Monica Matlala

I'm a versatile and customer-focused professional with experience in retail, banking and insurance industry. I started in retail where i developed strong interpersonal skills, learned how to assist customers effectively and worked in fast paced environment. Moving into banking gained experience in handling financial transactions, maintaining accuracy and working with confidential information.

In the insurance sector, I developed administration skills, support clients with policy-related queries. This experience helped me become adaptable, detail-oriented and confident in dealing with a wide range of customers. I take pride in providing excellent service and ensuring that task are completed efficiently and professionally.

I'm now looking for an opportunity where I can apply my skills and continue to grow.

Avbob District Manager (Start Date: 01/07/ 2024 to date)

Avbob (Montana Office)

Job Responsibilities: Manage sales team, Recruit and onboard high-quality sales representatives. Ensure all appointed representatives receive comprehensive training. Manage and optimize the performance of a team of insurance representatives.

Achieve set insurance sales targets consistently. Manage customer service offered by representatives. Monitor and enforce compliance with FAIS, FICA LTIA, and other regulatory requirements. Implement effective risk management strategies.

Identify and develop new market opportunities to expand business reach.

Nedbank Branch Manager (Start Date: 01/11/2015 – End Date: 24/04/2023)

Nedbank (Ga-Rankuwa Shopping Centre)

Job Responsibilities: Manage business strategies and sales to increase revenue, Control expenses and finances of the branch profitability. Ensure sound relationships with stakeholders and client. I managed all departments sales, enquiries, administration, client services and tellers in the branch. Achieve main banked objectives through client acquisition and retention. Execute on the business plan through capacity planning, Mitigate operations and reputational risk through enforcing legislatives e.g. (AML, POPIA, FICA, FAIS) requirements and compliance. Managing customer relations.

Ensure Key

Individual responsibilities are adhered to as per the compliance guidelines. Facilitate disciplinary enquiries of staff. Interview and process new employees. Recommend process improvement and client centric environment.

Nedbank Team Leader Sales and Client Service (Start Date: 03/01/2013 – End Date: 30/11/2015)

Nedbank (Gezina)

Job Responsibilities: Grow market share; ensure client acquisition, retention, and cross-selling of bank products, ensure branch/ market operational effectiveness through the uptime of all devices in Self-service, ATM the Automatic Teller Machines/ intelligent depositors and the Self-Service Kiosks, Identify and communicate sale opportunities and collaborate with sales and service teams.

Branch

Administrator, manage controllable expenses within the agreed financial parameters, Manage Frauds and Losses, Ensure Banking Hall complies with OHASA standards, Manage and track staff performance and apply corrective action where applicable, Ensure direct report team deliver world class service.

Manage

Risk & Operations, ensure compliance to operational and legislative requirements are adhered to, Ensure Key Individual (KI) FAIS responsibilities are executed as per compliance guidelines.

Nedbank Service Consultant (Start Date: 06/06/2011 – End Date: 02/01/2013)

Nedbank (Mabopane and Thorn Tree)

Job Responsibilities: Effectively managing client service. Manage operational effectiveness through the uptime of all devices in Self-service, ATM the Automatic Teller Machines/ intelligent depositors and the Self-Service Kiosks and educate clients on online banking. Manage queues.

Build and maintain client relationships by keeping clients informed, Ensure ATM/ID availability through balancing and loading of cash and attending to down devices, Execute on cash management Treasury. Minimize losses and ensure corrective action is taken by declaring any discrepancies in cash holdings, Prevent fraud and losses. Complete the administrative duties as per the process.

Nedbank Sales Consultant and financial Adviser (Start Date: 01/02/2009 – End Date: 05/06/2011)

Nedbank (Soshanguve (Container) and Mabopane)

Job Responsibilities: Deliver and achieve all in-branch daily, weekly and monthly sales opportunities by following business unit sales strategy, improve performance based on management guidance and feedback, Market financial products to new and existing clients. Resolve client queries by following business procedure and keeping client informed, ensure retention of clients full banking relationship through client service and client contact, reduce fraudulent transactions by reporting suspicious transactions to the relevant department, ensure personal growth and enable effectiveness in performance of roles and responsibilities.

Nedbank In retail Manager (Start Date: 06/07/2008 – End Date: 31/01/2009)

Nedbank (Pick n Pay Montana)

Job Responsibilities: Maintain a successful collaboration between Pick n Pay and Nedbank. Sell Nedbank Products and offer credit to Pick n Pay clients who cannot buy in cash. Support the achievement of the business strategy, objectives, and values. Drive needs-based selling through the sales staff, Identify and communicate sale opportunities and collaborate with sales and service teams in Pick n Pay.

Manage controllable expenses (i.e. overtime, stationery, telephone, traveling) within the agreed financial parameters, Manage Frauds and Losses, ensure direct report team deliver world class service by effective use of client experience measurement tools, Manage Risk & Operations, ensure compliance to operational and legislative requirements are adhered to, Achieve regulatory compliance objectives for FAIS, AML, FATCA, TCF & POPPIA.

Truworths and Identity: (Start Date: 03/06/2004) – End Date: 20/05/2008)

Brooklyn, Brits and Wonderpark Mall

Job Responsibility: Drive sales, manages daily operations, and ensures visual merchandising standards are met in a fast-paced fashion environment. Key responsibilities include achieving turnover targets, managing stock loss/shrinkage, controlling expenses, and recruiting, training, and motivating staff to deliver excellent customer service.

• Certificate in long term insurance (Completion date: 09/01/2026 with Kairo training College.
• Popi act and Compliance (Completion date: 20/11/2025 with Kairo training College.
• AI in long term insurance (Completion date: 13/11/2025 with Kairo training College.
• Ethics and Compliance (Completion date: 20/11/2025 with Kairo training College.
• FICA Awareness (Completion date: 17/12/2025 with Kairo training College.
• Certificate of Fais CPD hours in long term insurance (Completion date: 01/06/2024 to 31/05/2025 with Gifts institute of financial science.
• Certificate of Class of Business 3 Long Term Insurance (Completion date:17 /04/2025) with Graduate institution of financial science.
• Certificate of Legislative Compliance and Risk Training Workshop (Completion date: 14/10/2025) Completed with Complyeeze Academy.
• National Diploma in Marketing (Completion date: 01/01/2016) Completed with Higher Education and Training.
• Regulatory Examination Certificate RE1 (01/02/2022) Completed with Moonstone.
• Approved as a Key Individual (KI) in terms of Section 8(3) of the Act with effective from (08/02/2023).
• Regulatory Examination Certificate RE5 (06/02/2013) Completed with Moonstone.
• Short-term Insurance: Personal Lines Certificate (29/06/2020) Completed with Milpark Education
• Long-term Insurance Certificate (29/06/2020) Completed with Milpark Education.
• Short -term and Long-term Deposits Certificate (06/06/2020) Completed with Milpark Education.
• BANKFAIS Fit and Proper Skill Assessment (NQF Level 4) (Completion date (11/05/2009) Completed with Milpark.
• Matric Completed (2001) Mmanotshe Moduane High School