Summary
Overview
Work History
Education
Skills
Languages
References
Hobbies
Timeline
Generic

Chidinma Mba-Oligo

Abuja, FCT,FCT

Summary

Dynamic professional with nearly two decades of experience in the financial sector, including tenures at two prestigious international institutions and the Central Bank of Nigeria. Expertise in personnel management, complaint resolution, and mediation, combined with a strong understanding of regulatory compliance, enables effective navigation of complex challenges within the industry. Proficient in financial statement analysis and relationship management, with a top priority of fostering inclusive stakeholder experiences. Committed to enhancing stakeholder engagement and satisfaction while upholding organizational values and contributing meaningfully to team success.

Overview

16
16
years of professional experience

Work History

Information and Client Services Unit

Central Bank of Nigeria
05.2024 - Current
  • To oversee/manage complaints and serve as liaison between Head Office, Branches and other stakeholders on service delivery.
  • Significantly reduced the number of outstanding complaints by 75% with six months of resumption and also reduced the TAT on fresh complaints resolution by 50%.
  • Ensuring timely execution of the Unit deliverables and monthly reports are delivered on or before the first 3days of the next month.
  • Managing approximately 20 incoming calls, emails and complaints per day from customers.
  • Coordinating the knowledge sharing activities of the Unit.
  • Service Delivery and Management: Ensures efficient management and utilization of resources available to the Unit.
  • Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes, and works cooperatively with Staff of the Unit to provide effective service delivery
  • Ensures the records created and received are in compliance with the Bank’s Records Management policy.
  • Conduct Investigation of Complaints: Reviews and vets complaints documents
  • Requests information from relevant departments and DMBs
  • Reviews draft letters to DMBs for investigation
  • Follow up on responses from DMBs on complaints
  • Communicates to the complainants about the outcome of investigations
  • Escalates unresolved complaints to Consumer Protection Department
  • Prepares investigation of complaints response for the BC’s signature.
  • Monitors Service Delivery Standards: Acts as the Branch Servicom focal officer
  • Receives approved service delivery standard from BOD
  • Communicates SDS to heads of offices
  • Monitors compliance with Service Delivery Standards
  • Discusses implementation of approved SDS with Heads of Offices.
  • Conducts Customer Satisfaction Survey in the Branch: Designs survey questionnaires
  • Administers questionnaires to customers
  • Retrieves and analyse questionnaires
  • Submits report/discuss findings with BC
  • Communicates findings to Offices.

Complaints Management and Mediation Officer (CPD)

Central Bank of Nigeria
09.2018 - 05.2024
  • Treated fresh complaints received from consumers of financial services which are escalated to the Central Bank of Nigeria (CBN) in line with extant regulations and provisions of the guide to bank charges as well as other monetary policy circulars and publication relevant to the issue(s).
  • Treated complaints escalated to the CBN from financial institutions (FIs), alternate dispute resolution agencies and other institutions in line with extant regulations and provisions of the guide to bank charges as well as other monetary policy circulars and publication relevant to the issue(s).
  • Handled complaints referred to the CPD by the Courts by conducting on-site investigations and as a fall-out, generated reports of the findings which were submitted to the Courts.
  • Conducted mediation meetings and technical review sessions between consumers of financial services and the financial institutions in line with extant regulations and provisions of the guide to bank charges as well as other monetary policy circulars and publication relevant to the issue(s).
  • Prepared and analyzed monthly activity reports.
  • Prepared reports required by other specific business units.
  • Maintained complaints database.
  • Identified emerging trends in the financial sector to enhance the promulgation of relevant policies.

Human Resources Manager

Nitty-Gritties Nigeria Limited
12.2013 - 08.2018
  • Directly responsible for the overall administration, coordination and evaluation of the human resource function.
  • Planned, organized and controlled all activities of the department. Participated in developing departmental goals, objectives and systems.
  • Conducted recruitment effort for all exempt and nonexempt personnel, students and temporary employees; facilitated the onboarding of new hires; monitored career-path program, employee relations counseling, outplacement counseling and exit interviewing; involved in advert placements.
  • Established and maintained departmental records and reports. Participated in administrative staff meetings and attended other meetings, such as seminars and workshops. Maintained company organizational charts and employee directory.

Customer Relationship Officer

Standard Chartered Bank
11.2012 - 11.2013
  • Rendered personalized services to priority customers of the bank.
  • Delivered 80% of the banks’ products month-on-month to priority customers.
  • On-boarded approximately 10 new relationships for the bank monthly.
  • Generated assets and increased the liability portfolio of the branch by about 70%
  • Performed other incidental and related duties as required and assigned.

Customer Service Officer

Zenith Bank Plc
03.2009 - 10.2012
  • Customer services & management.
  • Ensured a high degree of responsibility towards customer confidentiality.
  • Escalated & facilitated the resolution of customer complaints.
  • Proper documentation and filing of documents.
  • Updated customer records on the bank’s database.
  • Timely Rendition of monthly statutory reports.
  • Performed other incidental and related duties as required and assigned.

Education

Associateship of the Chartered Institute of Bankers -

Chartered Institute of Bankers of Nigeria
Abuja, FCT, Nigeria
04-2025

Master of Business Administration - HRM

Nile University of Nigeria
Abuja, FCT, Nigeria
10-2022

Human Resource Practices - Certificate

E-Cornell University
01.2012

B.Sc. - Second Class Upper

University of Nigeria, Nsukka
Enugu, Enugu State, Nigeria
01.2006

Skills

  • Effective leadership skills
  • Strong organizational skills
  • Strong communication skills
  • Strong problem solving and analytical skills
  • Time management

Languages

English
Bilingual or Proficient (C2)
French
Beginner (A1)

References

Justice Agbaeze, Branch Controller (Assistant   Director), Central Bank of   Nigeria (CBN), 08035983634

Hobbies

Researching, Reading and Travelling.

Timeline

Information and Client Services Unit

Central Bank of Nigeria
05.2024 - Current

Complaints Management and Mediation Officer (CPD)

Central Bank of Nigeria
09.2018 - 05.2024

Human Resources Manager

Nitty-Gritties Nigeria Limited
12.2013 - 08.2018

Customer Relationship Officer

Standard Chartered Bank
11.2012 - 11.2013

Customer Service Officer

Zenith Bank Plc
03.2009 - 10.2012

Associateship of the Chartered Institute of Bankers -

Chartered Institute of Bankers of Nigeria

Master of Business Administration - HRM

Nile University of Nigeria

Human Resource Practices - Certificate

E-Cornell University

B.Sc. - Second Class Upper

University of Nigeria, Nsukka

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Chidinma Mba-Oligo