Oluyombo Popoola

• 12.
• Years with the firm: 14 Years 13.
• Specific experience in the region:.
• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
• Developed tailored solutions to meet individual banking needs.
• Trained and mentored junior banking staff to maximize performance, efficiency and compliance.
• Evaluated client financial positions and identified most appropriate banking products.
• Utilized T24 CRM tool to generate leads.
• Met with customers to discuss service needs and offer available solutions.
• Set and administered department budgets for expenditures, materials and labor.
• Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products and services.
• Built and maintained productive relationships with internal and external C-level executives to facilitate business success.
• Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
• Worked with customers to educate and inform on [Product or service], effectively closing over [Number] deals.
• Performed loan servicing functions to check compliance with applicable terms and conditions.
• Maintained effective customer service by responding to service requests quickly to increase overall sales by [Number]%.
• Upheld stringent bank standards for loans, money handling and legal considerations.
• Trained [Number] less-skilled service workers on standards, efficiency and conflict resolution for best-in-class customer service.
• Supervised branch operations and made continuous improvements in each area.
• Utilized up-to-date information to make effective decisions governing bank operations.
• Checked accounts for fraud and provided law enforcement with relevant details.
• Met with customers to discuss service needs and develop effective and practical solutions.
• Produced and executed loan packages.
• Documented transactions and moved, deposited or withdrew money accurately to prevent errors.
• Provided advice on different bank products and financial options.
• Managed portfolio of accounts and monitored for issues in need of attention.
• Balanced teller drawers and ATM cash.
• Provided direction and leadership to all employees to maximize productivity and bottom-line profitability.
• Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
• Guided techs on automotive repair, tool usage and equipment operation.
• Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue.
• Represented bank at community events to establish strong ties and promote business.
• Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.

• Group and Quality Management.
• Create an environment in which information is effectively shared among staff and issues are promptly resolved.
• Define performance goals for sub-teams and monitors/evaluates achievement of such goals on a regular basis.
• Conducts and identifies training needs of team members on a regular and designated basis.
• Train at least two staff at the Branch to assume the role of Service Manager.
• Monitor attrition rate and ensure staff are efficiently mixed and staffing requirements adequate.
• Mitigate fraudulent activities and conduct frequent fraud awareness programmes.
• Participate in the development of the Bank’s corporate strategy and act as support to other sub-units in the branch/Bank.
• Conducts a regular review of branch operations in order to ensure that standards are maintained and improved upon.
• Ensure that the branch’s Assets and other infrastructural facilities are adequate, functional, secure and able to support the business objectives as well as complement the corporate image/identity.
• Coordinate and supervise all operational units and ensure strict compliance with regulatory standards and policy.
• Financial Discipline and Good Record Keeping.
• Oversee the preparation of the branch’s annual budget and monitor the implementation to minimize overruns/variances.
• Supervises the administration of the vault through effective treasury management (Insurance and cash management).
• Ensure the maintenance of all proofs and the proper documentation of all transactions.
• Authorize major branch expenditure/transactions in line with the Bank’s approved authority expense policy and limits (expense management).
• Ensure the branch spend within the allocated monthly cash budget (MER).
• Ensure prompt settlement of all rates and dues related to the branch as well as remittance of all relevant taxes Product Management and Operational Efficiency/Control.
• Ensure all service delivery channels including ATMs are up and running at all times.
• Ensure proper investigation of cash shortages/overages induced by tellers/CBN and ensure proper approval is in place to book same where necessary or recover same from staff as established.
• Improve operational efficiency at the Branch to boost audit rating.
• Prompt authorization of transactions in line with the Banks Policy and Procedure.
• Timely escalation of issues/challenges to immediate supervisors for a quick resolution.
• Regulatory Soundness and Compliance.
• Review Corporate Audit Report and align branch to conform with recommendations and training.
• Rendition of all statutory remittances within the required time frame to avoid regulatory sanctions and infractions.
• Ensure that regulatory reports and requests are submitted/carried out to specification for compliance.
• Ensure that all statutory documents are displayed at all times in the branch.
• Service Measurement and initiatives.
• Ensure customer complaints are promptly addressed and resolved.
• Stays abreast of the latest developments, best practices and trends in the financial services industry that may impact branch service delivery.
• Ensure that all tools and appliances for efficient service delivery are always available and in good working condition.
• Implement Service improvement, Cost, Income Generation and Product improvement initiatives within a quarter.
• Constantly in touch with latest service models/initiatives for implementation towards customer delight and retention.
• Advocate the awareness of security and safety policies/measures and ensure adequate physical safeguard of the Bank’s assets.
• Ensure maintenance of physical structure and all bank assets and ensure that the premises/facilities are safe and secure for customers and staff.
• Ensure that the bank guards receive adequate training on customer service and security alert at their duty post.
• Shrunk knowledge gaps with ongoing training and close employee mentoring for new and less experienced team members.
• Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.

• Provide splendid customer services to customers in a friendly and courteous manner at all times.
• Have sufficient knowledge about the banking products and services and respond to all inquiries accordingly.
• Improve customers’ banking experience with the bank by ensuring that the customers are attended to promptly and all their challenges are resolved without delay.
• Ensure that all the bank’s policies and procedures, code of conduct and regulatory guidelines strictly comply with the process of discharging duties.
• Inform and suggest new banking products to customers.
• Provide information to customers on their account status and account balances.
• Open new bank accounts according to laid down rules and guidelines.
• Suggest effective ways through which the bank can promote its products and services and increase customer satisfaction.
• Provide assistance to all other members of staff in other departments of the bank by liaising with them through healthy interactions.
• Participate in marketing and awareness campaigns in the bank to create an enlarged customer base.
• Establish and promote cordial relationships with customers, ensuring prompt attendance to their inquiries and solving their problems to grant them maximum satisfaction.
• Ensure that customers’ confidential information is properly protected and only used for official purposes.
• Be involved in performing some financial related and marketing transactions.
• Channel complex customer complaints and challenges to the right quarters for effective resolution.
• Continuously update skills by participating in professional training, go for courses as instructed by management and be willing to contribute acquired knowledge to the development of the back.

· Representing the Bank at the CBN clearinghouse.

· Collation of Settlement position of the bank’s local and upcountry figures to be sent to the treasury department.

· Applying due diligence on the cheque received in the clearinghouse (looking out for correct presentation dates and crossing stamps).

· Running of cheque on the Reader Sorter (GORI Machine).

· Balancing of clearing figures received from other banks.

· Processing of cheque, editing and posting into costumers account.

· Calling Over of all cheque edited and posted to be sure correct entries has been made.

· Posting of Inward and Outward return cheque.

· Transmission of inward and outward clearing figures and electronic images to other banks through NIBSS (via NACS Server).

· Preparation, reconciliation & uploading of CBN GL reports of Lagos and other states in Nigeria to Finacle.

· CBX (Core Banking Extensions) Upload of all outward cheque entries posted by branches.

· Confirmation of cheque.

· Reconciliation of suspense accounts

• Prepared a variety of different written communications, reports and documents to ensure smooth operations.