Rendani Badane

• Promoted a culture of safety within the unit by enforcing strict adherence to protocols, guidelines, and infection control measures.
• Led unit to exceed performance goals through strategic planning and effective resource allocation.
• Spearheaded initiatives to enhance product quality, collaborating closely with quality assurance team.
• Boosted customer satisfaction by ensuring high-quality service standards were consistently met.
• Optimized staffing levels by monitoring unit needs and making data-driven adjustments to scheduling as necessary.
• Assisted in development and implementation of policies, procedures, and regulations for unit operations.
• Implemented innovative marketing initiatives for increased brand visibility and customer engagement.
• Mentored junior staff members, supporting their professional growth within the organization.
• Monitored performance metrics regularly to identify areas for improvement and drive continuous progress.
• Balanced risk management with strategic objectives to optimize overall business performance outcomes.
• Managed complex projects from inception to completion, ensuring timely delivery within budget constraints.

• Supervise daily operations of the VAPS claims processing team to ensure timely and accurate service delivery.
• Monitor workloads and adjust team schedules or processes to maintain performance during peak periods.
• Support staff in resolving complex claims and customer escalations, ensuring quick and effective outcomes.
• Train, coach, and mentor new and existing team members to build capability and consistency across the team.
• Track individual and team performance metrics, providing regular feedback and implementing performance improvement plans where needed.
• Maintain detailed records of completed claims, projects, and departmental reports for management review.
• Coordinate with other departments to streamline claims handling and improve workflow efficiency.
• Ensure all team activities comply with company policies, quality standards, and service level agreements (SLAs).
• Conduct performance appraisals and maintain up-to-date documentation for audits and compliance checks.
• Lead regular team meetings to communicate updates, discuss challenges, and reinforce operational goals.
• Identify recurring issues or process bottlenecks and propose practical solutions to improve productivity.
• Support continuous improvement initiatives by analyzing operational data and recommending process enhancements.
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
• Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.

• Manage and report on my advisor's practice performance. Hold them countable for achievement of business plans and take corrective actions where necessary to ensure the achievement of business objectives
• Contribute to setting and managing certain components of departmental budgets so they align with organizational strategy
• Lead the review of advisor's operations and the implementation of processes across the sales and service circle to ensure required continuous improvement outcomes are delivered
• Evaluate current capabilities, identify gaps and prioritise development activities
• Set and communicate the strategy for achieving the organisation's mission, vision and values within the sales and service vision
• Develop internal customer experience plans and work collaboratively with everyone involved to improve customer experience
• Ensure that business activities with a significant area of responsibility comply with relevant regulatory codes, legislation and with internal policies to minimise business risk and protect the reputation of the organisation
• Develop and monitor controls and monitor Key Risk indicators
• Identify key market segments, finding out their needs/issues/ and reaction to these by leading and coordinating the developments product suitability
• Create strategic sales plans, designed to increase sales, customer loyalty and market awareness.
• Increased sales revenue by developing and implementing effective sales strategies.
• Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
• Built long-lasting client relationships through excellent customer service and consistent follow-ups.

