I am responsible for conducting market research, strategy and collaborating with other units, especially the IT, Operations and Sales & Marketing Units to develop new products and enhance existing products in order to meet clients’ expectations and increase the Company’s product offerings.• Gathered business requirements for development of Enterprise Resource Planning (ERP) application, using various elicitation techniques including one-on-one and interviews to aid decision making for stakeholders.• Mapped out new product strategies and process flow and communicated to stakeholders to show “AS IS” process.• Developed comprehensive business requirement document (BRD) for migration of new core solution to outline GAPS of existing software and demonstrate effectiveness.• Created user guide for new (ERP) solution (INFOWARE) by creating screenshots, diagrams, and other visual aids to enhance understanding.• Acted as product owner for sprint reviews to provide feedback to stakeholders on increment of work completed for each sprint.• Generated detailed documentation including market and product requirement documents on JIRA Confluence and communicated requirements to appropriate teams to ensure timely implementation and completion.• Broke down high-level requirements for developers, using functional decomposition, into detailed user stories with clear acceptance criteria.

Successfully implemented a proactive communication strategy resulting in a 20% increase in client engagement and satisfaction scores.Introduced a client education program that contributed to a 15% reduction in support inquiries and increased client understanding of investment products.Collaborated with the sales team to achieve a 35% increase in upsell and cross-sell revenue, exceeding annual targets.Achieved and maintained a client retention rate of 95%, showcasing the effectiveness of customer success initiatives in preserving and growing the client base.Spearheaded initiatives to enhance team productivity by implementing streamlined communication channels and adopting project management tools. Resulted in a 25% increase in efficiency, allowing the team to handle a higher volume of client interactions and deliver exceptional service.Worked with the HR department to design a comprehensive professional development program for the customer success team, including regular training sessions and mentorship opportunities. As a result, team members demonstrated a 15% improvement in key performance metrics, showcasing the impact of effective leadership on skill development and overall team success.

. Responsible for idealization and product conceptualization.. Conduct and oversee market research and design research for product fit.. Business case development for products and projects to reflect viability.. Source and engage 3rd parties for digital partnerships around product offering.. Ensure the delivery/ review of the annual digital plan.

Conduct requirements analysis to define and develop new product solutions.Oversee solution design and business case development, estimating ROI and facilitating the transition to production.Utilize requirements life cycle management to monitor and manage product development progress.Facilitate stakeholder collaboration and deliver training to ensure alignment with product requirements and business goals.Conduct marketing analysis to develop product definitions: Perform market analysis to gather insights and define product requirements based on customer and market needs.Engage in cross-functional collaboration to align product definitions with organizational goals and market opportunities.Develop and implement strategic analysis and business planning to support marketing, sales, and financial objectives for the product line.Utilize solution evaluation and performance monitoring to drive adoption and support sales efforts through targeted campaigns.Perform competitive analysis and customer satisfaction research to assess market position and product performance.Track and analyze competitive benchmarks and industry trends to enhance retention strategies and loyalty programs.Act as the primary liaison for product-related inquiries, ensuring effective communication and relationship management.Generate performance reports and KPI tracking to monitor and evaluate product success and identify areas for improvement.

Relationship Manager (RM) responsible for over 3000 Personal Banking segment customers with income band between NGN 50,000 to NGN 7,000,000.Responsible for penetration of Bank's Product; i.e increase usage to at least 5 Product Per Customer.

Coordinate the activities of the Customer Service Officers and ensure adherence to the bank’s policies and proceduresConfirm & verify customer signatures are requestedEnsure all customer requests are promptly processedEnsure cheque book requests are processed and deliveredAssist in setting performance goals for Customer Service Officers as well as monitor and evaluate performanceAuthorise customer service transactions within limit Liaise with eBusiness on the distribution of cards and other eBusiness products to customerValidate account opening forms and supporting documents for new customersEnsure all account signatures are captured in line with mandate.Ensure customer needs are promptly identified and metProvide timely reports / feedback on Customer Service activities to Head, OperationsIssue Deposit/withdrawal forms as requestedEnsure customer’s reference requests are processedPerform other duties as assigned by Head, Operations

Output of all daily operational data (Gross Loan Portfolio GLP,PAR out standing PF, production, etc..)Prepare the necessary data for monthly reporting Support the Operations Department in the analysis of management controlCreation of Reporting tools for the OperationsCreation and updating of a benchmark annualMonitor the branch reporting Monitor the Operational dashboards- Staff Bonus - Management Report- Reports (including branches in tracking applications)Produce (overall) all the elements necessary for proper interpretation of the branchesFollow up of the Operations Manual of policy and ProceduresResponsible for updating the memo and procedures base on the request of OperationsAssist Operations and prepare all the documents and files all Excel ; Word ; Powerpoint Ensure the circulation of the memo and update of the Manual of policy and proceduresPrepare Report and minutes of the meetingManagement of internal network : branches /Operations /ProceduresInternal Communication about the actions in Operations departmentRemind /request the branch of prompt reportingsAll the administratives tasks requested by the Operations department Archiving and filing all the documents and Reporting of Operations department

As Client Advisor, the main responsibilities include, managing savings accounts, data entry and control of client’s data in the information system.Contact potential clients and promote Microcred’s loans and savings products.Inform walk-in clients to branch/outlets about loan and savings products.Advice clients on saving products.Execute transactions related to loans and savings accounts.Enter and ensure accuracy of client’s data in the information system.Verification of information in loan files( i.e references checking of borrowers)Daily reporting to supervisor.

Online Customer Care Agent• Receive inbound calls from customers with regards to MTN product and services. • Answer customer’s questions, as well as question them to obtain full understanding of what information / is being requested. • Follow-up with customers/Client within a 24-hour period in regards to the initial phone call. Even if it is to just touch base and let them know inquiry is still be researched.• Vast Knowledge of Company Products• Provide quality customer service on every call.• Communicate clearly and effectively with customers• Promote teamwork and call center success.

• VSAT Installation• Computer Networking• Turnkey Projects• Business Development Officer