Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Hi, I’m

Duncan Mnisi

Johannesburg
Duncan Mnisi

Summary

Seasoned professional with over ten years of experience in strategic planning and problem-solving. Expertise in optimizing resource utilization to enhance operational scalability and profitability. Strong organizational skills combined with effective relationship-building and leadership capabilities.

Overview

23
years of professional experience

Work History

African Bank

GM : Consumer Value Proposition & CX
01.2024 - Current

Job overview

  • Contribute to Segment and Proposition strategy across different product channels.
  • Leading and ensuring the implementation of the CVP from end to end.
  • Drive initiatives to improve customer activation, onboarding, expansion and retention.
  • Generating concise business plans in support of the CVPs.
  • Responsible for change management and project delivery aimed at providing technical and business intelligence capabilities.
  • Leverage and understand the right unique selling points for our products.
  • Lead the lifetime product value cross functional teams and galvanise large teams around a common goal.
  • Understanding of a vast array of products, processes and systems and how they work together.
  • Contribute meaningfully to Sales, Marketing, Research and Manco Forums.

Fundi Capital

Senior Manager : Customer Experience & Operations
01.2021 - 01.2024

Job overview

  • Lead all Customer experience stakeholders in enhancing all customer touch points.
  • Lead the development and execution of an end-to-end customer experience strategy.
  • Drive and enable sales teams though enhanced customer needs analysis.
  • Lead internal stakeholders and employees in resolving complex interconnected process pain-points.
  • Lead all Customer experience stakeholders in enhancing all customer touch points (Online and Offline Channels).
  • Orchestrate the design and delivery of MVPs associated with specific end to end journey across multiple departments.
  • Collaborate with Marketing and Sales Management Team to develop customer centric sales strategies and ROI on marketing initiatives.
  • Drive post-sales initiatives that support business development and retention strategies.
  • Be in-charge of delivering a seamless customer experience across all stages and touchpoints in the customer journey.
  • Drive initiatives to improve customer activation, onboarding, expansion and retention.
  • Ensure that the customer experience team works in collaboration with all other business functions.
  • Leverage existing data points and technologies for tracking key metrics across the full customer lifecycle.
  • Leverage existing and additional relevant technologies for tracking key metrics across the full customer lifecycle.

Fundi Capital

Operations and Customer Experience Manager
08.2016 - 12.2020

Job overview

  • Develop and implement a comprehensive service strategy and plan to deliver on client needs and expectations.
  • Establish, Manage and Coordinate the customer relations strategy across the business and with stakeholders.
  • Work with team leaders in ensuring the efficiency of service productivity and performance in the organisation by ensuring all complaints and enquiries are resolved.
  • Collaborate with Marketing in identifying trends and areas that need customer education and awareness focus.
  • Provide accurate and reliable report findings on a regular basis to help improve organisations service delivery as well as recommendation to clients through regular and adhoc reporting.
  • Proactively identify and understand the client's needs and provide innovative and appropriate solutions.
  • Ensure the maintenance of expert knowledge on products, pricing, application process and timelines, to drive and achieve relevant product and service targets.
  • Collaborate with Regional Business Managers in managing existing clients and growing the client base through making contact and generating leads.
  • Establish needs and requirements in terms of quality standards dependencies and interdependencies.
  • Ensure compliance with governance in terms of legislative and audit requirements.
  • Develop materials and documentation including minimum standards, templates, guidelines, FAQ's and processes.
  • Continuously identify process improvement opportunities.
  • Plan and manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competencies.

Aspire Schools Group

Operations and Customer Center Manager
05.2010 - 08.2016

Job overview

  • Plan and execute customer care strategy against forecast and develop a continuous reporting.
  • Perform monthly financial calculation against forecast and reports.
  • Ensures that the means of production used have the ability to produce goods and services for the client at an acceptable standard in line with the schools needs.
  • Interact with the employees, prepare reports on the current condition of logistics, and decide on the next course of action.
  • Obtain the requirements for logistics in accordance with the schools plans and coordinate with the finance department to draw up the annual budgets and ensure expenditure is in line with the budget framework.
  • Build and maintain fair relationships with stakeholders and third parties to ensure their short term plans and included in the operations of the organisations.
  • Renegotiate detailed SLA's, maintain and update current price lists, check invoices against price lists. Review material costs on an ongoing basis, source potential new suppliers.
  • Formulate suggestions on how to make an optimum use of the resources of the organization in Enterprise Resource Planning and Supply Chain Management.
  • Recruit and Train Maths and Science Helpline Consultants.
  • Promote professionalism and code of good practice between tutors, parents and schools.

