Johnson Odiase
Brampton
Summary
A Result oriented Customer Service Manager with over 15 years of experience in banking operations, customer service, and team management. Expertise in process optimization, sales growth, and compliance with regulatory standards. Proven ability to lead diverse teams, ensure operational efficiency, and deliver exceptional customer experiences. Adept at using core banking software such as Equinox, Finacle and CRM, to drive financial performance and operational excellence. Expert in fostering strong customer relationships to improve satisfaction and retention.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Branch Service Manager
Stanbic IBTC Bank Plc
Lekki 2 Branch
12.2023 - 01.2025
- Oversaw daily branch operations, ensuring compliance with banking regulations and standards.
- Managed sales strategies to achieve branch revenue targets.
- Supervised and mentored a team of 15+ employees to improve performance and customer service delivery.
Branch Service Manager
Stanbic IBTC Bank Plc
Awolowo Road Branch
12.2022 - 11.2023
- Directed branch operations and sales initiatives to exceed performance metrics.
- Fostered strong customer relationships to improve satisfaction and retention.
- Implemented innovative solutions to streamline branch processes and reduce costs.
Branch Service Manager
Stanbic IBTC Bank Plc
NPA Branch Apapa
01.2021 - 01.2022
- Coordinated branch activities, ensuring operational excellence and adherence to policies.
- Conducted market analysis to identify opportunities for customer acquisition and product penetration.
- Resolved complex customer issues to maintain high service standards.
Head, Service Support
Stanbic IBTC Bank Plc
Warehouse Road Branch
01.2016 - 01.2021
- Managed end-to-end operations, including cash management and customer service.
- Collaborated with senior management to implement corporate strategies.
- Developed business continuity plans to mitigate operational risks.
Head, Service Support
Stanbic IBTC Bank Plc
Tincan Branch
01.2015 - 01.2016
- Led branch operations, achieving consistent service delivery and operational efficiency.
- Ensured compliance with anti-money laundering policies and other requirements.
- Monitored cash flow and maintained optimal cash levels in the branch vault.
Team Leader, Customer Service
Stanbic IBTC Bank Plc
Warehouse Road Branch
01.2011 - 01.2012
- Managed frontline service delivery, overseeing tellers and front desk officers.
- Enhanced customer satisfaction through prompt resolution of inquiries and complaints.
- Implemented performance monitoring tools to improve team efficiency.
ATM Operations Officer
Stanbic IBTC Bank Plc
Warehouse Road Branch
01.2010 - 01.2011
- Provided first-level support for ATM operations, ensuring functionality and uptime.
- Monitored and maintained ATM cash levels to meet customer demand.
- Liaised with head office to resolve dispensing errors and technical issues.
E-Business Officer
Stanbic IBTC Bank Plc
Warehouse Road Branch
01.2009 - 01.2010
- Managed online transactions, including tax payments, and utility bill processing.
- Delivered seamless e-business services, enhancing customer satisfaction.
- Supported clients with troubleshooting e-banking issues.
Clearing Officer
Stanbic IBTC Bank Plc
Warehouse Road Branch
01.2008 - 01.2009
- Processed inward and outward clearing cheques within established deadlines.
- Prepared exception reports and caution notices for returned items.
- Ensured compliance with clearinghouse regulations and standards.
Customer Service Officer
Stanbic IBTC Bank Plc
Warehouse Road Branch
01.2007 - 01.2008
- Handled customer inquiries and resolved account-related issues.
- Managed branch mandate files and maintained accurate records.
- Assisted in the issuance of manager's cheques and fund transfers.
Cash Officer
Stanbic IBTC Bank Plc
Warehouse Road Branch
01.2006 - 01.2007
- Supervised cash transactions, ensuring accuracy and adherence to policies.
- Managed the branch vault and teller cash levels.
- Prepared daily cash reconciliation reports.
Accounts Trainee (Industrial Training)
Nigerian Petroleum Development Company (NPDC)
Benin City
01.2002 - 12.2002
- Processed invoices and prepared payment vouchers.
Education
Msc. - Forensic Accounting
06.2025
Bachelor of Science (B.Sc) - Accounting
University of Benin
Edo State, Nigeria01.2003
Skills
- Branch Operations Management
- Financial Reporting and Analysis
- Customer Relationship Management (CRM)
- Risk Management and Compliance
- Core Banking Software (Equinox, Finacle)
- Leadership and Team Development
- Problem Solving and Critical Thinking
- Effective Communication and Interpersonal Skills
- Innovation and Strategic Thinking
- Time Management and Attention to Detail
Certification
- Bachelor of Science (B.Sc) in Accounting, University of Benin, Edo State, Nigeria, 05/01/03
- CIBN Chartered institutes Of Bankers of Nigeria, 01/01/24
- Msc. Forensic Accounting, In View
Atm Proficiency
- Wincore
- NCR
- Hyosung
References
Available Upon Request
Languages
Fluent
Banking Software
- Equinox
- Finacle
Professional Development
- Nigeria Process and Product Diagnostic Assessment
- Client Conduct Nigeria
- Information Security Awareness
- Anti-Money Laundering and Counter-Terrorist Financing Awareness
- Business Conduct Nigeria
- Design Thinking Fundamentals
- Prevention of the Facilitation of Tax Evasion
Timeline
Branch Service Manager
Stanbic IBTC Bank Plc
12.2023 - 01.2025
Branch Service Manager
Stanbic IBTC Bank Plc
12.2022 - 11.2023
Branch Service Manager
Stanbic IBTC Bank Plc
01.2021 - 01.2022
Head, Service Support
Stanbic IBTC Bank Plc
01.2016 - 01.2021
Head, Service Support
Stanbic IBTC Bank Plc
01.2015 - 01.2016
Team Leader, Customer Service
Stanbic IBTC Bank Plc
01.2011 - 01.2012
ATM Operations Officer
Stanbic IBTC Bank Plc
01.2010 - 01.2011
E-Business Officer
Stanbic IBTC Bank Plc
01.2009 - 01.2010
Clearing Officer
Stanbic IBTC Bank Plc
01.2008 - 01.2009
Customer Service Officer
Stanbic IBTC Bank Plc
01.2007 - 01.2008
Cash Officer
Stanbic IBTC Bank Plc
01.2006 - 01.2007
Accounts Trainee (Industrial Training)
Nigerian Petroleum Development Company (NPDC)
01.2002 - 12.2002
Msc. - Forensic Accounting
Bachelor of Science (B.Sc) - Accounting
University of Benin