Experience

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  The Tony Elumelu Foundation

  • Nigeria
  • Non-profit Organizations
  • 200 - 300 Employee

  • Director of Operations

    • Feb 2021 - Sep 2022

    - Oversee, strategise and ensure efficient implementation and innovation in the following areas of the Foundation: - Entrepreneurship Programmes - Alumni Management - Mentorship Management - Customer Service - Technology - TEFConnect - Data Analysis & Management- Lead the integration, harmonization and alignment of all the Foundation's operations business units for efficient delivery of all strategic goals.- Lead the institutionalisation of all necessary governance practices and standardise all operational processes and procedures.

  • Head, TEFConnect

    • Mar 2020 - Jan 2021

    - Strategy development and management of the TEFConnect platform & Data Analysis team- Develop, establish and entrench TEFConnect as the no.1 platform for African entrepreneurs- Consistently upgrade and ensure the efficient functionality of the TEFConnect Platform- Secure strategic partnerships to drive increased subscription to the TEFConnect platform- Lead the business through all efforts that drive business performance and potential by using existing and new data sources and techniques.- Translating data into information and information into actionable insights in line with the Foundation's strategic goals.

  • Entrepreneurship Programme Manager

    • Sep 2019 - Feb 2020

    - Responsible for strategic programme management and seamless implementation of all programmes as directed by the organisation.- Manage all activities involved in cultivating, managing and nurturing internal and external relationships that are critical to the successful delivery of the Programme which include Mentors, Investors/Partners and Entrepreneurs from all 54 African countries.- Business Analysis and the implementation of process improvement strategies.-

• 

  Incognito Technologies

  • Lagos, Nigeria

  • Co-founder/Lead Consultant

    • Feb 2016 - Sep 2019
    • Lagos, Nigeria

    Project Management & Process Improvement for the following clients:- Cloud Interactive Associate- Scanmobile Nigeria- Lusant Dell Limited- OutsideIn HR

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  Airtel Nigeria

  • Nigeria
  • Telecommunications
  • 700 & Above Employee

  • Process Manager – Strategy & PMO

    • Aug 2014 - Feb 2016

    - Drive Process design and re-engineering/ automation - Facilitate, guide & enable timely roll-out critical cross functional processes - Lead the Business Continuity Management project and ensure documented plans are in place to recover critical processes and services in the event of a disaster - New products delivery management: ensure all product launches are implemented First time right, on time and in compliance with existing process protocols - Resolve cross functional issues which are repetitive in nature, use Root Cause Analysis methodology to eliminate identified issue/bottleneck to avoid re-occurrence. - Strategic Projects: Lead and drive the critical projects to completion

  • Regional Head: Customer Service

    • Apr 2013 - Jul 2014

    - Customer Experience Enhancement and Reduction in Customer Complaints- Design and control implementation of customer experience strategy in the Region. - Actively manage Churn and deliver customer retention programmes that will ensure increase in customer net additions - Identify and improve process that will ensure Revenue growth by retaining High ARPU. - Analyze, recommend and enable changes in Acquisition policies and procedures with Regional Directors.- Ensure optimal deployment of Customer Registration resources to support customer acquisition in the region.- Review and drive Postpaid Bill Collection Strategy to Optimize internal process and cost optimization

  • Manager, Business Process Management

    • Apr 2009 - Mar 2013

    - Manage and mentor the Process Management team to drive process re-engineering and improvement projects using Lean Six Sigma techniques.- Use Lean Six Sigma principles to eliminate non-value added process steps, drive workforce productivity and reduce waste across the business to bring about cost savings for the business.- Co-ordinate cross-functional initiatives to rectify identified gaps and roll out improved process.- Drive concept of Cost of Poor Quality Nationwide and enforce “First Time Right” (FTR) culture across the organization.

• 

  Zain

  • Kuwait
  • Telecommunications
  • 700 & Above Employee

  • Project Manager

    • Sep 2008 - Mar 2009

    - Planning, Execution and launch of the Customer Care Operations. This included the call centre and Shops infrastructure.- Post execution testing of the operation’s launch readiness - Design and implementation of simulation program to validate the effectiveness of the organization’s operations model.

  • Senior Coordinator, Project Support

    • Jan 2008 - Aug 2008

    - Ensure strategic initiatives are completed within the triple constraints of project management.- Project resources management. (Project Managers & Project team)- Project monitoring and communication. - Project management training and support for project managers.

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  Celtel

  • Nigeria

  • Customer Care Planning & Optimization

    • Sep 2004 - Dec 2007
    • Nigeria

    - Plan and execute optimization initiatives for customer service enhancement.- Implement high level process for the end to end management of projects- Workflow & SLA management.- Cross-functional process mapping for Customer Service to eliminate overlaps and ensure seamless flow of activities.- Manage systems & process changes ensuring minimal disruptions to operations.