❖ Drive process benchmarking for guidance to ensure regulatory, policies, processes, and procedures are complied across the Remote channels/Physical branches of the bank. ❖ Manage continuous improvement to enable seamless alignment of policies and SOPs across the bank’s remote channels and branches ❖ Manage continuous coaching/development for all staff of the group via various knowledge campaigns to ensure excellent delivery of service ❖ Manage calibration with all relevant stakeholders of the business to educate all relevant parties across the group on new processes, policies, and control methods ❖ Drive supervision for resolution of issues raised via VOCs and VOBs while carrying out assigned functions within the group for the bank's improvement of operational framework ❖ Identification of risks or non-conformity issues as well as develop mitigation strategies. ❖ Promote/Volunteer/Collaborate with other teams for project developments end ensuring implementation and usage, to produce efficiency and desired results.

❖ Pioneer developer of the Quality Monitoring Framework of all remote touch points of the bank excluding the customer care team and including continuous review of quality evaluation matrix, scoring parameters and methodologies ❖ Develop business policies and efficient strategies for appraising and monitoring the bank’s remote channels to ensure adherence to standard operating procedures ❖ Manager calibration exercise with all relevant stakeholders of the bank including the leadership of the customer service teams to develop effective customer engagement strategies for lead conversation, effective client issues resolution/ escalations and customer success across all bank’s touchpoints ❖ Manage continuous training and development of staff on operational changes where product or service gaps are identified, thereby providing insights and ideas to enhance business, across all touchpoints of the bank ❖ Collaborate with the Branding and Communications team to drive innovative service improvement programs such as knowledge campaigns, campaign scripts, bulletins, and outbound jingles for the bank ❖ Manage engagements of all relevant stakeholders of the bank thereby leading in-depth evaluations to map customer journey, identify opportunities, recommendations and design strategies for products and services using analytics to ensure customers’ seamless journey ❖ Developed and rendered one of the tele-campaign jingles for Sterling’s 2021 customer service week to promote better customer engagement on our IVR platforms and better customer experience at the branches nationwide ❖ Introduced the new way of communicating detailed feedback to customer on the bank’s CRM which resulted to an increase in complaint resolution rate among our dispute management teams by 13% in the following month

• Develop Quality Monitoring and Evaluation Framework for the One Customer contact team• People Development - Training, Mentoring and Coaching of staff for excellent service delivery• Service Recovery

• Deliver daily quality audits for the contact centre division to ensure compliance, process improvements and Identification of Gaps via VOCs and VOBs• Provide feedback to all stakeholders of the team to promote quality improvements needed for business development• Provide quality evaluations via remote monitoring of calls, recorded calls, side-by-side evaluation, peer to peer evaluations and floor walk, ensuring quality delivery and maximum customer satisfaction• Distil knowledge, bridge process gaps for improvement purposes by regular sensitization of the platform through various knowledge campaigns such as Dipstick, Calibration, and Gamification• Calibrate with all department leaders and mini team leaders to ensure adherence to standard operating processes

• First responder to stakeholders on complaints and enquiries with resolution as an end• Ensured strategic due diligence is observed for proper indemnity in day to day activities and for clients’ maximum satisfaction• Reduced average handling time on complaints and enquiries for prompt resolution/feedback• Led and supervised a team of customer service experts across the inbound, outbound, social media, email and fraud touch-points of the contact centre arm• Impact stakeholders informally via music and art renditions

•Marketed Insurance Policies by providing individual social services to clients•Organised and distributed organisation’s product•Planned, developed and implemented effective marketing campaigns