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Ntando Mabunda

@ntandomabunda

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Operations specialist at FNB supporting banking operations and commercial portfolios.

South Africa

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At FNB, I coordinate banking operations across banking products, mobile services, SIM and device administration, and help resolve complex customer and operational issues with internal teams. I also produce operational reports and have maintained customer satisfaction above 95% while meeting quality and productivity targets.

In my current roles at FNB, I support commercial portfolio management by analysing financial information and compiling portfolio, excess, and credit reports. Earlier, at Black Business Council, I coordinated projects, budgets, and stakeholder engagement, contributing to a 25% increase in sponsorship revenue.

Experience

Work history, roles, and key accomplishments

Current

Second-in-Command (2IC) to Team Leader

Current

FNB Connect

Nov 2025 - Present (11 months)

Provide operational leadership and ensure business continuity in the manager's absence. Coordinate daily operations, monitor workload distribution, escalations, and service delivery to ensure SLA adherence.

Operations Coordination Stakeholder Management Escalation Management SLA Adherence Reporting Resource Allocation Quality Assurance Cross Functional Collaboration

Current

Relationship Analyst, Job shadowing

Current

FNB

May 2025 - Present (1 year 5 months)

Support Relationship Managers in managing commercial client portfolios across multiple industries. Analyze financial statements and compile reports to support lending and relationship management decisions.

Financial Analysis Credit Assessment Portfolio Management Reporting Stakeholder Coordination Commercial Banking

Current

Banking Operations and Customer Support Specialist

Current

FNB Connect

Jul 2021 - Present (5 years 3 months)

Coordinate end-to-end operational processes for banking products, mobile services, and SIM/device administration. Investigate and resolve complex customer and operational issues, and produce operational reports to support management decisions.

Banking Operations Customer Support Process Improvement Reporting Data Analysis Compliance SLA Management Escalation Management

Customer Service Consultant

FNB

Jun 2019 - Jun 2021 (2 years)

Educated customers on banking products and cross-sold services, increasing customer portfolios by 20%. Resolved complaints promptly, achieving a 95% customer satisfaction rate.

Customer Service Cross Selling Complaint Resolution POPI Act Compliance Communication Skills

Debt Collector

Transactional Capital Recoveries

Jan 2019 - May 2019 (4 months)

Negotiated payment plans with debtors, achieving a 30% increase in debt recovery rates. Maintained detailed records of communications, contributing to improved compliance and reporting accuracy.

Debt Collection Negotiation Customer Service Record keeping Compliance

Portfolio Administrator & Coordinator

Black Business Council

Sep 2017 - Oct 2018 (1 year 1 month)

Coordinated portfolio activities and supported project/event execution, managing schedules, budgets, and stakeholder communication. Developed sponsorship strategies that increased sponsorship revenue by 25%.

Portfolio Management Project Coordination Budget Management Stakeholder Engagement Event Planning Reporting Documentation

Receptionist & Debt Collector

Church of Jesus Christ of Latter-Day Saints

Jan 2017 - Aug 2017 (7 months)

Scheduled meetings and coordinated administrative activities. Collected overdue debts with a 90% recovery rate while maintaining precise financial records.

Administrative Support Debt Collection Scheduling Financial Record Keeping