• Fifteen (15) years of work experience in leading overall business development and institutional performance; operations management; customer relationship management and customer experience. • Extensive experience in customer relationship management, advisory, customer portfolio growth and ensuring quality customer service at all touch points. • Operations and administration management experience including cash management, assets and facilities management, security, IT infrastructure, human resources, logistics and procurement. • Customer experience management specialist with expertise in complaints management; customer feedback/satisfaction; service excellence; business partnering and CRM for analytics and reporting. • Extensive experience in measuring and analyzing customer experience metrics such as Net Promoter Score (NPS); Customer Satisfaction (CSAT) and Customer Effort Surveys (CES) to establish the effectiveness of customer experience initiatives and identify areas of improvement. • Experience in the development and implementation of business development strategies with a focus on improved financial management; increase sales and growing profitability, customer base and income. • Expert in developing and implementing risk management frameworks, instituting internal controls, and compliance with regulatory requirements and institutional policies in business functions. • Experience in project design and implementation, including monitoring, evaluating and reporting.• Outstanding leadership, communication, and partnership-building skills.