BONIWE N MTEBULA
CENTURION
Summary
Dynamic Team Leader at FNB with a proven track record in driving service excellence and operational efficiency. Skilled in performance monitoring and client relationship management, I foster collaboration and accountability, achieving high team performance and compliance. Recognized for implementing process improvements that enhance client satisfaction and streamline operations.
Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality and quality.
People-oriented team leader successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying needs to develop and deliver creative solutions.
Motivational Team Leader skilled in designing and following production schedules. Offers proven history of maximizing team productivity to meet targets. Dedicated to employee safety and proactive assignment, schedule, and personnel management.
Overview
21
21
years of professional experience
10070
10070
years of post-secondary education
1
1
Certification
Work History
Team Leader
FNB
Johannesburg
07.2024 - Current
- Facilitated team meetings to enhance communication and collaboration among members.
- Coordinated daily operations to ensure streamlined service delivery and efficiency.
- Developed training materials to onboard new team members effectively.
- As a dynamic and results‑driven Client Switching Team Leader I have strong track record of managing high‑volume operational environments and driving service excellence within FNB PPCB.
- I lead a Team with clarity, accountability, and a client‑centric approach, ensuring efficient processing of various stakeholder requests and adherence to regulatory, compliance, and service-level requirements.
- I demonstrate exceptional skill in coordinating daily operations, monitoring performance, and resolving escalations with professionalism and urgency. Adept at coaching and developing team members to maintain accuracy, meet turnaround times, and consistently deliver a seamless client experience – consistently helping the Team performance of Meet Expectations.
- Drive AoP usage for digital enhancement with the Team making sure they move away from old systems to new.
- Recognized for fostering a culture of responsibility, continuous improvement, and collaboration across internal stakeholders. I am always committed to operational integrity, workflow optimisation, and supporting PPCB’s mission of providing trusted, reliable, and client-focused banking solutions.
- Leading the Client Switching team in delivering accurate and timely processing of client switch requests, ensuring compliance with FNB policies, banking regulations, and service-level agreements (SLAs).
- Managed daily team operations, including workflow allocation, productivity monitoring, and quality assurance checks to maintain high levels of accuracy and operational efficiency.
- Oversaw the handling of escalations, complex switching cases, and exceptions, ensuring swift resolution and a seamless customer experience.
- Provided coaching, mentoring, and performance feedback to team members to drive continuous improvement, accountability, and skills development.
- Conducted regular team huddles and performance reviews to communicate priorities, share updates, and reinforce compliance standards.
- Ensured strict adherence to turnaround times for switching processes, including internal transfers, debit order movements, salary switching, and account migrations.
- Collaborated with internal business units—including Operations, Compliance, Branches, and Customer Care—to resolve bottlenecks and enhance end‑to‑end switching processes.
- Developed and monitored key performance indicators (KPIs) to assess team effectiveness.
- Implemented strategic plans to enhance team performance and productivity.
- Resolved customer inquiries and complaints to maintain high satisfaction levels.
- Participated in regular meetings with senior leadership to provide updates on team progress.
CLIENT SWITCHING CONSULTANT
QUEST (ADCORP GROUP)
08.2021 - Current
- To proactively solution for client needs through professional and personalized engagements with all clients in order to achieve the full client switch.
- Identify and implement on opportunities for revenue growth in order to deliver on sales targets.
- Develop, encourage and nurture collaborative relationships within FNB and / or across the FRG.
- Continuously assess own performance, seek timely and clear feedback and request training where appropriate.
- Continuously focus on providing optimal services and improving service delivery processes to meet or exceed customer expectations.
- Understand and market all financial services solutions within the relevant business offering.
PRIVATE BANKER
FIRST NATIONAL BANK (FNB)
Menlyn, Pretoria
07.2013 - 10.2020
- Convert leads into successful sales.
- Achieve individual targets set to appropriate business area or sales plan.
- Maximize cross sell opportunities through the identification of specialist. advisory requirements.
- Achieve revenue targets by either growing a portfolio of existing clients (optimizing revenue opportunities) or by acquiring new clients and increase potential of existing portfolio.
- Analyze client's current product offerings and solution for them.
- Identify transactional and lending request.
- Manage and grow portfolio through proactive client contact.
- Ensure client retention and satisfaction levels.
- Deliver exceptional service that exceeds client expectations through proactive, innovative and appropriate solutions.
