Operations Manager
Oxford International Group
مجموع سنوات الخبرة :8 years, 0 أشهر
• Facilitated improvements to existing processes and procedures by acting as positive catalyst for change in team leader role.
• Supervises, identify and monitors engagement and development of new market opportunities and penetration strategies for business growth across both retail and organization investor groups.
• Supervises and tracks development of new and existing clients in order to expand business.
• Addresses and reports business development challenges with investigation to proactively mitigate near and future investment problems with active fall rate and minimal escalations up to 10%.
• Responsible for Brand Promotion as well as risk management.
• Supervising overall management, planning and controls of daily work activities.
• Improve marketing exposure through effective business management and direct correspondence with potential clients.
• Daily content creation, unique plans, profitable targets and business goals through excellent negotiation skills.
• Supervises creation and presentations for client portfolios.
• Developing and implementation of goals, objectives, and key results for department.
• Overseeing conduct, preparation and review of materials used in financing of clients, including investment memoranda, management presentations and pitch books.
• Perform various valuation methods - comparable companies, precedents, and DCF.
• Responsible for continual improvement of operations including suggesting modification to interest rates and engagement strategy to improve efficiency.
• Supervised average of 25 staffs, overseeing training and development needs since 03, 2021.
• Worked closely with management team to identify and mitigate potential operational risks.
• Produced monthly reports to update staff and management on challenges and successes.
• Adapted communication style to liaise at all levels confidently and effectively.
• Monitored and improved team performance to ensure operational targets were met or surpassed with consistency.
• Regularly monitored and reviewed operational performance, aiding improved business strategy to maximize productivity.
• Assigned daily tasks and result oriented KPIs to unit teams and mentored them.
• Redesigned workflows and structures that aided seamless and smart processing which ensured consistent output in positive service delivery.
• Managed company logbook processing for consumer delivery and logistics.
• Support in preparation and coordination of special campaigns undertaken from time to time such as Thankful Hour, Week long and Weekend deals Hunt.
• Daily report and supervision on target achievement and objectives on tech application with areas covering VAS, bill payment and deals purchase.
• Worked with Head Strategy and Finance aiming at Structuring, streamlining overall processes of company.
• Created functional appraisal workbook, scorecard and self-evaluation chart for staffs to be conducted monthly and mid-year.
• Contributed to improved level of performance, SLA and clearly defined JDs across department.
• Ensure day to day activities of products, sales customer service and marketing department.
• Daily assigned tasks, result oriented KPIs to team units and work closely, mentoring and redesigning workflows and structures that aided seamless and smart processing which ensured consistent output in positive service delivery.
• Trained and mentored staffs to consistently meet and exceed service target KPIs.
• Guaranteed staff and visitor safety by supervising and scheduling facilities maintenance.
• Improved customer satisfaction by resolving all product and service issues especially on all banks alternative Channels.
• Resolved problems, improved operations and provided exceptional service by 90% at branch level.
• Managed collaborations with customer service and marketing department maintaining optimum level of communication for effective and efficient completion of projects.
• Communicating with internal teams to discuss sales targets.
• Managed on - boarding of customers on E-channels, thereby increasing Branch Profitability on alternate channel banking by over 70% alongside sales team.
• Prepared variety of different written communications, reports and documents to ensure smooth operations.
• Evaluated suppliers by assessing quality, timeliness and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency.
• Reviewed performance data to monitor and measure productivity and goal progress.
• Lead branch brand marketing and management thereby increasing profit by over 30% monthly.
• Supervising overall management, planning and controls of daily work activities.
• Supervise review cash flow, balancing of accounts, cost control and budgeting.
• Perform and report due diligence, research, analysis, and documentation of live transactions.
• Oversaw maintenance feedback and working relationship between sales, marketing, operations, IT and product/e-banking teams. Each providing daily activity reports.
• Ensured that all operations are carried out in strict compliance to CBN/Bank policies and procedures.
