Head, Service Quality Management & Assurance
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مجموع سنوات الخبرة :22 years, 3 أشهر
Dec.2008 -Date United Bank for Africa Plc.
Head, Service Quality Management & Assurance
* Bank wide maintenance, installation, sustenance and management of the bank's ISO 9001:2008 Quality Management System (QMS) Certification.
* Management and coordination of service quality measurement and customer service issues/initiatives of the customer service division in the branches
* Responsible for driving the implementation of the bank's new initiative to build a customer centric organization through the implementation of COPC -2000 CSP or OSP Standard (Customer Operation Performance Centre Inc, Customer Service Providers-CSP-certification)
* Development of Vital few process/system SLA/TAT measurement & survey management frameworks for the bank
* provides support to Group Strategy for the development of framework for Customer Fulfillment Centre-CFC (ie Contact Centre)
* Measurement of service level agreements/TATs for processes, systems and generation of weekly dashboard for executive management review
* Tracking of operations rejects & impact on customer experience, driving for zero rejects in group operations
* Development of customer service standard framework for branches bankwide
* Relief Head, Customer Interaction Centre
* Conducts induction trainings for new hires and banking school trainees
* Conducts process audits to identify gaps & improvement points in service delivery chain
* Conducts service quality measurement at pre-determined intervals
* Coordinate the implementation of quarterly customer satisfaction surveys, listening posts, problem resolution statisfaction study, mystery shopping and other feedback initiatives/tools that monitor service quality, products performance, measure customer satisfaction
* Drive the implementation and monitoring of service excellence programs in business offices bankwide
* Conducts benchmark studies & Customer experience management
* Continuous training and sensitization of UBA ISO Auditors & Branch ISO Representatives
* Providing support for ISO Certification of UBA Banks in Africa
* Review the customer complaint management framework and resulting reports from Customer Contact Manager on weekly basis
* Collaborate with and engage stakeholders on improvement initiatives
* Management of SLAs in UBA Nigeria and UBA Africa
* Management and coordination of Service Quality Managers in the regional banks in UBA Nigeria & Africa.
* Liasing with certification bodies
* supports best practice in Occupational, Health & Safety Management
* Provides support to Director, UBA Group Shared Services Centre
July 2008-Nov.2008 Research International Market Trends
Head, Operations & Planning
* Start to end project management of local and foreign projects on marketing research for clients
* Management of operation offices in Abuja, Kano and East
* Management of Quality Control & Data Processing departments
* Harmonizing the company's processes with the south African sister company
* Development of business processes specifically for operations and planning department to meet the requirements of ISO 20252 (Marketing Research Certification) & ISO 9001-Quality Management System
* Management of field interviewers & other operations staff
* Responsible for project budget control and timeliness
Nov.2005-July 2008 CardCentre Nigeria Limited -CHAMS Subsidiary
(Banking Cards-ATM /Scratch Cards Manufacturer)
AGM, Quality Management
• Develops work plan, documents and identified processes and procedures required for ISO 9001:2000 and Europay, MasterCard, Visa (EMV) Certification Projects.
• Card Quality Control & Audit Control management.
• Conducts training on EMV (Europay MasterCard Visa) specifications, certification requirements, ISO 7816 and ISO 9001:2000 certification to all levels of employees.
• key business processes development in line with international standards requirements.
• Business system appraisal and reporting.
• Customer satisfaction measurement
• Coordinates ISO 9001:2000 internal audit schedule.
• Investigates the root cause of customer complaints, process problems and advise management on appropriate corrective actions.
• Designs and develops monitoring tools, forms, procedural guidelines and /or manuals in support of obtaining ISO registration of the Business Management System.
• Develops value added recommendations to improve operational effectiveness and efficiency, to improve internal controls and to reduce risks to the organization;
• Manages company's participation at CardExpo.
• Liases with external bodies on Quality (ISO 9001:2000 Registration), Occupational Health & Safety (ISO 18001) and VISA certification.
Project Manager:CHAMS INEC Voters' ID Card Project. (Dec 2006-Nov.2007)
* Sets up a Card plant delivering 1.6 million cards/day in Abuja.
* Designs workable project plan for 4B Naira project
* Develops manpower and contingencies plans for the project.
* Ensures that all assigned tasks to project members and contractors were met within agreed time scale prior to actual project take -off.
* Liases with Client-INEC on Data Issues, database specifications, other contractual issues and responsible for management of some stakeholders.
* Ensures that the project was completed on time
* Trains engaged employees on Quality Management Principles / Practises and best practices in manufacturing & card personalization
2003- 2005 Zakhem /Lama Constuction Nig. Ltd. Ahaoda-PH
Quality Assurance/Quality Control Manager
* Generates procedures for identified processes.
* Performance Measurement and Evaluation.
* Process/Project documentation management.
* Community disturbances and work stoppages management..
* Anchors ISO Certification process.
* Tracks and monitors the implementation of established processes
* Liases with external bodies such as SON on ISO Certification Project.
* Monitors the performance of the Quality System and writes report to Management.
* Vendors appraisal
* Mobilizes plant, equipment and labour to site
1994-2002 IPWA Plc.
Lagos
Quality Assurance Manager/Analytical Chemist
* Ensures company products meet set standard on continual basis.
* Manages transition from ISO 9002:1994 to ISO 9001:2000.
* Co-ordinates all quality plans and procedures implementation
* Engages in process control and process optimization..
* Coordinates the Quality System Audit Team.
* Coordinates the Quality System Audit Team.
* Liases with external party on Quality related issues..
* Develops internal Quality Standards and Specification.
* Writes report to management on performance of the Quality System
* Raw Materials Evaluation, maintenance of industrial/Marine coatings.
* Colour/Products development and formulation.
* Prepares annual technical plan for assigned product line
* Responsible for the control of inputs into production of finished goods.
* Provides technical service to customers.
* Manages instrumentation laboratory and Sets specification for products and raw materials
* Participates in several committees' decision efforts including Stock Control and New Product Development Committees.
* Investigates root cause of product failure, customer complaints and reverts to Management. And undertakes cost reduction activities..
* Product Development, Raw Material evaluation and factory supervision
Tutor 1993-1994 Apata Memorial High school Lagos.
* Teaching of Chemistry, UME & O, level classes.
* Prepares Teaching Aids and lessons' notes.
Travelling Secretary/Tutor (NYSC) 1991-1992 Students Christian Movement (SCM) of Nigeria
• Coordination of the Cross Rivers State branch activities, designs value added programs and ensures execution of approved projects.
* Monitors Projects and writes monthly reports to Head quarters
• Effective Audit Report Writing-BSI (British Standards Institute) • Branch Operation Management-UBA Academy • Anti -Money Laundry Training 1 & 2.-UBA Academy • Transition training from ISO 9001:2000 to ISO 9001:2008-ASQ (American Society for Quality) • Executive Masters Certificate, Project Management College, UK • ISO 14001:2004 Requirements from A to Z-American Society for Quality (ASQ) • Identifying Environmental (ISO 14001) Aspects & Impacts-ASQ • Level 3 HSE Supervision Course-SHELL Organized.NISP • Implementation and Auditor Courses, Occupational Health & Safety Management System, OSHAS 18001. Standards Organization of Nigeria, (SON)
* 2011 M.Sc Project Management, University of Aberdeen, Scotland
* 2005 MBA Marketing University of Ibadan Ibadan
MPHIL/PHD grade
* 1991 BSC Chemistry