• Provide authoritative, expertise and advice to clients and stakeholders
• Build and maintain relationships with clients and internal and external stakeholders
• Contribute to the process of developing client service standards in order to ensure clients receive clear and accurate information and are kept always informed
• Manage the delivery on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed
• Make recommendations to improve client service and fair treatment of clients within area of responsibility
• Create a positive work climate and culture to energize employees, give meaning to work, minimize work disruption and maximize employee productivity
• Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organizational values
• Select and recruit suitably qualified talent in line with Employment Equity principles and MMI values
• Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness
• Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members
• Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted
• Identify employee growth and development needs and schedule interventions to enable ongoing development, training and personal growth
• Effectively manage performance within the team in order to ensure business objectives are achieved
• Encourage innovation, change agility and collaboration within the team
• Identify solutions to enhance cost effectiveness and increase operational efficiency
• Implement and provide input into governance processes, systems and legislation within area of specialization
• Escalate unresolved policy and governance compliance issues via appropriate channels for investigation and resolution purposes
• Provide input into the risk identification processes development and communicate recommendations in the appropriate forum
• Teach, coach, mentor, and supervise financial advisers to meet and exceed performance standards and enable progression in their career path
• Recruit, select and retain high quality financial advisors by ensuring an optimum mix of talent in each adviso category in order to build capability to meet current and future staffing needs in accordance with the manpower plan
• Ensure that sales support zones are optimized to appropriately manage poor performance and minimize staff turnover
• Support and guide Financial Advisors through the decision-making process by displaying exceptional product knowledge and customer centricity
• Induct, develop and support financial advisers to meet and exceed performance and productivity standards in order to enable passionate and confident sales entrepreneurs
• Manage and monitor activities of Financial Advisers through market allocation to ensure that each financial adviser has adequate and appropriate market access opportunities
• Ensure that segmentation insights, information and toolkits are used to enable Financial Advisers to identify and reach target segment customers
• Ensure the applicable Branch meets and exceeds productivity, production and quality targets as determined Provide competitor product and activity feedback to segment and product development teams in order to identify current and prospective sales opportunities
• Adhere to high ethical standards and ensure Financial Advisors comply with all regulations/applicable laws as it applies to the entire branch

• Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery
• Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service
• Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes
• Provide regular reports on delivery of services against agreed service standards and in terms of overall client targets
• Relationship building - Project managing the redevelopment of the retail sales strategy across the market with the aim of facilitating business performance improvements
• Successfully developing multi-channel solutions
• Drive and management of new business - Working in close conjunction with external professionals to create and implement a retail network representation plan while developing new deposit and loan business; provides a superior level of customer relations
• Training and development - Coordinating the pitch and scoping process for the selection of a staff training and development academy administration and efficient daily operation of a full-service branch office, including operations, lending, product sales, customer service, and security and safety in accordance with the Bank's objectives as well as staff and client retention management
• Management of the branch objectives through people - Performance Management, Handling IR issues and Client Service management
• Implementation of proper succession development - Proper delegation of tasks while coaching, guiding, giving proper coaching while understanding the ultimate responsibility for performance lies within my accountability
• Drive performance and service culture in the branch - Providing management and support to up to 6 members of staff and motivating them towards the achievement of optimum service delivery standards to facilitate customer satisfaction and maximum revenue generation
• Risk management AND Sales Management at branch level - Maintaining full profit and loss accountability up to R24 million while achieving a year-on-year growth in revenue
• Developing and implementing sales and collections forecasting systems which significantly improved overall efficiency.

• Fully accountable for the establishment and management of a new business arm specializing in the provision of telemarketing services requiring the development of an independent customer base
• Drive branch operational and growth objectives in order to maximize profitability
• Drive unique Capitec bank client service experience
• Drive performance and service culture in the branch - Providing management and support to up to 6 members of staff and motivating them towards the achievement of optimum service delivery standards to facilitate customer satisfaction and maximum revenue generation
• Plan and implement marketing plans
• Coordinate arrears and sales process
• Trained and developed new team members in alignment with branch service standards and objectives.
• Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.

• Maintained client service database to ensure accurate and up-to-date information.
• Marketed financial products to enhance client engagement and drive sales opportunities
• Credit evaluation and granting
• Debt collection (Naedo system)
• Coordinated filing system for efficient document management and retrieval
• Planning for pay dates and report handling
• Cash handling (taking deposit).
• Stepping in as branch manager in the absence of the branch manager

Major Subjects: Strategic Management, People Management, Marketing, Financial Management

Major Subjects: Diploma in Computer Studies, SABF (A+, N+, HTML), FrontPage, Intro to Flash, Access, Programming, Microsoft 2000 Professional Server 2003, Designing migration strategy 2010, Advanced Server and infrastructure, Designing Directory Services infrastructure 1516, SQL Server 2000 with Transact SQL 2071, Administering SQL Server 2000 Database 2073