OLUMIDE IDOWU
Ibadan,Nigeria
Summary
Skilled Branch Manager with demonstrated success in coordinating team and financial activities. Friendly and adaptable professional with remarkable leadership and programme management skills. Strong track record of forging trusted client relationships.
Overview
17
17
years of professional experience
13
13
years of post-secondary education
Work history
Branch Manager
Fidelity Bank Plc
Ibadan, Nigeria
2022.06 - Current
- Ensure that quality staff with top-level strengths, improving overall talent and skills set for organization are recruited, motivated, trained and retained for the Bank.
- Uncovered and resolved strategic and tactical issues impacting sales management and business operations.
- Boosted branch sales by developing and deepening customer loyalty through efficient relationship management.
- Conducted regular branch staff meetings to communicate goals and objectives.
- Performed monthly and quarterly employee performance appraisals.
- Provide leadership, coaching, training/development and supervision to all staff of the branch.
Team Lead
Fidelity Bank Plc
Ibadan, Nigeria
2014.04 - 2022.06
- Developed and implemented strategic processes for improved productivity and profitability.
- Quality relationship management of the customers within the purview of my relationship management, and the entire bank customers at large
- Promoted company values and vision, ensuring full team adherence and investment.
- Mentored and coached junior staff to produce high-performing, quality team members.
- Monitored staff performance levels, implementing necessary changes to improve productivity and meet targets.
Cash Management Officer, Regional Operations
Fidelity Bank Plc
Ibadan, Nigeria
2012.11 - 2014.04
- Monitoring of vault balances for branches across the South West Region which spans through 7 different states, and ensure that the branches are alerted when they are close to, or overshoot their vault limits; or has a volume of cash that is too low to cater for their cash transactions/operations
- Cash Movement across the branches of the South West Region in Nigeria - Oyo, Ogun, Osun, Ondo, Lagos, Ekiti, and Kwara States
- Facilitation of cash swaps with other banks
- Established clear budgets and cost controls strategies to meet objectives.
Head, Customer Service Unit
Fidelity Bank Plc
Ibadan, Nigeria
2011.09 - 2012.11
- Ensuring that all Customer Service processes (account opening, etc) are performed accurately, efficiently, and in line with the bank's policies, to produce reliable records and prevent transaction errors
- Ensuring the implementation of standard/minimum turnaround time for the various products and services in the unit and ensure adherence
- Ensuring customers (internal and external) are satisfied by the quality of service offered in order to reduce customer complaints to the barest minimum
- Conduct of daily inspection on the branch equipments and facilities (e.g air conditioners, computers, printers, restrooms etc) to ensure optimal functionality
- Ensuring the professional image of the bank as it affects or relates to public relations and the brand is strongly preserved
- Supervision of other customer service officers and effectively manage all human resources related issues in the unit
- Owned end-to-end complaint handling and resolution in line with established procedures.
- Identified complaint trends and patterns to report to supervisors and guide changes.
- De-escalated aggressive behaviour using effective conflict resolution techniques.
- Responded to customer feedback within target timescales.
- Documented customer interactions, following company policy and procedure in all engagements.
- Communicated customer feedback through appropriate channels to help fuel continuous improvement.
Customer Service Officer
Fidelity Bank Plc
Ibadan, Nigeria
2009.12 - 2011.09
- Opening of Accounts (Savings, Current, Domiciliary, Fixed deposit, Facility accounts, and so on)
- Setting up/maintenance of customers' mandate/instruction: account closure, reactivation, accounts freeze/unfreeze, standing order maintenance, issuance of account statements, banker's confirmation, reference letters, stop payment orders, sms alerts, internet/mobile banking application set up, cheque requisition, priming of atm cards, etc
- Prompt response to customers' complaints/queries/balance enquiries, etc and ensure that solutions are promptly proffered to the complaints/requests
- Provided professional and helpful support to new and existing clients.
- Applied best practices to comply with customer service procedures.
