Looking for a job

Ntombozuko Mdunyelwa

@ntombozukomdunyelwa

Message

Claims Team Leader at Standard Bank managing national building claims and tracking quality with Power BI and Excel.

South Africa

Message

What I'm looking for

I’m available for full-time remote or independent contractor work, Monday–Friday, aligned to US business hours (PST).

At Standard Bank, I lead national building claims operations for the Personal & Private Banking portfolio, handling claims from fire, storm, and plumbing to theft and accidental damage. I also follow up on outstanding claims to protect turnaround times and service standards.

I use Salesforce, AWS, TCS, Remedy, and SNOW to manage claims end to end. With Power BI and Excel, I track quality, productivity, and loss-leakage trends; my team’s QA audit scores are 96%+ against a 98% target.

Previously at Standard Bank, I coached claims and IVR teams, created training materials, and partnered with Learning & Development on leadership and complaints-handling training. I taught myself TCS through developer sessions and testing, wrote a system manual, and trained the wider team.

Across claims, customer service, and sales roles, I’ve supported complaints resolution, performance improvement, and customer service. I use Microsoft Copilot for reading and interpreting large documents, and completed a Generative AI certificate covering ethical AI use, LLMs, and AI-driven app development.

Experience

Work history, roles, and key accomplishments

Current

National Claims Team Leader

Current

Standard Bank

Mar 2026 - Present (7 months)

Lead national claims operations for the Personal & Private Banking building claims portfolio, covering fire, storm, geyser, electrical, solar, plumbing, roofing, theft, subsidence, landslide, and accidental damage claims end to end. Drive outbound follow-up on outstanding claims to protect turnaround times and service standards.

Salesforce AWS TCS Remedy SNOW Power BI Excel Claims Management Policy Interpretation Coverage Analysis Liability Determination Loss Adjustment Expense Fraud Detection Stakeholder Management Continuous Improvement

Claims Coach/Administrator & IVR Line Team Leader

Standard Bank

Dec 2024 - Feb 2026 (1 year 2 months)

Directed operational performance across claims and IVR teams, ensuring SLA adherence and service recovery. Delivered live, real-time coaching to frontline consultants on call handling, tone, and resolution to improve first-contact outcomes.

Remedy SNOW TCS Coaching Training SLA Adherence Service Recovery System Enhancements Bug Tracking

HOC Private Banking Team Leader

Standard Bank

Jul 2023 - Nov 2024 (1 year 4 months)

Oversaw national building/home claims call centre operations across fire, storm, geyser, electrical, solar, plumbing, roofing, theft, subsidence, and landslide claims, ensuring cost containment and service levels. Conducted root-cause analysis to resolve customer complaints and reduce repeat contacts.

Claims Management Cost Containment Service Level Management Root Cause Analysis Coaching Performance Management

HOC Claims Consultant

Standard Bank

Aug 2022 - Jul 2023 (11 months)

Registered and managed homeowner claims spanning fire, storm, geyser, electrical, solar, plumbing, roofing, theft, subsidence, landslide, and accidental damage; validated processes and approved payments. Conducted deep dives on outstanding claims to accelerate resolution.

Claim registration Claims Verification Payment Authorization Claims Resolution

Claims Team Manager

Auto & General

Apr 2021 - Apr 2022 (1 year)

Led a team of claims consultants, delivering QA coaching, performance reporting, and compliance support. Recognized with the Innovation Award for driving a 6-week complaints management initiative.

Team Leadership QA Coaching performance reporting Compliance Complaints Management

Claims Consultant

Auto & General

Aug 2020 - Mar 2021 (7 months)

Guided customers through claims processes and resolved escalations.

Claims Processing Customer Guidance Escalation Resolution

CSD Consultant

Auto & General

Feb 2019 - Jul 2020 (1 year 5 months)

Provided inbound support to Australian insurance clients, processed payments, and improved retention.

Inbound Support Payment Processing Customer Retention

Sales Representative

Affinity Health

Oct 2018 - Jan 2019 (3 months)

Converted leads into successful health and dental insurance sales, applying structured outbound cadences.

Sales Lead Conversion Outbound Calling

Customer Service Team Manager

Conduent

Nov 2017 - Jan 2018 (2 months)

Led a team of 13 consultants in inbound call performance and QA compliance.

Team Leadership Inbound Call Management QA Compliance

Sales Team Manager

Conduent

Mar 2017 - Oct 2017 (7 months)

Trained and managed 12 consultants to consistently achieve outbound sales KPIs. Awarded Team Leader of the Month for exceeding sales targets.

Sales Management Training KPI Achievement Outbound Sales

Sales Associate

RBA Homes

Nov 2015 - Feb 2017 (1 year 3 months)

Delivered property sales and educated first-time buyers. Served as MC for company seminars.

Property Sales Customer Education Event Hosting

Education

Degrees, certifications, and relevant coursework

MANCOSA

Bachelor of Business Administration, Business Administration

Pursuing a Bachelor of Business Administration with an expected completion in 2027.

Melsoft

Generative AI Certificate, Generative AI

2026 - 2026

Completed a Generative AI certificate covering ethical AI use, LLMs, and AI-driven app development, including designing and implementing AI case studies for business improvement.