Chinedu Obi Email & Phone Number

Hull, England, United Kingdom

1. Performance Analysis• Monitor Bodyshop metrics such as KPIs, capacity, breaches, complaints, cancellations, conversion rates, and costs.• Analyse regional trends causing friction, resolve issues with stakeholders and escalate unresolved concerns to the Regional Network Controller.2. Data Utilisation• Use Nucleus, PowerBI, and Microsoft Excel for data analysis, reporting, and aiding the Regional Network Controller in forecasting and capacity planning.• Identify and rectify data inaccuracies in company systems to ensure accurate performance reporting.3. Stakeholder Engagement• Organise and participate in repair review meetings to enhance Bodyshop performance.• Collaborate with Regional Network Coordinators to address escalated queries and escalate unresolved issues to higher management when needed.• Foster strong relationships within the repair network for seamless customer repair experiences.4. Audit and Compliance• Schedule and oversee Repairer Audits with the Regional Business Manager and Audit Teams to ensure adherence to internal and external compliance standards.• Report potential repairer business continuity risks to the Regional Network Controller and Network Manager.5. Complaint and Issue Management• Handle complaints per company policy, ensuring comprehensive information capture for resolution.• Address regional issues in daily buzz calls, focusing on performance, allocations, and other regional concerns.6. Reporting and Collaboration• Provide analytical support for departmental, regional, or client reporting needs.• Work towards achieving performance targets as set by the Line Manager.7. Adherence to Policies• Maintain compliance with company policies and procedures while aligning duties with client values.

Hull, England, United Kingdom

* Maintained a thorough and up-to-date understanding of SLAs and KPIs required of repairers as Vizion members.* Regularly reviewed KPIs to ensure repairers adhered to performance expectations.* Ensured accurate processing and timely deployment or reallocation of claim notifications to repairers using a rules-driven in-house management system within SLA timelines.* Provided detailed investigative feedback on queries raised by the company or clients, ensuring clarity and resolution.* Progressed customer claims efficiently within the company’s management system, adhering to internally agreed SLAs.* Monitored and managed daily tasks to meet SLA requirements consistently.* Oversaw Bodyshop performance, focusing on KPIs, breaches, and cancellations to improve overall outcomes.* Built and maintained strong relationships within the repair network, facilitating a seamless customer repair process from initiation to completion.* Acted as the first point of contact for repair network members, clients, customers, and team members, offering progress updates when required.* Handled incoming calls and emails promptly and professionally, addressing inquiries or actions promptly.* Regularly monitored personal and shared inboxes, ensuring emails were actioned without delay.* Recorded and reported client issues and feedback to the Line Manager, Network Performance Analyst, and Management Team when necessary.* Assisted with reporting requirements for analysis and management of the department, region, or client.* Collaborated with the designated Network Performance Analyst and other departments to seek support or resolve issues.* Worked diligently to achieve daily, monthly, and annual targets set by the Team Leader or Line Manager.* Supported colleagues by assisting with other caseloads to maintain full-service delivery.* Ensured all claims data was accurately recorded and updated with information from all relevant sources.

As a Scrum Master at Transroute Technology during my contract period, I was instrumental in implementing an Account Payment System aimed at helping Small and Medium Enterprises (SMEs) optimise their collections and payment processes. This innovative software application enabled Fintech companies to seamlessly integrate with commercial bank payment systems, streamlining payments and dispute management for a diverse customer base.I worked closely with stakeholders and the Scrum Team to establish a clearly defined product goal, ensuring the delivery of maximum value from the automated system. By championing the Scrum framework, I facilitated key Scrum ceremonies, including sprint planning, daily stand-ups, sprint reviews, and retrospectives. This approach fostered team alignment, transparency, and continuous improvement.In addition to facilitating Scrum practices, I provided strategic coaching to the Product Owner, supporting the product roadmap and backlog. This ensured the delivery of incremental value while aligning the team's efforts with business objectives.Through my contributions, I helped create a structured, collaborative, and efficient implementation process that successfully addressed the needs of both the business and its customers.

* Managed the corporate e-product development cycle, including prototyping designs and coordinating mass production.*Onboarded merchants onto payment and collection platforms like Etranzact (CorporatePay, Payoutlet), Interswitch (Paydirect, Webpay, etc.), and School Portal Solutions.* Oversaw all aspects of the organisation’s digital channels, including a third-party digital platform for collections, corporate internet banking, and other web payment solutions. Articulated the value of "Digital" by integrating it into the business operating model, focusing on sales revenue, cost savings, and customer experience.* Led multiple workstreams, collaborating with IT, third-party providers, partners, vendors, and other stakeholders to identify and implement technological solutions that improved digital financial services for corporate, retail, and business customers.* Engaged in training related to various card products, including MasterCard and local Varve cards.* Promoted e-channels as a key revenue delivery method, running digital marketing campaigns to maximise ROI for the bank. Facilitated customer forums and regional/branch training to improve understanding of the bank's e-channels, driving increased income and revenue streams.* Managed and supervised the Product Design and Product Campaign officers, ensuring the successful delivery of their daily tasks.

