Kennedy Iwu-Okereke
Aba
Summary
An experienced operations leader dedicated to driving performance, improving processes, and enhancing customer satisfaction. I thrive in merit-based, results-driven environments and bring a proven track record of reliability, team leadership, and strategic problem-solving. My focus is on optimizing workflows, ensuring compliance, and delivering measurable outcomes that support organizational growth.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Branch Operations Manager/ Customer Service Manager
United Bank for Africa Plc
02.2020 - Current
- Ensure efficient implementation of bank-wide policies with respect to branch operations.
- Reduction of cost-to-income ratio by 30%
- Reduction of customer attrition by 50%
- Supervise activities of all members of operation staff to ensure timely and efficient service delivery to customers
- Ensuring proper documentation for all transactions and authorize transactions within approval limits.
- Ensure proper maintenance of branch Assets and Ambiance quality
- Ensure zero regulatory infraction.
Cash Officer
United Bank for Africa Plc
01.2019 - 12.2019
- Maintaining efficient management of cash holding and vault administration.
- Ensure ATMs are balanced and failed transactions are reversed timely
- Coordinating cash activities with a view to ensuring timely processing of transactions over the counter.
- Ensuring adequate controls are maintained in transaction processing to minimize the risk of losses from fraud and robbery
- Increased customer trust by 30%
- Trained new staff on cash handling procedures and customer service standards to enhance operational efficiency.
Customer Service Officer
United Bank for Africa Plc
07.2015 - 12.2018
- Proactively develop client relationships, anticipate and provide solutions to client needs and give high priority to client satisfaction.
- Responsible for opening and maintaining accounts in accordance with the established procedure, whilst applying regulatory requirements such as KYC, Money laundering Prevention procedures at all times.
- Ensuring proper documentation for all new and existing accounts.
- Resolved customer inquiries through effective communication and problem-solving skills.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Education
MBA - Finance
University of Suffolk
Ipswich01.2024
Bachelor of Science - Microbiology
Imo State University
Owerri, Imo State01.2012
Skills
- Finacle
- Business analysis
- Communication
- Accounting
- Team player
- Administration
- Problem solving
- Staff supervision
- Customer relationships
- Microsoft Office
- iSuite
- Project management
Accomplishments
- Led a dynamic team that successfully transformed a business office from a loss-making entity to a profit-making entity within a two-year period.
- Surpassing Contribution/target of revenue on ATMs by over 50%.
- The Business branch had the highest audit score ever in the office.
Certification
- 2023 Chartered Bankers Institute of Nigeria (CBIN) Associate
- 2018 Chartered Institute of Finance and Control (CIFON) Associate
Additional Information
- Best customer Service Officer, UBA, 2018
- Positive attitude for customer retention, UBA, 2021
Languages
English
Timeline
Branch Operations Manager/ Customer Service Manager
United Bank for Africa Plc
02.2020 - Current
Cash Officer
United Bank for Africa Plc
01.2019 - 12.2019
Customer Service Officer
United Bank for Africa Plc
07.2015 - 12.2018
MBA - Finance
University of Suffolk
Bachelor of Science - Microbiology
Imo State University
References
Comfort Iwuoha, iwuoha.comfort@ubagroup.com, UBA, 9 Okigwe road, Aba.
Prof. Nwaeme, Chinweoke, 08038958048, Abia State Polytechnic, 1 Brass Road, Aba