Violet Phahlane

I am a results-driven financial services professional with 22 years of experience in banking and 5 years in regulatory environment. Specialising in, credit management, debt collections, and sales relationship management. Highly skilled in team leadership, process improvement, and regulatory reporting, with a consistent record of upholding service excellence and maintaining stringent regulatory standards.

I have extensive experience with prominent institutions such as ABSA and FNB Banks, having held key roles including Customer Relationship Manager, Credit Manager, Credit Analyst, and Relationship Analyst.

Responsibilities have encompassed product sales and advisory, customer onboarding, relationship management, banking operations, credit collections, credit assessment, and ensuring compliance with the National Credit Act (NCA), Financial Intelligent Centre Act (FICA) regulatory requirements and bank credit policies and standards. My Core competencies include analytical thinking, strategic and project planning, risk and data analysis, service delivery, conflict resolution, report writing, staff development, effective communication, project management, and advanced computer literacy. Proficient at customer service, relationship management, time management, negotiation, accounting, financial analysis, networking, teamwork, customer orientation, and strategic implementation.

I am recognised for outstanding leadership, goal orientation, assertiveness, and the ability to manage and develop teams effectively. I have strong interpersonal skills, troubleshooting capabilities, and stress management further support a commitment to delivering results and driving organizational success. Adaptable and committed to continuous learning and professional development, I am confident in my ability to excel in new situations and contribute significant value to any team.

Analyst: AML/CFT Supervision Department - Financial Sector Conduct Authority (FSCA)

(2020-10)

• Monitor compliance with the Financial Intelligence Centre Act (FICA) by identifying and reporting sector trends within the financial services industry.
• Conduct on-site and off-site inspections of accountable institutions to assess regulatory adherence.
• Investigate and resolve complaints related to financial sector conduct.
• Participate in FSCA and industry committees, contributing to policy development and sector oversight.
• Liaise regularly with internal and external stakeholders to ensure effective communication and regulatory cooperation.
• Oversee the execution of supervisory plans, ensuring timely completion and quality outcomes.
• Manage project scope, planning, and timelines for regulatory and compliance initiatives.
• Implement policies, guidelines, and procedures to support regulatory objectives.
• Monitor international trends and developments, adapting supervisory approaches as needed.
• Engage industry stakeholders and innovate processes to enhance sector performance and compliance.

Private Banker - ABSA Bank

(2016-01 - 2020-10)

• Managed a portfolio of high-value clients, delivering tailored banking, credit, and investment solutions aligned with client needs and bank policy.
• Supervised sales support teams, ensuring high service standards, timely resolution of complaints and queries, and compliance with all regulatory requirements.
• Led customer onboarding, relationship management, and cross-selling of banking products, consistently achieving sales and service targets.
• Conducted regular quality assurance and client satisfaction assessments, driving process and service improvements.
• Acted as escalation point for complex queries and regulatory issues, engaging with senior management and external stakeholders as required.
• Contributed to business planning, budgeting, and implementation of strategic initiatives.

Relationship Banking & Relationship Manager – (Business Banking) - ABSA Bank

(2014-01 - 2016-01)

• Collaborated with business units to develop and maintain strong client relationships, providing high-level expertise in business finance and investments.
• Identified and acquired new business opportunities, achieved net income targets, and increased average balances in assigned liability portfolios.
• Managed and grew existing client portfolios, maximized cross-selling opportunities, and strengthened ongoing client partnerships.
• Monitored and evaluated organizational risk, ensuring compliance with regulatory standards and frameworks, including FICA.
• Liaised with clients in a professional and helpful manner, responded promptly to customer requests, and resolved complaints efficiently.
• Analysed customer feedback to enhance service delivery, proposed service improvements, and ensured all processes met agreed standards.
• Managed stakeholders, adhered to SLA agreements, and consistently delivered on operational and cost objectives.

Credit Management/ Risk Management Role (Mandate Holder) - Commercial and Business Banking Credit - ABSA Bank

(2008-05 - 2014-01)

• Conducted full credit assessments for new, existing, and restructured accounts, including financial analysis, credit submissions, risk profiling, and collateral reviews.
• Presented complex credit proposals to Credit Committee, exercised delegated authority to approve loans and credit limits, and managed end-to-end credit processes for commercial clients.
• Ensured compliance with NCA, FICA, and internal bank policies; archived documentation for audit and addressed audit findings with remedial action.
• Led and supervised credit and collection support teams, providing training, mentorship, and performance management.
• Communicated outcomes of credit applications, coordinated committee meetings and compiled credit performance reports.
• Developed and implemented process improvements to enhance turnaround times, reduce risk, and optimize customer service.

