LIFA MASINDANE
JOHANNESBURG
Summary
Dynamic professional with 11 years of experience in financial services, specializing in client relationship management and financial data analysis. Proven ability to assess financial portfolios, identify growth opportunities, and deliver strategic solutions that enhance customer satisfaction and retention. Strong communicator with a successful track record of collaborating with cross-functional teams to improve service delivery and drive business growth. Committed to building long-term, trust-based client relationships and maintaining a customer-centric approach.
Overview
11
11
years of professional experience
Work History
Relationship Analyst
FNB
02.2024 - Current
- Support the Business Relationship Manager by analyzing credit data to estimate degree of risk in extending credit or lending money in support of a broader client relationship
- Analyze credit data to estimate degree of risk in extending credit or lending money in support of a broader client relationship
- Manage the % of facility documents outstanding more than 60 days after renewal as measured by Collateral team per BS Team / Region based on facilities approved and documents submitted
- Prepare credit proposals for review by the Credit Product House
- Ensures a competent portfolio management as well as asset and liability growth
- Maximize Business Portfolio cross sell opportunities and strengthening client relationships
- Manage the growth of active customer Account Base to increase client base through leads, campaigns and customer-initiated work
- Provide sales support efficiencies and services to ensure retention of clients
- Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines to drive and achieve relevant product and service target
- Deliver exceptional service through educating the client, offering and appropriate solution and ensuring the relationship is maintained
- Continuously monitor accrual process turnaround times and quality standards and resolve issues speedily to enhance effective client service delivery
- Cultivate and manage objective working relationship with variety of stakeholders
- Monitor and manage the resolution of customer complaints and ensure resolution of escalated customer and staff complaints
Sales and service team leader
FNB
Secunda
04.2019 - 01.2024
- Lead and support the sales and service team to achieve and exceed agreed targets
- Drive sales across product and campaign initiatives to optimise growth and profitability
- Deliver customer experience excellence aligned to organisational values and service standards
- Communicate service solutions clearly and secure customer and stakeholder buy in
- Ensure product knowledge and advice provided is technically accurate and compliant
- Engage customers to understand unique requirements and support value optimisation and product integration
- Manage and grow the active customer account base within the branch
- Analyse customer insights and business data to identify service and sales improvement opportunities
- Provide regular reporting on service delivery, customer targets, and SLA performance
- Manage team delivery against goals within the area of responsibility
- Set meaningful stretch goals and motivate team achievement
- Provide ongoing coaching, guidance, and performance feedback
- Identify development needs and ensure personal development plans are created, implemented, and reviewed
- Create a development culture where learning, insights, and best practice are actively shared
- Manage performance moderation, recognition, disciplinary, and retention processes in line with HR policies
- Participate in Talent Management practices and succession planning
- Implement Employment Equity plan targets in recruitment and employee movement activities
- Resolve conflict and respond to employee concerns in a timely and fair manner
- Ensure effective transfer of skills across functions within the team
- Ensure full compliance with statutory, legislative, policy, and governance requirements
- Implement and embed relevant policies and practice standards across the team
- Maintain up to date knowledge of legislative changes, industry best practice, and internal compliance requirements
- Ensure system and process compliance and address audit findings effectively
- Identify, assess, and manage risks within the area of accountability
- Provide input into governance and compliance process improvements
- Educate team members on risk management, compliance expectations, and process enhancements
- Participate in specialist risk and governance forums where required
Branch Consultant
FNB
Bridge City
05.2015 - 03.2019
- Build and manage long-term client relationships to support retention and growth
- Provide a positive customer experience by being helpful and sensitive to customer transactional needs and expectations
- Educate customers to the correct Banking platform aligned with their needs
- Connect with our customers by living up to our brand promise of 'how can we help you?' at all times
- Analyse customer data and provide appropriate financial advice and solutions aligned to client financial goals and in accordance with FAIS requirements
- Maintain accurate and complete client records and documentation
- Achieve individual and branch sales and service targets
- Conduct yourself in an ethical manner
- Take accountability for your own performance, personal and career development
- Show empathy to customers
- Stay updated on industry trends and product knowledge
- Manage leads, referrals, and client follow-ups within agreed turnaround times
Education
Occupational Certificate NQF7 - Financial Market Practitioner (Financial Markets, instruments and Asset classes)
01-2025
RE5 -
Moonstone
01-2025
BTECH - Cost and Management Accounting
Mangosuthu University of Technology
01-2014
National Diploma - Accounting
Mangosuthu University of Technology
01-2013
Skills
- Negotiation and deal-structuring skills
- Analytical
- Financial acumen
- Expertise
- Excellent communication
- Persuasion
- Relationship-building abilities
- Strategic thinking
- Results-driven mindset
- In-depth knowledge of Business financials
- Cash flows analysis
- Manage and maintain solid relationships
- Internal and external business partners
- Able to interpret financial statements
- Client relationship management
- Risk assessment
- Credit analysis
- Portfolio management
Custom
To be provided upon request.
Timeline
Relationship Analyst
FNB
02.2024 - Current
Sales and service team leader
FNB
04.2019 - 01.2024
Branch Consultant
FNB
05.2015 - 03.2019
Occupational Certificate NQF7 - Financial Market Practitioner (Financial Markets, instruments and Asset classes)
RE5 -
Moonstone
BTECH - Cost and Management Accounting
Mangosuthu University of Technology
National Diploma - Accounting
Mangosuthu University of Technology