Zanele Okumbor
Regional Manager – Client Liaison
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About
Influential and results-driven Regional Manager with over a decade of experience in banking and healthcare administration. Proven ability to lead high-performing teams, build strong stakeholder relationships, and drive service excellence. Skilled in strategic planning, operations management, and customer experience improvement. Passionate about developing people, enhancing performance, and delivering impactful results.
Experience
Regional Manager: Client Liaison Division - Government Employees Medical Scheme (GEMS)
(2016-01)
- Lead and manage regional Client Liaison Offices to ensure high-quality service delivery
- Drive stakeholder engagement and maintain strong relationships with members and stakeholder partners
- Ensure resolution of client queries within defined service standards
- Monitor performance metrics and implement improvement strategies
- Prepare reports, analyze trends, and recommend operational enhancements
- Oversee compliance with procurement and supply chain policies
- Develop and implement strategic partnerships
- Manage team performance through goal setting, coaching, and development
- Ensure risk identification and mitigation across operations
- Represent the GEMS brand and uphold organizational values
Acting Branch Manager / Customer Service & Hosting Manager - ABSA Bank - Polokwane
(2006-01 - 2016-12)
- Led and developed high-performing teams through coaching and performance management
- Managed branch financial performance including income, costs, and balance sheet
- Ensured compliance with operational risk and regulatory requirements
- Oversaw customer service delivery and resolved escalated issues
- Conducted audits and quality checks on high-risk transactions
- Managed fraud investigations and risk reporting processes
- Built strong client relationships and supported business growth initiatives
- Supported regional planning and participated in strategic forums
- Managed recruitment, training, and staff development
- Drove customer acquisition, retention, and service improvement initiatives
Education
Advanced Diploma - Business Management - Management College of South Africa (2021-12)
National Diploma - Marketing - University of South Africa (2015-12)
Matric - Holy Trinity High School (1997-12)
