Support the Head of Retail Banking West Africa in tracking the execution of the business strategic plansPlays a key role in collaborating with stakeholders across West Africa Responsible for the development of a decentralized activity planning process and ensuring its adoption across the businesses Establishes and reviews key strategic priorities in line with the business focus Responsible for the management of the business’s KPI infrastructure in order to facilitate analysis and reporting of performance against plans and budgets Prepare meeting materials for the Head of Retail Banking Nigeria and West Africa Review, manage, and analyze existing business strategies in order to provide council to the business's leadership and ensure alignment with the business's overall strategy.

Provided efficient administrative support to the Head of Retail banking and maintaining daily diary. Deputized for the manager, making decisions and delegating work to others in the manager's absence Managed logistics arrangements e.g. flight and hotel bookings required for members of the Retail Banking Management Team. First point of contact for all external visitors which includes preparation of invitation letters, hotel and travel bookings Took charge of arrangements for team functions – meetings, trainings and conferences Prepared advances and reconciliations, utility claims and check invoices from external suppliers in preparation for payment. Raised requisitions for stationery and other requirements and ensure approval and delivery from appropriate quarters Successful deputizing for the BPM to the head of Retail Banking which included: - Business Management. - Preparing performance management reviews/presentations as and when required. - Assisting with planning and performance of key people management processes. - Ensuring appropriate tracking / follow up mechanism in place to track progress against strategic priorities.

Conducted monthly customer service surveys across the bank’s products and services Provided day-to-day support to the Client Experience Process and Governance team in handling Client complaints and cases of Mis-selling.Liaised with Product managers to resolve customer complaint; making use of excellent communication skills and interpersonal abilities to influence others Identified weaknesses in service quality and complaints management processes as well as recommending suitable options for improvement in the quality of services.

Ensured proper Documentation of all SME relationship.Ensured all accounts in the Bank are KYC CompliantCarried out control sample test (CST) on already migrated accounts.Assisted clients and Relationship managers to clear knotty issues in account Regularization.