• Train and develop assigned staff on relevant skills to enable them become proficient on job and deliver respective section objectives.
• Ensure training of all personnel on unsafe act/ conditions that go against company code of conduct.
• Upheld great standards of leadership for employees, consistently leading by example.
• Delegated daily tasks to employees, streamlining daily progress and efficiency.
• Eased team transitions and new employee orientation through effective training and development.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
• Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
• Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
• Helped clients plan for and fund retirements using mutual funds and other options.
• Educated clients on various financial matters and provided professional recommendations on investment opportunities, products and services based on each clients' individual needs.
• Cultivated and strengthened relationships with new and existing clients.
• Coordination and management of customer service projects and initiatives; such as increased card acquisition and increased cash deposit mobilization. This contributed to effective monitoring and evaluation of staff performance.
• Identification and address of staff training and coaching needs; support and implementation of growth strategies personally and professionally.
• Responsible for overall supervision of branch general entries, general ledger reconciliation accounts, daily/weekly and monthly reports (Bank reconciliation, debtors accounts, check process and clearance reports/cash shortages and excess reports/ and other Allied products reconciliation reports.
• Managed complex and escalated customer service issues; tracked customer service resolutions, identified and implemented strategies to improve quality of service, productivity and overall profitability.
• Coordinated all cash activities and ensured timely processing of over counter and ATM transactions ON/OFF weekdays.
• Monitored to ensure maintenance of adequate control in transaction processing with aim of minimizing risk of fraud losses and theft.
• Supervised effectively and accurately balancing of all internal accounts such as WHT, Proxy, Collections and Internal Accounts, cash holdings and vault administration recording zero fraud and mismanagement.
• Managed input framework for preparation of Department/ Unit Budgets and coordinated implementation of approved budgets and work plans to deliver bank objectives.
• Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
• Kept up-to-date and accurate funding accounts for internal departments, key programs and special projects.
• Established and enforced internal controls, workflows and policies for tracking, reconciling and reporting on accounting activities.
• Thoroughly monitored compliance with customer service standards to maintain stellar industry reputation.
• Performed cashier duties, including balancing and end-of-day banking, with faultless accuracy.
• Led customer service team to drive urgent and critical delivery of service and income in bank and ensured team provided excellent customer service and feedback from customers to responsible units ensuring that all requisitions are achieved and exceeded in expectations.
• Managed effectively customer accounts and reactivation to maintain contact with new and existing customers on routine account management activities likewise inbound and outbound transactions.
• Ensured management of schedule and tracker of all physical assets at customer service unit for all required filings and regulatory returns and ensured that these are always resolved and delivered within specified timelines -keeping bank free from regulatory infractions and reputation / media risks.
• Plan and coordinate all activities in assigned area to meet functional objectives and meet deliverable targets.
• Investigate and highlight any significant variances to support effective performance, CSM and service delivery.
• Ensured strict adherence to FATCA procedures and SLAs.
• Ensure all regulatory bodies certificates and requirement are up to date in compliance with relevant provisions.
• On-job-training of subordinates and trainees.
• Ensured youthful and courteous disposition of tellers and custodians during bank approved SLA & TAT on all transactions and implementation of C1 and services against odds.
• Responded quickly to email and live chat requests, offering prompt solutions to maintain customer satisfaction.
• Recorded and processed customer data accurately, employing attention to detail to ensure error-free information.
• Offered detailed advice on product and service benefits, maintaining customer satisfaction and generating repeat business.
• Expertly de-escalated objections and disputes, handling professionally and efficiently to maintain customer satisfaction.
• Performed in-depth product research to answer and resolve complex customer questions.
• Advised management of customer service trends, creating proactive strategies to maintain best practices.
• Participated in regular training to maintain up-to-date knowledge on company products and policies.
• Demonstrated new products to customers, explaining benefits and special features to create interest and enhance sales.
• Responded promptly to enquiries from clients, members and staff via email, post and fax.
Specializing in International Business Trade and Management