Jim Malefane
Team Leader
Johannesburg
Summary
Dynamic leader with a proven track record at First National Bank, FNB, excelling in team supervision and client service. Spearheaded initiatives that enhanced team productivity by 30% through strategic planning and quality improvement. Skilled in relationship building and process improvement, adept at transforming challenges into solutions and achieving high performance targets.
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
21
21
years of professional experience
2
2
Languages
Work History
Team Leader - Service Recovery
First National Bank, FNB
09.2018 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Workday Admin - capturing for all leave types, scorecards, qualifications, PDP's, personal details, staff files, audit findings.
- Adhoc requests from management adhered to and responded to and sun-set rule applied on Outlook emails (non-urgent complaints).
- Actioning of GWG requests/drafting of letters.
- Keeping Manager updated on all operational activities.
- Support and guide the line managers on the course of action to be taken to resolve the complaint and to ensure it does not occur again.
- Support and guideline managers on the requirements of the OBS when responding and resolving the NFO complaint.
- Follow up with the applicable customer to ensure that the complaint was resolved to the customer’s satisfaction.
- Weekly reporting.
- Compile monthly statistics to monitor the number of complaints as well as the different types of complaints.
Service Recovery Advisor
First National Bank, FNB
07.2011 - Current
- Developed long-lasting relationships with clients to ensure their complaints are fully resolved.
- Manage complaints and queries on the daily basis and working with branches to find possible resolutions.
- Reporting on daily basis to monitor long outstanding complaints.
- Champion of team innovations
Sales and Service Team Leader
First National Bank, FNB
04.2010 - 06.2011
- Drove team revenue totals by bringing in top sales numbers.
- Led sales team in achieving revenue targets through consistent coaching and motivation.
- Boosted sales performance by implementing strategic training programs for the sales team.
- Proactively resolved escalations from dissatisfied customers, ensuring timely resolutions that promoted brand loyalty and repeat business.
Branch Controller
First National Bank, FNB
10.2010 - 04.2011
- Mentored junior staff members, fostering a positive work environment conducive to professional growth and development.
- Recruit, manage and develop people – seek, hire, keep and grow talented employees to ensure possible the best productivity.
- Operations manager – ensure smooth operations for all departments (sales acquisition, collections management, self service channel and service department).
- Use my project management skills to ensure all set targets are met by detailed planning, managing and controlling the plan and properly executing the plan.
- Communications officer – keep staff updated with new rules, expectations and general information from higher management.
- Service manager – ensure best possible service is rendered to all customers by measuring service rendered, set and implement acceptable standards and ensure prevention of bad practises.
- Cost manager – reduce or completely cut all unnecessary costs to ensure higher profits and account for the consequences.
- Quality assurer – prevent all possible fraud and bad debt write offs by training staff to efficiently scrutinise all documents presented.
- Compliance manager - ensure all regulations such as National Credit Act, Financial Intelligence Centre Act, Financial Advisory & Intermediary Services Act, etc are adhered to. Ensure all business processes are implemented and followed thoroughly. Recommend possible solutions or regulation of unique problems.
Service Coordinator
First National Bank, FNB
10.2009 - 09.2010
- Coordinated and monitored service activities to confirm work met all requirements.
- First line supervisor of frontline team members. caring and growing of direct reports through providing means and ability and holding the team members accountable for providing exceptional customer service and maintaining process standards.
Multi Skilled Consultant 2
First National Bank, FNB
06.2008 - 10.2009
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Engage with the customers in a professional way as specified in the service standards.
- Ensure customers needs and expectations are understood.
- Process the customers’ requests in an efficient and caring way.
- Deal with customer complaints, relating to collection activities and ensure that it is resolved to the satisfaction of the customer.
- Build and maintain enduring and rewarding relationships with customers.
- Execute activities within risk and compliance requirements.
- Approve, validate, verify, check and authorize Frontline activities.
- Achieve competence against all key result areas required.
- Ensure annual / sick leave is updated on MyWorkplace.
Multi Skilled 1
First National Bank, FNB
01.2007 - 06.2008
- Meeting and exceeding all set targets, rendering the best possible service, provide solution-based advises to clients who want to take up the bank’s products and services. Ensure all procedures are adhered to at all times.
Teller
First National Bank, FNB
07.2005 - 01.2007
- Processed customer transactions promptly, minimizing wait times.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
Administration Clerk
Department Of Education
05.2004 - 06.2005
- Handled incoming phone calls and answered questions from callers.
- Reduced errors in data entry tasks through diligent attention to detail and thorough verification procedures.
- Documented all paperwork, expenses, and resource utilization for accurate and compliant recordkeeping.
Education
High School Diploma -
The Da Vinci Institute
Johannesburg, South Africa 04.2001 -
Skills
Team supervision
Teamwork and collaboration
Work planning
Problem-solving
People management
Client service
Employee evaluation
Leading team meetings
Performance improvement
Complaint resolution
Analytical thinking
Attention to detail
Coaching and mentoring
Relationship building
Overseeing daily activities
SMART goals
Complex Problem-solving
SOP adherence
Conflict resolution
Giving constructive feedback
Team Check-ins
Verbal and written communication
Leadership
Problem-solving abilities
Decision-making
Timeline
Team Leader - Service Recovery
First National Bank, FNB
09.2018 - Current
Service Recovery Advisor
First National Bank, FNB
07.2011 - Current
Branch Controller
First National Bank, FNB
10.2010 - 04.2011
Sales and Service Team Leader
First National Bank, FNB
04.2010 - 06.2011
Service Coordinator
First National Bank, FNB
10.2009 - 09.2010
Multi Skilled Consultant 2
First National Bank, FNB
06.2008 - 10.2009
Multi Skilled 1
First National Bank, FNB
01.2007 - 06.2008
Teller
First National Bank, FNB
07.2005 - 01.2007
Administration Clerk
Department Of Education
05.2004 - 06.2005
High School Diploma -
The Da Vinci Institute
04.2001 -