Summary
Overview
Work History
Education
Skills
Accomplishments
Reading business publications, travelling, spending time with family and church
Timeline
Generic

Kepaletswe Caroline

Banker
Gaborone

Summary

Dynamic and proven Branch Manager with a track record at FNB excelling in customer service and relationship management as well as sales and customer experience. Achieved significant growth through strategic planning and effective coaching and providing leadership that unearths and unleashes talents of teams. Skilled in financial oversight and risk mitigation, fostering high-performing teams that consistently exceed performance targets. Extensive experience in managing branch operations, developing service metrics and strategies aimed at resolving customer pain points and delivering bespoke and superior customer experience.

Extensive competence in the areas of Strategic Management, People and performance Management, Sales, Operations, Relationship Management, Customer Service and Digital transformation

Overview

16
16
years of professional experience

Work History

Branch Manager Tier 1 First Place

FNB
10.2021 - Current
  • Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly by ensuring TAT is adhered to and logging all issues on CARE.
  • Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
  • Maintained friendly and professional customer interactions, consistently walking the queue and unlocking stumbling blocks where neccesary.
  • Continuously monitored branch performance against key performance indicators, such as balance sheet, products per customer, no of accounts, active accounts vs dormant accounts etc taking corrective actions as needed to ensure objectives were met or exceeded.
  • Implemented effective sales strategies to achieve branch targets and exceed expectations consistently striving to be customer centric in all our interactions and touch points and implemented continuous improvement metrics.
  • Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
  • Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
  • Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
  • Coordinated marketing campaigns tailored towards target audience segments resulting in increased brand awareness within the local community.
  • Implemented risk management strategies to minimize potential losses while maintaining a healthy balance between risk and return on investments.
  • · Contributed to strategic client sourcing sessions with segment(s) by assisting to develop client.
  • · Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team. Actively mentored and coached staff who had potential and this resulted in a number staff members being promoted to higher roles both within the same segment and in other segmanets.
  • · In conjunction with segment teams performed research on competitor banks within my locality and ensured I gather information on top management of these clients.
  • I work with a diverse portfolio of staff members especially from Head Office to pilot new initiatives from both country and Group head office, taking the lead in designing, product

Branch Manager Tier 2 Riverwalk

FNB
08.2018 - 10.2021
  • Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
  • Maintained friendly and professional customer interactions.
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
  • Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
  • Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
  • Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
  • Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.

Branch Manager Tier 1- Mochudi

FNB
06.2016 - 07.2018
  • Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
  • Maintained friendly and professional customer interactions.
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
  • Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
  • Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
  • Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.

Client Services Manager

Standard Chartered Bank
07.2015 - 06.2016
  • Mentored departmental team, boosting efficiency, success and morale among employees.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Kept stakeholders up-to-date on details pertaining to client projects.
  • Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Maintained client files with sales contracts, records of client interactions, client notes, and other information.
  • Coordinate and plan client referrals to respective RMs
  • Co-ordinate and collate weekly and monthly sales reporting
  • Co-ordinate on promotion campaign - product bundling fulfillment.
  • Handle Tagging and retagging customer status (upgrade/regrade)
  • Handle conversion of account e.g. sole account to join account, compiling of household relationship
  • Developed strategies to achieve client service excellence by developing SLAs and monitor the progress of customer's applications and other instructions (both financial and non-financial).
  • I led and coordinated the Client Services team through providing guidance, training and strategic alignment where necessary to ensure seamless client experience.
  • I was also responsible for deepening products and engagement with customers by reviewing data and analytics and create a referral report and tracker for all RMs. This was to assist in building high portfolio entrenchment and increase share of wallet within existing Priority Banking customer base.
  • Monitor incomplete CDD related documents and assist the RM to follow-up and rectify the CDD deficiency.
  • I Supported RMs in ensuring they action their morning excesses report.
  • I also supported RMs with market research on FX, Wealth Management and other areas of interest for Private Banking clients.
  • I was the key contact person who coordinated proper communication to clients via phone calls/letters when there are changes in RMs or when clients have to be downgraded and upgraded.
  • Relief RMs when they are on leave or out of office or vacant portfolios
  • Servicing walk-ins clients' transactions when RM is absence or not available

Senior Relationship Manager- Priority Banking

Standard Chartered Bank
01.2014 - 07.2015
  • Built trust with clients by maintaining confidentiality and handling sensitive information professionally at all times.
  • Requested customer feedback to drive client satisfaction and retention while quickly remedying issues.
  • Worked with branch partners to maximize sales efforts to business customers and cross-sell other products and services.
  • Collaborated with internal teams to deliver comprehensive wealth management services, maximizing client satisfaction and loyalty.
  • Planned and attended meetings with clients to cultivate and grow partnerships and opportunities.
  • Managed a diverse portfolio of high-net-worth clients, ensuring satisfaction and retention through personalized attention and strategic planning.
  • Developed customized financial strategies for clients by thoroughly analyzing their current situations, goals, and risk tolerance levels.
  • Streamlined processes for increased efficiency within the team, resulting in improved response times to client inquiries and requests.

