Summary
Overview
Work History
Education
Skills
Employmentreferences
Contactnumbers
Personal Information
Languages
Work Availability
Timeline
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Samkelisiwe Ndlovu

Samkelisiwe Ndlovu

Outsourced Management Consultant
Johannesburg,Gauteng

Summary

Experienced and enthusiastic Consultant with track record of success across wide range of industries. Possesses exceptional interpersonal, problem-solving and analytical skills to provide advice and expertise to client organizations improving business performance. Experienced in all aspects of operations, strategy and finance. Effective advisor communicates well with people of all ages and backgrounds. Excellent eye for detail enabling quick identification of areas for improvement and suggesting strategies to help businesses reach goals. Focused on introducing efficient systems and processes. Consultant utilizing quantitative analysis tools to investigate problems thoroughly before developing comprehensive solutions, tailored specifically to each individual business need. Excels at presenting complex information in easy-to-digest format, allowing clients to make informed decisions quickly. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

17
17
years of professional experience
8
8
years of post-secondary education

Work History

Complaints Officer

Standard Bank Group
Johannesburg
06.2024 - Current
  • Analyze complaint data to identify root causes, trends, issues and regulatory concerns.
  • Assisted with complaint gap analyses and risk assessments.
  • Worked with stakeholders to help create and revise customer complaint monitoring, manage training, and enforce policies and procedures.
  • Conducted quality control reviews on complaint data and addressed results with colleagues to influence positive change.
  • To resolve CHNW SA customer complaints and restore, improve, and ensure a consistent and predictable branded service recovery experience to retain customers and to minimize reputational risk. To ensure that complaints are resolved according to complaints management resolution processes.
  • Worked with stakeholders to help create and revise customer complaint monitoring, manage training, and enforce policies and procedures.
  • Tracked, monitored and worked with stakeholders to address issues identified through root cause analysis.
  • Managed high volumes of customer complaints, ensuring timely and effective resolutions for improved customer retention.
  • Demonstrated exceptional time management skills, consistently meeting deadlines for resolving complaints and reporting on complaint trends.
  • Coordinated with legal counsel, as necessary, when dealing with escalated or particularly sensitive cases.
  • Utilized strong negotiation skills to achieve favorable results for both the company and the complainant when resolving disputes.
  • Developed strong relationships with key stakeholders through clear communication and collaborative problem-solving efforts.
  • Served as a role model for other Complaints Officers by maintaining a professional demeanor and providing exceptional service in all customer interactions.
  • Collaborated with cross-functional teams to identify root causes of common complaints and implement process improvements.
  • Enhanced customer satisfaction by promptly addressing and resolving complaints in a professional manner.
  • Conducted thorough investigations into complex complaint cases to determine appropriate resolution strategies.
  • Provided constructive feedback to internal teams based on customer complaints, contributing to continuous improvement initiatives.
  • Improved overall customer experience by actively listening to concerns, empathizing with complainants, and seeking mutually beneficial solutions.
  • Maintained up-to-date knowledge of industry regulations and compliance requirements related to consumer complaints handling processes.
  • Adhere to control structures to manage risk when dealing with customers via any channel (e.g.). Telephonically or in writing.
  • Adhere to governance procedures when committing the bank to a resolution or outcome that has monetary value or a high-risk exposure component.
  • Adhere to resolution mandates and goodwill mandates for increased speed of resolution and greater customer satisfaction.
  • Adhere to the internal complaints management processes.
  • Ensure accuracy of information when resolving and capturing complaints. Stay abreast of internal communications.
  • Ensure that advice or intermediary service to a customer in terms of a financial product, as determined by the Financial Advisory and Intermediary Services Act (No 37 of 2002), is not provided to the customer.
  • Ensure that all complaints are handled according to the Code of Banking Practice terms of reference and within the National Credit Act guidelines.
  • Ensure that all customer complaints received are effectively resolved through personal ownership to the resolution stage.
  • Ensure that confidentiality of customer information is maintained at all times.
  • Ensure that procedures are followed to meet and maintain quality service levels and turn-around times. Strive for continuous service improvement.
  • Identify trends and service breakdowns, and highlight the discrepancies to relevant business areas (e.g., Product).
  • Liaise with the relevant business area in order to obtain input into the resolution of a complaint.
  • Resolve escalated complaints received through any channel, according to laid-down standards.
  • Worked with stakeholders to help create and revise customer complaint monitoring, manage training and enforce policies and procedures.

Outsourced Management Consultant

Standard Bank
Johannesburg
06.2012 - Current
  • To ensure the execution of the collection strategy through effective vendor (third party) management across all cycles of delinquency, from entry into collections until an account is written off.
  • This is inclusive of external debt collectors and attorneys.
  • Key responsibilities: Relationship Management, Account level monitoring, Weekly high balance exposure reporting, Responsible to form part of weekly performance engagements via.
  • Email, telephone, as well as face-to-face.
  • (Performance Metric supplied), Internal stakeholder management with regards to vendor admin, Problem Management, Monthly Reporting & Monitoring of Key Metrics, Customer service, Internal Process, and SBSA policies and procedures, Operational effectiveness, Risk management.
  • Managed client relationships through regular check-ins and updates on project progress.
  • Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity.
  • Analyzed data sets to identify trends and opportunities for process improvements within client organizations.
  • Conducted thorough reviews of operations to devise and deploy improvement strategies.
  • Restructured procedures through coordination with compliance director to create and execute projects.
  • Produced detailed and relevant reports for use in making business decisions.
  • Reviewed internal systems and organized training plans to address areas in need of improvement.
  • Evaluated current processes to develop improvement plans.
  • Gathered, documented, and modeled data to assess business trends.
  • Advised clients on risk management strategies, mitigating potential threats to their businesses'' stability.
  • Managed complex projects from inception to completion, ensuring timely delivery within budget constraints.
  • Increased client revenue through effective sales strategy development and implementation.
  • Streamlined client operations by implementing process improvements and organizational restructuring.
  • Delivered tailored solutions for clients in various industries, addressing unique challenges and needs.
  • Conducted thorough assessments of clients'' operational structures, recommending actionable steps for improvement.
  • Identified key performance indicators, enabling clients to monitor progress towards business objectives.
  • Provided expert guidance on change management initiatives, leading to successful business transformations.
  • Collaborated with cross-functional teams to develop comprehensive business plans and strategies.
  • Developed strong relationships with key stakeholders at all organizational levels, fostering collaboration across departments.

