Tolulope Oluwakemi Adesomoju
Lagos, Nigeria
Summary
Banking professional with 20+ years of experience specializing in payment technologies and card product lifecycle management. Demonstrated expertise in driving revenue growth through strategic card issuance, activation, and usage initiatives. Strong leadership abilities, evidenced by a proven track record of building and motivating high-performing teams. Skilled in market and customer analysis, product strategy development, and training. Passionate about delivering exceptional customer experiences and committed to leveraging expertise to achieve organizational success.
Overview
25
25
years of professional experience
4005
4005
years of post-secondary education
1
1
Certification
Work History
Head, Card Products
Access Bank Plc
Lagos, Nigeria
07.2023 - Current
- Consistently surpass key performance indicators, specifically an average annual revenue budget of N30 billion and the issuance and activation of eight million cards, my team and I earned "A*" and minimum of "A" appraisal ratings, demonstrating exceptional performance.
- Increased card transaction volume and value by over 150% through strategic market analysis, product enhancements, and customer feedback integration.
- Demonstrating strong leadership, I ensured my team's full contribution to Access Bank's landmark N351 billion equity capital raise in December 2024, enabling the bank to be the first in Nigeria to meet the CBN's new minimum capital requirement. I achieved over 100% of my share target and motivated my team to exceed their individual share targets by a minimum of 100%.
- Successfully implemented Visa, Mastercard, Amex, Verve and Afrigo projects in Access Bank and provided expert guidance and sponsorship to six commercial and digital banks in launching successful Visa, Mastercard, Verve issuing projects.
- Manage strategic relationships with card schemes (Visa, Mastercard, Amex, Verve and Afrigo), maximizing bank benefits.
- Develop and execute comprehensive training programs to mitigate key man risk and ensure proficiency in my team.
- Proactively expanded my product expertise by assuming oversight of USSD, Mobile Banking, and Acquiring during periods of leadership transition. This hands-on experience provided in-depth knowledge of these critical product areas, demonstrating my adaptability and commitment to continuous learning within the retail banking sector.
Team Lead, Debit and Prepaid Card Products
Access Bank Plc
Lagos, Nigeria
01.2019 - 07.2023
- In my role as the Team Lead of Debit and Prepaid Card Products, I was responsible for devising, implementing and driving initiatives to increase card Issuance, activation rates, revenue growth, and transaction approval rates. Leading my team, we developed initiatives that grew card issuance and transactions by 100% within six months
- Leveraging my problem-solving skills and expertise in customer analysis, I partnered with stakeholders to implement strategies that resulted in significant improvements in card utilization and fraud prevention
- Coordinated cross-functional collaborations, ensuring successful project outcomes.
- Identified skill gaps within the team and organised relevant training sessions.
- Monitored staff performance levels, implementing necessary changes to improve productivity and meet targets.
Team Lead, Channels-Retail Sales
Access Bank Plc
01.2018 - 12.2018
- Responsible for devising and implementing strategies to increase debit card penetration and maximizing the profit potentials of the debit card portfolio in Access Bank
- Led a team that developed and implemented an initiative that grew card transactions by 51% within two months
- The initiative was deemed as impactful by the marketing hub of one of the bank's key partners and it is currently being used as a case study
Debit Card Product Manager
Access Bank Plc
01.2015 - 01.2018
- Responsible for the end-to end management of the bank's debit card portfolio, from developing new debit card products to ensuring card utilization and profit maximization
- Partnered with key stakeholders in the bank to drive initiatives that improved debit card activation from 60% to over 90%
- Implemented key initiatives that grew debit card transactions and resulted in over 200% revenue growth
- Initiated strategies that improved card transaction approval rate from 75% to over 90%
- Implemented a rule based fraud monitoring tool that reduced card fraud incidents by over 80%
Team Lead, Inbound Contact Center
Access Bank Plc
02.2012 - 01.2015
- Led the inbound team of the Contact Center which was made up of 90 Contact Center agents and three Contact Center supervisors
- The inbound Contact Center team was known for quality service delivery by internal and external customers of the bank
- Introduced a 24-hour Premium Card Support Team dedicated to attending to Premium cardholders, this elicited positive feedback from the cardholders and increased transaction count on the cards by over 200%
- Set-up a 24-hour Follow-up team in the Contact Center for seamless resolution of all escalated customer complaints within Service Level Agreement
- This initiative significantly improved customer satisfaction, evidenced by the positive feedback from customers
- Handled the responsibility of ensuring the Contact Center's compliance to ISO 27001 standards and The Payment Card Industry Data Security Standard (PCIDSS), no exceptions were raised during all the audits carried out by Qualified Security Assessors (QSAs) in the Contact Center
Contact Center Supervisor
Access Bank Plc
10.2008 - 02.2012
- Maintained a minimum of 'A' rating in full-year performance appraisals
- Identified as a Key Talent in Access bank for consistent excellent performance
- Supervised a team of 30 Contact Center agents on a daily basis and my team was identified by the head of the Contact Center as the best managed team based on the key performance metrics
- Promoted cross-selling and up-selling of products and contributed 30% growth to the sales of the Product Sales Team
- Analysed data of customer complaints to identify trends and modified business processes that consequently reduced customer complaints by 60%
- Entrusted with the task of ensuring the Contact Center's compliance to The PCIDSS requirements, the Contact Center was rated 100% compliant to PCIDSS requirements during every PCIDSS audit
Call Center Consultant
Vmobile Nigeria (Now known as Airtel)
06.2005 - 10.2008
- Delivered high levels of customer service at all times and my Call Center group won the Best Customer Care Operator in Nigeria for two consecutive years
- Consistently had 'A' appraisal rating for exceeding performance indicators
- Actively participated in team activities by consistently coming up with initiatives to help team members work efficiently
- Supported in training new team members on new products to keep them abreast of the latest service offerings
- Supervised team members and coordinated work activities in the team in the absence of supervisors
Customer Service Officer
Wema Bank Plc
05.2000 - 12.2001
- Attended to customer complaints and enquiries
- Made recommendations to improve the efficiency and effectiveness of handling incidents
- Responsible for informing customers of new security tips to prevent account fraud
- Known for exceptional customer service and was trusted with the responsibility to act as backup to the Head of Customer Service even though I was a Youth Corper
Education
Master of Science - Sociology
University of Ibadan
NigeriaBachelor of Science - Sociology
University of Ibadan
NigeriaSkills
- Payment Technologies
- Product Management
- Digital Transformation
- Research and Strategy
- Training and Development
- Strategic Management
- Customer Service
- Customer Analysis
- Problem Solving
- Multi-Tasking
- Adaptability
- Resilience
- Teamwork
- Leadership
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Certification
- Strategic Management in Banking, INSEAD Europe Campus, 2024
- Exploiting Disruption in a Digital World, London Business School, 2023
- Managing Innovation, Harvard Business School, 2023.