- Ensure profit growth for the portfolio and business through effective financial advisory services.
- Build working relationships across teams and functional lines in order to enhance work delivery, collaboration and innovation.Analysed daily, weekly, and monthly performance reports to identify trends, risks, and opportunities for process optimisation.
- Drove a customer‑centric culture within the team through quality feedback sessions, error‑reduction initiatives, and best‑practice sharing.
- Ensured team compliance with risk, governance, POPIA, and operational controls to maintain a high level of organisational integrity.
- Played a key role in onboarding new team members through training, systems coaching, and continuous support.
- Supported strategic initiatives to improve client retention and enhance the overall client switching journey for FNB customers
- Manage and grow a portfolio of high‑value clients by offering tailored banking, lending, investment, and insurance solutions aligned to client needs and financial goals.
- Drive sales targets across multiple product lines, including transactional accounts, lending products, wealth solutions, savings and investments, and insurance offerings.
- Conduct detailed financial needs analyses (FNA) with clients to identify opportunities for cross-selling and up‑selling.
- Build strong client relationships through proactive engagements, regular portfolio reviews, and personalised financial advice.
- Acquire new high‑net‑worth clients through referrals, networking, and targeted acquisition strategies.
- Prepare and submit credit applications, ensuring compliance with FNB's credit policies and risk requirements.
- Collaborate with specialists (Wealth Managers, Credit Analysts, Insurance Consultants, Fiduciary teams) to deliver holistic solutions for clients.
- Monitor client portfolios to ensure retention, profitability, and optimal product utilization.
- Stay informed about market trends, competitor offerings, and economic changes to better advise clients.
- Ensure all client interactions and documentation comply with regulatory standards, including FICA, FAIS, and POPIA.
- Resolve client queries and issues promptly to maintain client satisfaction and deepen relationships.
- Participate in sales campaigns, promotions, and business development initiatives to support branch and regional sales growth.
- Maintain high levels of service excellence, ensuring exceptional client experience at every touchpoint.
- Track sales performance and pipeline progress through CRM systems and internal reporting tools.
- Consistently meeting sales targets, achieving an average of 120% above monthly and quarterly goals across lending, investments, and transactional products.
- Grew portfolio value by R24 million through effective acquisition of high‑net‑worth clients and targeted cross‑selling strategies.
- Increased product penetration rate by 5%, ensuring clients were optimally banked and utilizing the full suite of FNB solutions.
- Successfully secured and retained VIP and high‑income clients, directly contributing to sustained portfolio profitability and branch revenue growth.
- Achieved top performer recognition (e.g., Top Private Banker / regional award / branch award) for exceptional sales performance and client service delivery.
- Reduced client attrition by 1% through proactive engagement, portfolio reviews, and tailored financial advice.
- Played a key role in closing complex credit deals, including home loans, structured loans, and asset finance, with approval success rates consistently above expectations.
- Strengthened client satisfaction scores through responsive servicing, accurate financial guidance, and personalised banking experiences.
- Collaborated with Wealth, Credit, and Insurance teams to deliver integrated financial solutions, resulting in a measurable uplift in cross‑functional sales.
- Implemented portfolio management strategies that led to improved risk profiles and compliance adherence across all client accounts.
- Successfully acquired new business through referrals, networking, and targeted acquisition campaigns.
- · Provided mentorship and guidance to junior bankers, contributing to an overall improvement in team performance and sales culture.
BUSINESS BANKER
FNB
Johannesburg
09.2012 - 06.2013
- Cross selling of business products to business clients increase VSI and revenue.
- Assist Sole Proprietors with credit applications e.g. overdrafts, new credit card and petro card applications.
- Assist business clients with Online Banking and eBucks registrations.
- Managed client relationships to understand financial needs and provide tailored solutions.
- Facilitated loan applications by gathering required documentation from clients.
- Provided guidance on banking products, services, and investment options to clients.
- Educated clients on compliance requirements and best practices in banking transactions.
- Identified opportunities for cross-selling products and services to existing customers.
- Reviewed loan documents for accuracy prior to submission for approval process.
- Analyzed client's credit history and provided recommendations regarding credit worthiness.
- Responded promptly and effectively to inquiries from customers regarding their accounts or other issues.
SERVICE ADVISOR
FNB
Pretoria
11.2007 - 08.2012
- Provide customers with excellent service.
- Champion and manage the customer experience.
- Assess customer needs and facilitate the need thereof.
