Omokhuwa Kemhi
Makurdi,Benue State
Summary
Results-oriented business leader with a focus on transformative leadership and continuous improvement. Extensive experience in driving growth and maximizing profits through effective project management and team development. Demonstrated ability to implement change and enhance corporate governance while excelling in financial analysis and compliance. Ready to tackle challenging roles and exceed organizational goals in the financial services industry.
Overview
11
11
years of professional experience
15
15
years of post-secondary education
Work history
Mega Branch Manager
LAPO Microfinance Bank
Makurdi, Benue State, Nigeria
03.2023 - Current
- Provided excellent customer service, securing client loyalty.
- Fostered a positive work environment, improving overall team morale.
- Improved branch productivity by implementing efficient work schedules.
- Developed and implemented strategies for increased customer satisfaction.
- Resolved customer complaints swiftly, maintaining company's reputation.
- Organised local marketing activities, boosting brand visibility within community.
- Optimised financial procedures for improved fiscal management.
- Managed daily operations to ensure smooth running of the branch.
- Ensured branch met all regulatory requirements for safe operation.
- Built partnerships with local businesses fostering community relations.
- Ensured compliance with company policies, maintaining ethical standards.
- Streamlined business processes to enhance operational efficiency.
- Conducted regular performance reviews for continuous employee development.
- Implemented new training programmes for improved staff performance.
- Identified and resolved operational issues impacting productivity, performance or profitability.
- Partnered with management team to optimise operations and reduce costs.
- Reviewed reports from subordinate management to identify areas of opportunity.
- Put in place clear controls for financial administration and business management.
- Allocated resources to teams and projects based on need, performance and availability.
- Spearheaded strategic planning and decision-making processes aligning with mission and stakeholder interests.
- Established strong rapport with stakeholders to enhance business credibility.
- Directed administration and optimisation of financial operations, payroll and accounting processes.
- Served as official representative of organisation to public groups or government agencies.
Assistant Branch Manager
LAPO Microfinance Bank
Makurdi, Benue State, Nigeria
06.2020 - 03.2023
- Collaborated with team to enhance customer service experience.
- Conducted weekly meetings to discuss branch performance and targets.
- Fostered strong relationships with customers, influencing loyalty and retention.
- Implemented innovative marketing strategies for improved outreach.
- Ensured compliance with regulatory standards across all banking procedures.
- Implemented risk management protocols for safer financial transactions.
- Maintained daily operations, ensuring smooth workflow.
- Oversaw employee scheduling, improving overall productivity levels.
- Played a key role in the development of branch's annual budget plan.
- Dealt with customer complaints, enhancing satisfaction levels.
- Assisted in staff training programmes for better skill development.
- Contributed towards achieving branch's financial objectives through effective planning and execution.
- Partnered with Branch Manager to devise effective operational strategies.
- Identified new business opportunities for increased market share.
- Improved branch efficiency by streamlining administrative processes.
- Organised financial data and reports detailing key metrics, completing within agreed timeframes.
- Boosted customer satisfaction scores through fast and knowledgeable issue resolution.
- Reduced financial discrepancies by improving documentation and reporting accuracy for budget and operational controls.
- Increased new business connections and revenue generation opportunities by improving networking strategies.
- Improved long-term prospecting, strategy development and customer engagement by implementing successful growth strategies.
- Oversaw audits to collate accurate data and recommend constructive improvements.
- Coached and mentored junior staff to maximise finance department capabilities.
- Prepared client quotes and invoicing to create stable cash flow.
- Represented business in negotiations with external partners.
- Applied advanced Excel skills to efficiently analyse large data sets.
- Managed daily finance services for smooth business operations.
- Designed dashboards to enhance Business Intelligence and KPI reporting.
- Developed strategies to increase profits and cost savings.
- Reduced annual business expenditure through careful expense monitoring.
- Created and presented accurate, detailed financial forecasts.
- Analysed financial performance to implement key improvement strategies.
Client Support Officer
LAPO Microfinance Bank
Lagos, Nigeria
03.2015 - 06.2020
- Tracked all client interactions using specialised software tools, improving response time significantly.
