•Led a team that managed a portfolio of 3000+ savings accounts, 2000+ current accounts, 1500+ fixed deposits and 500+ hybrid accounts in Nigeria’s foremost commercial and investment bank.•Co-ordinated, assigned and reviewed the work of 25+ operations staff engaged in the following duties: Customer ServicesFunds TransferCash Services & Cash ManagementCredit Management and ControlTreasury/Deposit Management•Ensured the team was focused on the acquisition of new business and personal relationships and the retention and expansion of existing relationships.•Identified cost reduction opportunities by analyzing financial data and key performance indicators (KPIs) to assess the branch’s operational efficiency.•Used the updated system capacity to deploy solutions that address customers’ needs through workflows, BI solutions, and a host of other IT applications. •Coordinated customer orientation and product education through onsite and online channels.•Championed periodic income assurance review of the branch and ensured total income recovery.•Was responsible for customer issue resolutions and recorded a daily average of 250 across my team (telephone, emails, and onsite).•Executed strategies to prevent fraud and irregularities and safeguard the assets of the bank, achieving a consistent monthly Control Compliance Index of 90+%.•As the branch service manager, I recommended training and was responsible for staff performance evaluation review, staff reward, and branch headcount management.•Was a team member of the bank’s major banking application project implementation, system integration testing and review.

•Handled the branch’s customers request for booking, liquidation and rollover of Fixed Deposits, Bonds, Call-Deposit, STIF and NTBs.•Ensured prompt process of customers’ corporate and retail loans (disbursement, repayment, payoff etc.) and also responsible for the monitoring of past dues.•Updated and created reports, tracked income and expenses and reviewed the branch numbers for accuracy.•Handled overall supervision of bank tellers and cash officers including staffing, counseling and performance management of all team members.•Monitored platforms operations including verification of transactions and management of the branch’s vault.•Ensured all cash services job functions and responsibilities are properly performed within policies, compliance and regulations.•Coordinated all transactions reconciliations and executed branch’s financial journal entries to maintain accurate records.•Ensured prompt rendition of management and statutory returns (FIRS, VAT, NDIC, Money Laundering, etc.) for my branch.

•Built and managed new processes and system for increasing customer service satisfaction and developed highly empathetic client relationships and earned reputation for exceeding service and product sales goals.•Ensured effective and timely service delivery to customers maintaining 8 minutes’ turnaround time.•Coordinated and supervised the activities of Customer Service Unit personnel and ensured that unit’s activities are compliant with procedures, regulations and risk management policies.•Supervised the onboarding of customers on digital channels, card processing, cheque-book requests and customer pin issuance.•Advocated for customers by identifying trends in issues and suggesting improvements to processes, policies, and products.•Established good customer relations by always maintaining a customer-friendly disposition.•Ensured the proper handling of all customer enquiries and resolution of issues beyond the Customer Service Officers.•Provided knowledge and expertise in banking to create new solutions, policies, and improvements in the organization’s client use software and checked for quality and assurance upon release and presents fixes for problems that are detected.•Maintained current consumer compliance risk assessment consistent with the risk assessment framework established by the Chief Compliance Officer and initiated projects to implement new or revised consumer compliance regulations.

•Managed processes and adopted strategies to ensure effective customer service delivery through resolution of enquires, complaints management and feedbacks from internal and external stakeholders•Opened new customer and investor accounts. and processed International Trade transactions.•Supported sales by identifying customers’ needs and promoting/educate current offers to them. •Liaised with internal Auditors and compliance officers on regular basis and provides documentation to show that laid down processes and policies are in discharging activities.•Dealt tactfully and efficiently with demanding customers.•Cheque-book and e- product management, including the processing and administration of all requests.•Processed customers’ cash and cheque deposits, withdrawals, including foreign denominated currencies transactions.•Managed personalized services including boxed cash, late deposit, cash pick-up and cash sales.•Managed online revenue collection and bills payments, ATM Services operations and reconciliation.•Managed ongoing account activity and fraud risk, utilizing an effective combination of people, technology and the interpretation of data trends.•Ensured income assurance and charge recovery.