Atinuke Alake Afolabi
Surulere,Nigeria
Summary
Dynamic and adaptable professional with a strong foundation in technical and computing skills, including proficiency in MS Office and data analysis tools like SPSS. Demonstrates exceptional cross-cultural adaptability, thriving in diverse, fast-paced environments while maintaining a polished professional image. Highly self-motivated with proven problem-solving abilities, excelling under pressure and tight deadlines. Effective communicator with excellent oral and written skills, adept at active listening and interpersonal savvy. Experienced leader skilled at motivating cross-functional teams towards shared goals, with a commitment to continuous learning in banking platforms and industry concepts. Knowledgeable in cybersecurity measures and compliance legislation, ensuring adherence to standards while delivering outstanding customer service.
Offering strong leadership and customer service skills with background in team management and operational efficiency. Knowledgeable about conflict resolution and relationship building to enhance customer satisfaction. Ready to use and develop communication, problem-solving, and organisational skills in leadership role.
Overview
1
1
Language
1
1
Certification
10
10
years of post-secondary education
18
18
years of professional experience
Work history
Branch Service Manager (BSM)
Wema Bank Plc
Lagos, Nigeria
2022.07 - Current
- Team Leadership & Performance: Lead and mentor a team of 35 branch staff using clear KPIs and performance frameworks, consistently exceeding team targets by 15%+.
Financial Growth & Revenue: Execute strategic operational plans and manage a daily budget of ₦1.20B, increasing overall net branch earnings by 20%.
Customer Retention & Satisfaction: Drive customer-centric retention initiatives, boosting overall CSAT scores by 25% and expanding long-term accounts by 18%.
Regulatory Compliance & Risk Control: Enforce strict adherence to CBN guidelines and internal controls, maintaining a 100% compliance audit score and eliminating operational losses.
Issue Resolution & Client Engagement: Resolve complex customer escalations within a 24–48-hour SLA window, growing High-Net-Worth (HNW) client retention by 12%.
Process Optimization: Conduct quarterly operational audits to resolve bottlenecks, cutting branch wait times by 58% and elevating daily throughput.
Staff Training & Development: Design and facilitate targeted training programs for 20+ team members, improving service delivery ratings by 40%.
Workforce Planning: Optimize staff rotas and resource allocation across departments to eliminate coverage downtime and maintain a 90%+ retention rate.
Customer Service Officer (CSO))
Wema Bank Plc
Lagos, Nigeria
2015.07 - 2022.06
- Desk Management & Floor Operations: Efficiently managed high-volume customer service desk operations, assisting 80+ clients daily while reducing average wait times by 50%.
- High-Volume Funds Transfer: Processed and verified interbank fund transfers worth over 50B monthly across key platforms including Finacle, NIP, NAPS, and AutoPay with 99.99% transaction accuracy.
- Cross-Functional Versatility: Handled dual capacity as both Customer Service and Funds Transfer Officer, seamlessly stepping in during peak hours to eliminate processing backlogs by 30%
- Product Engagement & Retention: Conducted comprehensive financial product reviews for 100+ accounts, driving repeat business and boosting customer retention by 15%
- Complaint Resolution & Ownership: End-to-end management of branch customer complaints in full compliance with bank SLAs, achieving a 95% first-contact resolution rate.
- Cross-Selling & Lead Generation: Identified upselling and cross-selling opportunities during routine interactions, referring 20+ qualified leads monthly to Relationship Managers and contributing to branch sales targets.
- Client Inquiry Resolution: Handled complex account inquiries promptly, maintaining personal customer satisfaction (CSAT) rating of 90%+
- Product Advisory: Provided in-depth product guidance and financial advisory to walk-in clients, expanding active digital banking adoption among existing users by 48%.
Personal Assistant to Executive Director (PA)
Southwest Wema Bank Plc
Lagos, Nigeria
2013.04 - 2015.04
- Executive Calendar & Diary Management: Took full ownership of the Executive Director’s daily diary and complex calendar, prioritizing engagements and providing timely schedule updates to ensure seamless day-to-day operations.
- Travel Logistics & Itinerary Planning: Arranged domestic and international travel logistics, including flight bookings, hotel accommodations, and ground transportation with detailed, end-to-end itineraries.
- Meeting Administration & Documentation: Attended high-level executive meetings to record accurate minutes, track action items, and facilitate prompt follow-up across departments.
- Correspondence & Written Communication: Drafted, edited, and managed confidential correspondence, executive emails, and official letters, maintaining strict professional standards.
- Event & Engagement Coordination: Managed the planning and logistics for corporate events, board meetings, and public speaking engagements to ensure flawless execution.
- Executive Gatekeeping & Daily Workflow: Screened incoming calls, prioritized critical emails, and managed visitor interactions, effectively conserving executive time and protecting core priorities.
(N.Y.S.C)
Lagos Island LCDA, Lagos Island, Lagos State
Lagos Island, Nigeria
2010.03 - 2011.02
- Stock Management & Reordering: Oversee daily stocktaking procedures and maintained optimal inventory reorder levels to prevent stockouts and operational downtime.
- Inventory Reconciliation & Accuracy: Performed regular physical stock counts and reconciled them with bin card records, eliminating stock discrepancies and improving inventory tracking.
- Daily Audits & Recordkeeping: Completed daily physical stock audits with high precision, ensuring 100% data integrity and accurate inventory records.
- Loss Prevention & Control: Enforced strict storage and inventory handling standards to minimize wastage, damage, and stock shrinkage across facility.
- Key Achievement: Achieved 100% accuracy between physical stock counts and bin card logs across entire service duration by implementing strict daily audit routines.