Real People Investment

Team Leader New Business and Servicing
06.2008 - 04.2010

Job overview

  • Drive and Motivate Team to Reach Monthly Sales Targets and Objectives.
  • Effectively identify training needs and ensure it's facilitated.
  • Constantly interacting with Brokers and Other Departmental Heads to ensure potential sales referrals are maximised.
  • Ensure Team Meet minimum quality assurance standards required for product / design / campaign.
  • Build and influence daily/weekly performance action plans.
  • Develop and coach agents.
  • Provide overall management to the telesales floor.
  • Initiate, encourage and own activities to drive motivation of sales force.
  • Promote professionalism and code of good practise.
  • Retain desirable agents.

Discovery Holdings

Call Center & Service Escalation Manager
10.2006 - 05.2008

Job overview

  • Managing all internal queries/complaint through to resolution Co-ordination of own administration.
  • Providing product and premium (billing) information to all Franchise Brokers and clients in line with standards and protocols.
  • Providing Investment Values and Fund Statement as well as explaining performance of the clients Invested Fund.
  • Liaising with Relationship Managers wrt Proposed Resolutions and Outcome of Complaints.
  • Documenting and Formalizing Generally accepted resolutions to Occurring Complaints.

Standard Bank

Team Leader : Client Services
06.2005 - 10.2006

Job overview

  • Leading a team within the Call Centre Consultant.
  • Responsible for the relationship building with intermediaries, broker consultants and clients.
  • General staff management including performance management, coaching, developing and motivation of staff.
  • Monitoring and submission of monthly reports, performance statistics and quarterly client and broker surveys.
  • Management of service levels and quality measures.
  • Resolution of escalated queries and complaints.
  • Ensure departmental targets are met through driving Strategy and Key Business initiatives.
  • Overseeing the implementation and training of new systems, system enhancements and product launches.
  • Managing monthly staff incentive.
  • Compile statistics and reports.

Standard Bank

Customer Care Consultant
11.2003 - 06.2005

Job overview

  • My duties involve fulfilling customer queries to their expectations.
  • Doing re-quotes on existing clients requiring a lower premium.
  • Giving assistance to third parties with regards to schedules.
  • Assisting and advising with pre-claims documentation to clients.
  • Compiling Performance stats of Consultant.
  • Holding Daily Reflection Meetings and fulfilling the acting supervisor in the absence of the Team Leader.

ABSA Bank

Finance Advisor Settlements
02.2002 - 11.2002

Job overview

  • Drawing up settlement amounts.
  • Forward Settlement amount to clients and third parties.
  • Attending to queries regarding financial status of accounts.
  • Assisting clients in pre approved financing of vehicles.
  • Advising client regarding vehicle finance(payments, purchasing).

Education

Plymouth Marjon University
England

MBA from Business And Managerial Economics
10-2025

Skills

  • Customer experience management
  • Financial analysis
  • Project management
  • Data analysis
  • Change management
  • Customer relationship management
  • Strategic planning
  • Sales strategy development
  • Business analysis
  • New business development
  • Relationship building
  • Process redesign
  • Analytical skills

Affiliations

  • Winner of the Global Digital CX Awards, Innovation and Onboarding Design 2025, Singapore
  • Team Member of the Loyalty Team of the Year at the International Loyalty Awards 2025, Dubai
  • Team Member of the Best Rewards Programme – at the International Loyalty Awards 2024, Dubai
  • Finalist of the CXA Rising Star in CX at CEM Africa 2023, Cape Town

Timeline

GM : Consumer Value Proposition & CX

African Bank
01.2024 - Current

Senior Manager : Customer Experience & Operations

Fundi Capital
01.2021 - 01.2024

Operations and Customer Experience Manager

Fundi Capital
08.2016 - 12.2020

Operations and Customer Center Manager

Aspire Schools Group
05.2010 - 08.2016

Team Leader New Business and Servicing

Real People Investment
06.2008 - 04.2010

Call Center & Service Escalation Manager

Discovery Holdings
10.2006 - 05.2008

Team Leader : Client Services

Standard Bank
06.2005 - 10.2006

Customer Care Consultant

Standard Bank
11.2003 - 06.2005

Finance Advisor Settlements

ABSA Bank
02.2002 - 11.2002

Plymouth Marjon University

MBA from Business And Managerial Economics

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Duncan Mnisi