someone with her expertise to assist with credit complaints. She accepted the job offer, going on to become Deputy Credit Ombudsman and then – ‘a great privilege’ – the first woman to hold the position of Banking Ombudsman in 2017, when her predecessor retired. Calling herself ‘unbelievably blessed’, Reana enjoys steering the ship and ‘seeing it all come together’. “If you’re heading up an organisation, you have a bird’s eye view over each aspect of the business, from the finances to HR to complaints resolution and marketing etc. When I took over, the culture of the organisation needed some work, and it took time to build the trust as well as the world-class team that we now have. I am most proud of how each and every staff member has grown, as individuals, as well as in the way they now represent our office – each one an expert in his/her own right – working with pride and responsibility and to the best of their ability. I enjoy making sure that every aspect of the business is doing well, so that as a whole, we can achieve our goals and more.”
What are the challenges?
“There are constant challenges, but so far nothing unexpected. Issues such as too few hours in the day for all the meetings and calls or to make sure that everything is on track, are normal. It’s sometimes depressing to see the negative social media posts by consumers, when I know how seriously the staff take their role of assessing each case impartially, and also taking into consideration the fact that we have the responsibility to raise legal and contractual issues that the consumer may not even be aware of, with the banks. In some cases, we simply cannot find in their favour or give them back the money they lost — in scams, for example. Dealing with complaints will always be a challenging environment.”
Your mentors and inspiration?
“I’ve had a few! My mother, who took her career in the bank very seriously (she started straight after matriculating and retired at the age of sixty-five), set a great example for me. And attorneys Pierre Naude, who specialised in aviation law, Patrick Bracher who was a partner at my first law firm, and Manie van Schalkwyk, former Credit Ombudsman, are three mentors who taught me so much and most of what I know about the law and running an Ombudsman’s office.”
Advice to the young generation?
“Think big, dream big, be positive and believe in yourself. At the same time, be humble and display excellent manners at all times. Remember that it’s the small things that matter. Be honest, don’t lie and don’t steal. Always act with integrity and you will reap the rewards, even if you can’t see them now. Believe, as I do, in the future of this country. Whether you will pursue a career for which you study at university or college, or you become an entrepreneur, or learn a trade: if you perform your daily work with passion and commitment, it will pay off, no matter what your background. And finally, if you’re not planning on immigrating to greener pastures, don’t complain or be negative about our country. Make the best of it, seize the opportunities — and don’t give up after the first door is slammed in your face!”
Your hope for South Africa?
“I hope for peace and prosperity, for a non-racial society where we can eradicate the tragedy of poverty, and where everyone is valued for who they are and what they bring to the table. That the current undertones and sometimes open hatred for other races can be erased from our collective psyche. And part of the prosperity is, of course, that our millions of talented people, young and old, will find valuable jobs or contribute to our society so that we can all live in a better tomorrow. I’m staying in this country, and so are my parents and my children (and hopefully, one day, my grandchildren). I really hope that we can all start working together to stop our beautiful country from being broken down by certain elements.”
The books you’re reading?
“I love buying new books and having a few on my nightstand. I’ll read a few pages a day from whichever book speaks to me on that particular day — unless I get hooked and then I may forego sleep! At the moment my book stack includes The Almanack of Naval Ravikant, Atomic Habits by James Clear, The End of Money by Buckham, Wikenson & Straeuli, and Outlander by Diana Gabaldon.”
What’s on your Bucket list?
“Career-wise I’m still working on ensuring that the organisation grows and excels in every way. My wish is for my term at the helm of the OBS to be memorable for good reasons. After that — I have no idea what my next career move will be except to say there will be another one. Maybe I will go back to practice or maybe my experience in banking will take me somewhere as exciting and rewarding as my present position.”
“Personally, I dream of walking the Camino — if only I can find five weeks and good walking shoes! Any overseas trips to explore places I haven’t seen, can definitely also be added to my bucket list. And finally, I want to do more charity work. At the moment we’re involved with some projects at the OBS, and I’m contributing in my personal capacity, but I want to do more to support my communities.”
