Nomazwe Mhotsha

Driving Operational Improvements to Enhance Efficiency and Service Delivery Developing and Implementing Strategies to Optimize Branch Performance Managing Risks Proactively to Ensure Sustainable Growth and Compliance Leading Cross-Functional Collaboration to Align Operations with Business Objectives

• Led process improvement initiatives in collaboration with the Process Improvement Department to collate all manually processed retail charges for approval, enabling automation to reduce income leakage. As a result, the bank has since automated several charges, leading to an increase in non-interest income and improved revenue efficiency.
• Spearheaded automation of key banking documents, such as settlement letters and account confirmation letters, eliminating manual processing inefficiencies and mitigating financial losses.
• Formulated a standardized account opening template to improve the bank’s Service Level Agreements (SLAs), ensuring efficient and accurate account opening processes.
• Championed automation of high-risk, manually generated documents to enhance regulatory compliance, minimize errors, and reduce operational risks.
• Led a successful pilot project in account opening process optimization, resulting in a turnaround time reduction from 45 minutes to 15 minutes.
• Facilitated system adoption and training by leading the training of 350 staff members on the newly introduced system, ensuring seamless integration across branches.

Nature of Job: Key Responsibilities & Duties: Customer Engagement & Business Growth Operational Oversight & Compliance Risk Management & Internal Controls People Management & Leadership

A managerial role with a mandate to be a brand ambassador, ensuring collaboration across functions, adherence to people management timelines (training, performance management, etc.), and strict compliance with branch performance indicators. The role requires effective implementation of bank policies, risk management, and operational efficiency, all while delivering exceptional customer service.

• Cross-sold financial products, such as consumer loans, by actively listening to customers and identifying their needs. Trained staff to apply similar consultative approaches in every interaction to enhance sales and service delivery.
• Guided customers on efficiently using bank technology, including kiosks and mobile banking, reducing common inquiries and optimizing branch productivity.
• Enhanced customer satisfaction by addressing and resolving service-related issues promptly and professionally.
• Ensured effective implementation of bank-wide policies related to branch operations, maintaining compliance with AML, attestations, and other regulatory requirements.
• Authorized transactions within approval limits, ensuring accurate documentation and adherence to internal controls.
• Reviewed and approved retail credit applications following stipulated guidelines and limits.
• Supervised branch operations staff, ensuring timely, efficient, and customer-focused service delivery.
• Maintained control registers and compliance tracking (daily, weekly, monthly, and ad hoc) per Internal Control Questionnaires (ICQ) to strengthen operational risk management.
• Conducted random batch checks on transactions, identifying and investigating exceptions to mitigate risks.
• Led internal audit readiness, taking accountability for issue closures and staff training on areas of non-adherence.
• Ensured proper resource allocation, enabling the branch to meet operational and service delivery objectives.
• Oversaw performance management, talent development, and succession planning, ensuring a high-performing and well-trained team.
• Led the training of 350 staff members on a newly introduced account opening system, reducing turnaround time from 45 minutes to 15 minutes and significantly improving service efficiency.
• Delivered quality service with operational excellence, ensuring seamless daily branch operations while upholding cleanliness, health, safety, and security standards.
• Cross-sold products such as consumer loans by listening to customers and understanding needs and taught staff to implement similar processes in every interaction.
• Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
• Evaluated employee performance regularly, providing constructive feedback for continuous improvement.
• Delivered quality service with remarkable efficiency by skillfully overseeing daily branch operations.

