Nonhlanhla Ntseoane
Head Unit Trust Investments/Customer Experience Leader
Johannesburg
Summary
Results-driven professional with expertise in the financial industry, specifically investments. Strong focus on leadership and achieving organizational goals. Enhances team collaboration and consistently delivers high-quality service outcomes. Adaptable to evolving demands in technical solutions, communications, and decision-making to drive company success. Possesses a diverse skill set including client experience (CX), operational excellence, and industry regulatory knowledge. Natural leader with qualities of a people manager, optimizes transferable skills for meaningful contributions to employee experience strategies and talent management.
Overview
32
32
years of professional experience
Work History
Human Capital Leader -Role Secondment
Sanlam Collective Investments
04.2024 - 09.2024
- Drove the Exco talent review collaborated HCBP’s on Talent management - critical role, young talent and succession planning
- Drove the employee experience life cycle including new employee onboarding aligned to the organizational strategic intent
- Mentored junior & middle staff members, helping them develop leadership skills and advance their careers within the organization.
- Led cross-functional teams to achieve company-wide goals, fostering a culture of collaboration and innovation.
Head Institutional Investments Services
Sanlam Investments
12.2022 - 12.2024
- Oversight in managing high net worth institutional clients on unit trust investment products
- Manage relationships with Institutional investors and stakeholders, tailored investment solutions/offering
- Developed a superior service model that aligns investors needs with the company’s strategic intent of growing assets
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Head Client Engagement & Support
Absa Fund Managers
09.2021 - 12.2022
- Exco role: Reporting to business CEO. Overseeing a three-tiered team of Managers, Team Leaders, and Consultants servicing Retail and Institutional business on Unit trust investment products overseeing the daily operational execution of new business onboarding/repurchases/switches aligned to AML/EDD/CDD and KYC methodology
- Operational effectiveness in maintaining Group standards on Risk and Compliance measures
- Created a high-performing team that is aligned to the company's strategic goals and working within tight deadlines in a fast-paced environment.
- Excellent communication skills, both verbal and written.
Manager Client Engagement
Absa Fund Managers
04.2015 - 09.2021
- Managing the execution of business operations daily deliverables on unit trusts, strategic solutioning retail and institutional clients on investment products, CX including retention strategies
- Key responsibilities: People Management –SME on recruitment process, collaboration with Group Resourcing on end-to-end recruitment process, talent sourcing, on-boarding of new employees, appropriate compensation levels with focus on employee experience, & capacity development
- Drove the ASISA learner graduate program end to end process
- Operations, Risk, Governance and Control - Review /update business process changes, align with set standards
- Project managing/ Vendor Management/ systems/ change management, Reporting, new onboarding process aligned with AML governance & control, on FIC KYC methodology etc
- Stakeholder and Client Relationship Management – Strategic alignment of stakeholder relationships i.e., RBB Physical Channels, Learning & Development, Communications SME on business operational changes, Risk and Compliance, Digital channels, Technology, Vendor Management, Distribution channel, Product
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Cross-trained existing employees to maximize team agility and performance.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Controlled costs to keep business operating within budget and increase profits.
- Conducted market research to identify customer needs and adjusted product offerings accordingly, increasing customer satisfaction.
- Achieved significant cost savings by renegotiating contracts with key vendors, without compromising service quality.
Teamleader Client Engagement
Absa Fund Managers
01.2011 - 04.2015
- Effective day to day running of the Customer Engagement team
- Ensure Industry Call Quality standards are met
- Handle high level query complaints escalations
- Identify capacity gaps assist with talent sourcing
- Collaborate with Retail Business Banking, Operations, Compliance and Product team
- Drive digital projects system enhancements, customer experience projects: TCF, manage business continuity on disaster management, manage vendor services, facilitating system access
- Drive business processes update, document & distribute internal and external communiqué on product, and regulatory changes
- Complaints Management Process
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Conducted thorough market research to guide strategic decisions and maintain competitive advantage.
