Relationship Manager

• Aug 2020 - Present

Branch Operations Manager

• May 2016 - Present

• Supervise and coordinate daily activities of 21 staff and 8 interns at the branch and ensured targets and deliverables are achieved through excellent service delivery at all touch points • Serve as first level compliance and risk officer of the bank, ensuring all transactions are treated in line with regulatory requirements and the banks standard operating procedure and achieved zero regulatory sanctions till date• Achieved 30% reduction in branch OPEX through effective monitoring and control of branch expense to ensure the Branch stays within budget• Manage branch balance sheet size of over C$900 million to reduce operating cost and ensure profitability• Preparation of branch weekly and monthly variance analysis and profitability report for presentation at regional business review meetings• Drive Business sales volume and consistently met and exceeded business targets and deliverables within stipulated timelines and grew branch clientele base from 86,000 to over 160,000 in 9 months • Ensure effective administration of vault management and access control • Daily review and call over of activities on funds transfer, customer service and clearing desks to ensure transactions are treated in line with the banks SLA • Grant override, authorize and approve transactions above teller limits• Monitor, evaluate and appraise performance of team members so as to identify and recommend appropriate training

Customer Service Team Lead

• Feb 2012 - May 2016

Team lead to 6 staff and 4 interns responsible for the following duties:Won the Best Regional Customer Service Ambassador Award for 2013, 2014 and 2015- Proactively engaged with clients in the branch, supervised and coordinated daily activities of 6 customer service officers and 4 interns to deliver outstanding service experience and ensured adherence to SLA for processing customer transactions which improved customer satisfaction and increased our client base by 85% during my time in this role- Marketed and opened additional accounts for existing customers to further expand and deepen relationships with clients- Reviewed and approved documentation for new accounts to ensure they are opened in line with all regulatory requirements and achieved zero regulatory sanctions in 4 years- Managed branch retail client base of over 95,000 customers and achieved a 70% reduction in customer complaints in 9 months- Engaged customers daily to identify their needs and recommended financial solutions from established options to ensure positive client experience- Managed branch customer’s complaint portal (CRM) to filter resolved issues and follow up with delayed unresolved complaints to ensure prompt resolution- Drove and increased digital banking awareness and adoption among branch customers by 85% in 4 months- Assisted in setting performance goals for customer service officers at the branch, monitored and evaluated same to identify training needs- Trained customer service officers and cash tellers at the branch on new products and processes to bridge knowledge gap and received excellent feedback from trainees with a 40% reduction in number of customer complaints-Worked with business re-engineering team on collectibles process improvement using customer complaints as a tool - Escalated and subsequently followed up with respective departments or vendors for timely resolution of technical issues with work resources

Treasury Assets and Liabilities Management Officer

• Nov 2010 - Jan 2012

• Effectively monitored the Bank’s Balance Sheet to ensure profitability, avoided concentration risk and ensured compliance with the Bank’s preferred ratios• Used Scenario Analysis to determine effect of movements in Bank's Risk Assets and Deposits so as to ensure the Bank stays within its risk tolerance level• Efficiently managed the Bank’s Off-Balance Sheet Engagements• Monitored the Bank’s Money Market indices - Liquidity position, Risk Asset Position, Non Earning Assets position etc, at all times for weekly presentation of status to senior management• Ensured adequate funding of the Bank’s Real time gross settlement (RTGS) and Operating Account with the Central bank at all times to facilitate seamless treasury transactions processing• Analysed the Bank's deposit mix (i.e cost of funds) and ensured we stayed within the Bank's preferred ratios