Basetsana Rampedi

As an Assistant Branch Manager, I support the overall leadership, performance, and operational excellence of the branch. My role involves overseeing daily operations, ensuring compliance with banking policies, and maintaining high service standards across all client touchpoints. I work closely with the Branch Manager to drive sales performance, analyse branch results, and implement strategies that strengthen growth, client retention, and service delivery.

I lead, coach, and motivate the team to achieve individual and collective targets, focusing on building a cohesive, high-trust environment that encourages accountability and continuous improvement. My responsibilities include supervising frontline staff, resolving escalated client queries, managing risk and audit requirements, and ensuring effective workflow management within the branch.

In this position, I play a key role in developing team capability, promoting digital adoption, and aligning branch behaviour with organisational goals. My leadership approach is people-centred, performance-driven, and focused on delivering consistent service excellence while ensuring operational efficiency and compliance.

During my 4.5 years as a Service Consultant, I delivered high-quality client service while ensuring that operational standards and sales targets were consistently met. I handled client queries, processed transactions, resolved service issues, and educated clients on banking products and digital solutions. My role required strong accuracy, attention to detail, and the ability to work efficiently in a fast-paced environment.

In addition to my core responsibilities, I served as the 2IC (second-in-charge) in the branch, supporting both the Branch Manager and Assistant Manager. I played an active role in driving branch performance, monitoring daily results, and contributing to strategies that improved service, productivity, and sales. I also assisted in coaching team members, promoting best practices, and creating a cohesive, high-performing team environment.

Throughout this period, I contributed to strengthening team spirit, building trust, and ensuring seamless collaboration within the branch. My experience as a Service Consultant equipped me with strong leadership capabilities, problem-solving skills, and a client-centric mindset — all aligned with achieving both service excellence and business growth.

As a Bank Better Champion, I served as the first point of contact and the face of the branch, ensuring every client received a warm welcome and professional assistance. My core responsibilities included managing the flow of clients in the branch, identifying their needs, and directing them to the appropriate services or consultants. I played a key role in maintaining high service standards by providing accurate information, promoting digital banking solutions, and ensuring that clients experienced efficient, friendly, and hassle-free service.

Through this role, I developed strong interpersonal communication skills, the ability to work under pressure, and a solid understanding of branch operations and client behaviour. I consistently contributed to a positive client experience by resolving basic queries, educating clients on safer and easier banking options, and supporting the team in meeting service level targets.

This experience strengthened my customer service orientation, problem-solving abilities, and confidence in engaging with diverse clients — aligning with the company’s goal of delivering accessible, people-focused banking.