Lagos

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* Collaborated with internal teams and external clients to gather requirements for product development requests, ensuring alignment with business needs and objectives.* Organised and outlined the product backlog for the switch application team, prioritising corporate customer requests for e-solutions. The product backlog guided the IT development team in deciding the most suitable approach, using either continuous or iterative (Scrum) development methods.* Collaborated with the Compliance and Risk teams to identify potential risks in the product lifecycle, outlining these risks and their mitigation strategies in the Product Paper documentation.* Worked closely with Software Quality Engineers during the User and Performance testing phases to ensure product quality and performance standards were met.* Managed the overall budgets and profitability (P&L) of the organisation’s digital payment channels while leading a team of 10 officers responsible for business support, reporting, and analysis functions across all payment products.

Victoria Island, Lagos

• Supervised and coordinated various units responsible for the settlement and reconciliation of transactions across the bank’s digital platforms, achieving a significant reduction in dispute resolution turnaround time from 24 hours to 2 hours.• Designed and oversaw the implementation of automated accounting entries, reducing income linkage issues across all digital platforms by 48%.• Collaborated with the management team to drive an aspirational culture that challenged existing business processes, resulting in a 60% improvement in efficiency and productivity.• Ensured efficient service delivery to payers and prompt resolution of customer complaints.• Mobilised deposits for maritime revenue collections, including import and export transactions.• Secured term deposits from individuals and corporate organisations to support the group’s funding objectives.• Marketed and facilitated revenue collections for Lagos State Taxes and the Federal Inland Revenue Service (FIRS).• Represented the bank in liaising with regulatory authorities on import and export revenue collections.• Coordinated and conducted training sessions for Customs Duty and NESS desk officers across the bank.• Mobilised branches to develop new relationships and strengthen existing partnerships with key officials in various PHCN distribution companies, other power/electricity providers, and high-net-worth electricity consumers.• Organised training for staff in over 120 branches on bills collection using e-solutions and other collection products.• Developed strategies to achieve energy and bill collection targets.• Acted as a liaison between branches, regional coordinators, and headquarters on issues arising from PHCN collections and related business operations.• Coordinated the annual revenue audit by regulatory agencies to ensure compliance and accuracy.• Worked closely with Federal Inland Revenue Service auditors and officials on issues related to revenue collections across the bank.

Apapa

• Coordinated, validated, and established Customs Duty and Nigeria Export Supervision Scheme (NESS) desks across the bank and for Lagos Ports.• Verified the accounting operations of Customs Duty Central Processing Units to ensure accuracy and compliance.• Represented the bank on matters related to Customs Duty and NESS, liaising with regulatory authorities and addressing issues on behalf of the bank and its stakeholders, including customers.• Supervised and validated all Customs Duty and NESS reports submitted to regulatory authorities, including weekly, monthly, bi-annual, and annual reports for the Central Bank of Nigeria (CBN), Nigeria Customs Service (NCS), Accountant General of the Federation, Ministry of Finance, and the Monitoring Committee from the Presidency.• Coordinated and delivered training for Customs Duty and NESS desk officers across the bank to enhance proficiency and operational efficiency.

Apapa

• Coordinated the Customs Duty and Export Interbank Settlement and Reconciliation Collection Scheme across the bank.• Oversaw the management of e-payment transactions, remittances, report preparation, and the comprehensive reconciliation of import duty transactions across all bank operations.• Represented the bank in matters related to import and export duties, liaising with regulatory authorities such as the Central Bank of Nigeria (CBN), Nigeria Customs Service (NCS), Federal Ministry of Finance, and the Reconciliation Committee from the Presidency on issues of Compliance, among others.

-Unit Head Transaction Services/ Import Duty Unit-Head of branch operation-supervising of Funds transfer and branch cash management and Tellering operational processes.

-Supervision of branch cash management -Supervising of Import Duty Desk

Nigeria

Branch Cash Management and Revenue Collections.

Certificate, Developing Better Organizational Skills Course

Certificate, Assertiveness And Self Confidence Course

Bachelor’S Degree, Agricultural Technology, 2Nd Class Upper Division