Christian Okeke

• Delivered timely business value through effective management of two separate teams, a scrum team where i manage the product owner and scrum master, and kanban team where i manage Fraud consultants. Achieved seamless collaboration among stakeholders across various projects. Drove product vision and roadmaps while prioritizing epic backlogs to optimize alignment with business needs.

Key Achievements and Contributions:

• Recognized with a nomination for TransUnion 2025 Recognition of Excellence Award, highlighting dedication to excellence in service delivery.
• Championed the successful migration project of over 200 fraud solution customers across various verticals from the legacy platform to the more robust Edge platform within a year. This project had been at a standstill for over five (5) years before I was brought in to Lead the project.
• Delivered the “Bill 53” Quebec freeze project for all customers within the DecisionCentre platform and collaborated with stakeholders from various departments to resolve dependencies.
• Created intake process flow for both the DecisionCentre technical Scrum team as well as the Identity Verification Fraud team and collaborated with team members to create the Call center user manual guide.

• Led scrum ceremonies to drive team alignment and foster collaboration, ensuring successful delivery of project objectives.

Key Achievements and Contributions:

• Achieved a 30% increase in team performance through the development of value stream maps. Identified and addressed key pain points and obstacles. Designed effective strategies to enhance cross-functional collaboration and efficiency.
• Elevated client retention ratio and improved positive customer feedback by 20% through proactive identification and resolution of customer issues.
• Spearheaded process improvement initiatives utilizing current applications and software, including Genesys and GPS, to enhance client satisfaction.
• Achieved timely bug resolution through effective prioritization strategies. Enhanced collaboration between scrum team and product owner, resulting in improved project efficiency. Drove team synergy to optimize product delivery.

• Coached/Mentored a cross-functional 10-member team to ensure a smooth day-to-day delivery process, from categorizing and prioritizing Epics into user stories, to ensuring the team members were motivated to achieve their iterative objectives. Facilitated the daily scrum and led sprint plans/reviews with the product owner to ensure stakeholder satisfaction, prioritize new demands, and monitor backlog and strategy for upcoming SDLC (software development life cycle) releases. Utilized Tableau to capture business intelligence in a visual form to relevant stakeholders and ensured information radiators were updated to capture the real-time status of iteration progress.

Key Achievements and Contributions:

• Successfully overhauled ATM operating system, developed key AML/KYC Flagging software and several cost-saving automation products
• Generated 75% growth in profits with minimal employee turnover by effectively navigating Access Bank through a complex reorganization phase.
• Executed sales of all consumer-banking products of the Bank and exceeded channels migration target, closing with 133% at year-end 2018.
• Rewarded with an all-expense paid trip to the 2018 FIFA World Cup for consistency in leading the team to meet approved deadlines whilst delivering quality products

• Initiated, built, and maintained good relationships with other groups to help facilitate effective completion of project work. Performed development capacity planning and helped in release scheduling. Also Provided metrics and status to leadership, program manager and project sponsors Evaluated business structures, identified growth opportunities, documented business requirements, facilitated quality management reviews, and collaborated with business partners. Enhanced organizational processes, mitigated operational risks, and leveraged the Agile framework to coordinate projects.

Key Achievements and Contributions:

• A key element to ensure banking halls were decongested and the digital banking revolution was to ensure debit card processing times were cut down significantly and issued instantly upon request. Debit card issuance initially took an average of 7 working days, and this was an obstacle to our channel migration drive. In achieving this feat, there was plenty of collaboration with external stakeholders; MasterCard and Verve (a Nigerian card switch company) to provide blank cards. Also, there was a need to ensure the machine was compatible with both kinds of cards. Even though we could not achieve this with visa cards, we were able to cut down the processing time for visa cards to 2 business days.

• Supervises response to client inquiries and ensures swift resolution of customers' issues and complaints. Directly involved in clients onboarding processes with respect to KYC to determine the ultimate beneficiary owner, conducted constant training on customer service excellence and front desk ownership and reconciled all ATM terminals daily and constant supervision to ensure maximum runtime and swift reparation in cases of dispense error

Key Achievements and Contributions:

• Ensured service excellence delivery and improved net promoter score to band 9
• Scored an average of satisfactory audit rating in audit reviews by ensuring compliance processes are adhered to due to regular spot checks and self-audit