Paballo Mofokeng
Colleague Support Team Manager
Lenasia South,GP
Summary
Dynamic Human Capital Team Manager (Assistant Vice President level) with a proven track record in the complete Human Capital value chain, including policy interpretation, risk management, workforce planning, and business transformation. Expertise in leading high-performing teams to drive results and implement people-centric solutions that align with organizational objectives. Proficient in stakeholder engagement and process optimization, using data-driven insights to enhance strategic decision-making. Committed to cultivating inclusive cultures and improving service delivery through innovative practices and collaborative efforts.
Overview
15
15
years of professional experience
Work History
Human Capital – Colleague Support Team Lead (Human Capital)
Absa Bank Group Ltd
10.2022 - Current
- Primarily Supervises and manages Colleague Support operational activities, ensuring that SLA on all channels is adhered to on a real time basis. Drives continuous improvement agenda. Ensures Training, upskilling, multiskilling, succession planning and Development plans are in place for direct reports. Coaches and Disciplines Team, Manages and Maintains governance and quality measures while all payroll queries are attended for a remarkable colleague experience.
- Part of the Absa benefits (pension fund) Committee which requires me to sit as an Absa representative with our pensions supplier to ensure fairness across allocation of funds etc. (Santam)
- System used Workday, SAP, Coupa and Service Now.
- Key responsibilities:
- Designed and implemented end-to-end HR processes aligned with the customer journey, improving operational efficiency
- Ensure a seamless payroll process month-on-month by accurately managing employee data, timely processing of salary payments and adhering to organizational policies and regulatory requirements, such as ensuring compliance with labour laws and regulations.
- Reviewed and streamlined existing HR processes to improve efficiency and reduce redundancy.
- Led the integration of the full Human Capital (HC) value chain, fostering collaboration across departments to ensure seamless delivery and stakeholder engagement.
- Provided strategic interpretation and guidance on HC policies, enabling informed decision-making across all business units.
- Embedded risk management into HR initiatives, promoting a proactive and solutions-driven approach to people’s practices.
- Directed team performance to align with business goals, driving measurable improvements in service delivery and employee engagement.
- Championed the implementation of business transformation initiatives, cultivating an inclusive and high-performing team culture.
- Built and maintained strong cross-functional relationships, offering thought leadership and expert advice in HC strategy.
- Monitored customer feedback and aligned HR processes to enhance service delivery and operational effectiveness.
- Developed and executed strategic workforce plans to support the organization’s mission, vision, and long-term objectives.
- Delivered actionable business intelligence through data analysis and trend reporting to support strategic workforce decisions.
- Stayed abreast of local and global HR trends, integrating best practices into organizational processes.
- Monitored and reported on service delivery against SLAs, ensuring alignment with customer satisfaction targets.
- Managed key HC projects and contributed to cross-functional initiatives, supporting strategic planning and execution.
- Produced strategic reports tracking HC goal achievement and budget alignment, supporting executive decision-making.
- Coached and supported Business HC Business Partners (BHCBPs) to ensure consistent policy application and mitigate organizational risk.
- Developed and implemented continuous benefits enhancements, training programs, and workshops for business units
- Maintained and updated knowledge articles to reflect current HR processes
- Served as Absa employee representative on the Pension Fund Committee, overseeing specific approvals and ensuring effective pension and benefits governance with external stakeholders.
E-channels Team Leader (Stand in Contact Centre Manager 7 months until I got promoted)
Absa Bank Limited
09.2019 - 09.2022
- To plan, manage and monitor the operational activities and processes in order to deliver on approved operational plans in an effective and efficient manner.
- Working with salesforce to manage all email communication received from clients. Take ownership of customer queries and complaints by ensuring that the staff resolve them timeously and within set deadlines giving attention to quality resolutions.
- Act as the escalation point of entry for all the unresolved queries and complaints
- Develop a high-performance team by collaborating with other Managers and working across the service center with staff to achieve excellent service by providing regular feedback on their performance and conduct meaningful performance development discussions and both formal and informal coaching sessions.
- Responsibilities
National Team Leader Cash Operations RBB
Absa Bank Group Ltd
05.2018 - 08.2019
- Managing a national team of 17 Client Liaison Officers.
- Building a strong performing agile team is challenging, however by working closely together as a team, building a strategy together, having a clear goal of what we as a team want to achieve, empowering them & holding each individual accountable to deliver we have succeeded. To work closely with the team, provide continuous feedback and review performance. The main focus should be towards increasing and improving the team’s collaborative performance, rather than that of individual team members.
