OLUWATOYIN VICTORIA AGHOMI
Lagos
Summary
Highly resourceful, ethical, people-oriented, and result-driven Human Resource Generalist with over 12 years of core HR and Customer Service experience. My objective is to assist organizations in realizing the true value of their human capital and positioning employees through effective human resources management best practices in employee relations, learning, and development, talent management, recruitment, performance management, etc. This is carried out in a manner that enables them to align their objectives with the organization’s goals and eventually achieve personal satisfaction and the company's overall strategy.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Head, Human Capital & Administration
Nobleserve Finance Company Limited
Lagos
03.2018 - 01.2022
- I manage the execution of the HR Strategy and core areas of the HR department including Recruitment, Employee Relations, Workforce Administration, Employee Engagement, Payroll, Reward, and Recognition
- I support current and future business and manpower needs through the development, engagement, motivation, and preservation of human capital
- I analyze trends in compensation and benefits; research and propose competitive base and incentive pay programs to ensure the organization attracts and retains top talent
- I create and maintain efficient learning and development programs and initiatives that provide career and self-development opportunities for employees
- I design, implement, and monitor HR initiatives, systems, policies, and procedures across the organization
- Oversee the day-to-day administrative functions of the company to ensure judicious deployment of resources as well as maintaining a safe and secure work environment
- Monitor the organization’s culture so that it supports the attainment of the company’s goals and promotes employee engagement
- Lead the Talent Acquisition, Talent retention, employee engagement, and innovation process of the company
- I also take a lead role in transforming and strengthening the organizational culture, ensuring that the company values and approach are displayed
- I provide advice, counsel, and consultancy concerning the company policy, procedures, and ethical standards while ensuring compliance.
Human Resources Supervisor
Arik Air Limited (In Receivership)
Lagos
06.2016 - 02.2018
- Function as a Business partner executing strategic HR initiatives across departments within the Arik network in Nigeria and the West Coast region
- From staffing to performance management to compensation planning, succession planning, and employee engagement amongst others
- Accountable for defining HR policies and processes that support the mission and vision of Arik Air Limited while also ensuring compliance
- Responsible for the management of the health insurance scheme for the organization where I handle logged complaints and make a timely resolution a priority
- Support the team that manages employee and industrial relations for the organization by negotiating with the Unions as evidenced by the successful compilation of the Company’s condition of service
- Delivered quick and effective responses to all general inquiries, grievances, and complaints thereby improving employee engagement in the workplace
- Supported my team of HR Advisors while managing oversight function on their deliverables and this is done in a timely and professional way
- Responsible for end-to-end recruitment and selection process which includes placing adverts, conducting interviews, pre-employment checks, onboarding exercises, reference checks, negotiating salary offers, and issuing job confirmation letters and other internal communications
- Identified training and development needs with the Head of the Business Units and liaised with the L&D team to produce a training plan accordingly
- Established internal disciplinary investigations, chaired committees, and ensured compliance with company disciplinary policy
- Accountable for drafting company policies, memos, and reports for authorizing signatures as required.
Human Resources Advisor
Arik Air Limited (In Receivership)
Lagos
11.2009 - 05.2016
- Fulfilled a broad range of HR functions across all business units in Nigeria and the West Coast region, these include recruiting and training employees, administering benefits, overseeing disciplinary action, managing HR records, and resolving conflicts amongst others
- Verified completion and accuracy of employment paperwork and remits to the payroll office promptly
- Manage the probation and confirmation of new hires
- Interpreted policies and procedures to employees regarding their full adherence
- Developed constructive and cooperative working relationships with business units and maintained the same over time in a bid to promote employee engagement
- Led and participated in various HR projects including Employee Grade structure and harmonization exercise
- Interpreted and explained human resources policies, standards, and regulations to employees across all levels and networks
- Updated job knowledge by participating in conferences, seminars, and educational opportunities while improving my professional network
- Drove the staff redundancy projects in Cote d Ivoire, Sierra Leone, and the Gambia while ensuring consistency with policies and applicable local laws.
Passenger Service Agent
Arik Air Limited (In Receivership)
Lagos
11.2009 - 05.2016
- Provided excellent customer service for airline passengers by disseminating quality information about the Airline's products and services
- Verified passengers’ departure documentation and issued boarding passes to departing passengers while assisting arriving passengers with directions and relevant information for a smooth onward journey
- Resolved new and logged complaints ranging from flight delays, cancellations, and missing items
- Assisted passengers with flight bookings, rescheduling, and ticket confirmation
- Provided professional assistance to special passengers (aged and physically impaired)
- Escalated all relevant concerns and service failures to appropriate authority while ensuring compliance with all aviation and security procedures
- Acted as Duty Manager where I managed the entire check-in and baggage operations in the busiest station (Lagos Domestic) and ensured on-time flight departures and excellent customer service.
Customer Service Agent
Spring Bank Plc (Now Heritage Bank)
Lagos
08.2008 - 06.2009
- Provided customer service to Bank customers by serving as a liaison between them regarding its products and services
- Served as a liaison between the Bank and its nationwide branches in ensuring timely resolution of all logged complaints
- Sensitized all members of staff on exceptional service delivery through daily customer service tips tagged 'customer delight'
- Ensured compliance with bank service quality standards across all customer touchpoints
- Expanded the bank's customer base by sourcing new customers as well as managing existing ones for repeat business and referrals.
Education
BSc (Hons): Psychology -
Covenant University
West African Senior Secondary Certificate -
Awosika College
Skills
- Leadership and analytical thinking
- Advanced interpersonal skills
- Problem-solving, sound communication, and people management skills
- Internal capability to adapt to new situations
- Administrative skills
- Conflict Resolution and counselling
- Excellent customer service
- Negotiations and Advocacy
- Employee relations
- Active listening
- Project Planning
Certification
- SHRM Certified Professional – SHRM-CP (in view)
- Associate of Chartered Institute of Personnel Management 2015 (ACIPM)
- Strategic Human Resources Management for Beginner by Chariscoopers Professionals 2013
Accomplishments
- Drafted, reviewed, and approved the company's employee handbook as well as the HR Policy documents for Nobleserve in 2023.
- I have volunteered as the Head of customer experience and branding for Nobleserve since September 2022 till date.
- Initiated the implementation of a best-of-breed (BoB) HR technology solution for Nobleserve.
- Participated in various union negotiations for the compilation and approval of the company’s maiden edition of conditions of service (COS) in 2020.
- Partnered with team members in the successful implementation of the maiden edition of the performance management system for the organization in 2018.
- Successfully executed the maiden edition of health promotion week for all staff in Lagos stations which improved employee wellness and engagement in 2018.
- Completed the launch, management, and upgrade of the company's staff travel portal in collaboration with the IT team in 2017.
- Managed the review, compilation, and distribution of staff letters of new grade structure in 2017 and 2018 respectively to all Arik networks nationwide.
- Coordinated HR Advisor's outstation spot check in 2017 and compiled the report.
Timeline
Head, Human Capital & Administration
Nobleserve Finance Company Limited
03.2018 - 01.2022
Human Resources Supervisor
Arik Air Limited (In Receivership)
06.2016 - 02.2018
Human Resources Advisor
Arik Air Limited (In Receivership)
11.2009 - 05.2016
Passenger Service Agent
Arik Air Limited (In Receivership)
11.2009 - 05.2016
Customer Service Agent
Spring Bank Plc (Now Heritage Bank)
08.2008 - 06.2009
BSc (Hons): Psychology -
Covenant University
West African Senior Secondary Certificate -
Awosika College
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