Matlhodi Dorothy Nek
Financial Sector
Pretoria
Summary
A seasoned Branch Manager at FNB, I excel in elevating customer satisfaction and branch profitability through strategic leadership and operational efficiency. My expertise in branch operations management and relationship building has consistently exceeded performance targets. Skilled in coaching and sales development, I've fostered team growth and forged key partnerships, driving revenue and enhancing service quality.
Overview
17
17
years of professional experience
Work History
Branch Manager
FNB
Pretoria
10.2022 - Current
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Maintained friendly and professional customer interactions.
- 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.
- Continuously monitor branch operations and process followed.
- Monitoring branch process, security and risk management.
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
- Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Consulted customers to boost product sales and services.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Complied with regulatory guidelines and requirements.
- Implemented risk management strategies to minimize potential losses while maintaining a healthy balance between risk and return on investments.
- Drove cross-selling efforts by collaborating with various departments within the organization to maximize revenues from existing clients.
- Increased customer satisfaction with personalized banking solutions, tailoring services to meet individual financial goals.
Sales and Service Team Leader
FNB
09.2014 - 09.2022
- Drove team revenue totals by bringing in top sales numbers.
- Reduced employee turnover rate by fostering a positive work environment through effective leadership and open communication.
- Optimized daily workflows to drive increased productivity among team members.
- Nurtured a customer-centric mindset within the team, prioritizing exceptional service delivery and cultivating long-term relationships that drove sustained business success.
- Enhanced customer retention by consistently delivering exceptional service experiences for clients.
- Cross-sold and upsold products to customers based on solid understanding of current and forecasted needs.
Team Leader
FNB
Pretoria
07.2008 - 08.2014
- 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.
- Cash management and regularly monitor processes are followed and customer experience is excellent.
- Monitor treasury and foreign transactions.
Education
Senior Diploma in Education - Education
Modjadji College Education
Polokwane 04.2001 -
Skills
Customer service
Branch operations management
Relationship building
Coaching and mentoring
Sales development
Employee development
Performance reviews
Timeline
Branch Manager
FNB
10.2022 - Current
Sales and Service Team Leader
FNB
09.2014 - 09.2022
Team Leader
FNB
07.2008 - 08.2014
Senior Diploma in Education - Education
Modjadji College Education
04.2001 -
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