- Key responsibilities for both Customer Service Support:
- Bringing new innovative ways of improving client experience & exceeding customer expectations. The purpose of the role is to promote and manage a culture of collaboration, performance development methodology and the overall service delivery and Service Level Agreements (SLA) rendered by Cash Operations to the Corporate and Business Banking customers.
- Strategic planning, developing and implementing strategic goals for the business. Stakeholder and Vendor management and Leading Client Liaison Officers based Nationally
- Taking accountability for all Corporate & Business Banking customers’ cash banking needs.
- Being Responsible for the alignment and achievement of Cash Operations strategic after sales service objectives by being accountable for day to day delivery of exceptional customer service to internal and external customers.
- Manage Cash Management's internal and external customer’s escalations.
- Being an active support function towards Coverage & Premium Bankers with the on boarding of new customers & products as client suctioning, servicing, training and by analyzing monthly trends bringing innovative ideas to improve and enhance customer experience.
- Continuously deliver solutions to customers that will result in an increase of customer satisfaction.
- Leading Customer care team to achieve operational excellence.
- Ensure that best practice is shared across the business; enable all members of your Team to drive best in class across cash operations.
- Instill a high-performance culture where top performance and behavior is rewarded and poor performance and behavior is not tolerated
- To manage and execute on projects and initiatives delegated within scope of CLO functionality and principles. These are directed and determined by business needs.
Digital Banking Team Leader
Absa Bank Ltd
06.2015 - 04.2018
- Was moved in to the Digital banking space shortly after my appointment as a team leader I was seconded in my previous role as a Team Leader in Telephone Banking for 16 months and was successfully placed after continuously achieving my tasks. I led a team of 26 contact centre agents ensuring that SLA’s are met and providing continues feedback on performance so to ensure targets are met. Would regularly stand in for AVAF/Home loans team leaders on weekends to be multi skilled and gain more experience.
- Key Role Responsibilities:
- Compiling and preparing reports, presentations and correspondence.
- Planning and organising meetings with the team and/or stakeholders, also taking action points and writing minutes Involvement in all projects that assist with implementing efficient processes to streamline workflow in Customer service Centres
- Monitor the effectiveness of the day to day operations within team by monitoring daily workflow.
- Keep records and performance statistics in accordance with business requirements.
- Monitor service levels as per service agreements.
- Engage with CCMs within BSSA to address service requirements, issues and resolutions.
- Monitor teams output and ensure that processes, procedures and control requirements are strictly adhered to by checking a sample of work done, if required then coaching and training is provided or suitable disciplinary action is taken for serious or constant breaches.
- Coach team members on all processes and controls that they have to execute in their daily work and ensure that they understand the reasons for the controls and consequences for failing to adhere to the prescribed processes.
- Provide evidence/supporting documents to auditors or management assurance consultant during formal reviews.
- Act as point of escalation for complaints and or other escalation calls.
- Act as point of escalation for staff operational issues
Telephone Banking and General Enquires agent
Absa Bank Ltd
07.2011 - 01.2014
- Starting my career in banking as a call centre agent. Was dealing as the first point entry of the bank assisting all clients that would transact telephonically and requesting for general information. Through my hard work and dedication I was put as second in charge for my team leader and 2014 was then seconded in the team leader role.
- Key Responsibilities:
- Assist clients with banking telephonically.
- Sending of statements and proof of payments after transactions.
- Assist with prices and do breakdowns of account charges.
- Stop lost/stolen cheque books for clients.
- Verify e-statement to external companies.
Education
Matric Exemption -
Allen Glen High School
Bachelor of Business Administration - NQF7
Mancosa
Postgraduate Business Management - NQF8
Mancosa
Skills
Workforce management
Solution Driven
Data analysis expertise
Foster collaboration among team members
Operational streamlining
Stakeholder engagement
Leadership skills
Customer service
Timeline
Human Capital – Colleague Support Team Lead (Human Capital)
Absa Bank Group Ltd
10.2022 - Current
E-channels Team Leader (Stand in Contact Centre Manager 7 months until I got promoted)
Absa Bank Limited
09.2019 - 09.2022
National Team Leader Cash Operations RBB
Absa Bank Group Ltd
05.2018 - 08.2019
Digital Banking Team Leader
Absa Bank Ltd
06.2015 - 04.2018
Telephone Banking and General Enquires agent
Absa Bank Ltd
07.2011 - 01.2014
Bachelor of Business Administration - NQF7
Mancosa
Postgraduate Business Management - NQF8
Mancosa
Matric Exemption -
Allen Glen High School