BABALWA GILMAN

• Managing operational costs and the branches budget.
• Supervised branch operations, ensuring compliance with banking policies and service standards.
• Supported sales and service targets through staff guidance and performance monitoring.
• Trained branch staff on procedures, customer service, and operational controls.

Achievement: Appointed to take on the Area manager role in Cape Town (2021) and East London (2022). Achieved clean compliance audits. Branch achieved the highest investment rand value sales (2025).

• Conducted comprehensive financial needs analyses to align solutions with client objectives.
• Developed tailored insurance and investment recommendations based on affordability and risk profiles.
• Identified opportunities for business growth by networking, attending industry events, and generating referrals from satisfied clients.
• Ensured compliance with industry regulations and company policies while serving clients'' best interests.

Passed qualifying case study on first attempt.

• Resolved complex customer inquiries promptly, maintaining professionalism across phone, email, and chat channels.
• Interpreted policy details clearly, guiding customers through account, billing, and service questions.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Contributed to sales growth by upselling products and services based on individual customer requirements.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Enhanced quality assurance scores through diligent adherence to established standards and protocols., invited to Top performers conference from 2012 – 2018. Earned trip to Sun City for outstanding performance as a consultant during sales campaign. Transitioned to servicing consultant role, leveraging sales experience to enhance client support and satisfaction. and appointed as the Occupational health & safety rep.

• Advised clients on investment administration queries, delivering accurate guidance and clear service updates.
• Resolved complex client issues promptly, maintaining strong service standards and relationship confidence.
• Delivered exceptional customer service by consistently exceeding expectations in responsiveness and problem-solving capabilities.
• Collaborated with cross-functional teams to address client needs effectively and efficiently.

Managed operations for high net worth clients in Gauteng.

• Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
• Adhered to secure cash handling standards and protected confidential financial information.
• Processed deposits, withdrawals, foreign exchange and loan payments with accuracy and compliance.
• Identified sales opportunities and referred customers to branch partners in financial services.

Achievement: Had good balanced scorecards and completed selling course.

• Monitored project progress, identified risks, and escalated issues to protect deadlines and budgets.
• Tracked action items, dependencies, and approvals to improve project control and accountability.
• Maintained a safe working environment by enforcing compliance with safety standards, protocols, and regulations at all times.
• Minimized disruptions during construction projects by closely coordinating site logistics such as materials delivery, equipment storage, and personnel access.
• Recruited and oversaw personnel to achieve performance and quality targets.

Achievement: Successfully bid for numerous tenders with various departments under my leadership (Dept of Education, Health, Sports Arts, Culture and Recreation etc. a service provider).