Acting Team Leader - Outsourced Management

Standard Bank
Johannesburg
06.2014 - 07.2015
  • To ensure the execution of the collection strategy through effective vendor (third party) management across all cycles of delinquency, from entry into collections until an account is written off.
  • This is inclusive of external debt collectors and attorneys
  • Key responsibilities: Strategy Execution, Cost management, Auditing of business and legal processes within vendor service level agreements, Manage stakeholder relationships effectively, Facilitate and build relationships with and amongst senior management internally and with Vendors, Monitor key measurements as per the Service Level Agreement to ensure the vendors are achieving operational excellence and meeting agreed targets, Ensure that vendor complaints are logged and root cause analysis undertaken to prevent recurring problems, Manage the Vendor’s Operational efficiency by ensuring the Vendors Operations is running effectively, Manage the validity and integrity of all information (including MIS) received from the various vendors prior to any inclusion in any report for publication either internally or externally or both, Ensure that the service levels are maintained to ensure that service level agreements with internal and external customers are adhered to at all times, Ensure that appropriate, accurate, reliable service MIS is produced and made available to Senior management and Executive Directors, Limit potential losses to the bank by ensuring that laid-down instructions are adhered to within the Vendor’s operations, Assist stakeholders with the identification of risks and take action to mitigate these risks, Auditing Of Business And Legal Processes, Assisting with the Portfolio Pack
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.

Admin Officer

Standard Bank
Johannesburg
10.2007 - 06.2012
  • Administrative Responsibilities:
  • Loading of reduction orders,
  • Loading of stop orders,
  • Effective record keeping,
  • Data capturing, Action and completion of credit events and diary on a daily basis,
  • Action correspondence and/or requests from branches and/or customers, Take applicable action on accounts (e.g. Closed lock-up, transfer, delinquent),
  • Action reports and requests within the collections policy framework, Proactive management of ongoing terms and conditions of approval,
  • Type manual letters required, Provide guidance to and maintain relationships with the Business Unit’s business partners,
  • Add value to Personal Banking by delivering prompt, efficient and professional service in compliance at portfolio level,
  • Adherence to internal credit policies, processes and procedures, statutory and regulatory rules applicable to the credit function,
  • Assure compliance within regulations, Resolving clients queries via Credit Rehabilitation Early Stage generic email,
  • Added duties,
  • Actioning for the fraud List and RMS report,
  • Sending request to the Merchants and outside agents for cards to be impounded,
  • Helping out our inbound section when help is needed,
  • Assisting with team and department stats when team leader is not at work
  • Assisting in doing the quality for the team, Delegated ad-hoc functions and projects, Assisting in the Inbound call Centre,
  • Assisting with team leader duties,
  • Assisting in compiling of the process documents used in our department
  • Assisting the team leader in releasing of set off and inter account transfers
  • Service and Quality, Maintaining High service and quality levels when provide Customer Service to both internal and external customers whilst adhering to Service Level Agreements in terms of turnaround times
  • Accuracy and rejection rates of all processes, Meeting deadlines and adhering to defined turn-around times, Make recommendations to management to improve existing administrative workflow and procedures, Helped to set up process and procedures for untreated accounts in Personal Lending admin
  • Updated reports, managed accounts, and generated reports for company database.
  • Improved communication within the organization through regular updates on policies, procedures, and key events.
  • Enhanced overall office productivity through effective staff management and coordination of daily tasks.
  • Contributed to successful projects by providing essential administrative support and resource management.
  • Streamlined office processes by implementing efficient administrative systems and procedures.
  • Proofread and edited documents for accuracy and grammar.
  • Increased customer service success rates by quickly resolving issues.

Education

Matric -

Dinwiddie High School
Germiston, South Africa
01.1998 - 12.2002

N4 In Electrical Engineering -

Inkangala FET College
Witbank, South Africa
01.2003 - 06.2004

Certificate in Paralegal Practice -

Arke Consulting & Training Services
Johannesburg, South Africa
08.2020 - 10.2021

Skills

MS Office

Employmentreferences

  • Mrs Roney Wagner, Standard Bank, (011) 636 7526 or 073 518 2719
  • Miss Thokozile Mabuza, Standard Bank, 083 667 9128 or 010 249 6120

Contactnumbers

079 160 9262, 011 636 9022

Personal Information

  • Ethnicity: Black South African
  • Gender: Female

Languages

English
Advanced (C1)
Xhosa
Upper intermediate (B2)

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Complaints Officer

Standard Bank Group
06.2024 - Current

Certificate in Paralegal Practice -

Arke Consulting & Training Services
08.2020 - 10.2021

Acting Team Leader - Outsourced Management

Standard Bank
06.2014 - 07.2015

Outsourced Management Consultant

Standard Bank
06.2012 - Current

Admin Officer

Standard Bank
10.2007 - 06.2012

N4 In Electrical Engineering -

Inkangala FET College
01.2003 - 06.2004

Matric -

Dinwiddie High School
01.1998 - 12.2002

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Samkelisiwe NdlovuOutsourced Management Consultant