• Operational Excellence & Compliance Management: Oversee efficient daily operations while ensuring strict adherence to regulatory standards and operational policies.
• Risk Management & Compliance Monitoring: Identify, monitor, and mitigate financial and operational risks, including fraud, money laundering, and suspicious activities.
• Financial Integrity & Cash Management: Maintain robust cash flow management, ensuring accurate reconciliations and financial reporting.
• Process Improvement & Automation Strategy: Drive automation initiatives and process enhancements to boost efficiency and minimize operational costs.
• Audit & Governance Assurance: Ensure audit readiness by maintaining internal control systems and addressing audit findings promptly.
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• Branch Operations & Asset Management: Oversee branch asset checks, ensure proper maintenance of equipment and stationery, and manage property and security arrangements to ensure smooth operations.
• Staff Management & Development: Appraise subordinates, manage staff requirements, address disciplinary issues, and maintain staff records for effective people management.
• Financial Control & Reconciliation: Ensure accuracy in payments, settlements, cash reconciliations, and manage suspense accounts, ensuring timely resolution of discrepancies.
• Compliance & Risk Management: Ensure adherence to client protection rules, health and safety standards, and security protocols, as well as ensuring the business continuity plan is tested and in place.
• Customer Service & Query Resolution: Handle client queries, print account statements as needed, and ensure efficient clearing and settlement of transactions for seamless service delivery.

• Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
• Coordinated with other departments for seamless execution of branch initiatives and projects.
• Handled escalated customer issues, providing satisfactory resolutions while maintaining professionalism at all times.
• Implemented effective risk mitigation strategies to protect the organization from potential losses due to operational risks.
• Collaborated with the management team to set performance goals and develop strategies for achieving them.
• Enhanced customer satisfaction through timely resolution of client queries and prompt assistance.Branch Operations & Asset Management: Oversee branch asset checks, ensure proper maintenance of equipment and stationery, and manage property and security arrangements to ensure smooth operations.
• Staff Management & Development: Appraise subordinates, manage staff requirements, address disciplinary issues, and maintain staff records for effective people management.
• Financial Control & Reconciliation: Ensure accuracy in payments, settlements, cash reconciliations, and manage suspense accounts, ensuring timely resolution of discrepancies.
• Compliance & Risk Management: Ensure adherence to client protection rules, health and safety standards, and security protocols, as well as ensuring the business continuity plan is tested and in place.
• Customer Service & Query Resolution: Handle client queries, print account statements as needed, and ensure efficient clearing and settlement of transactions for seamless service delivery.
• Monitored branch performance metrics regularly, taking corrective actions as needed to maintain desired results.

• Cash Handling & Reconciliation: Manage insurance, balancing, and reconciliation of bulk cash as per Bank Policy & Limits.
• Suspense & Fraud Management: Follow up on suspense accounts, eliminate long-outstanding items, and monitor fraud, money laundering, and suspicious transactions.
• Vault & Transaction Authorization: Act as custodian of the Branch Vault, authorize all Teller transactions, and verify account opening documentation.
• Cash Differences & Equipment Maintenance: Investigate and resolve Teller cash differences, ensuring currency verifiers and note counters are well-maintained.
• Compliance & Reporting: Oversee compliance with internal controls, prepare reports, and ensure proper documentation before dispatching to the Centre.

• Processed customer transactions promptly, minimizing wait times.
• Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
• Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
• Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.Cash Handling & Trade: Process cash transactions, cheque encashments, and deposits across five major currencies (BWP, ZAR, EURO, GBP & USD).
• Reconciliation & Reporting: Reconcile cash/credit receipts with sales figures, prepare daily cash reports, and ensure accurate bank deposits.
• Customer Service & Compliance: Assist customers, answer queries, and verify payment instruments for accuracy (dates, amounts, signatures).
• Security & Administration: Ensure safe custody of cash, process withdrawals, and support back-office administrative tasks when needed.
• Petty Cash & Recordkeeping: Manage petty cash, maintain proper cash breakdowns, and ensure daily account reconciliation.
• Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.

• Transaction & Reconciliation Management: Ensure accurate payments, settlements, and reconciliations, including monitoring daily transactions and clearing processes.
• Cash & Suspense Account Oversight: Reconcile cash accounts, eliminate long-outstanding suspense items, and ensure timely collection of third-party commissions.
• Client & Back-Office Support: Handle client queries, print interim and account statements, and manage specific back-office client issues.
• Security & Compliance: Test and maintain branch and teller alarms, oversee controlled stationery (cheques, ATM cards, etc.), and follow assigned duties from the Bank Office team leader.
• Operational Efficiency: Order and manage branch stationery, ensure proper documentation, and support smooth branch operations.