Mamelang Fortune Dondashe
Pretoria
Summary
Customer-focused Team Leader with expertise in cash management and risk assessment. Engages proactively with customers to identify needs and enhance service offerings. Ensures adherence to security protocols while maintaining high standards of operational efficiency.
Overview
11
11
years of professional experience
Work History
Team Leader Cash
Standard Bank
Pretoria, South Africa
01.2023 - Current
- To manage a team of Level 1 Cash Consultants who take demand from walk-in customers for any cash related matters (e.g. teller, ATM) whilst forming an accurate assessment and understanding of that demand in order to act on it in a manner that consistently delivers what matters to the customer within the parameters of the bank's financial offerings.
- Monitored maintenance and duties of ATM/ANA machines in accordance with South African Reserve Bank (SARB) principles to maximise effective functioning.
- Implement the Branch People plan with support from the Human Capital Function. Identify current and potential employee skill requirements in consultation with the Human Capital Function
- ·Manages work list queues to ensure items are actioned within agreed timelines, and/or re-assigns staff to different queues to ensure work is completed within agreed timelines.
- Manage the number of staff members in place to meet the fluctuating demands of customers by effectively interpreting and actioning the data provided by the Branch Scheduling Tool (Calabrio) and maintain the required administration pertaining to the Calabrio.
- Lead a team of Level 1 Cash Consultants (incl) Telling and ATM) according to the lean leadership and employee engagement principles, including employee lifecycle from recruitment through to exit, performance management, training and development, discipline and grievance management, retention and reward and people administration, to ensure a high performance culture
- Check and release various products, service applications or transactions, within prescribed limits, as per required procedures.
- Engaged with walk-in customers to identify demand generation opportunities and promote multiple branch and non-branch channels; captured and logged corresponding documentation and customer information.
- Oversee and guide Cash Consultants as they engage with walk-in customers to ensure they fully understand and meet their customers’ demands and that required procedures are followed in order to minimise all potential risks or non-compliance.
- Oversee, manage and support Cash Consultants as they process and attend to the handling, control, movement, storage and collection of all cash assets in the branch to ensure laid-down policies and procedures are followed, all customer and business needs are sufficiently met and that all prescribed limits are upheld.
- Attend to the amendment of irregularities found during the audit or risk monitoring process to ensure sufficient controls and standards are implemented and upheld.
- Collate and provide relevant information and reports to the required department to assist in the investigation of losses and fraud activity as per internal requirements and procedures.
- Oversaw the recycling of quality bank notes according to South African Reserve Bank (SARB) minimum requirements by custodians using the note recycler for customer issuance and ATM replenishment.
- Oversaw compliance checks and reviews across cash and foreign exchange environments to ensure adherence to internal standards and regulations.
- Completed and reviewed reports as per laid-down procedures, focusing on losses and teller differences.
Teller & ATM Custodian
Standard Bank
Pretoria, South Africa
09.2015 - Current
- To take demand from walk-in customers for any cash related matters (e.g., teller, ATM, etc.) whilst forming an accurate assessment and understanding of that demand in order to act on it in a manner that consistently delivers what matters to the customer within the parameters of the bank’s financial offerings.
- Identified sales opportunities and facilitated lead passing.
- ·Engages with walk-in customers in order to understand what matters to the customer (i.e. determine the what, why, when, where and how) and deliver against those demands.
- Identifies authenticity of the customer (where required) in order to prevent disclosure of information to unauthorised persons (e.g., knows how to identify the customer)..
- ·Understands the risks associated with the handling of cash related demands (e.g., follows effective controls to minimise risk).
- Handled general customer enquiries ranging from product questions to account activities.
- Attends to requests for change transactions.
- Ensures that cheques included in deposits are checked in terms of Duty of Care obligations.
- Ensures that all items cashed are within laid-down limits and refers all transactions exceeding limits to the appropriate area for authorisation.
- Accepts cash deposits in canisters and stop-loss bags from cash guards, following laid-down instructions regarding receipt and handling of canisters as well as acceptance of deposits (these functions are performed under CCTV surveillance
- Controls ATM keys according to laid-down procedures.
- Adheres to laid-down procedures regarding the control, movement and take-over of cash.
- Undertakes ATM / ANA contingency procedures.
- Replenishes ATM / ANA cash according to laid-down procedures.
- Ensures that the canisters hold sufficient cash for weekends and public holidays.
- Monitors cash levels and clears / orders cash to ensure holdings are sufficient to meet business needs and fall within prescribed limits at all times.
- Balances the cash in ATM / ANA on a bi-weekly basis.
- Completes and balances ATM / ANA cash specification.
- Releases cash paid out figures.
- Loads good quality notes in the ATM machines in accordance with the South African Reserve Bank [SARB ] minimum requirement.
- Clears retained cards from ATMs and follows laid-down instructions accordingly (e.g., ascertains the reasons for cards being retained and takes corrective action; destroys cards).
- Ensures that the print on transaction records is legible for all ATM terminals.
- Files ATM computer reports.
Education
National Certificate - Banking
Cornerstone Institution
Gauteng South Africa01-2026
National Certificate - Generic Managament
Bank Seta
Gauteng01-2024
National Senior Certicate - Matric
Tokelo Secondary School
Gauteng01-1997
Skills
- Cash management
- Risk assessment
- Risk assessment knowledge
- Performance management
- Performance monitoring
- Problem resolution
- Solutions for financial needs
- Customer engagement
- Customer relationship management
- Outstanding customer service
- Communication excellence
- Decisive decision making
- Team leadership
- Leadership skills
Timeline
Team Leader Cash
Standard Bank
01.2023 - Current
Teller & ATM Custodian
Standard Bank
09.2015 - Current
National Certificate - Banking
Cornerstone Institution
National Certificate - Generic Managament
Bank Seta
National Senior Certicate - Matric
Tokelo Secondary School