Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Additional Information
Languages
Timeline
References
Generic
Kennedy Iwu-Okereke

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
Ipswich
01.2024

Bachelor of Science - Microbiology

Imo State University
Owerri, Imo State
01.2012

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

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