Funds Transfer Officer
Fidelity Bank Plc
Ibadan, Nigeria
2009.11 - 2009.12
- Processing of funds transfer from one account to another within the bank; and to accounts in other banks
- Collection and processing of clearing instruments - outward cheques, dividend warrants, managers cheques, inward cheques, etc
- Preparation of caution notice on outward cheques
- Issuance of manager's cheque/bank draft
- Preparation of Proofs of accounts maintained by the Funds Transfer Unit and ensure they are submitted to the Head of Operations or the appropriate person/unit before deadline
Teller
Fidelity Bank Plc
Ibadan, Nigeria
2009.02 - 2009.11
- Processed account deposits, withdrawals and updates to meet customer needs.
- Completed accurate, high-volume money counts via both manual and machine-driven approaches.
- Reconciled cash drawers and daily transaction records to support accuracy.
- Adherence to vault security procedures and access requirements.
- Upheld strict financial controls by keeping funds secure and accurately transferring monies.
Administrative/Human Resources Officer
Rohi International School
Igbusi, Ogun State, Nigeria
2007.10 - 2009.01
- Management and update of a database programming for the entire school system
- Performing Human Resources related functions such as Recruitment & Selection, Training & Development, Compensation & Benefit, Performance Management, Career Management & Succession Planning, and so on.
- Assessed and improved compensation packages, attracting highly qualified applicants for organizational vacancies.
- Managed performance appraisal systems and policies.
- Educated management on successful approaches for enhancing policy implementation and enforcement, preventing legal issues involving employees.
- Delivered consistent and reliable administration through strategic planning and coordination of HR functions.
National Youth Service Corp
Nigerian Airspace Management Agency
Lagos, Nigeria
2006.10 - 2007.08
- Transmission of Aeronautic messages from the Communication Centre (MMIA) to the NAMA HQ through the electronic medium of Microsoft Outlook
- Receipt of Aircrafts' Arrival & Departure messages from the CONTROL TOWER and dispatching accordingly for electronic transmission
- Transmission of Aircrafts' Arrival & Departure messages through the electronic medium of Microsoft Outlook
- Receipt of FLIGHT PLANS from the Aeronautical Information Services (AIS), and dispatch accordingly for electronic transmission.
Education
Chartered Member (ACIPM - Human Resource Management
Chartered Institute of Personnel Management of Nigeria
NigeriaMaster of Science - Managerial Psychology
University of Ibadan
Nigeria 2013.09 - 2015.12
B.Ed (Hons) - Economics Education
University of Ibadan
Nigeria 2001.09 - 2006.02
West African Examination Certificate (WAEC) -
Loyola College
Nigeria 1997.06 - 1998.06
West African Examination Certificate (WAEC -
Methodist Grammar School
Nigeria 1991.09 - 1997.06
Skills
- Risk mitigation strategies
- Human resources knowledge
- Verbal/written communication
- Relationship management
- Student motivation techniques
Languages
English
Fluent
Timeline
Branch Manager
Fidelity Bank Plc
2022.06 - Current
Team Lead
Fidelity Bank Plc
2014.04 - 2022.06
Master of Science - Managerial Psychology
University of Ibadan
2013.09 - 2015.12
Cash Management Officer, Regional Operations
Fidelity Bank Plc
2012.11 - 2014.04
Head, Customer Service Unit
Fidelity Bank Plc
2011.09 - 2012.11
Customer Service Officer
Fidelity Bank Plc
2009.12 - 2011.09
Funds Transfer Officer
Fidelity Bank Plc
2009.11 - 2009.12
Teller
Fidelity Bank Plc
2009.02 - 2009.11
Administrative/Human Resources Officer
Rohi International School
2007.10 - 2009.01
National Youth Service Corp
Nigerian Airspace Management Agency
2006.10 - 2007.08
B.Ed (Hons) - Economics Education
University of Ibadan
2001.09 - 2006.02
West African Examination Certificate (WAEC) -
Loyola College
1997.06 - 1998.06
West African Examination Certificate (WAEC -
Methodist Grammar School
1991.09 - 1997.06
Chartered Member (ACIPM - Human Resource Management
Chartered Institute of Personnel Management of Nigeria