Leadership & Strategy: Develop and deploy the Customer Service strategy across the organization. Get buy-in by communicating the same message. Drive continuous service improvement initiatives.Management Planning & Coordination: Management planning, coordination with related parties, and reporting. Provide practical support to management. Business environment analysis and reporting.Cross-Functional Collaboration: Enhance cross-functional collaboration to improve customer… Show more Leadership & Strategy: Develop and deploy the Customer Service strategy across the organization. Get buy-in by communicating the same message. Drive continuous service improvement initiatives.Management Planning & Coordination: Management planning, coordination with related parties, and reporting. Provide practical support to management. Business environment analysis and reporting.Cross-Functional Collaboration: Enhance cross-functional collaboration to improve customer experience throughout the organization.Leadership Collaboration: Partner with Executive Leadership to foster a customer-centric culture by engaging all business functions in the customer journey.Stakeholder Management: Identify stakeholders, understand their needs, and engage them effectively to ensure support and buy-in, Communicate, consult, and collaborate regularly to meet their needs and address concerns.Relationship Management & Business Growth: Foster strong client relationships to understand and exceed evolving needs. Drive customer satisfaction through VOC expertise.Operational Excellence: Enforced service management processes, monitored and evaluated performance metrics, and optimized resources to enhance performance.Metrics, Analysis and Continuous Improvement: Track customer satisfaction and retention rates using NPS and other metrics. Ensuring Voice of Customer (VOC) feedback is available across the organization.Team Development & Management: Facilitate growth, teamwork, innovation, and excellence among the customer service team by guiding team members to improve their skills and performance.Customer Journey Mapping: Responsible for creating user experience across various customer experience platforms, services, and touchpoints in the business through customer journey mapping. Show less

• Identified and sourced partnership opportunities through inbound lead follow-up and outbound cold calls, emails, and client visits.• Responsible for contract negotiation that increased sales revenue through partnership relationships with a focus on client satisfaction.• Created a systematic, process-driven approach to business partnership market with prospect and existing businesses.• Enforced use of required processes and tools for partnership management.• Collaborated with… Show more • Identified and sourced partnership opportunities through inbound lead follow-up and outbound cold calls, emails, and client visits.• Responsible for contract negotiation that increased sales revenue through partnership relationships with a focus on client satisfaction.• Created a systematic, process-driven approach to business partnership market with prospect and existing businesses.• Enforced use of required processes and tools for partnership management.• Collaborated with senior management and other marketing teammates to align internal goals with new and existing partner relationships. Facilitated strategy development and planned with cross-functional teams.• Collaborated with the Marketing & Corporate Communication (MCC) team to ensure prompt resolution of escalated issues and delivery of a top-notch partnership experience to partners/clients.• Engagement of stakeholders which includes SMEs, Cooperative Societies, etc.• Developed monthly and daily production output plans to deliver on customer service and financial metrics. Show less

• Identified and pursued customer sales business opportunities to generate new revenue and improve bottom-line profit. Managed 50 top employers.• Evaluated current service needs and product satisfaction levels with established customers to improve customer experience.• Planned and executed customer interactive session initiatives and leveraged referral networks to promote business development. • Collaborated with customer experience, sales and marketing departments to support… Show more • Identified and pursued customer sales business opportunities to generate new revenue and improve bottom-line profit. Managed 50 top employers.• Evaluated current service needs and product satisfaction levels with established customers to improve customer experience.• Planned and executed customer interactive session initiatives and leveraged referral networks to promote business development. • Collaborated with customer experience, sales and marketing departments to support business objectives as well as client acquisition. Show less

• Managed 77 business relationships with over 16.9 billion naira in pension funds. Built and maintained strategic connections with top-tier companies, including MTN Nigeria, Addax Petroleum, Nigeria LNG, Capital Alliance Group, Procter & Gamble, Nokia Networks, Microsoft Nigeria, Airtel, and more. Exceeded annual revenue goals by 120% through improving client relationships and education.• Manage business relationships of employers with Approved Existing Pension Schemes (AES) and Gratuity… Show more • Managed 77 business relationships with over 16.9 billion naira in pension funds. Built and maintained strategic connections with top-tier companies, including MTN Nigeria, Addax Petroleum, Nigeria LNG, Capital Alliance Group, Procter & Gamble, Nokia Networks, Microsoft Nigeria, Airtel, and more. Exceeded annual revenue goals by 120% through improving client relationships and education.• Manage business relationships of employers with Approved Existing Pension Schemes (AES) and Gratuity Funds. Had oversight of 2 institutions: MTN Nigeria, and Lekki Concession Company (LCC). Represent the organisation at the quarterly review meetings.• Manage a portfolio of 1057 High Valued Clients Retirement Savings Accounts (RSA) clients with over 14.8 billion naira in pension savings.• Identified opportunities to cross or up-sell ARM Group Products & Services and communicated customer needs to the appropriate team.• Assessed client needs and developed retirement/financial plans to adequately address current and future objectives. Show less