- Key Achievement: Maintained uninterrupted workflow by accurately forecasting material usage and consistently keeping inventory.
Assistant Warehouse Manager (Industrial Training)
Focus Express Freight Ser. Limited, Ajao Estate, Lagos (Nig. Branch)
Ajao Estate, Nigeria
2008.04 - 2009.03
- Inventory Reporting & Administration: Prepared comprehensive inventory reports and maintained meticulous records to ensure complete stock visibility and accuracy across warehouse operations.
- Consignment & Logistics Tracking: Monitored end-to-end movement of client consignments from dispatch to final delivery, ensuring timely fulfillment and adherence to schedules.
- Financial Oversight & Expense Control: Oversaw warehouse operational accounts and daily statement of expenses to ensure cost efficiency and budget compliance.
- Dispatch & Shipment Operations: Coordinated daily dispatch procedures and outbound shipment workflows to maintain seamless supply chain operations.
- Process & Operational Oversight: Supervised core warehouse processes and operational practices, identifying workflow bottlenecks and maintaining high service delivery standards.
- Policy Development & Process Improvement: Recommended and implemented strategic operational policies that enhanced overall process efficiency and company goodwill.
- Team Guidance & Alignment: Mentored and supervised staff, aligning team goals with organizational priorities to boost overall productivity and performance.
- Operational Transformation: Overhauled branch warehouse operations by introducing structured, data-driven reporting formats that improved administrative efficiency and decision-making.
- Productivity & Leadership Impact: Transitioned to a collaborative leadership style, significantly boosting team morale, operational output, and alignment with corporate goals.
Education
Certificate of Higher Education in banking - Chartered Banker (CIBN)
The Chartered Institute of Bankers of Nigeria
lagos/Nigera 2025.10 -
Higher National Diploma - Purchasing and supply
Kwara State Polytechnic
Ilorin, Kwara State 2007.04 - 2009.09
Ordinary National Diploma - Purchasing and supply
Kwara State Polytechnics
Ilorin, Kwara State 2004.03 - 2006.09
O-Levels - First School Leaving Certificate
Anglican Grammar School
Ilaro, Ogun State 1991.02 - 1996.06
Skills
- Technical & Computing: Proficient in MS Office (Excel, Word, PowerPoint) and Data Analysis tools (SPSS)
- Cross-Cultural Adaptability: Proven ability to thrive and collaborate in diverse, fast-paced, and multicultural work environments
- Problem Solving & Initiative: Highly self-motivated with strong initiative, excelling in high-pressure situations and tight deadlines
- Communication & Interpersonal: Excellent oral and written communication skills with strong active listening capabilities
- Leadership & Collaboration: Effective team player and experienced leader skilled at motivating cross-functional teams toward shared goals
- Professional Image & Conduct: Maintains a polished, highly professional demeanor and executive presentation at all times
- Continuous Learning: Quick learner, adept at mastering new banking platforms, industry concepts, and operational frameworks
Certification
- Personal Branding: Stand Out and Succeed University of Michigan
- Personal Productivity, Time Management and Prioritization Starweaver
- Business Analytics with Excel: Elementary to Advanced Johns Hopkins University
- Critical Thinking Skills for the Professional University of California, Davis
- Operational Risk Management: Frameworks & Strategies New York Institute of Finance
- Introduction to Risk Management New York Institute of Finance
- Innovation and emerging technology: Be disruptive Coursera
- Build personal resilienceBuild personal resilience Coursera
Languages
English
Fluent
Affiliations
- exploring digital banking trends, and reading leadership literature. Active in personal wellness routines and participating in professional networking and community initiatives.
- Participating in professional body activities (including CIBN and NIM) and community development projects.
- Passionate about discovering new cultures and locations through travel, and enjoying music for creative inspiration and relaxation.
REFREES
To be provided on request.
HOBBIES
Taking on new challenges, reading, listening to good music and looking good.
OTHER TRAININGS & QUALIFICATIONS
- Wema Operations Academy
- Operations Risk Management Training
- PCIDSS (Payment Card Industry Data Security Standards) Training
- Anti-money Laundering/Combating Financial Terrorism Training
- Certificate in Desktop Publishing.
- Skill Acquisition Club (NYSC)
- Certificate in Management (NIM)
- Graduate Member (NIM)
- Signature Verifier Certificate (ICAN)
- Infosec Trainings and Certificates.
Accomplishments
- Best Overall Branch Service Manager (Q2 2024): Recognized as the top-performing Branch Service Manager across the Lagos Region for operational excellence and leadership.
- #1 Regional Customer Rating Award (Q2 2024): Ranked #1 in customer satisfaction and service delivery ratings across all regional branches.
Timeline
Certificate of Higher Education in banking - Chartered Banker (CIBN)
The Chartered Institute of Bankers of Nigeria
2025.10 -
Branch Service Manager (BSM)
Wema Bank Plc
2022.07 - Current
Customer Service Officer (CSO))
Wema Bank Plc
2015.07 - 2022.06
Personal Assistant to Executive Director (PA)
Southwest Wema Bank Plc
2013.04 - 2015.04
(N.Y.S.C)
Lagos Island LCDA, Lagos Island, Lagos State
2010.03 - 2011.02
Assistant Warehouse Manager (Industrial Training)
Focus Express Freight Ser. Limited, Ajao Estate, Lagos (Nig. Branch)
2008.04 - 2009.03
Higher National Diploma - Purchasing and supply
Kwara State Polytechnic
2007.04 - 2009.09
Ordinary National Diploma - Purchasing and supply
Kwara State Polytechnics
2004.03 - 2006.09
O-Levels - First School Leaving Certificate
Anglican Grammar School
1991.02 - 1996.06