- Innovating in Existing Markets: Reviving Mature Products and Services, MIT Sloan Executive Education, 2022
- Cards and Payments 2 Certification, Retail Banking Academy, 2019
- Defining Digital Payments, Visa Business School, Miami, 2018
- Product Management Program, UC Berkeley Executive Education, California, 2018
- Cards and Payments 1 Certification, Retail Banking Academy, 2018
- International Bankcard Management Course, Visa Business School, 2017
- Masterclass Payments, Terrapinn Training, United Kingdom, 2017
- Access Bank Middle Management Program, The Wharton School, University of Pennsylvania, 2016
- Strategies for Driving Card Portfolio Growth, Visa Business School, 2016
- Build an Effective Card Portfolio, Visa Business School, 2016
- Mindfulness for Higher Performance, Cranfield School of Management, United Kingdom, 2014
- ISO 27001 Lead Implementer Certification, BSI, 2012
- Call Center Consultant Development Training Programme, Vmobile Nigeria, 2005
- Certificate of National Service, National Youth Service Corps, 2001
Accomplishments
- Commendation from Retail Executives: Retail Executives commended my leadership and team's exceptional performance, acknowledging our significant contribution to Access Bank's success and recognizing me as a top performer.
- Global Award for High Overall Portfolio Performance, In my role as Head of Cards, I spearheaded the strategies that resulted in Access Bank receiving the Visa Global Award for High Overall Portfolio Performance. This distinguished award, recognizing exceptional achievement across thousands of issuers, positioned Access Bank as the sole African winner
- Key Talent for over 8 years in The Access Bank's Key Talent Program. Access Bank's Key talents are members of staff noted for consistent exceptional performance who also have the ability to engage and motivate others to deliver top performance.
- Led the PCIDSS Certification project in The Access Bank Contact Center which was the first Contact Center to be PCIDSS certified in the entire West Africa according to the PCIDSS Qualified Security Assessors (QSAs). The PCIDSS QSAs rated The Access Bank Contact Center’s compliance with PCIDSS requirements at 100% when audited.
Timeline
Head, Card Products
Access Bank Plc
07.2023 - Current
Team Lead, Debit and Prepaid Card Products
Access Bank Plc
01.2019 - 07.2023
Team Lead, Channels-Retail Sales
Access Bank Plc
01.2018 - 12.2018
Debit Card Product Manager
Access Bank Plc
01.2015 - 01.2018
Team Lead, Inbound Contact Center
Access Bank Plc
02.2012 - 01.2015
Contact Center Supervisor
Access Bank Plc
10.2008 - 02.2012
Call Center Consultant
Vmobile Nigeria (Now known as Airtel)
06.2005 - 10.2008
Customer Service Officer
Wema Bank Plc
05.2000 - 12.2001
- Strategic Management in Banking, INSEAD Europe Campus, 2024
- Exploiting Disruption in a Digital World, London Business School, 2023
- Managing Innovation, Harvard Business School, 2023.
- Innovating in Existing Markets: Reviving Mature Products and Services, MIT Sloan Executive Education, 2022
- Cards and Payments 2 Certification, Retail Banking Academy, 2019
- Defining Digital Payments, Visa Business School, Miami, 2018
- Product Management Program, UC Berkeley Executive Education, California, 2018
- Cards and Payments 1 Certification, Retail Banking Academy, 2018
- International Bankcard Management Course, Visa Business School, 2017
- Masterclass Payments, Terrapinn Training, United Kingdom, 2017
- Access Bank Middle Management Program, The Wharton School, University of Pennsylvania, 2016
- Strategies for Driving Card Portfolio Growth, Visa Business School, 2016
- Build an Effective Card Portfolio, Visa Business School, 2016
- Mindfulness for Higher Performance, Cranfield School of Management, United Kingdom, 2014
- ISO 27001 Lead Implementer Certification, BSI, 2012
- Call Center Consultant Development Training Programme, Vmobile Nigeria, 2005
- Certificate of National Service, National Youth Service Corps, 2001
Master of Science - Sociology
University of Ibadan
Bachelor of Science - Sociology
University of Ibadan
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