Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
CustomerServiceRepresentative
Zamancube Mafunda

Zamancube Mafunda

Branch Manager
Matatiele

Summary

Highly detail-oriented and professional Branch Manager, successful at meeting and exceeding branch goals. Expertise in customer service relations and sales management.


A team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

10
10
years of professional experience
4
4
years of post-secondary education

Work History

Branch Manager

Capitec Bank
08.2019 - Current
  • Responsible for ensuring that daily tasks are assigned and carried out effectively according to set standards
  • Maintaining client service excellence and coordinating marketing and sales initiatives
  • Acting as team leader, coach and first point of reference in terms of any operational issues
  • ESS management, CNet & Team Schedular (Capitec specific portal), Weekly reports and targets of consultants
  • Leave management (Head count purposes)
  • Sales (Loans, Credit cards, Savings accounts & Transaction)
  • Arrears report (Loans on arrears and following up on clients to make agreements)
  • Business Optimization (Daily, weekly and monthly service reports)
  • Conversions (Salary switches and Debit Order switches)
  • Weekly and monthly performance reports
  • Strategic projections on annual turnover for the bank and marketing annual plan and targets
  • Data Capturing & drafting reports
  • Managing Conflict situations
  • Make sure we have enough head count in the branch
  • Training Assistant branch manager, new consultants & Service Champs
  • Signing of consultants probation period
  • Arranging training and coaching sessions for consultants
  • Adhoc administration for the efficient running of the team
  • Performance management
  • Manage the quality service base on the consultants performance
  • Reporting on incentive structures in place and their effect on the consultants’ competitive edge
  • Sales and Marketing
  • Loan sales
  • Credit card sales
  • Investment driving model
  • Roadshows to increase Capitec Clientele and create awareness
  • Leave planning for consultants
  • Planning done in advance to insure operational requirements are met at all times
  • Monitoring sick leave abuse for the consultants (Month end trends/ Monday / Friday trends)
  • Ensure adherence with all business principles, policy and procedures are followed
  • Ensuring adherence to the Capitec leave policy at all times and addressing non-compliance issues with the respective consultant

Assistant Branch Manager

Capitec Bank
08.2017 - 07.2019
  • Supporting the branch manager in coordinating and ensuring efficient operational functioning of the branch, maintaining client service excellence and coordinating marketing and sales initiatives
  • Guiding and motivating staff, & taking responsibility for the branch in the absence of the BM
  • Data Capturing & drafting reports
  • Managing Conflict situations
  • Training new consultants & Service Champs
  • Signing of consultants probation period
  • Arranging training and coaching sessions for consultants
  • Adhoc administration for the efficient running of the team
  • Performance management
  • Manage the quality service base on the consultants performance
  • Reporting on incentive structures in place and their effect on the consultants’ competitive edge
  • Leave planning for consultants
  • Planning done in advance to insure operational requirements are met at all times
  • Monitoring sick leave abuse for the consultants (Month end trends/ Monday / Friday trends)
  • Ensure adherence with all business principles, policy and procedures are followed
  • Ensuring adherence to the Capitec leave policy at all times and addressing non-compliance issues with the respective consultant

Service Consultant

Capitec Bank
01.2016 - 07.2017
  • Ensuring that our clients are FICA compliant
  • Check ID verification
  • We ensure that certification on the required documentation are valid (done by an independent party and signed correctly)
  • Interact with customers to identify their business requirement
  • Providing excellent client service electronically via clients Apps, USSD or any self-service channels
  • Data capturing, various administrative and secretarial duties
  • Managing customer expectations, Interacting with diverse people and external clients
  • Develop business strategies to meet client needs and close sales
  • Provide client support services in timely, accurately and professional manner
  • Build positive and productive relationships with clients
  • Maintain existing client base and generate potential leads
  • Act as primary contact for any client inquiries and concerns
  • Analyze clients’ issues and provide corrective actions and give different options so clients can make an informed decision
  • Obtain client feedback and give client options
  • Work closely with Managers to strengthen client service efficiency
  • Provide support to new product development and enhancement projects
  • Assist consultants in their responsibilities
  • Maintain a database of clients
  • Tracking cost against a budget
  • Opening saving accounts and granting loans to clients
  • Over all we give our clients a worthwhile service experience
  • Our service philosophy is CLIENT FIRST.

CSI Assistant

Tshwane University of Technology
01.2015 - 12.2015
  • Administrative and PA duties -managing filling system, coordinating meetings, arranging boardrooms, creating and send invitations to the meetings and taking minutes of the meetings
  • Coordinating traveling arrangements, Managing dairy of the CSI Manager
  • Organising interviews and information sessions with prospective students and university representatives
  • Events Management and Exhibitions: Planning and execution of events, such as student excursions and end year functions- tasked with sourcing and delivering corporate gifts for our high-level clients, receiving clients, arranging refreshment, planning and execution of the exhibition
  • Assist with organising Open Day
  • Plan and conduct orientation week for third year students.

Communications officer

Luvuyo Orphanage Home
02.2014 - 09.2014
  • And social media co-coordinator
  • Main Duties
  • Researched and worked on Sourcing of sponsorships for events
  • General Administration
  • Website Management: Updated content on website with optimizing aim to achieve higher Google page ranking
  • Marketing and Communication Strategy: Development of communication messages and value proposition marketing strategies for the Execution of marketing activities to implement overall marketing strategy
  • Corresponding with media and maintaining relationships
  • Corporate Social Investment
  • Updating social media profiles
  • Sourcing of sponsorships for events
  • Creating brochure, Posters, writing press releases
  • Planning and executing of annual events
  • Creation and implementation of communication strategies
  • Social Media Management: Established strong social media presence across Facebook, Twitter, Google Plus
  • Event Management:

Education

Grade 12 -

Last School attended : Hoerskool Uitsig, Tshwane University of Technology
Pretoria
01.2011 - 12.2011

National Diploma - International Communications

Tshwane University of Technology
Pretoria
01.2012 - 12.2014

Skills

Reporting familiarity

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Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Branch Manager

Capitec Bank
08.2019 - Current

Assistant Branch Manager

Capitec Bank
08.2017 - 07.2019

Service Consultant

Capitec Bank
01.2016 - 07.2017

CSI Assistant

Tshwane University of Technology
01.2015 - 12.2015

Communications officer

Luvuyo Orphanage Home
02.2014 - 09.2014

National Diploma - International Communications

Tshwane University of Technology
01.2012 - 12.2014

Grade 12 -

Last School attended : Hoerskool Uitsig, Tshwane University of Technology
01.2011 - 12.2011

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Zamancube MafundaBranch Manager