People interest me Love to draw faces and write poems
Dorothy Gelderblom
Unemployed
Cape Town
Summary
At FNB, I spearheaded branch operations, enhancing customer satisfaction and revenue through innovative service protocols and targeted marketing. My leadership boosted team performance and fostered strong client relationships, leveraging skills in revenue generation and effective communication. Achievements include implementing risk management processes and driving staff development, significantly improving branch efficiency and compliance.
Overview
29
29
years of professional experience
Work History
Bank Branch Manager
FNB
08.1993 - 07.2022
- Managed daily branch operations for optimal efficiency and performance, resulting in improved customer experiences.
- Boosted branch revenue through targeted marketing campaigns aimed at attracting new clients and retaining existing ones.
- Increased customer satisfaction by implementing new service protocols and streamlining branch operations.
- Implemented risk management processes to identify potential risks, reducing losses and maintaining compliance with regulatory requirements.
- Promoted a culture of innovation by encouraging staff to share ideas and solutions that improved overall branch operations and customer service levels.
- Collaborated with senior management to develop strategies for increasing market share and overall profitability.
- Conducted regular audits of branch operations to maintain compliance with internal policies and external regulations.
- Fostered strong relationships with clients by addressing their needs promptly and providing personalized financial solutions.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Streamlined communication between departments for better collaboration on complex projects or problem-solving situations related to client accounts or loans application processing.
- Improved cash management procedures, ensuring accurate cash handling practices across all transactions within the branch.
- Led a team of banking professionals, providing regular coaching and development opportunities for career growth.
- Enhanced employee engagement by organizing team-building activities, training sessions, and open communication channels within the branch.
- Implemented a system for tracking and monitoring sales activities, enabling data-driven decisions on branch performance and growth areas.
- Resolved escalated customer issues quickly and efficiently while demonstrating empathy towards clients' concerns resulting in higher customer retention rates.
- Developed an ongoing training program that enabled staff members to stay current on industry trends, product offerings, and regulatory changes impacting banking practices.
- Strengthened cross-selling initiatives by identifying customers'' financial needs and recommending suitable products or services.
- Optimized staff productivity through effective scheduling, task delegation, and performance monitoring.
- Maintained friendly and professional customer interactions.
- Complied with regulatory guidelines and requirements.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Complied with established internal controls and policies.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Created financial dashboards to provide insights into key performance indicators.
- Designed and maintained financial models to identify and measure risks.
Education
NQF5 - Finance
Bellville High School
Bellville06.2019
Skills
Revenue Generation
Human resources knowledge
Collections
Sales expertise
Friendly
Approachable
Staff Management
Bank security expert
Banking
Key performance indicators
Customer service awareness
Cash Handling
Strong team-builder
Business Development
Relationship building and management
Employee Development
Verbal/written communication
Team Player
Proficient in MS Office
Goals and performance
Staff Training
Product training
Process implementation
Cost control and reduction
Budget forecasting
Interests
Timeline
Bank Branch Manager
FNB
08.1993 - 07.2022
NQF5 - Finance
Bellville High School