ADELPHINE ETHEL OLIVIA JOHN NEE SAMUELS

• Departments and Branches: Finance & Administration, Unit Worked: Accounting and Finance/Business Analyst, Years: 6

KEY RESPONSIBILITIES

• Executive Management
  - Coordinated with related departments to review customer and prospect situations and determined appropriate products and services to offer
  - Established and implemented programs designed to generate new business and promote trust services.
  -Lead and motivated the Customer Service and Private Banking teams to achieve success through establishing clear expectations of performance, reviewing individual and team progress and taking proactive action to bring performance back in line where required.
  - Supported the recruitment, developed and retained the best available talent and provided coaching,
  training and constructive feedback on a regular basis to ensure the team maximized its contributions to the business.
  - Created and maintained a culture which attracts, retains, and motivates staff.
  - Established relationships with high net worth clients to monitor financial situation and identify client needs resulting in new sales opportunities.
  - Assisted with the development of new business by participating in client and/or prospect calls and presentations.
  - Evaluated clients financial situations, recommended and negotiated for policy exceptions on behalf of clients.
  - Facilitated the interaction between the customer and the bank (officers, loan operations,
  analysts, etc.) to ensure customers received a rapid response, an error-free process, consistent communication, and a professional experience that is both friendly and positive.
  
• Strategic thrusts
  - Coordinated HNI and other loan requests through established processes and performed a variety
  of portfolio management and compliance functions.
  - Reviewed account opening and credit packages and worked closely with Compliance and Credit Administration to facilitate appropriate account opening and credit approval.
  - Successfully performed teller functions, cash handling, security, online banking, wire transfers,
  and opened new accounts.
  - Assisted with lending opportunities by requesting client documents, acting as a liaison for clients,
  the profit center, and operations associates.
  - Strictly adhered to all risk and control policies, regulatory guidelines and security measures.
  - Provided the highest level of customer service in a positive, courteous and enthusiastic manner to employees, customers/clients and the community.
  - Promoted an Advisory Culture in all branch activities. - Maintained customer as first priority in all interactions. - Processed all customers efficiently and in accordance with standard operating procedures.
  -Managed activities to ensure maximum customer
  service at all times.
  - Maintained a strong working knowledge and adhered to all Sierra Leone Commercial Bank
  policies and procedures, as well as all branch delivery policies, procedures, systems and
  programs used to serve customers and maintain efficient bank records.
  
• Customer Service Management
  - Supported the drive and deployment of a customer service framework and implements corporate
  culture through reinforcement of quality service and teamwork and maintain a high level of
  employee morale within the branch.
  - Established and maintained excellent relationships with current and priority clients and business
  partners
  - Managed Call Handling Software and all Customer Contact Channels and worked with IT in
  ensuring the technology works as required whiles improving the Customer and User Journey.

- Planned, executed and communicated regular Contact Centre strategy and campaign performance,
which meets the needs of the wider Group and is prioritized accordingly.
- Communicated the benefits of the bank’s product design; the importance of diversification of investments (laddering) and established trust with the client.
- Consistently expanded the client relationship by utilizing the CIF records, talking with
the client, and recognizing opportunities.
- Opened new accounts, including IRAs (Individual Retirement Accounts);
- Worked with the Digital team to develop and promote innovative financial products like IRAs and
solutions to meet customer requirements and funding needs of the bank.

• Credit Risk Management
  - Monitored consumer loans and advances within scope of the unit’s authority
  - Achieved target NPL ratio on branch credit portfolio.
  - Ensured robust management of credit risk through the application of risk management processes and practices
  - Ensured preparedness to manage crisis and other emergencies.
  - Lead recovery efforts of the branch in the most effective approach to maximise collection and
  minimized costs
  
• Operational Risk Management
  - Adherence to the bank’s operational risk framework to ensure risk identification, mitigation
  and escalation to the Credit Risk Management Department
  - Implemented operational risk strategies to minimize impact on bank’s reputation.
  

• Departments and Branches: Cline Town Branch, Unit Worked: Head of Operations, Years: 6

KEY RESPONSIBILITIES

• Management
  - As a member of Business Development Team, provided and contributed towards corporate and
  business decisions in accordance with bank’s objectives.
  - Promoted a culture of openness and discipline management.
  
• Strategic Alignment
  - Implemented bank strategy (short and long term) in line with targets defined in the business unit plan.
  - Monitored performance indicators/service standards to ensure alignment with business unit plan.
  - Monitored performance indicators/service standards to ensure alignment with business/customer
  requirement.
  - Supervised performance to ensure pre-agreed goals and objectives for all branches were met.
  
• Strategic thrusts
  - Implemented Retail Credit strategies.
  - Delivered effective performance results in line with bank’s strategies, budget and Corporate plan.
  
• Customer Service Management
  - Identified and marketed prospective customers
  - Planned and reported Marketing calls for the unit
  - Developed and Managed relationship for Corporate and Retail customers.
  - Supervised and Monitored Operations of outlets and Jui Kiosk
  - Developed and implemented an efficient and effective customer service framework.
  - Funded the bank with cheap liabilities, planning and development
  - Lead the development, preparation, implementation and delivery of annual plan and worked
  closely with Unit Heads to achieve performance targets.
  - Managed revenue performance through active sales and review.
  - Improved the overall business performance through coordination between product teams, client
  segment and relationship teams to leverage and expanded product and client penetration.
  - Established and maintained excellent relationships with current and target clients, regulators,
  Government officials and business partners
  - Worked with teams to develop and promote innovative financial products and solutions to meet
  customer requirements and needs of the bank.
  - Obtained regulatory approval for retail development and delivered appropriate sales, marketed
  and traded support for launching new products.
  - Increased the brand identity and profile of Business Development through initiation of high profile
  events.
  
• Operational Risk Management
  - Supervised operational risk issues and adopted action to resolve and minimize impact including timely
  escalation to superiors.
  - Implemented operational risk strategies to minimize impact on bank’s reputation and brand.
  - Pursued operational risk practices to mitigate fraud and other financial impairment inspections
  reports, compliance reports and other regulatory reports to ensure prompt resolution of exceptions.
  - Followed up on audits and inspections reports compliance reports and other regulatory reports to
  ensure prompt resolution of exception.

• Preparing of Payroll, Supervising payments and receipts of Councils funds, Responsible for the preparation of Teachers allowances and School subsidies, Handling of Financial Transaction, Preparation of mini budgets