Olatunde Ajala Email & Phone Number

Nigeria

Lagos State, Nigeria

- Coordinate the activities of the Operations department in line with the strategic objectives of the company.- Develop and prepare the operations strategy and support teams to develop their business plans, aligned to the strategy of the company- Optimise the use of the Real Estate Information System for data capturing and providing insights- Provide leadership, motivation, support, and guidance to enable members of the team to perform to the best of their abilities and work effectively as a team.

Lagos, Nigeria

- Design & implement a customer experience & engagement strategy - Customer Journey map design and implementation - Manage the deployment and utilisation of enterprise solutions to improve customer experience and service across the organisation- Maintain effective complaint and customer centric policies and procedures in order to deliver exceptional customer experience across the organisation- Monitor Customer Experience performance and ensure action is taken to improve service- Ensure adequate customer communication to manage experience at all stages of the customers engagement with the organisation- Identify gaps in business processes and recommend closure steps-

143 Ahmadu Bello Street, Victoria Island, Lagos

• Generate scientific data and reports to aid key operations and decision making.• Analyse statistical or other data to determine customer satisfaction levels.• Maintain monthly performance dashboard for all locations and head office operations.• Information and intelligence gathering in the industry.• Conduct periodical surveys. • GL review to spot anomalies.• Measure and evaluate standards among process owners.• Profile fraud parameters to assist in the enterprise fraud management.• Monitor Experience Centres in line with global service delivery standards.• Measure customer satisfaction and complaints resolution through the call back campaign• Develop project charter, provide stage plans, highlight reports and log request for change as appropriate.• Monitor project risk and scope to identify potential problems and proactively proffer solutions.• Project phase review to track performance and correct errors where applicable.• Provide strategic direction during implementation stages• Manage cost and time while delivering the highest quality• Manage the directorate’s expectation by always enduring timely delivery of highest quality of service.• Ensure product set up is tested in line with the product paper and the product is aligned with operational policies within the bank. Business Development• Performing root cause analyses on identified risk events to recommend improvements to prevent these risk events from re-occurring in future.• Assisting the Operations Division with the identification of key risk indicators in the business units.• Analysing identified trends in the key risk indicators.• Prepare MIS / reports for the attention of the Divisional Head and / or Executive Management.

Nigeria

• Coordinate the operations activities of the Experience Centres bankwide• Profile fraud parameters to assist in fraud prevention and management and the experience centres• Manage cost and time while delivering superior quality• Liaise constantly with Customer Experience Analysts for EC’s customer complaints and resolution• Measure customer satisfaction and complaints resolution through the call back campaign• Liaise with other units and departments in the creation of Experience centre services Standard Operating Procedures• Supervise activities of Service Managers in the area of jurisdiction to ensure timely and efficient service delivery to customers• Ensure product alignment with the capacity of the Core Banking software• Resolve complaints or major incidents that are complex and beyond the ability of the Service Manager• Prepare and send the capacity index plan for Experience Centre to the Group Head as at when due• Liaise with other departments, groups and vendors of the Bank to ensure requests from the Experience Centres are treated appropriately• Reviewing GLs and other books of account within own authority and ensuring reviews by all concerned parties

Lagos

• Application of RTGS inflows• Generate statements for TROPs reconciliation team• Update daily exchange rates• Interbank transfer/ placement• Deals placement• Settlement of deals• Reconciliation of TROPS suspense account• International funds transfer• Sending swift messages (MT103, 200, 200, 199, 192 etc)• Reviewing Swift statements and apply inflows

Lagos

• Withholding Tax Remittance • VAT Remittance • Posting monthly accruals as directed by Financial control.• Income reversal and write off implementation as advised my management.• General Ledger postings and management • General Ledger reconciliation• Monthly proofing of the Bank’s General Ledgers • Funds transfer management: Head office units and Branch FT Inter Departmental• Posting of Vendors payment using the Bank’s banking application (T24)• Processing refunds to or from the banks customers if overcharged or undercharged for products/ services• Direct expense processing and payments• Issuance of Manager’s cheques

Lagos

• Prepare cost estimates/ budgets for goods and services to be purchased.• Contribute to the development of the Bank’s procurement processes and execute tasks in line with the established processes and policies.• Monthly and periodic budget versus expenditure comparisons.• Issuance of Purchase Orders to vendors. • Brand management and quality assurance.• Prompt payment processing while adhering to the Bank’s payment policy.• Proofing of stock general ledger monthly and annually.• Bank wide procurement review on the procurement portal.• Spend analysis.• Prepare agreed activity and performance reports on a timely basis, for the attention of the Group Head, Executive Management and other relevant parties. • Participate in the selection of the Bank’s vendors.• Carry out vendor assessment periodically.• Developing, implementing and monitoring contract plans. • Implementation and review of service level agreements with internal and external customers.• Provide reporting functionalities to Internal control, financial control etc.• Relationship management. • MI reporting

Warri

• Registration and scrutiny of payment vouchers, LPOs and other relevant payment instruments• SBU inspection and reporting.• Operational risk assessment of the company’s deliverables• Stock inspection to ensure they meet specification• Record keeping and analysis for management information

Master Of Business Administration (M.B.A.), Financial Management

B.Sc, Business Education (Management Option)