Summary
Overview
Work History
Education
Skills
Timeline
Generic

GLENDA JESSICA NTUMBA

Business Manager
Boksburg

Summary

Highly motivated and detail oriented professional with over 10 years experience in business management, revenue growth, problem solving, customer service and financial analysis. Exceptional communication skills that leads to successful understanding of client needs and delivery of tailored made solutions. Strong negotiation skills resulting in high conversion rates and strengthened client relationships.

Overview

23
23
years of professional experience

Work History

Business Manager

First National Bank
01.2015 - Current
  • Manage the relationship between the bank and its business clients.
  • Grow the assets and liabilities of the portfolio
  • Deliver exceptional service that exceeds customers' expectations.
  • Onboarding of new business client and manage the existing clients through making contacts and establishing relationships.
  • Generate leads and refer relevant products houses
  • Identify cross sell opportunities and offer solutions to client needs
  • Maximise Business Portfolio cross sell opportunities and strengthen client relationships.
  • Execute campaigns successfully ensuring high conversion rate.
  • Maintain good relationships with all stakeholders
  • Translate objectives into actionable daily activities.

Business Banker

First National Bank
11.2012 - 12.2014
  • Ensure customer's needs and expectations are understood
  • Enhanced customer retention through building strong relationships.
  • Making contact with client to discuss their business needs and offer solutions.
  • Ensure clients queries are resolved to their satisfaction.
  • Process client's request in an efficient and caring way.
  • Provide proper and correct product information.
  • Resolve queries quickly while maintaining client trust.
  • Engage with customers in a professional way.
  • Identify customer's need and offer solutions.
  • Successfully action campaigns
  • Attend to account/ profile maintenance requests.

Team Leader

First National Bank
12.2005 - 10.2012
  • Engage with clients queries at management level
  • Proactive supervision of frontline staff to avoid service breakdown by managing and resolving all customer queries efficiently, and within agreed timeline
  • Collate, manage, and report on daily/weekly/monthly operational and sales progress of staff.
  • Train, coach and support frontline staff so they are able to adhere to operational and service standards.
  • Manage performance, skills development of the team.
  • Manage personal and team development to increase own and team skills.
  • Build strong relationship with collaboration partners and other stakeholders.
  • Defines tasks needed to accomplish goals and assigns and co-ordinate resources to ensure an efficient flow of work.
  • Achieves results by following rules and procedures.
  • Listens attentively, present information in a clear manner and responds appropriately to the verbal and written communication of others.

Personal Relationship Banker

First National Bank
02.2009 - 11.2010
  • Increase cross-selling success by proactively identifying client needs and offering appropriate financial solutions.
  • Ensure timely resolution of client's queries.
  • Grow the portfolio revenue
  • Migration of customers from transactional to Self Service.
  • Manage the growth of account base to increase client base.
  • Maximize cross sell opportunities and strengthen client relationship.
  • Provide accurate and reliable sales and service statistics.


Customer Service Representative/Teller

First National Bank
05.2002 - 11.2005
  • Ensure customers’ needs and expectations are understood.
  • Process the customers’ requests in an efficient and caring way.
  • Deal with customer complaints and ensure that it is resolved to the satisfaction of the customer.
  • Build and maintain strong relationships with customers.
  • Provide customers with solutions and alternatives to meet their needs.
  • Provide the customers with all information required to make an informed decision.
  • Promote and market FNB products and services to existing and potential customers to obtain revenue growth.
  • Compile a database of possible new leads, maintain and update leads database regularly.
  • Follow up on leads and provide feedback.
  • Follow-up with customer to provide an after sales service and determine level of satisfaction with product.
  • Open, maintain and close customers' accounts as per customer requests.
  • Report weekly regarding achievement of targets and pipeline business.
  • Action deposits/withdrawals and balance the till at the end of the day.

Education

Certificate of Banking - Banking

Milpark Business School
Milpark, Gauteng
04.2001 -

Skills

Customer service

Timeline

Business Manager

First National Bank
01.2015 - Current

Business Banker

First National Bank
11.2012 - 12.2014

Personal Relationship Banker

First National Bank
02.2009 - 11.2010

Team Leader

First National Bank
12.2005 - 10.2012

Customer Service Representative/Teller

First National Bank
05.2002 - 11.2005

Certificate of Banking - Banking

Milpark Business School
04.2001 -

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GLENDA JESSICA NTUMBABusiness Manager