Customer Relationship Officer- Priority Banking

Standard Chartered Bank
08.2010 - 01.2014
  • Maintained accurate records of customer interactions, enabling better understanding of client issues and facilitating follow-ups when needed.
  • Made customers aware of current and new programs and services.
  • Improved customer satisfaction by addressing and resolving their concerns in a timely manner.
  • Managed customer relations on ongoing basis to maximize customer retention.
  • Managed high-profile accounts, ensuring consistent delivery of exceptional service for continued business growth.
  • Implemented new CRM software that improved internal processes and increased overall efficiency within the team.
  • Developed targeted marketing campaigns for specific customer segments, increasing engagement rates among clients.
  • Championed customer-centric initiatives within the company, fostering a culture of service excellence and continuous improvement.
  • Collaborated with other teams to resolve complex issues affecting multiple customers, resulting in increased satisfaction levels.

Personal Financial Consultant

Standard Chartered Bank
03.2009 - 07.2010
  • Examined clients' overall financial situation by reviewing income, assets, debts, expenses and credit reports.
  • Created debt management plans, spending plans and budgets to assist clients in meeting financial goals.
  • Promoted products and services by conducting educational seminars to clients and prospects in FRancistown.
  • Evaluated financial reporting systems, accounting and collection procedures and investment activities to make recommendations for changes to procedures, operating systems, budgets and other financial control functions.
  • Improved overall branch performance by contributing to team sales goals and proactively seeking new business opportunities through networking events and referrals.

Education

Master of Science - Strategic Management

University of Derby
UK
04.2001 -

Bachelor of Arts - Human Resources Management

University of South Africa
Pretoria
04.2001 -

Skills

Customer service

Branch operations management

Relationship building

Relationship building and management

Customer experience

Customer relationships

Decision-making

Leadership and team management

Problem solving

Communication

Active listening

Accomplishments

FNB

• Awarded Platinum Award 2017/2018 for Best Branch in FNB Botswana.

• Started a new branch and managed to break even in one and a half year, ahead of the set target of 3 years.

• Promoted to manage flagship Tier 1 branch and have won numerous sales and product challenges.

.

Standard Chartered Bank

• Brought in BWP265million in first 3 months of role as Customer Relationship Manager which is the largest single amount by an individual in their 150 year history.

• Exceeded forex target by 150% and awarded best Customer Relationship Manager in 2014.

• Best performing Sales Executive 2 years in a row.

• Initiated and spearheaded a community and environment project in Gerald Estates in Francistown to install standpipes in selected households in conjunction with Francistown City Council and other stakeholders, that went on to win best project in the entire Standard Chartered Bank worldwide network.

• Started and coordinated a community project club while based at Selebi Phikwe branch that culminated in the building of a house for a disadvantaged family in Mmadinare village

• Started and coordinated a community project while based at Game City branch that built a modern backyard garden complete with net shading and irrigation system and in addition also installed a stand pipe for a family in Gamodubu village.

Reading business publications, travelling, spending time with family and church

I enjoy reading and keeping  abreast of current affairs, business and technology newss

Timeline

Branch Manager Tier 1 First Place

FNB
10.2021 - Current

Branch Manager Tier 2 Riverwalk

FNB
08.2018 - 10.2021

Branch Manager Tier 1- Mochudi

FNB
06.2016 - 07.2018

Client Services Manager

Standard Chartered Bank
07.2015 - 06.2016

Senior Relationship Manager- Priority Banking

Standard Chartered Bank
01.2014 - 07.2015

Customer Relationship Officer- Priority Banking

Standard Chartered Bank
08.2010 - 01.2014

Personal Financial Consultant

Standard Chartered Bank
03.2009 - 07.2010

Master of Science - Strategic Management

University of Derby
04.2001 -

Bachelor of Arts - Human Resources Management

University of South Africa
04.2001 -

Similar Profiles

CREATE PROFILE
Kepaletswe CarolineBanker