Nkululeko Khanyile
Service And Quality Manager
Boksburg,GP
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
7
7
years of post-secondary education
4
4
Languages
Work History
Regional Service and Quality Manager
First National Bank
09.2019 - Current
- Managing and overseeing regional operations by communicating activities needed to implement functional strategies and daily business plans
- Communicating actions needed to successfully implement the strategy and business plan in line with the broader organization's mission, vision, and culture
- Use performance management systems to ensure the achievement of objectives and set targets timeously and within budget
- Managing consultants and administrators in the region
- Establishing and maintaining relationships with internal and external clients
- Liaising with internal stakeholders on new and existing projects
- Managing completion of projects within timeframes and as per agreed quality standards
- Planning and execution of projects
- Analysis of costs and revenue to ensure that all off-site devices are profitable
- Monitoring of availability and volumes of devices on daily basis and compiling monthly reports to this effect
- Drafting of business cases in line with business standards, requirements, and strategy
- Ensuring that leases and contracts are of quality standard and compliant
- Ensuring that billing information is correctly loaded, accurate and up to date
- Approval of invoices and inspection of ad hoc work conducted by vendors
- Implementation of cost containment strategies in the region
- Monthly and quarterly reporting of the regions' overall performance to MANCO.
Branch Manager
First National Bank
01.2016 - 08.2019
- Ensure overall operability of the branch
- Management of capacity
- Driving sales and ensuring targets are met
- Ensuring exceptional service is provided to clients
- Analysis of financial statements (Balance sheet and Income Statement)
- Maintaining branch costs
- Continuously improve profits
- Providing leadership and management
- Decision making
- Recruitments
- Handling disciplinary hearings as a representative.
Sales and Service Manager
First National Bank
10.2013 - 12.2015
- Leading the sales and service team
- Handling of complaints, queries and compliments
- Market and trends analyses
- Allocation of sales targets and ensuring that these targets are met and exceeded
- Ensuring that exceptional service is provided to clients
- Establishing and maintaining relationships
- Performance management.
Sales Coordinator/ Team Leader
First National Bank
04.2011 - 09.2013
- Ensuring smooth running of the sales department
- Ensuring smooth running of the service department
- Scrutinizing documents and authorizing opening of accounts
- Coaching of the sales team
- Ensuring sales targets are met
- Educating the sales team on product knowledge
- Running of the product campaigns
- Performance management
- Contracting staff and assigning roles.
Internal Sales Consultant
First National Bank
12.2010 - 03.2011
- Opening of Business, Personal, Clubs and Investment accounts
- Applications of Business and Personal credit card & Personal loans
- Give advice to customers to choose the suitable products
- Assessing customer needs and facilitate the resolution thereof
- Implementation and maintenance of Branch Service.
Relationship Analyst
First National Bank
02.2010 - 11.2010
- Credit risk and relationship management
- Overdraft Applications
- Develop, maintain and grow relationships
- Deal with customer complaints and ensure that it is resolved to the satisfaction of the customer
- Engaging with the customers in a professional way as specified in the service standards.
Investment Consultant/ Multiskilled Consultant
First National Bank
09.2009 - 01.2010
- Administering service meeting
- Report relevant information to manager
- Advising consultants
- Ensuring exceptional customer service (service that shines)
- Handling of customer queries
- Problem Solving
- Advising and consulting on product suitability for customers
- Answer relevant questions asked by colleagues/ providing support
- Ensure smooth running of bank as Service
- Attending service meeting
- Providing training and support for staff
- Transferring of funds
- Re-investing upon maturity of an investment
- Liaising with investment house to get better interest rates for customers.
Service Consultant
First National Bank
01.2009 - 08.2009
- Customer Service (customer queries & complaints)
- Opening of Business, Personal, Clubs and Investment accounts
- Applications of Business and Personal credit card & Personal loans
- Replacement of cards and pins
- Collections of cheque books, credit and debit cards
- Give advice to customers to choose the suitable products
- Assessing customer needs and facilitate the resolution thereof
- Implementation and maintenance of Branch Service
- Adherence to Branch Banking Values
- Ensuring that Bank Brand Values are practiced.
Bulk Teller
First National Bank
05.2007 - 12.2008
- Customer Service, Large withdrawals and deposits, Statement Printouts, Foreign Exchange and Money Transfers
- Cashing & selling of foreign currency
- Balancing tills.
Education
Matric -
Etwatwa High School
01.2000 - 05.2000
BBA Degree - Finance and Investments
CIDA City Campus
01.2003 - 05.2006
International Computer Drivers License (ICDL) - undefined
CIDA ICT Academy
02.2004 - 05.2004
A+ -
CIDA ICT Academy
07.2004 - 05.2004
N+ -
CIDA ICT Academy
03.2005 - 05.2005
Sun Solaris System Administration - undefined
CIDA ICT
02.2006 - 05.2006
Bcom Honours - Finance and Operational Risk Management
University of South Africa
01.2018 - 04.2020
Skills
Computer: Ms Office, A and N
Leadership: Conflict Management, Team Building, People Skills, Mentoring, Problem Solving, Decision Making, MotivationInterpersonal: Communication, ProfessionalismTechnical: Project Management, FAIS Act, FICA, POPIA, Banking Act, Code of Banking Practice, Business Cases, Analytical ThinkingMarket research experience
Cost Control
Relationship Building
Team Leadership
Projects
Sanitizer Installations, 06/2021, 07/2021, Successful installation of sanitizer dispensers in all ATMs in Freestate, Northwest and Northern Cape in line with COVID-19 regulations. Site Audits, 01/2021, 05/2021, Asset count of all ATMs in Freestate, Northwest and Northern Cape provinces. Signage Installation, 03/2021, 08/2021, Installation of signages on an ad hoc basis. Slimline Removal Project, 09/2020, 06/2021, Removal of all slimline devices in Freestate, Northwest and Northern Cape as per licensing requirements.
Timeline
Regional Service and Quality Manager
First National Bank
09.2019 - Current
Bcom Honours - Finance and Operational Risk Management
University of South Africa
01.2018 - 04.2020
Branch Manager
First National Bank
01.2016 - 08.2019
Sales and Service Manager
First National Bank
10.2013 - 12.2015
Sales Coordinator/ Team Leader
First National Bank
04.2011 - 09.2013
Internal Sales Consultant
First National Bank
12.2010 - 03.2011
Relationship Analyst
First National Bank
02.2010 - 11.2010
Investment Consultant/ Multiskilled Consultant
First National Bank
09.2009 - 01.2010
Service Consultant
First National Bank
01.2009 - 08.2009
Bulk Teller
First National Bank
05.2007 - 12.2008
Sun Solaris System Administration - undefined
CIDA ICT
02.2006 - 05.2006
N+ -
CIDA ICT Academy
03.2005 - 05.2005
A+ -
CIDA ICT Academy
07.2004 - 05.2004
International Computer Drivers License (ICDL) - undefined
CIDA ICT Academy
02.2004 - 05.2004
BBA Degree - Finance and Investments
CIDA City Campus
01.2003 - 05.2006
Matric -
Etwatwa High School
01.2000 - 05.2000