Chioma Ejewuke, Mba, Psm, Prosci, Lssbb, Itil, Email & Phone Number

Nigeria

Nigeria

Service Management & Team Building Foster a conducive work atmosphere for professional growth, nurturing excellent personnel at all levels. Uphold adherence to the organization's core values, strategic plan, and guiding principles among Service & Project Managers. Engineer the design, planning, and implementation of customer services aligned with both current and future business needs, achieving a seamless service experience. Lead service improvement initiatives for Merchant acquiring and Digital business, significantly reducing service failures and downtime. Reduce churn rates by proactively monitoring customer behavior and executing retention strategies, ensuring sustained customer loyalty. Manage operations for the Acquiring Business, focusing on Dispute Management, Settlement Operations, and Chargeback monitoring to streamline processes. Coordinate diverse business operations requirements, including Initiatives management, document management, team training, Stakeholder management, Group engagements, and Risk & Compliance Management. Support clients in executing initial and ongoing transformations of their operating models  Conduct customer retention and service review forums, evaluating overall performance with customers, fostering continuous improvement. Promote accountability through effective staff performance reviews Project Management  Provide strategic leadership for the timely implementation of projects within the Digital Ecosystem and Merchant acquiring business, ensuring successful execution. Establish training processes and modules, promoting project management best practices, and facilitated communication with the MD on project outcomes. Monitor adherence to project management policies and procedures, ensuring consistency in managing projects organization-wide. Implement tools and systems for tracking project donor reports, delivering strong financial oversight, and ensuring the completion of required reports.

Nigeria

Key Responsibilities:• Spearheaded the establishment of organizational change management practices at Interswitch, steering all change projects to ensure efficient transitions and optimum adoption.• Conducted internal campaigns to educate staff during organizational changes, fostering constant reminders of our values, goals, and cultural expectations.• Led change initiatives using the ADKAR methodology, ensuring awareness, desire, knowledge, ability, and resistance factors were effectively addressed for value realization.• Collaborated with top management, project teams, and impacted stakeholders across the organization to execute change initiatives impacting people, processes, systems, technology, and organizational structures.• Managed resistance to change, ensuring alignment of all impacted parties throughout the transition stages.• Established a structured network of change agents within various groups and teams, ensuring the effective implementation of change projects.• Ensured thorough change impact analysis through feedback mechanisms, providing periodic reports and implementing corrective actions.🚀 Achievements in Change Projects:• Enterprise Automation & Adoption: Introduced and institutionalized automation of several enterprise process including our EPMO, HRIS, Supply Chain and Finance processes, achieving 100% adoption across multiple locations.• Successfully deployed an Integrated Management System, leading to PECB Certification for ISO 9001, ISO 45001, ISO 20000, ISO 27001, and ISO 22301 standards.• Robotic Process Automation (RPA): Managed the deployment of VERA (Virtual Electronic Realtime Assistant), contributing to increased productivity, reduced staff, and cost savings.• Enabled the adoption of Lean Six Sigma, consistently identifying and eliminating the 8 Lean wastes within the organization.• Cloud Migration: Managed the integration and migration of Microsoft suite to the cloud (Office 365) across multiple locations

Nigeria

• ISO 9001 Compliance: Effectively ensured documentation and approval of all processes within Interswitch, aligning them with ISO 9001 standards for staff adoption.• Led Lean Six Sigma training within the organization, collaborating with Yellow/Green Belts on improvement projects for enhanced operational excellence.• Kaizen Project Management: Managed 38 Kaizen projects with a 98% completion rate, resulting in reduced costs and heightened service security.• Green Belt Projects: Successfully completed multiple Green Belt projects, leading to reduced costs, increased revenue, and enhanced productivity.• Project Management Framework: Led the re-engineering of the Project Management framework, reviewing strategy, processes, technology, and people, improving project quality and timely delivery.• Customer-Centric Process Improvements: Improved Operations and Customer Support processes based on the voice of the customer, resulting in timely incident resolution and increased customer satisfaction through smart automation and Unit Cost of Processing assessment.• Product Offering Enhancement: Led Green Belt projects to improve the transaction rate of our product offering, resulting in incremental revenue for the organization.• Product Management Framework: Improved the Product Management Framework through strategic modifications to strategy, structure, processes, technology, and people, supporting the successful management and deployment of top-notch products and services.• Process Improvement Facilitation: Supported Process Owners in identifying, verifying, analyzing, and implementing process improvement and re-engineering opportunities.• Organizational Design: Facilitated the design and implementation of new/improved process models and organizational structures, providing analytical support for process improvement initiatives.• Team Leadership: Managed and led process teams to achieve desired results, contributing to the development of new process capabilities.

