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I am a results-driven professional with 19+ years in high-volume financial services, focusing on operational excellence, digital transformation, and revenue growth. I leverage data analytics, Six Sigma, and CRM solutions to optimize processes and enhance customer experiences. I am a strategic problem-solver who thrives on standardization, mentoring teams, and delivering measurable business impact.…I am a results-driven professional with 19+ years in high-volume financial services, focusing on operational excellence, digital transformation, and revenue growth. I leverage data analytics, Six Sigma, and CRM solutions to optimize processes and enhance customer experiences. I am a strategic problem-solver who thrives on standardization, mentoring teams, and delivering measurable business impact.

Akhtar Kader

Project Manager, Designer, Brand Designer, +2

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I am a results-driven professional with 19+ years in high-volume financial services, focusing on operational excellence, digital transformation, and revenue growth. I leverage data analytics, Six Sigma, and CRM solutions to optimize processes and enhance customer experiences. I am a strategic problem-solver who thrives on standardization, mentoring teams, and delivering measurable business impact.…I am a results-driven professional with 19+ years in high-volume financial services, focusing on operational excellence, digital transformation, and revenue growth. I leverage data analytics, Six Sigma, and CRM solutions to optimize processes and enhance customer experiences. I am a strategic problem-solver who thrives on standardization, mentoring teams, and delivering measurable business impact.

Available to hire

I am a results-driven professional with 19+ years in high-volume financial services, focusing on operational excellence, digital transformation, and revenue growth.

I leverage data analytics, Six Sigma, and CRM solutions to optimize processes and enhance customer experiences. I am a strategic problem-solver who thrives on standardization, mentoring teams, and delivering measurable business impact.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Language

English

Fluent

Work Experience

Transactional Support Consultant at Standard Bank

January 1, 2024 - Present

Led outbound campaigns targeting 1,000–1,500 clients monthly using Next Best Action analytics to meet annual sales targets. Drove cross-sell growth by 90% through strategic lending product placements. Managed a portfolio of 2,000 clients, boosting profitability by 90% via tailored financial solutions and value-added services. Migrated 95% of the client base to digital channels (Smart App/Internet Banking), cutting in-branch visits and manual processing costs by 85%. Oversaw onboarding for 2,000 new clients monthly, achieving 100% activation within 30 days. Resolved 95% of inquiries at first contact, with zero backlog for 12 consecutive months. Maintained a single 360° client view and delivered R30M in cumulative revenue over 24 months.

Admin/OHSA Consultant at Standard Bank

November 1, 2019 - January 1, 2024

Managed relationships with 300 external vendors to secure competitive pricing and service delivery. Audited and processed over 200 vendor invoices monthly with 100% accuracy. Resolved 300+ IT and administrative tickets monthly via Remedy, reducing non-core tasks by 60% for the Engineering team. Consistently exceeded SLA targets, maintaining 99% internal CSAT, and ensured 100% availability of critical operational consumables. Led site compliance through weekly/monthly audits and oversaw OHASA adherence for on-site vendors and contractors.

Social Media Moderator at Standard Bank

April 1, 2016 - November 1, 2019

Managed 1,000+ weekly interactions across 8+ platforms (e.g., WhatsApp, WeChat, Instagram, LinkedIn) with 100% brand-voice consistency. Maintained a safe environment by enforcing guidelines, resolving safety violations within 30 minutes, and driving rapid-response escalations. Trained all new moderators on conflict resolution and platform protocols within 14 days. Achieved a 4.5/5 CSAT across direct inquiries and upheld POPIA/GDPR standards with zero security breaches and 100% credential verification.

Debit Order Switching Consultant at Standard Bank

September 1, 2012 - April 1, 2016

Managed 5,000+ Debit Order Switching and salary transfer requests monthly with 100% SLA adherence, ensuring continuous payment cycles. Orchestrated activation for 10,000+ accounts across Branch and RCCC/DCS channels with a 98% pull-through rate. Maintained 5-year track record of zero confidentiality breaches per POPIA policies. Conducted 600+ proactive outbound switches weekly, increasing immediate account engagement. Translated raw data into weekly leadership reports to identify bottlenecks and improve resource allocation by 80%.

Quality Analyst at Standard Bank

March 1, 2010 - February 1, 2013

Implemented corrective action plans that reduced recurring customer complaints by 90%. Mapped 300 end-to-end workflows to reduce handoff delays by 80% and improve throughput. Eliminated redundant steps across 300+ query types, saving ~4 hours weekly. Produced monthly trend reports guiding leadership decisions, reducing operational losses by ~75%. Monitored KPIs to ensure 100% SLA adherence across nine service lines and audited 1,600+ documents monthly to maintain KYC, FICA, FAIS, and NCA compliance. Conducted 80 daily QA evaluations and mentored 1,500+ staff, cutting re-work by 90%.

Call Centre Agent (Vehicle Finance) at Standard Bank

April 1, 2009 - March 1, 2010

Resolved complex vehicle loan inquiries (balloon payments, interest rates, settlements) and managed documentation for vehicle substitutions, insurance updates, and NATIS on loan maturity. Executed debit order shifts, payment holidays (where eligible), and partial capital reductions with 99.9% accuracy. Performed FICA, NCA, and AML verifications on every interaction to mitigate fraud. Aimed to resolve 90% of inquiries on first contact.

Customer Service/Administration (Vehicle Finance) at Standard Bank

January 1, 2007 - April 1, 2009

Managed end-to-end debit orders (loading, cancellations, reinstatements) with 99.9% accuracy. Generated settlement figures, part-settlements, and asset substitutions to enable client liquidity and portfolio mobility. Processed reversals of service fees and charges within delegated authority. Handled high-volume telephonic and digital engagement with stakeholders to resolve complex queries. Prepared 5,000 monthly financial requests with 100% accuracy and maintained a portfolio valued at R20 million, including 1,000+ active accounts. Resolved high-priority queries within 2 hours, consistently surpassing SLAs, and facilitated 4,000 vehicle ownership transfers with 9/10 client satisfaction. Digitized 60 high-value documents daily to streamline retrieval.