Yewande Oyelaja
Banking Operations And Management
Okota,Lagos
Summary
Seasoned Branch Service professional bringing demonstrated vault/cash/ banking regulations management and performance optimization skills gained during experience in training and on the job settings. Deliver in-depth training and mentoring to help each improve abilities and advance work quality. Dependable, hardworking and level-headed in addressing diverse problems.
Talented leader and analytical problem-solver with over 12 years of experience successfully managing front-line branch service and customer service operations. Coordinate resources and staff to handle
customer service issues, complaints/enquiries requirement.
Customer-focused Business and Customer Analyst bringing in-depth understanding of banking procedures, regulations and sales techniques. Skilled team leader and trainer competent in mentoring staff and improving performance with proactive approaches. Knowledgeable about preventing fraud and maximizing customer satisfaction.
Branch Service Manager with over 12 years of successful experience in Team Building, Staff management and Business development. Recognized consistently for performance excellence and contributions to satisfactory audit and customer service ratings. Strengths in Business development and Self motivated professional backed by training in Business Analyst Certification and MBA. Seasoned Banking professional bringing demonstrated performance optimization skills gained during experience in Retail operations, customer service settings. Deliver in-depth training and mentoring to help each improve abilities and advance work quality. Dependable, hardworking and level-headed in addressing diverse problems.
Overview
1
1
Certification
9
9
years of post-secondary education
12
12
years of professional experience
Work History
Branch Service Manager
Access Bank Plc
Lagos Mainland, Lagos
06.2016 - Current
- Handled customers' complaints and questions with utmost professionalism to restore satisfaction and maintain loyalty to bank.
- Managed branch vault and cash supply, including preparing and processing shipments to keep appropriate level of currency on-hand.
- Identifies opportunities to migrate customers to more appropriate, cost effective channels
- Drives adherence to good housekeeping by all the staff.
- Ensure that the branch premises, furniture, fittings and operating systems are well maintained and that they are at all times user friendly to both Staff and its Customers.
- Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
- Shrunk knowledge gaps with ongoing training and close employee mentoring for new and less experienced team members.
- Evaluated final results to determine quality levels and isolate root causes of any identified faults.
- Trained staff in bank products, operations procedures and successful sales strategies.
- Oversaw daily branch preparations to consistently open on-time and maintain readiness to serve customers' needs.
- Processed customers' transactions, including deposits, transfers and cash withdrawals.
- Helped customers effectively navigate bank technology such as kiosks and mobile access to reduce common questions and unprofitable interactions.
- Coached staff to improve efficiency and revenue with more effective procedures and approaches.
- Delivered quality service with remarkable efficiency by skillfully overseeing daily branch operations.
- Managed efficient teams of up to 15 employees.
- Assessed operating conditions and adjusted settings to maximize performance and equipment longevity.
- Investigated and corrected mechanical problems with machinery such as POS machines and ATMs.
Assistant Branch Manager
Access Bank Plc
Okota, Lagos
02.2012 - 05.2016
- Developed and managed employee schedules, balancing individual requests and requirements with business needs.
- Assessed budget plans and present costs to forecast trends and recommend changes.
- Identified and capitalized on community business opportunities with effective networking.
- Built rapport with account holders by reaching out with product recommendations and account updates.
- Reviewed credit applications for risk factors and credit worthiness.
- Responded to customer concerns, working with manager to raise customer satisfaction ratings by 20 - 25% in 3 years.
- Directed merchandising, promotion and brand loyalty efforts for business segment with greatest sales volume.
- Supervised and evaluated staff of 10 enabling them to improve skills, achieve daily objectives and attain advancement.
- Facilitated customer satisfaction by executing personal communication and frequent follow-ups.
- Collaborated with tellers, universal bankers and personal bankers to exceed sales goals.
- Analyzed, reduced and controlled expenses by improving resource allocation.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
- Supervised team of 10 branch employees and made recommendations regarding performance evaluations.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Produced weekly reports for bank administrators to document long-term goals and financial status.
- Protected company assets with strategic risk management approaches.
Customer Service Officer
Access bank Plc
Festac, Lagos
08.2008 - 01.2012
- Provided primary customer support to internal and external customers in fast-paced environment.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Provided information to customers regarding charge accounts and loyalty program and helped to open and activate new accounts.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Education
Bachelor of Science - Chemical Engineering
Obafemi Awolowo University
Ile Ife Osun State 06.2000 - 11.2006
MBA - Business Management
Obafemi Awolowo University
Ile Ife Osun State 05.2010 - 11.2012
Skills
Business Development
Certification
Business Analysis Training
Timeline
Branch Service Manager
Access Bank Plc
06.2016 - Current
Assistant Branch Manager
Access Bank Plc
02.2012 - 05.2016
MBA - Business Management
Obafemi Awolowo University
05.2010 - 11.2012
Customer Service Officer
Access bank Plc
08.2008 - 01.2012
Bachelor of Science - Chemical Engineering
Obafemi Awolowo University
06.2000 - 11.2006
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