Helping the needy
Raphael UZOMAH
Accounting, Banking And Finance
Garki,Abuja
Summary
Thorough Assurance Manager with sixteen years of experience delegating client engagement tasks and supervising, directing and reviewing results. Skilled in Branch Accounting,management, operations, marketing, networking and business development to drive profitability. Demonstrated technical skills in Infopool, Finacle, Equinox and business applications to assess CRM reporting systems and resolve complex issues.
Overview
3
3
Certifications
16
16
years of post-secondary education
18
18
years of professional experience
Work History
Brand Assurance Manager
Fidelity Bank Plc
Garki, Nigeria
02.2017 - Current
- Prepare weakly digital performance and customer satisfaction report for Executive Director
- Worked with teams that Improved customer experience in Retail from 7th to 4th Industry wide (KPMG report 2017).
- Worked with relevant divisions to improve and maintain a standardized look and feel of all service channels.
- (Branch, ATM, POS, online banking and instant banking).
- Increasing customer satisfaction by over 70%.
- Worked with teams to increase E-Banking penetration by 30%
- Analyzed customer feedback from Customer Relationship Management System (CRMS) and advice executive management accordingly.
- Measure external customer satisfaction metrics through surveys (VOC and NPS) and mystery shopping of branches.
- Coordinated SBUs in conducting service recovery where needed.
- Work with relevant departments to improve and manage branded print documents and social media.
- Support business groups to grow PBT, risk assets and deposit liability.
- Worked with team members to gather market/competitor intelligence for relevant innovation and trends.
- Improved customer experience through regular customer engagement.
- Enhanced reliability of end to end customer experience on all delivery channels. Eliminated downtime and maximized revenue by providing top project quality control.
- Monitoring and enforcing adherence of branches to brand standards like ambiance and dress code through spot checks.
- Improvement of internal customer service ratings through tidbits, quizzes, Thursday lectures, classroom training.
- Recommended rewards to staff who demonstrate excellent customer service skills or sanctions where applicable.
- Recommended process improvement to meet customers' needs in line with latest industry best practices.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting..
- Number of direct reports: 8.
- Daily business language: English.
Branch Manager
Fidelity Bank Plc
Jos, Plateau
05.2014 - 02.2017
- Led the team to Increase Customer head count from 890 to 4,009.
- Received MD’s Commendation for Helping Hands Project.
- Moved the branch from Loss making to a comfortable profit making position. Boosted branch sales by developing and deepening customer loyalty through incentive programs.
- Assessed budget plans and present costs to forecast trends and recommend changes.
- Led the team to Increase deposit liability from 100million Naira to well over 10 billion Naira
- Identified and capitalized on community business opportunities with effective networking.
- Increased risk assets from 140million Naira to over 7billion Naira.
- Managed an Annual revenue budget of over 1Billion Naira.
- Recruited, interviewed, hired and trained three employees and implemented mentoring program to promote positive feedback and engagement.
- Number of direct reports: 15.
- Daily business language: English
Regional Operations Supervisor/Regional Accountant
Fidelity Bank
Kaduna, Kaduna
07.2011 - 05.2014
- Led the opening team for two branches in the Region for operations.
- Saved the bank huge sums trough foiled fraud attempts Duties
- Collected and reported monthly expense variances and explanations.
- Reviewed accounts, resolved coding areas and tracked recurring expenses for accrual entry.
- Maintained integrity of general ledger, including chart of accounts.
- Trained new employees on accounting principles and company procedures.
- Support the business of the bank across the region to grow PBT, risk assets and deposit liability.
- Supervised the operations of 12 branches.
- Coordinated the remittance of taxes (PAYE) and statutory remittances.
- GL account management for branches in the region.
- Lead the internal regional training that improved staff morale and knowledge.
- Manage a cost budget of over # 280 million.
- Number of direct reports: 20.
- Daily business language: English.
Area Operations Supervisor/Area Accountant
Fidelity Bank
Kaduna, Kaduna
12.2008 - 07.2011
- Improved the cash Management process which led to cost savings.
- Managed entire accounting cycle including gathering information, preparing documents, finalizing reports and closing books.
- Coordinated GL account management across branches in the Region for effective reporting
- Supervised the Administration of Cash advance process; Accruals and Receivables from vendors across the Region for compliance with operations policy.
- Supported the business of the bank across the Area to grow PBT, risk assets and deposit liability.
- Saved the bank huge sums trough foiled fraud attempts.
- Manage a cost budget of over # 170 million.
- Number of direct reports: 20.
- Daily Language spoken: English.
Branch Operations Manager (Branch Accountant)
Fidelity Bank Plc — Kano & Kaduna
Kano, Nigeria
06.2006 - 12.2008
- Saved the bank from loss via the reconciliations of the clearing accounts (2006).
- Received the GM operations Commendation letter of excellence.
- Maintained all GL account in the branch without infractions.
- Managed Vault and cash for the branch efficiently to reduce insurance costs.
- Maintained a timely schedule of Tax remittance
- Administered the Cash advance process and Receivables from vendors in the branch to ensure we get value for money
- Support the business of the bank in the Branch to grow PBT, risk assets and deposit liability.
