Nonkululeko Kaleni

Team Leader (Debt Review)from 2020 to date

Leadership & Operational Management

• Supported the Manager, Debt Review in achieving execution excellence by managing end‑to‑end operational processes in line with organisational and industry regulations.
• Assumed full responsibility for people management and functional area activities, ensuring compliance and efficiency.
• Led, coached, and upskilled team members to achieve departmental goals and deliver superior customer service (internal and external).

Key Responsibilities & Achievements

• Strategic Alignment & Communication
• Translated business unit strategy and annual operating plans into clear team objectives.
• Consistently communicated business requirements, ensuring alignment with CRR vision and Standard Bank brand.
• Team Leadership & Performance Management
• Led and coached Debt Review consultants, monitoring quality, compliance, and customer-first service delivery.
• Managed team performance across leads, queries, and complaints, ensuring turnaround times (TAT) were met.
• Provided coaching, mentoring, and performance feedback to build a high-performing, engaged team.
• Operational Excellence
• versaw attendance, payroll, and reporting administration.Maintained MIS dashboards/scorecards to track and improve team performance.
  Implemented process improvements and ensured accurate customer information management.
  Managed work queues and resource allocation to meet deadlines efficiently.
  Risk & Compliance Management
  Applied risk management systems and proactively identified operational deficiencies.
  Reported operational risks (fraud, boundary events) to senior stakeholders.
  Ensured compliance with HR, IR, and mandatory training requirements.
  Coaching & Talent DevelopmentRecognised achievements and addressed misconduct or underperformance through HR guidelines.
  Facilitated recruitment, onboarding, upskilling, and retention of staff.
  Delivered “in-the-moment” and formal coaching sessions, tracking progress via GOC system.
  Empowered teams to analyse data, self-correct, and continuously improve customer experience.
  Promoted collective learning through group meetings, calibrations, and capability boards.
  System Access Administration
  Managed user access rights, password resets, and organisational structure updates.
  Logged and resolved hardware and telephony issues via Team Track.
  

Officer Debt Review from 2008 - 2020

Debt Review Operations

• Proposal Evaluation
• Assessed repayment proposals across DCRS and Non-DCRS products, balancing client affordability with the bank’s risk appetite.
• Negotiated proposals to align client needs with business objectives.
• Ensured debt counsellors were promptly informed of proposal outcomes within agreed turnaround times.
• Restructuring Execution
• Implemented restructuring processes for SBSA products under Debt Review, in line with accepted proposals or court orders.
• Delivered accurate and timely execution of restructuring functions, including
• inclusions, exclusions, terminations, and reconciliation calculations. Ensured compliance with SBSA product-specific work instructions and operational standards.
  

Para legal

• We need schedule assistance, to accurately execute our plan
• Also, we need to do a capacity model, to make actual decisions and implement changes.
• We need to consider planned and unplanned leave.
• We need to consider planned and Unplanned leave with Target of 8%
• 2 weeks notification to the officers.

I am a dynamic and results‑driven Team Leader with a proven track record of driving operational excellence, motivating teams, and delivering superior customer experiences. Skilled in coaching, compliance, and performance management, I inspire high‑performing teams that consistently meet business goals while fostering growth and engagement. My strength lies in balancing strategic objectives with people development — ensuring both organisational success and empowered employees.

• Supervised team of 10 staff members.

• N/A