Emana Asuquo Otu
Calgary,Canada
Summary
Operations specialist with over 22 years of experience in business processes and banking operations. Proficient at carrying out regular operational reviews and leading regional management teams. Proficient in budgeting, succession planning, and performance management. Resourceful, passionate, energetic, and customer-focused, with good communication, organization skills, problem-solving, multi-tasking, and proactivity towards customer satisfaction.
Overview
23
23
years of professional experience
Work History
REGIONAL OPERATIONS SUPERVISOR
FIDELITY BANK PLC
07.2021 - Current
- Developed, recommended, and implemented strategies to improve employee work quality and speed
- Served as key corporate representative, liaising with various stakeholders in support of operational excellence
- Reduced costs and improved operations by analyzing processes and customer feedback
- Strategically scheduled and managed more than 100 staff members, maintaining high-performing business operations
- Minimized discrepancies by effectively training employees on best practices, policies and procedures
- Analyzed financial data to track and achieve budget targets
- Monitored and reviewed operational performance, aiding improved business strategy to maximize productivity
- Worked constructively with sales team generating new business opportunities and supporting company growth
- Adhered to employee relations processes while recruiting, retaining and developing staff
- Drove performance while managing and maintaining customer expectations, quality standards and SLAs
- Partnered with internal teams to develop new operating opportunities to enhance service delivery
- Led overall direction, coordination and evaluation of department functions
- Noted employee absences and grievances, and improved team development and performance with right training
TRANSACTION SERVICES DIVISION HEAD
FIDELITY BANK PLC
08.2016 - 07.2021
- Demonstrated respect, friendliness and willingness to help wherever needed
- Engaged with stakeholders to build relationships and brand awareness
- Applied positive customer service approach to increase satisfaction levels
- Applied critical thinking to analyze problems, evaluate solutions and select best decisions
- Analyzed reporting to reconcile transactions, accounts and ledgers
- Establishing performance-oriented systems/procedures for execution of banking procedures
- Alternate delivery channels, cash managements accounts etc
- To ensure optimal service and efficiency levels
- Improved efficiency and productivity by acquiring new skills
- Promoted continuous improvement by problem-solving and sharing suggestions to optimize team operations
TRANSACTION SERVICES DIVISION HEAD
FIDELITY BANK PLC
08.2011 - 08.2016
- Carried out day-to-day duties accurately and efficiently
- Ensuring the proper maintenance of various records/registers as stipulated by internal and external authorities
- Facilitating process improvement initiatives and ensuring maximum efficiency in various operations
- Evaluating banking processes and procedures to locate and alleviate possible bottlenecks and frauds
- Managing the preparation and submission of returns and returns to controlling office in line with statutory norms
- Resolved conflicts and negotiated mutually beneficial agreements between parties
- Optimizing customer service levels through delivery of outstanding services
- Coordinating with statutory/ internal auditors to ensure that accounts are in order
- Administering the entire banking operations including retail loans
- Aligning resources in line with branch targets and performance estimates
HEAD, CUSTOMER SERVICE UNIT
FIDELITY BANK PLC
05.2008 - 08.2011
- Uphold data accuracy on internal database
- Thoroughly monitored compliance with customer service standards to maintain stellar industry reputation
- Provided professional and helpful support to new and existing clients
- Maintained working knowledge of available products and services
- Responded to customer queries and provided excellent customer service
- Responded to and summarized customer complaints and feedback
- Recorded and processed customer data accurately
- Adhered strictly to policies and procedures for continued company compliance
- Researched latest industry trends to improve selling strategies
- Engaged in team-building activities to build rapport with staff
- Registered customer information to maintain accurate records
- Applied best practices to comply with customer service procedures
- Offered personable and helpful service to exceed customer expectations and reach positive conclusion
- Actively listened to complaints to identify finer details of pain points
HEAD, RETAIL OPERATIONS
FIRST BANK NIGERIA PLC
01.2005 - 05.2008
- Highlighted features and benefits of products, employing active selling techniques to exceed KPI targets
- Completed opening and closing procedures each day
- Processing and issuance/sale of all card products
- Booking/ verification of all tenured deposits
- Verification/issuance of share certificates
- ATM Balancing and reconciliation
- Capturing/processing of all clearing instruments
- Originating and responding to interbranch vouchers
- Capturing / processing of all clearing instruments
CUSTOMER SERVICE OFFICER
FIRST BANK OF NIGERIA PLC
11.2001 - 01.2005
- Uphold data accuracy on internal database
- Thoroughly monitored compliance with customer service standards to maintain stellar industry reputation
- Provided professional and helpful support to new and existing clients
- Maintained working knowledge of available products and services
- Responded to customer queries and provided excellent customer service
- Responded to and summarized customer complaints and feedback
- Adhered strictly to policies and procedures for continued company compliance
- Recorded and processed customer data accurately
Education
Masters, Business Administration -
University Of Uyo
01.2021
Post Graduate Diploma in Education -
National Teachers Institute
01.2021
Bachelor of Arts - HONS
University of Abuja
01.1999
Diploma in Theatre Arts -
University Of Calabar
01.1994
West African Examinations Certificate -
Edgerley Memorial Girls Secondary
01.1991
Skills
- Operational Efficiency and development
- Reliability
- Excellent interpersonal skills
- Problem-solving abilities
- Multitasking Abilities
- Excellent Communication
- Organizational Skills
- Active Listening
- Team Leadership
- Customer Service Management
- Crisis Management Employee Development
Timeline
REGIONAL OPERATIONS SUPERVISOR
FIDELITY BANK PLC
07.2021 - Current
TRANSACTION SERVICES DIVISION HEAD
FIDELITY BANK PLC
08.2016 - 07.2021
TRANSACTION SERVICES DIVISION HEAD
FIDELITY BANK PLC
08.2011 - 08.2016
HEAD, CUSTOMER SERVICE UNIT
FIDELITY BANK PLC
05.2008 - 08.2011
HEAD, RETAIL OPERATIONS
FIRST BANK NIGERIA PLC
01.2005 - 05.2008
CUSTOMER SERVICE OFFICER
FIRST BANK OF NIGERIA PLC
11.2001 - 01.2005
Post Graduate Diploma in Education -
National Teachers Institute
Bachelor of Arts - HONS
University of Abuja
Diploma in Theatre Arts -
University Of Calabar
West African Examinations Certificate -
Edgerley Memorial Girls Secondary
Masters, Business Administration -
University Of Uyo
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