- Managed difficult situations with professionalism, resulting in improved client relationships.
- Facilitated smooth workflow through efficient task prioritisation during high-volume periods.
- Assisted in the development of new procedures for increased efficiency.
- Delivered excellent customer service to ensure repeat business.
- Utilised broad knowledge of company products to answer customer inquiries accurately.
- Demonstrated notable problem-solving skills whilst dealing with challenging client scenarios.
- Supported cross-functional teams on large projects, thereby contributing to organisational growth.
- Identified client needs by maintaining open communication channels.
- Ensured client satisfaction by promptly addressing and resolving technical issues.
- Maintained high levels of customer satisfaction with consistent performance under pressure.
- Conducted regular follow-ups post-resolution, enhancing overall customer experience and loyalty.
- Acted as a liaison between clients and senior management for timely resolution of escalated issues.
- Participated actively in team meetings; shared innovative ideas that led to enhanced service delivery.
- Reduced customer wait times by adhering to call target timeframes.
- Maintained up-to-date client records in database systems.
- Set up appointments for customers and entered work tickets to obtain needed services for clients.
- Accepted direct payments and set up invoicing and payment plans for complex orders.
- Built positive customer rapport through friendly, professional communication.
- Advised clients of products and services and sold additional offerings to increase sales numbers.
- Logged customer communications for complete service records.
- Used in-depth product understanding to answer customer questions knowledgeably.
- Updated customers on special offers and promotions for increased revenue.
- Entered, updated and removed customer information to keep accounts current.
- Actioned customer feedback to enhance contact centre service provisions.
Education
Bachelor of Science - Industrial Chemistry
Ambrose Alli University
Ekpoma, Edo State 08.2007 - 09.2011
Secondary School Leaving Certificate - National Examination Council
Command Day Secondary School
Lagos 09.1999 - 08.2004
Primary School Leaving Certificate - School leaving Certificate
Ikosi Primary School
Lagos 09.1992 - 08.1998
Skills
- Financial product understanding
- Customer relationship management systems
- Regulatory compliance knowledge
- Branch audit experience
- Customer relations
- Business development
- Financial reporting
- Project scheduling
- Crisis handling
- Interdepartmental coordination
- Budget control
- Performance metrics
- Change implementation
- Corporate governance
- Profit and Loss Analysis
- Financial acumen
- Supply chain management
- Branch operations
- Market analysis
- Leadership expertise
- Business acumen
- Knowledge of banking products
- Credit analysis
- Performance monitoring
- Accounting principles
- Compliance understanding
- Process improvement expertise
- Strategic visioning
- Executive presence
- Executive communication
- Resilience under pressure
- Communication proficiency
- Critical evaluation
- Budget planning and forecasting
- Integrity and ethics
- Decision-Making authority
- Quality control standards understanding
- Cybersecurity principles
- Performance driving
- Time efficiency
- Corporate social responsibility awareness
- Corporate governance understanding
- Supply chain optimization
- Negotiation mastery
- Team Leadership
- Interpersonal communication
- Business administration
- Public speaking
- Strategic planning
- Resourcefulness
- Conflict Resolution
- Inventory control
- Project Management
- Inventory management
- Quality Assurance
- Microsoft Office Suite
- Project budgeting
- Regulatory compliance
- Financial management
- Risk assessment and management
- Project management tools proficiency
- Initiative taking
- Global mindset
- Business intelligence tools usage
- Equipment Maintenance
Timeline
Mega Branch Manager
LAPO Microfinance Bank
03.2023 - Current
Assistant Branch Manager
LAPO Microfinance Bank
06.2020 - 03.2023
Client Support Officer
LAPO Microfinance Bank
03.2015 - 06.2020
Bachelor of Science - Industrial Chemistry
Ambrose Alli University
08.2007 - 09.2011
Secondary School Leaving Certificate - National Examination Council
Command Day Secondary School
09.1999 - 08.2004
Primary School Leaving Certificate - School leaving Certificate
Ikosi Primary School
09.1992 - 08.1998