Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Gladness Keitumetse Maswanganye

Regional Manager

Summary

Accomplished professional with a strong track record in overseeing multi-regional operations and guiding teams to achieve company objectives. Experienced in strategic planning and leadership to improve performance and drive operational efficiencies. Demonstrated ability to foster team collaboration and consistently deliver impactful results.

Overview

17
17
years of professional experience
4023
4023
years of post-secondary education
7
7
Languages

Work History

Regional Manager

Capitec Bank
03.2023 - Current
  • Ensure that systems and controls are in place to manage resources and corporate governance practices.
  • Supervised various locations, enforcing high-quality standards of operation.
  • Support the implementation of corrective actions arising from service, efficiency, and audit visit findings.
  • Leading and managing large, multi-level teams that are regionally dispersed.
  • Maintain relationships with existing suppliers and new partners within the bank.
  • Drive a culture of people, and community development.
  • Provide regular, accurate reporting of performance and operational risks to stakeholders.
  • Conduct risk assessments throughout the region, and escalate all contractual risks.
  • Adhere to people, service, and delivery expectations, targets, and company initiatives.
  • Support the team in identifying development opportunities and providing input into the identified gaps or opportunities.
  • Drive your own performance management and learning culture.
  • Support the regional team interactions with internal stakeholders.
  • Ensure that Retail, Financial Services, and Banking policies and procedures are adhered to.
  • Ensure that branches sell all banking products and services.
  • Ensure that leadership and people management principles are adhered to across all branches.
  • Comply with general and operations management practices and principles, including:
  • Developed and executed successful business plans that resulted in improved market share and profitability within the region.
  • Boosted brand growth by devising strategic network and marketing tactics.
  • Collaborated with executive leadership to establish long-term objectives, drive growth initiatives, and align regional efforts with corporate goals.
  • Expanded regional presence by researching potential markets, developing strategic partnerships, and opening new locations.
  • Mentored and developed high-potential employees for leadership roles through individualized career development plans and opportunities for growth.
  • Boosted regional sales by implementing targeted marketing strategies and fostering strong client relationships.
  • Motivated regional staff to achieve ambitious sales targets by establishing a competitive incentive structure and celebrating team accomplishments.
  • Increased customer satisfaction with timely resolution of escalated issues and proactive communication on product updates.
  • Led cross-functional teams to achieve project deliverables on time and within budget, resulting in improved overall performance.
  • Enhanced team performance by providing regular coaching, training, and performance feedback to staff members.
  • Streamlined operational processes for increased efficiency by identifying areas of improvement and implementing necessary changes.
  • Facilitated seamless integration of new acquisitions into existing operations while maintaining positive company culture and high levels of morale among employees.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Branch Manager

Capitec Bank
11.2016 - 02.2023
  • Directing all operational aspects, including distribution, customer service, human resources, administration, and sales.
  • These duties may include adherence to operational controls, including regulatory, legal, and corporate procedures, to ensure the safety and security of customer and bank assets.
  • Developing forecasts, financial objectives, and business plans.
  • Providing training, coaching, development, and motivation for bank personnel.
  • Assess local market conditions, and identify current and prospective sales opportunities.
  • Locate areas of improvement, and propose corrective actions that meet challenges and leverage growth opportunities.
  • Stay abreast of competing markets, and provide reports on market movement and penetration.
  • Share knowledge with other branches and headquarters on effective practices, competitive intelligence, business opportunities, and needs.
  • Drive consistency in branch service being provided by each personnel member to clients to ensure alignment with the company's service strategy.
  • Ensure the management of external contractors and suppliers: making sure that the branch has sufficient stock, stationery, and that all maintenance issues are attended to within SLA by external contractors.
  • Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
  • Maintained friendly and professional customer interactions.
  • Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
  • Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.

Assistant Branch Manager

Capitec Bank
12.2013 - 10.2016
  • Manage the implementation of service delivery plans, with measures to improve and monitor branch service.
  • Review all processes to ensure accuracy and efficiency in the branch.
  • Identify gaps in processes, and coach personnel by providing input with revised processes.
  • Recommend and implement performance improvement initiatives: this includes targeting personnel weekly and reviewing the progress at the end of each week to ensure that all monthly targets are met.
  • Provide guidance and advice on all branch grievances, and make recommendations where necessary.
  • Acquiring clients to boost new business.
  • Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
  • Trained and developed new team members in alignment with branch service standards and objectives.
  • Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.

Service Consultant

Capitec Bank
09.2011 - 11.2013
  • Contribute to team effort by accomplishing related results as needed.
  • Plan to ensure that personal sales are aligned with branch targets.
  • Sell all product to existing and potential clients to increase client base.
  • Administration: delegated duties by branch manager.
  • These duties included doing loan reviews to identify errors made by personnel when granting credit.
  • Client complaints which include investigating all client complaints and proving feedback to branch manager on complaint resolution.

Branch Manager

Virgin Mobile
03.2008 - 12.2010
  • Building relationships with all cell phone manufacturers.
  • Train staff members on our systems (single view, and clarify).
  • Responsible for working with the sales team to onboard and integrate new clients, and developing existing client relationships.
  • Liaise between the customer and internal teams.
  • Maintain supplies inventory by checking stock to determine inventory levels, anticipating needed supplies, and verifying receipt of suppliers.
  • Recommend potential products or services to management by collecting customer information and analyzing customer needs.
  • Prepare product and service reports by collecting and analyzing customer information.
  • Ensure that results are measured against standards, while making necessary changes along the way.
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
  • Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
  • Maintained friendly and professional customer interactions.
  • Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.

Education

Instructional Programme - National Higher Certificate in Accounting

Central University of Technology
Bloemfontein, South Africa
01-2010

Instructional Program - Certificate in Banking NQF 4

Chartall Business College
Johannesburg, South Africa
01-2015

Instructional Program - National Certificate: Generic Management: Banking (NQF level 5)

Cornerstone
Pretoria
01.2022 - 01.2023

Skills

    Strong organizational abilities

    Management of human resources teams

    Strong analytical skills and the ability to prioritize, Client Relations Critical thinking and problem-solving skills

    Performance management

    Sales expertise

    Sales and marketing strategies

    Operational management

    Business development and planning

    Sales planning

References

Chantelle Damons, Business Manager, 078 309 0956, Capitec Bank

Mapula, Mangena, Regional Manager, 083 259 2452, Capitec Bank

Timeline

Regional Manager

Capitec Bank
03.2023 - Current

Instructional Program - National Certificate: Generic Management: Banking (NQF level 5)

Cornerstone
01.2022 - 01.2023

Branch Manager

Capitec Bank
11.2016 - 02.2023

Assistant Branch Manager

Capitec Bank
12.2013 - 10.2016

Service Consultant

Capitec Bank
09.2011 - 11.2013

Branch Manager

Virgin Mobile
03.2008 - 12.2010

Instructional Programme - National Higher Certificate in Accounting

Central University of Technology

Instructional Program - Certificate in Banking NQF 4

Chartall Business College

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Gladness Keitumetse MaswanganyeRegional Manager