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Daneel Townsend

@daneeltownsend

Message

Experienced finance team leader with a strong background in incident management.

South Africa

Message

What I'm looking for

I am looking for a role that offers opportunities for growth and challenges in finance and team management.

I am a dedicated finance professional with extensive experience in team leadership and incident management. Over the past several years, I have successfully led teams at FNB, where I focused on quality delivery and compliance, ensuring that my team met and exceeded performance standards. My role as a Team Leader involved not only overseeing daily operations but also hiring, training, and mentoring staff to foster a productive work environment.

Throughout my career, I have developed a strong skill set in financial query resolution, report generation, and client relationship management. I have a proven track record of managing complex financial issues and ensuring that client needs are met promptly and effectively. My experience includes working with various banking systems and tools, which has equipped me with the technical knowledge necessary to excel in fast-paced environments.

Experience

Work history, roles, and key accomplishments

Team Leader, Finance Merchant

FNB

May 2020 - Nov 2022 (2 years 6 months)

Led a team of 21 agents in MS Finance and Incident Management, ensuring quality delivery and compliance with standards. Responsible for planning, implementing workforce strategies, and overseeing staff, including hiring and training.

Team Leadership Workforce Management Quality Assurance Incident Management SAP Hogan Remedy

Call Center Agent Financial and Incident Management

FNB

May 2015 - Sep 2020 (5 years 4 months)

Assisted clients with telephonic and email financial queries, providing analysis and resolution while escalating issues as needed. Managed and resolved customer complaints, including those from Care/Hello Peter, and ensured follow-up on escalations within strict SLAs.

Customer Service Financial Queries Account Reconciliation Remedy Powercard Power BI CommunixX Service Now ServiceNow

Team Leader

FNB Global Transactional Services

Sep 2011 - Sep 2012 (1 year)

Managed the opening and closing of DDA accounts and updated mandates, ensuring data integrity on bank systems. Responsible for managing inactive, dormant, and escheatable accounts, as well as signing off daily reports and preparing statistics.

Account Management Data Integrity Reporting Statistics CIS Hogan

Product Specialist

FNB Corporate Core Banking

Apr 2007 - Sep 2011 (4 years 5 months)

Liaised with customers regarding DDA account requirements and managed client database updates, including opening and closing accounts. Identified and managed risk controls, core processes, and procedures, while also compiling daily reports.

Database Management Risk Management Process Improvement Reporting Microsoft Word PowerPoint