Open to opportunities

Irvine Mnkandla

@irvinemnkandla

Message

I build high-performing banking sales and contact centre teams.

South Africa

Message

I've led Absa personal-loan contact centre operations through Market SA, rebuilding an outbound sales team from 3 to 21 agents and delivering more than R27 million in loan disbursements in a peak month. I currently manage end-to-end personal-loan application processing, underwriting validation, risk factors, and authorised payout overrides for Absa and non-Absa clients.

Across 13+ years in banking operations, sales management, credit assessment, and quality assurance, I've improved sales pipelines, coached frontline teams, and maintained rigorous compliance. My experience includes high-volume outbound telesales, QA benchmarking at Hollard, customer advisory, cross-selling, dispute resolution, Salesforce CRM, and FAIS/POPIA-aligned operations.

Experience

Work history, roles, and key accomplishments

Current

Credit Assessor / Team Leader

Current

Absa Bank

Aug 2023 - Present (3 years)

Managed end-to-end processing of personal loan applications, validating underwriting criteria and executing authorized system overrides for loan payouts. Led operational team meetings, drafted performance documentation, and ensured metric visibility.

Credit Risk Assessment Underwriting Loan Processing Regulatory Compliance Team Leadership

Team Leader / Sales Manager – Personal Loans

Absa Bank

May 2021 - Jul 2023 (2 years 2 months)

Rebuilt and scaled an outbound personal loan sales team from 3 to 21 agents, stabilizing operations post-COVID. Drove sales performance, securing over R27 million in loan disbursements in a single peak month and R9 million in the opening phase.

Sales Management Team Leadership Outbound Sales Quality Assurance Pipeline Analysis

Quality Assurance Personnel

Hollard

Jun 2020 - Apr 2021 (10 months)

Monitored, audited, and scored customer interactions against organizational standards to ensure regulatory alignment and soft skill proficiency. Collaborated with leadership to design and benchmark new QA assessment matrices.

Quality Assurance Audit Regulatory Compliance Benchmarking

Sales Manager – Personal Loans

Absa Bank

Mar 2019 - Mar 2020 (1 year)

Directed high-volume outbound telesales for a unit of 12 agents, yielding over R13 million in personal loan disbursements in 6 months. Dissected campaign lead data, optimized dialler efficiency, and reported performance to stakeholders.

Sales Management Telesales Training Reporting

Call Centre Agent / Inside Sales Representative

Market SA

Apr 2010 - Feb 2019 (8 years 10 months)

Delivered customer advisory and cross-selling services across banking portfolios including credit cards, current accounts, and loans. Consistently surpassed monthly acquisition and conversion thresholds while maintaining high script compliance and quality scores.

Customer Service Cross Selling Telesales Compliance