Experience

FirstTrust Mortgage Bank Plc
• Nigeria
• Financial Services
• 1 - 100 Employee
• Head, Strategy & Brand Communications, FirstTrust Mortgage Bank PLC

  • Feb 2022 - Present
• • Sep 2019 - Mar 2022

• • Sep 2019 - Mar 2022

• • Nov 2015 - Mar 2022

  . At FBN Mortgages my focus is majorly to build and sustain a high level of service which impacts on all segments of the business and ensure that we implement efficient business processes that deliver maximum returns to our clients and our business bottom line whilst maintaining a competitive edge amongst its peers. o Drive the implementation of key process improvements required to improve overall business efficiency.o Design and implementation of operational efficiency framework for FBN Mortgages operations team.o Provide leadership and a visible passion for customer service, build and personally sponsor a process improvement culture that significantly improves the customer experience, encourages the team to think outside FBN Mortgages while building a balanced focus on improving the profit of the business.o Provide oversight and ensure compliance with internal and external regulatory requirements as well as building a strong risk management culture within FBN Mortgages operations unit.o Development of a simple business operation model which enables the customer understands his needs and improves FBN Mortgages value proposition based on the customer’s standards.o Develop and recommend strategy for achievement of best practice and market leadership.o Ensure the timely identification, reporting and escalation and measurement through to resolution of all operational risk and control exposures.o Manage and develop key stakeholder relationships outside and within the organization required to ensure business deliverables can be effectively achieved.o My most important role is to daily build and deliver an engaging people proposition through which operations staff across FBN Mortgage feel valued, motivated and empowered to strive to constantly seek business and service improvements. Show less



FirstBank of Nigeria Limited

• Customer Service/Funds Transfer/Treasury and Clearing Officer

  • Dec 2007 - Nov 2015

  • Responsible for the handling of loans processing, security documents and safe custody with a positive impact on customer delight. • Booking of customers’ fixed deposit and Treasury bill investments. • Processing and posting of customer’s salaries and pension payments. • Processing and posting of customer’s outward and inward clearing Cheques • Customer issue resolution and experience management. • Debit Card link and setup on First Bank’s debit card application. • Processing of Automated Telegraphic Transfer, National Electronic Funds Transfer (to other banks) and Nigerian Inter-Bank Settlement Systems transfers. • Ensure proper and prompt running of Western Union Money and MoneyGram transactions. • Ensure prompt and timely local funds transfers. • Processing of domiciliary account withdrawals and lodgments from customers. • Processing of form A transfers, bills payment, and fees. •Processing and issuance of Bank Draft / cheques Show less