Unit Trust Investment Consultant
Absa Fund Managers
04.2008 - 01.2011
- Front Office Unit trust product information, telephonic enquires, process e-mail instructions, Fic methodology due diligence on New Business
- Resolve client queries, complaints, and broker commission
- Service stakeholders i.e., Intermediaries and branch retail network
- Digital Online support
- Developed strong relationships with clients, ensuring trust and confidence in their investment decisions.
- Maintained up-to-date knowledge of industry trends and regulations, ensuring compliance in all aspects of the role.
- Educated clients on various asset classes, tax implications, and risk factors associated with different investment products.
Broker Support Consultant
Stanlib
05.2006 - 01.2008
- Servicing Financial Advisers /Intermediaries on new client onboarding including Repurchases, Switches, Debit Orders LISP, Section 14 & 37 Transfers, Regulation 28, Preservation Pension funds, Retirement Linked Life Annuities, Offshore, FICA and Fais
- Product information, capture new applications and update static data, query resolution, tax certificates
- Developed a reputation for integrity and ethical conduct within the brokerage community, leading to increased trust from clients and colleagues alike.
Unit Trust Service Consultant
Stanlib
08.2004 - 01.2006
- Consistently met or exceeded monthly sales goals by identifying upselling opportunities during client interactions.
- Developed strong relationships with clients, leading to increased loyalty and repeat business.
- Served as a key point of contact for clients, providing expert guidance on products and services while maintaining excellent communication throughout all stages of the process.
Homeloans Tele Consultant
Standard Bank
01.2000 - 01.2004
- Service existing clients on telephonic e-mail queries, cross sell and meet sales targets
- 2ic Team leader - coach, develop consultants, capture KRA's, meet agreed SLA's
Customer Service Agent
Computicket
01.1998 - 01.2000
- Front line sales and events booking
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
Various Temp Jobs
Ratail
01.1995 - 01.1998
- Served as a reliable team player who consistently met or exceeded expectations in all tasks assigned throughout numerous temp jobs.
Consultant/Make-up Artist
Justine Cosmetics
01.1993 - 01.1995
Education
Bachelor of Commerce Honors NQF 8 - Industrial & Org Psych
UNISA
South Africa 04.2001 -
Bachelor of Commerce NQF 7 - Industrial & Org Psychology
UNISA
South AfricaCertificate NQF 5 - Introduction To Economic & Management Environment
UNISA
South AfricaMatric NQF 4 -
Mokgome Senior Secondary School
South Africa 04.2001 -
Skills
Leadership
CX & Complaints Management
Talent Management
Conflict Management
Change Management
Relationship building
Strategic planning
Performance management
Stakeholder engagement
Decision-making and Analytical thinking
Complex Problem-solving
Externalmentor
Thuthukile Mbekeni, 0836943298
Reasonforleaving
Personal /organisation structural changes
Timeline
Human Capital Leader -Role Secondment
Sanlam Collective Investments
04.2024 - 09.2024
Head Institutional Investments Services
Sanlam Investments
12.2022 - 12.2024
Head Client Engagement & Support
Absa Fund Managers
09.2021 - 12.2022
Manager Client Engagement
Absa Fund Managers
04.2015 - 09.2021
Teamleader Client Engagement
Absa Fund Managers
01.2011 - 04.2015
Unit Trust Investment Consultant
Absa Fund Managers
04.2008 - 01.2011
Broker Support Consultant
Stanlib
05.2006 - 01.2008
Unit Trust Service Consultant
Stanlib
08.2004 - 01.2006
Bachelor of Commerce Honors NQF 8 - Industrial & Org Psych
UNISA
04.2001 -
Matric NQF 4 -
Mokgome Senior Secondary School
04.2001 -
Homeloans Tele Consultant
Standard Bank
01.2000 - 01.2004
Customer Service Agent
Computicket
01.1998 - 01.2000
Various Temp Jobs
Ratail
01.1995 - 01.1998
Consultant/Make-up Artist
Justine Cosmetics
01.1993 - 01.1995
Bachelor of Commerce NQF 7 - Industrial & Org Psychology
UNISA
Certificate NQF 5 - Introduction To Economic & Management Environment
UNISA
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