Code 10 Relationship Management

SINKY MAHLAULE

Protea Glen, Soweto, • +27-60-581-****, 063-***-**** Code 10 driving license

*****.*******@*****.*** or *****.********@***.**.**

Date of Birth :93/12/29

PROFESSIONAL SUMMARY

I am a highly skilled collections advisor with over 9 years’ experience in the banking industry. I pride myself in providing exceptional service to both internal and external stakeholders with a proven track record of 100% for adhering to QA and SLA standards. Proficient in designing, implementing, and overseeing process improvements that increase productivity, reduce costs, and ensure product quality.

Experienced in data-driven decision-making, statistical analysis, and lean methodologies to identify and resolve bottlenecks and inefficiencies. skilled in translating complex data into clear, actionable insights that drive informed decision-making. Currently have YouTube channel called team breaking news that broadcast talk show and podcast.

SKILLS AND ATTRIBUTES

Problem-Solving – Highly skilled in problem-solving and queries

Microsoft office tools – Word, Excel, PowerPoint, and Outlook

Multi-tasking – Able to multi-task and manage time effectively.

Stakeholder Communication and facility skills: Excellent communication skills with a focus on obtaining stakeholder buy-in and sign-offs.

Good and clear written style-Strong verbal and written report skills

Relationship Management: Skilled at building and maintaining positive relationships with business stakeholders.

Training Support: Experience in providing information for the development of training manuals and materials.

Analytical thinker, interpersonal and business relationship management skills

Experience with development and interpretation of reports.

Process Mapping: Proficient in creating As-Is and To-Be process maps, ensuring clarity and alignment with design principles.

Business analysis and systems requirements: Proven ability to analyze and document business processes for optimization.

High levels of focus and the ability to work with and accurately process large volumes.

Positive attitude and desire to learn.

Knowledge of data analysis and interpretation

Results driven.

Teamwork and Time-management: Able to work collaboratively with cross-functional teams, providing guidance and support and always adhering to SLA.

EXPERIENCE

First National Bank, Johannesburg • Collections Adviser (02/2019) – Present

Participate in voluntarily projects within the Collections space to make recommendations to create and enhance solutions that are innovative, duplicable, and sustainable and solve complex business problems.

Collaborate closely with stakeholders in an ongoing process to ensure delivery of business requirements and expectations remain current and adaptive to the changing environment playing a key role in providing information for decision-making and generating business value for solution development.

Acted as a Second In charge of my Team leader during her absence and assisted her with managing the team when she was available, duties included Addressing escalated customer issues or challenging situations that require a higher level of authority, providing regular reports to the manager on team performance, key metrics, and any issues that need attention, etc.

Conducted research, interviews, and facilitation sessions to document comprehensive business process requirements.

Assessed and optimized end-to-end business processes, ensuring alignment with business goals and objectives.

Evaluated own performance through soliciting timely and clear feedback, actively seeking training opportunities to enhance skills and knowledge.

Reported on transactional and process activities within established guidelines, ensuring the provision of timely information for effective decision-making.

Demonstrated responsibility with work-related resources, contributing to cost containment initiatives.

Produced high-quality work by adhering to predefined standards, procedures, and compliance and governance standards.

Addressed customer needs to meet or exceed expectations, establishing a reputation for customer-focused service.

Built and maintained strong stakeholder relationships, fostering effective communication and collaboration.

Analyzed end-to-end processes to identify opportunities for improving business processes and implementing strategic enhancements.

Provided support in planning, implementation, and design of projects across relevant business units, contributing to improved process flow and risk minimization throughout the project life cycle.

PROJECTS PARTICIPATED

Resolve client queries by following business procedure and keeping client informed. Act as client's banking partner by taking responsibility for providing regular feedback.

Provide day to day administrative duties by doing remediation, review, evaluate and analyse make adjustments, account write-offs, closure off accounts, monitoring the portfolio and submitting a report to line manager to submit to management.

Ability to analyse, interpret and assimilate information.

Identify business problems by analysing data and reports from various sources.

Communicate solutions and ideas to stakeholders through meetings; presentations and generating reports.

EDUCATION AND CERTIFICATIONS

Emeritus Business School Postgraduate in Digital Business NQF LEVEL 8 Year 2024

Gijima, Johannesburg Business Analysis NQF LEVEL 5 (CERTIFICTATE)

Year 2023

I-fundi, Johannesburg Business Outsourcing Process: NQF LEVEL 3

Year 2016

First National Bank, Johannesburg White Belt Certificate

Year 2020

Mashooro Secondary School National Senior Certificate/Grade 12

Year 2011

REFERENCES

Available upon request

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