Oyintomi Osofisan Obafemi Mba, Csm, Cipm Email & Phone Number

Nigeria

Nigeria

Responsible for creation and deployment of agent banking strategy, management and distribution and also the provision of financial services and digital payment methods to financial exclusion areas.I closely engage with internal and external stakeholders to sustain Zenith Banks’ goal and commitment to the implementation of National Financial inclusion strategy.

Lagos, Nigeria

Was responsible for process and performance management of Zenith Bank Contact Centre Operations through the effective utilization and maximization of human and system resources to deliver sustainable results, client satisfaction and retention.I managed and supervised effective operations delivery, and capability building of 70 customer service executives at Zenith Bank PLC’s contact Centre. I also ensured operational efficiencies are met within the desired budget and timeline by organizing and directing daily activities of the Contact Centre, while driving maximum performance in the shortest possible time with guaranteed customer satisfaction.I created a clear line of sight between the management of the bank and my team of executives, ensuring that organizational visions are aligned top-down and bottom-up, and that my team’s welfare is met.

Lagos, Nigeria

Product Development, New Client Acquisition and Customer RetentionIdentified customer needs and target markets.Specified market requirements for current and future products by conducting market research.Developed and implemented new products, services and processes to meet the unique requirements of the Nigerian Market.Designed strategies to retain and grow card products with existing customers.Coordinated card campaigns and promotions. Liaised with Account Managers on new client acquisition.Maintained awareness of market trends in the card business industry, understood forthcoming customer initiatives and monitored local competition.Card Operations AdministrationReviewed and approved card applications based on customer payment abilities, credit history, transaction volume, etc.Prepared monthly reports for corporate organizations on card spending, settlements and outstanding on corporate card accounts.Established and maintained relationships with high networth cardholders. Resolved all customer disputes.Enforced collateral and release/partial withdrawal on collaterals.Reviewed card loans and effected debt recovery monthly.Resolved conflict on credit card accounts associated with internal departments. Card Support Prepared periodic performance reports on issuance of cards, switch performance, industry analysis and transaction monitoring.Resolved ATM dispense error/dispute claims.Customized card designs and production.Postcard (database) Administration.Development of bank wide card disputes and resolution manual.Administered services which included inventory control and stock management, procurement and processing of payments to vendors.Head, Client ServicesManaged an Eleven-man customer service team that served as the first point of call for customers of the bank and branches on all card related transactions.Trained Staff on all card processes nationwide.Conducted risk and fraud monitoring on the debit card portfolio.

Lagos, Nigeria

Ensure that the Network/Server and all bank applications are running effectively. I monitor all ATMs and provide support to ensure all ATMs are running 24/7. And provide help-desk support services for all banking software, application packages and 3rd party programs. My responsibilities included:Software support• Network/Server Administrator and Applications’ support.• Mosaic Postilion Real-time Bank Administrator (EFT) – InterSwitch, Etranzact and V-pay.• Helpdesk/user support services for the banking software, application packages and 3rd party programs.• ATM monitoring and administration.• Administrative services which includes inventory control and stock management, procurement and processing of payments to vendors.• Zenith Debit cards processing and dispatch.• Zenith Debit cards personalization and customized cards design and production.

Master Of Business Administration (Mba), Knowledge Management, Mba

MBA

Bachelor Of Science (Bsc), Computer Science, 2Nd Class Upper

Activities and Societies: BSc Computer ScienceBSc