- Manage a cost budget of over # 40 million.
- Number of direct reports: 12.
- Daily Language spoken: English.
Customer Service & Funds Transfer Officer
Spring Bank
Kaduna, Kaduna
12.2005 - 05.2006
- Timely preparation of the Monthly Proof of GL Account.
- Represented the Branch in the Central Bank of Nigeria clearing house.
- Timely preparation of monthly tax returns.
- Daily Language spoken: English.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Collected customer feedback and made process changes to exceed customer satisfaction goals 10%.
- Recommended Temporary Overdrafts to customers, thoroughly explaining details.
Customer Service & Funds Transfer Officer
Guardian Express Bank
Kano, Kano
08.2004 - 12.2005
- Entered customer interaction details in Equinox to track requests, document problems and record solutions offered.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Assist the Operations Manager in preparing the Monthly Proof of GL Account.
- Opened new account for over 20 customers per day
- Answered over 50 customer queries per day
- Balance specific ledger accounts on a daily basis.
- Daily Language spoken: English.
National Youth Service Corp
Cross River, Nigeria
07.2003 - 08.2004
Education
CIMA - Accounting
Chartered Institute of Management Accountants
United Kingdom 05.2019 - Current
MBA - Business Administration
International Business Management Institute
Berlin 07.2020 - 04.2021
Certificate - Fin-tech Digital Finance
Ultimate Access Education & (CIMA)
Online 10.2020 - 11.2020
Associate of the Chartered Institute of Bankers - Banking And Financial Support Services
Chartered Institute of Bankers of Nigeria
Nigeria 04.2011 - 11.2014
Certificate of Completion - Conflict Analysis
United States Institute of Peace
Online (USA) 04.2009 - 05.2009
Associate Cost And Management Accountant (ACMA) - Accounting And Finance
Institute of Cost And Management Accountants
Nigeria 05.2007 - 01.2008
Master of Banking & Finance (MBF) - Banking And Finance
Ahmadu Bello University
Nigeria 11.2004 - 07.2008
Associate -
Nigerian Institute of Management
Nigeria 01.2005 - 10.2005
Bachelor of Science - Accounting
Ahmadu Bello University
Zaria, Nigeria 08.1998 - 07.2003
Skills
Bank account reconciliations
undefinedAccomplishments
- MD's Commendation letter for Helping Hands Project
- General Manager, Operations' commendation letter of Excellence
Certification
ACIB- Charted Institute of Bankers of Nigeria
Interests
Helping the needy
After a visit to one of our clients (A Hospital in the heart of Plateau state, Nigeria) I decided to take a walk with the Hospital manager to the wards in the clinic to see how we could be of help to the clinic with respect to funding needs for equipment. However, to my greatest dismay, in a particular ward, I saw some patients and in the course of my chat with them, some revealed that they had been in the clinic for over six months and could not get discharged because they had no one to pay their bills.
Consequently, I was full of empathy. So, upon my return to the office, I discussed this with my team and motivated them to contribute funds. I also did a report on the situation to my bank management who already had a 'Helping Hands Project' for helping the needy. The bank magnanimously gave an equal contribution to what we raised in the branch and we were able to pay the bills of over 70% of the indigent patients in the hospital. This put a smile on their faces and on the faces of the hospital management; but above all, it made me and my team very happy and fulfilled.
Timeline
Certificate - Fin-tech Digital Finance
Ultimate Access Education & (CIMA)
10.2020 - 11.2020
MBA - Business Administration
International Business Management Institute
07.2020 - 04.2021
CIMA - Accounting
Chartered Institute of Management Accountants
05.2019 - Current
Brand Assurance Manager
Fidelity Bank Plc
02.2017 - Current
ACIB- Charted Institute of Bankers of Nigeria
11-2014
Branch Manager
Fidelity Bank Plc
05.2014 - 02.2017
Regional Operations Supervisor/Regional Accountant
Fidelity Bank
07.2011 - 05.2014
Associate of the Chartered Institute of Bankers - Banking And Financial Support Services
Chartered Institute of Bankers of Nigeria
04.2011 - 11.2014
Certificate of Completion - Conflict Analysis
United States Institute of Peace
04.2009 - 05.2009
Area Operations Supervisor/Area Accountant
Fidelity Bank
12.2008 - 07.2011
ACMA- Chartered Institute of Cost and Management Accountant
01-2008
Associate Cost And Management Accountant (ACMA) - Accounting And Finance
Institute of Cost And Management Accountants
05.2007 - 01.2008
Branch Operations Manager (Branch Accountant)
Fidelity Bank Plc — Kano & Kaduna
06.2006 - 12.2008
Customer Service & Funds Transfer Officer
Spring Bank
12.2005 - 05.2006
AMNIM- Nigerian Institute of Management
10-2005
Associate -
Nigerian Institute of Management
01.2005 - 10.2005
Master of Banking & Finance (MBF) - Banking And Finance
Ahmadu Bello University
11.2004 - 07.2008
Customer Service & Funds Transfer Officer
Guardian Express Bank
08.2004 - 12.2005
National Youth Service Corp
07.2003 - 08.2004
Bachelor of Science - Accounting
Ahmadu Bello University
08.1998 - 07.2003
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