Clara Adeyemo Member, Cphr Manitoba, Mnim, Fcifc Email & Phone Number

Manitoba, Canada

Nigeria

• 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.
• 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.

Nigeria

• 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.

Nigeria

• 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.

Nigeria

• 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.

Postgraduate Diploma, Human Resources Learning & Management

Higher National Diploma, Business Administration

School Certificate