Credit/Collection and Restructuring (Mandate Holder) – Commercial and Business Banking Credit - ABSA Bank

(2008-05 - 2014-01)

• Assisted in the review and enhancement of risk management processes, policies, and frameworks.
• Continuously monitored client performance for risk indicators, conducting formal reviews to identify changes in client business or operating environments.
• Ensured ongoing adherence to loan and facility terms and conditions; addressed deviations with clients and escalated concerns to management or initiated collection/risk management procedures as necessary.
• Proactively identified high-risk or problematic clients, provided specialist input, and implemented effective loss prevention measures.
• Managed, monitored, and communicated risks related to outstanding collateral within the team, ensuring robust risk oversight.
• Ensured full compliance with the bank's risk management policies, procedures, and relevant legislative requirements (e.g., National Credit Act, FIC Act).
• Scanned the business and operating environment to detect emerging risks and responded appropriately to changes.
• Assessed and evaluated delinquent client portfolios, as well as repayment arrangements, ensuring effective recovery strategies.
• Participated in the strategic design and evaluation of Collections Operations incentive programs to improve team performance and achieve collection targets.
• ensuring compliance with legislative requirements; and
• ensured that the company's collections operations were successful and contributed to achieving budgeted targets.

Relationship Analyst (Commercial Banking) - First National Bank

(2007-03 - 2008-05)

• Ensure revenue growth for the team portfolio, consistently achieving or exceeding budget targets.
• Delivered exceptional customer experiences, ensuring high client satisfaction and loyalty.
• Managed and expanded the active customer account base, increasing the overall client portfolio.
• Maximized cross-selling opportunities within the business portfolio and strengthened client relationships.
• Converted identified leads into successful sales, achieving individual and team sales targets.
• Ensured full compliance with governance, legislative, and audit requirements.
• Managed effective data processes, including timely action on expired limits in line with set targets.

Credit Analyst (Mandate Holder) – Housing Finance - First National Bank

(2006-01 - 2007-03)

• Assessed home loan applications received from branches, bond originators, and external sales consultants, ensuring completeness and compliance with FNB credit policies and procedures.
• Managed credit risks for a portfolio of clients by conducting thorough credit and risk assessments.
• Verified and validated income, supporting documentation, and credit records using Experian or ITC, aligning findings with clients' statements of income, expenditure, balance sheets, and cash flow statements.
• Requested and analysed valuation reports, making informed lending decisions based on comprehensive risk analysis.
• Facilitated the end-to-end home loan application process, ensuring a seamless client experience and adherence to all internal controls.

Credit Officer (Seconded as Project Coordinator) - ABSA Bank

(2004-12 - 2006-01)

• Assisted and supported the project manager and project team in the development and testing of a system designed to manage inbound and outbound collection pools.
• Reported on system functionality to the project manager, took meeting minutes, and ensured adoption of agreed actions.
• Validated system functionality during prototyping, logged incidents and queries, and tracked resolutions to ensure timely problem-solving.
• Compiled detailed matrix reports and contributed to staffing and Key Performance Area (KPA) assessments, analysing workload and resource requirements.
• Monitored project budget, ensuring correct allocation of hours and adherence to cost centre protocols.
• Validated account collection scripts for compliance and accuracy and ensured accounts were correctly queued according to client behaviour.
• Monitored and assessed the effectiveness of the collection cycle, recommending adjustments for optimization.

Officer Collections (Retail Bank) - ABSA Bank

(2003-03 - 2004-12)

• Managed a portfolio of out-of-order accounts, focusing on normalization and rehabilitation to ensure high-quality assets were maintained on the bank's books.
• Oversaw the credit management of out-of-order accounts, making informed business decisions based on creditworthiness and recovery potential.
• Provided specialized support to SBU branches to maintain a strong customer focus and facilitate account rehabilitation.
• Assessed and determined whether to write off or restructure accounts, considering organizational financial performance and risk minimization strategies.
• Developed and implemented clear policies and procedures for managing out-of-order accounts, aiming to reduce risk and maximize profitability.
• Communicated decisions regarding account management effectively to customers and implemented strategies to prevent future delinquencies.
• Created and executed individualised strategies to help customers rectify out-of-order accounts and return to good standing.

Creditor's Clerk / Admin Clerk - ABSA Bank

(1997-07 - 2003-03)

• Captured and maintained accurate client information in bank systems.
• Processed journals and performed general bookkeeping duties.
• Handled a range of general administrative tasks to support branch operations.

Bachelor of Commerce Honours - Business Management - UNISA (2025-02-15)

Postgraduate Certificate - Anti-Money Laundering and Counter Financing of Terrorism - WITS (2023)

Diploma - Credit Management - UNISA (2014-04-23)

Certificate - Advance Project Management Program - Damelin (2007-03-28)

Diploma - Fundamentals Project Management - Damelin (2006-03-13)

Certificate - N+ computer networks - UNISA Center For Software Engineering (2003-12-18)

Diploma - Management Assistant, N2, N3, N4, and N5 business management - Tshwane North College (1994 - 1997)

Senior Certificate Grade 12 - Lwamondo Secondary (1993-12)