Nigeria

• Streamlined and documented Business processes for the organization and ensured the elimination of operational redundancies. • Maintained the organization’s ISO 9001 Certification by ensuring all operational processes are documented, validated and approved. • Provided business analytics to enable the management team spool relevant project charters and business cases to secure resource commitments from Senior Management for the execution of planned initiatives.• Created a knowledge base for groups within the organization to ensure repeatable activities in providing exceptional Customer Service to our customers• Monitored compliance to Service Level Agreements and ensured service management policies & procedures are adhered to deliver superior IT service, reward performance and ensure consistency.• Actively managed improvement projects using the Lean Six Sigma Methodology and focused on empowering associates at all levels of the organization in continuous improvement. • Liaised with stakeholders in ensuring that regulatory, group policy standards and minimum operating procedures are observed to minimise the Bank’s exposure to risk• Consistently reviewed and measures process adherence to ensure alignment with the defined Interswitch processes• Project Managed all automation projects and ensured the successful automation of the various processes within the various Groups. • Worked with external consultants to implement various systems/tools within the organization such as Sharepoint, Microsoft Dynamics, Microsoft AX, Workfront and other tools required to enhance process adoption.

Nigeria

• Monitored the Contact Centre activities which consist of Telephony, resolution of Walk-in support and complaints, Inflow/Outflow information management and proper handling customer enquiries.• Identified training needs and facilitate training/learning plan for support division and ensure knowledge sharing sessions are constantly held as new products and solutions were launched in the organization• Supervised Quality Assurance & Monitoring within the service desk which aimed at Improving agent and supervisors’ productivity and effectiveness, and kept management in touch with staff’s performance. • Improved consistency and quality of customer interactions across all channels (telephone, email, chat/IM, etc.• Project managed the implementation of a robust CRM framework in to monitor customer life cycle through the different stages which includes Marketing, Sales, Project Implementation, Service Operations and efficient after sales support.• Participated in customer and client listening programs to identify customer needs and expectations and regularly prepared and analysed internal and external quality reports for management staff review.• Established procedures, standards, systems and procedures and consistently acted as a catalyst for change and improvement in performance/quality.• Created frameworks used in managing customers’ experience aimed at putting the customer at the heart of the company’s business.

Nigeria

• • Set financial targets with respect to sales turnovers and generated demand by proactively engaging potential customers and ensured growth in transaction volume and bottom line.• Engaged in strategic sourcing of prospective clients, bid tendering and acquired and integrated various clients to the Interswitch platform. • Prepared sales proposals and presentations to prospective clients• Created a CWIP program (Certified WebPAY Integration Partners) to increase sales, reduce integration timeline and hasten Go-Live of Ecommerce products. Structured a strategic alliance between Interswitch and diverse portal providers and grew the sale of Ecommerce product from 2% to 10%.• Conducted after sales support to existing customers thereby leveraging on the opportunity to Cross sell & Up sell to customers and initiated more sales opportunities with existing customers.• Engaged in Customer Requirement gathering, proposal writing and presentation to ensure our products and services are in alignment with our Customer’s success• Generated Leads from Marketing events and opportunity sourcing and exceeded sales goals• Determined pricing schedules for quotes and negotiations for our web products such as Webpay, Autopay and Collegepay • Prepared weekly and monthly reports for the Group and maintained client records• Coordinating sales efforts with marketing programs• Plan event with attention to financial and time constraints• Coordinated vendors, exhibitors and stakeholders and effectively planned Events for the organization (Press Conferences, Launch, Sponsorship programs)• Established standardized event procedures, endured execution and adhered to event budget• Worked with Marketing Agencies to deliver collaterals, designs and content management for internal and external communication

Bachelor Of Science (Bsc), Estate Management

Masters In Business Administration