How to create an effective Operations Manual for your FSP

JOLEEN JOHN

Managing Director

Joleen is a seasoned professional with over 22 years of working experience across a range of industries. She started her career in Corporate Finance within the IT and engineering sector and moved into the financial services sector in 2005. As the Head of Marketing Finance at Discovery Holdings she was responsible for the finance function of the distribution channels and marketing.

Joleen’s move to Old Mutual in 2011 gained her experience in strategy as part of the Personal Finance: Broker Distribution and Franchise executives. This included the management of the Old Mutual Black Distributors Fund. Key to managing this function was a comprehensive understanding of the regulatory impacts on financial advisors and the operational aspects that affect FSPs and tied advisors.

Beyond general management, Joleen specialises in strategy development, business advisory, distribution management and economics and is well-versed in organisational development areas like diversity, team formation and performance management. Joleen has a BCom Accounting undergraduate degree from Witwatersrand University and an MBA from the UCT Graduate School of Business.

LAURENCE MULLER

Finance Director & Chief Operating Officer

Laurence joined Masthead as Head of Finance in 2007. Two years later he was appointed to his current position as Financial Director and has since served as a director on the Masthead board. During 2021 he was also appointed as COO.

Laurence has a BAcc and BCompt Honours degree and is a Chartered Accountant (CA(SA)). He holds a Post Graduate Diploma in Financial Planning through the University of Stellenbosch Business School and is a Certified Financial Planner (CFP) and member of the Financial Planning Institute (FPI). He has also successfully completed the FSCA’s RE 1 and 5 Examinations.

ANRI DIPPENAAR

Head of Compliance

Anri has a wealth of experience having been involved in the financial services industry since 2012. From 2014 to 2017, she worked at Masthead as a Compliance Officer.

Anri then moved into the corporate space where she held various compliance roles such as Group Compliance Monitoring Manager, Group Compliance Specialist and most recently as a Senior Group Compliance Manager before returning to Masthead as the Head of Compliance.

Anri has an LLB degree and completed her Master’s degree in Insurance Law. She also completed the Senior Management Development (Advanced Peak Performance Programme (APPP) through GIBS.

SHERLENE NEETHLING

Head of Operations

Sherlene has more than 25 years’ experience in Financial Services having worked in the Employee Benefits, Linked Product and Life Assurance environments prior to joining Masthead in 2006.

Sherlene has a wealth of experience having worked in many areas including, product marketing, traditional marketing, and operations. As Head of Operations at Masthead, she leads the IT, marketing, operations and learning centre teams.

Sherlene has a marketing qualification and a Certificate in Journalism.

ANDRIA HIBBERT

Head of Corporate Accounts and Regional Manager

Andria has been in the financial industry for more than 33 years having worked in banks and insurance companies. She joined Old Mutual Broker Distribution in 1995 as an Admin Manager in Durban and later joined Masthead when they opened their doors in October 2004 as the Regional Services Manager for KwaZulu-Natal. Five years later she was appointed as the Regional Manager in KwaZulu-Natal and in 2014 she was transferred to Johannesburg as the Regional Manager.

In 2020, she took on the additional role of National Key Account Manager and was responsible for managing all Corporate Accounts. In 2022, Andria was promoted to Head of Corporate Accounts and transferred to the Western Cape as Regional Manager.

Andria has a BCom in Industrial Psychology degree. She is also a registered Compliance Officer with the FSCA for CAT I, II, IIA, and IV and has successfully completed the FSCA’s RE 1 and RE 3 Examinations.

MAQBOOL SONDAY

Head of Finance

Maqbool joined Masthead as a Financial Accountant in 2008. Seven years later he was appointed as Finance Manager and then appointed to his current position as Head of Finance in 2022.

Maqbool has a BCom Accounting degree from the University of the Western Cape. From 2003 and 2005, he completed his articles at SizweNtsalubaVSP and in 2006 he went on to complete his BCom Honours degree from the University of KwaZulu-Natal.

HEIDI DE LANGE

Regional Manager and Compliance Officer

Heidi has more than 33 years’ experience in the financial services industry. In 2004, she moved from Old Mutual to Masthead as a Regional Service Manager. Nine years later she was appointed as Regional Manager of the Gauteng North, Limpopo and Mpumalanga region and went on to become a Compliance Officer to complement the management offering.

Heidi has a BCom Entrepreneurs degree from Unisa and she is approved as a CAT I and CAT II Compliance Officer. She has also successfully passed all the FSCA’s Regulatory Examinations.