Summary
Overview
Work History
Education
Skills
Timeline
AdministrativeAssistant
Tumishang Nyatlo

Tumishang Nyatlo

Manager, Client Experience - Personal Markets
Johannesburg

Summary

Strategic and client-centric financial services leader with over 20 years of experience driving revenue growth, enhancing customer experience, and implementing transformative projects. Proven ability in leading high-value portfolios, cross-functional initiatives, and leveraging data-driven insights to solve complex business challenges and improve operational efficiency. A decisive and results-oriented professional poised to deliver significant value in a senior strategic role.

Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.

Overview

20
20
years of professional experience

Work History

Manager: Client Experience Execution – Personal Markets

Standard Bank South Africa
12.2021 - Current
  • Leading strategic client experience initiatives and project coordination across the Personal Markets value chain, acting as a central driver for CX improvement.
  • Project Leadership & Strategic Execution:
  • Spearheaded the "Face-to-Face Card Delivery" project for Standard Bank Private, a key strategic initiative that reduced branch footfall and enhanced convenience for high-net-worth clients.
  • Orchestrated the implementation of a new Workforce Management tool across the division, establishing data-driven capacity adequacy thresholds that improved staff allocation efficiency and reduced operational costs.
  • Designed and developed a proprietary queue management tool to analyze client wait times and service patterns, deriving actionable insights that led to a reduction in average handling time.
  • Data-Driven Process Optimization:
  • Drove a continuous improvement culture by leading root cause analysis (RCA) on client pain points, systematically establishing the "why" behind process failures to implement permanent fixes.
  • Championed initiatives that resulted in a significant reduction of service volumes across PPB by targeting and eliminating core inefficiencies, freeing up capacity for value-added tasks.
  • Cross-Functional Coordination:
  • Acted as the primary project coordinator for all CX initiatives, effectively collaborating with diverse functions (Digital, OSS, Fraud, Risk, Client Solutions) to ensure seamless delivery of projects aimed at improving experience metrics like NPS and CSAT.
  • Drove the adoption of a new client experience framework by developing training and change management strategies, above achieving 90% compliance with new standards across targeted teams.

Relationship Manager – Executive Portfolio

Standard Bank Private Banking
10.2011 - 11.2021
  • Collaborated with Wealth, Lending, and Investment teams for holistic client delivery.
  • Managed a portfolio of high touch Nigh Net Worth clients with assets under management exceeding R500 million.
  • Grew year on year portfolio revenue through strategic cross-selling of investment, fiduciary, and lending products.
  • Led a team of relationship managers, providing coaching and mentorship to improve overall performance.
  • Co-designed the "New Ways of Work" (NWOW) methodology for Private Banking, utilizing Voice of the Customer data to redesign operational processes, which enhanced client query resolution processes.
  • Maintain high client retention rates by employing various strategies that include delivering exceptional, personalized service and proactive financial advice.
  • Served on a credit risk committee and contributed to the development of new, intuitive lending processes.
  • Seconded to Home Services enhanced onboarding and UI design.

Private Banker

ABSA Private Banking
07.2009 - 09.2011
  • Built and maintained professional relationships with a portfolio of Private Wealth clients.
  • Acquired new clients and deepened existing relationships to consistently exceed financial targets.
  • Achieved consistent customer satisfaction and income growth.
  • Negotiated pricing structures and drove income growth through effective lead management and client reviews, ensuring full compliance with FAIS, FICA, and NCA.
  • Ensured transparency and managed client risk profiles through well-articulated credit motivations and adherence to bank guidelines.
  • My career in banking began in 2003 as a Teller, where I built a strong foundation in transactional accuracy and client-facing discipline. I then advanced to a Client Care Consultant role, focusing on resolving client queries and ensuring smooth service delivery—an experience that sharpened my ability to listen actively and respond empathetically. This was followed by a transition into Sales Consulting, where I was responsible for identifying client needs and offering tailored financial solutions, which sparked my passion for consultative engagement. From April 2006 to June 2009, I served as a Premier Banker within FNB Premier Banking, where I brought together my service and sales experience to deliver holistic, high-touch support to affluent clients. This journey nurtured my enduring love for both Sales and Service, rooted in the belief that exceptional client experiences are built on trust, relevance, and responsiveness.

Education

Postgraduate Diploma - Business Leadership (NQF 8)

DaVinci Institute

Advanced Diploma - Management Practice (NQF 7)

Henley Business School

National Certificate - Financial Instruments & Markets (NQF 6)

IFMI

National Certificate - Financial Planning (NQF 6)

Milpark Business School

RE 5 Regulatory Exam - undefined

Moonstone

Skills

Strategic leadership

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Timeline

Manager: Client Experience Execution – Personal Markets

Standard Bank South Africa
12.2021 - Current

Relationship Manager – Executive Portfolio

Standard Bank Private Banking
10.2011 - 11.2021

Private Banker

ABSA Private Banking
07.2009 - 09.2011

Advanced Diploma - Management Practice (NQF 7)

Henley Business School

National Certificate - Financial Instruments & Markets (NQF 6)

IFMI

National Certificate - Financial Planning (NQF 6)

Milpark Business School

RE 5 Regulatory Exam - undefined

Moonstone

Postgraduate Diploma - Business Leadership (NQF 8)

DaVinci Institute

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Tumishang NyatloManager, Client Experience - Personal Markets