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
Sales professional
Cash handling expertise
Business development expertise
Human resources knowledge
Project Management
Verbal/written communication
Community Relations
Customer service awareness
Key performance indicators
Product training
Friendly
Marketing
Proficient in MS Office
Revenue Generation
Staff Management
Banking
Resourceful nature
Sales expertise
Goals and performance
Cash Handling
Collections
Team Player
Strong team-builder
Loans
Financial Advising
Financial services
Employee Development
Business Development
Documentation
Approachable
Relationship Management
Staff Training
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