- Implement and maintain Branch service plan, standards and service targets.
- Developed strong relationships with customers to foster loyalty.
- Promptly responded to customer inquiries via phone, email or in person.
- Greeted customers and addressed their needs in a professional manner.
- Ensured that all customer inquiries were handled promptly and accurately.
CUSTOMER SERVICE CONSULTANT
FNB
03.2006 - 10.2007
- Generate leads through clients that walk in the branch and ask for referrals.
- Opening and closing of accounts individual and business clients.
- Update information on clients profile (FICA).
- Cross selling of FNB products to walk in clients to increase and grow Branches VSI.
- Follow-up on customer complaints and resolve them.
- Collaborated with team members to streamline service processes and improve efficiency.
- Educated customers on banking products and services for informed decision-making.
- Managed customer complaints with professionalism and empathy for positive experiences.
- Developed rapport with clients to foster long-term relationships and trust in services.
- Greeted customers and answered inquiries promptly and professionally.
- Maintained current knowledge of new products, services, promotions and other changes that may affect the customer experience.
- Provided accurate information regarding product features, pricing, availability and services.
COLLECTIONS OFFICIAL
QUEST (FNB Silverton)
Pretoria
09.2005 - 02.2006
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Worked with cross-functional teams to achieve goals.
- Exceeded customer satisfaction by finding creative solutions to problems.
Education
Postgraduate Diploma - Business Management
Mancosa
Johannesburg 02.2025 - 04.2026
B.COM - BANKING AND INVESTMENT MANAGEMENT
MILPARK EDUCATION
COURSE - FUNDAMENTAL OF BANKING AND RISK MANAGEMENT
UNISA
HIGHER DIPLOMA - BANKING, ACCOUNTING AND BUSINESS MANAGEMENT
MILPARK EDUCATION
NATIONAL CERTIFICATE - BOTECHNOLOGY
TSHWANE UNIVERSITY OF TECHNOLOGY
GRADE 12 - ENGLISH, AFRIKAANS, HOME ECONOMICS, BIOLOGY, MATHEMATICS, SCIENCE
HOERSKOOL VRYBURGER HIGH SCHOOL
Skills
- Customer relationship management
- Team leadership
- Regulatory compliance
- Performance monitoring
- Client communication
- Team assessment
- SOP adherence
- Leadership
- Client support
- Conflict resolution
- People management
- Performance improvement
- Feedback delivery
- Team Check-ins
- Relationship building
- Team motivation
- Team building
- Attention to detail
- Teamwork and collaboration
- Process improvement
- Sales expertise
- Problem-solving
- Client service
- Team supervision
- Meeting facilitation
- Coaching and mentoring
- SMART goals
- Task delegation
Certification
- REGULATORY EXAMINATION (RE: 5)
- CERTIFICATE OF BUSINESS (MILPARK EDUCATION): INVESTMENTS, LONG TERM INSURANCE & PENSION FUNDS
- ONLINE (COUSERA.ORG): FINANCIAL MARKETS
Languages
English
First Language
Timeline
Postgraduate Diploma - Business Management
Mancosa
02.2025 - 04.2026
Team Leader
FNB
07.2024 - Current
CLIENT SWITCHING CONSULTANT
QUEST (ADCORP GROUP)
08.2021 - Current
PRIVATE BANKER
FIRST NATIONAL BANK (FNB)
07.2013 - 10.2020
BUSINESS BANKER
FNB
09.2012 - 06.2013
SERVICE ADVISOR
FNB
11.2007 - 08.2012
CUSTOMER SERVICE CONSULTANT
FNB
03.2006 - 10.2007
COLLECTIONS OFFICIAL
QUEST (FNB Silverton)
09.2005 - 02.2006
B.COM - BANKING AND INVESTMENT MANAGEMENT
MILPARK EDUCATION
COURSE - FUNDAMENTAL OF BANKING AND RISK MANAGEMENT
UNISA
HIGHER DIPLOMA - BANKING, ACCOUNTING AND BUSINESS MANAGEMENT
MILPARK EDUCATION
NATIONAL CERTIFICATE - BOTECHNOLOGY
TSHWANE UNIVERSITY OF TECHNOLOGY
GRADE 12 - ENGLISH, AFRIKAANS, HOME ECONOMICS, BIOLOGY, MATHEMATICS, SCIENCE
HOERSKOOL VRYBURGER HIGH SCHOOL