Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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OLAYINKA ADEOLU

Kamloops,BC

Summary

An experienced professional with over 18 years’ experience in the Financial Services Industry with specialty in managing core branch banking operations, customer service, customer retention, marketing of brand products and staff management and internal audit. Excellent leadership and interpersonal skills with track record of leading teams and collaborating with departments to achieve desired business goals by propelling teams to perform with maximum potential and efficiency. Over the course of experience, I have contributed significantly in driving cost savings at various strategic business units, achieved customer retention targets and improved the overall image of the brand through effective people management. I am an articulate communicator with proven capacity to foster relationships with colleagues, staff and management with ability to understand non-verbal communication.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Customer Service Manager

United Bank For Africa, UBA
06.2015 - 08.2023
  • Ensured quality customer service delivery through provision of efficient and effective branch operation, while ensuring conformity with bank's laid down procedures/processes and regulatory guidelines
  • Managed over 50 customer calls per day and ensure prompt resolution to complains.
  • Provided overall leadership/direction at branch level and continually enhanced team’s performance to delight customers through excellent banking hall touch point experience
  • Managed operational risk issues that arose in daily activities at branch level
  • Ensured effective/efficient implementation of bank-wide policies with respect to branch operations
  • Supervised activities of operations staff to ensure timely and efficient service delivery to Customers
  • Ensured proper documentation for all transactions and authorized transactions within approval limits
  • Maintained strong control awareness in branch and ensured adequate departmental controls are in place for all products/processes
  • Ensured strict adherence with Call over process provided timely and accurate reports (institutional and regulatory) on Branch Operations in prescribed formats and intervals
  • Ensured maintenance of appropriate confidentiality and security of customer and transactional information and safety of bank branch assets
  • Conducted branch training/meetings sessions in line with Banks’ policy
  • Ensured proper maintenance of branch assets and ambience quality in branch
  • Ensured customers’ retention in business office to drive growth and profitability, thereby increased sales by over 20%.
  • Carried out marketing calls with business Manager to know how best customers of business office can be managed and help with business continuity
  • Ensured financial targets set are met by all Operations staff.
  • Followed through with client requests to resolve problems
  • Kept accurate records to document customer service actions and discussions
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes
  • Researched and corrected customer concerns to promote company loyalty
  • Controlled resources and utilized assets to achieve qualitative and quantitative targets
  • Generated customer satisfaction surveys to analyze results into action plans
  • Collaborated with marketing department to launch and manage promotional activities and campaigns
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
  • Established team priorities, maintained schedules and monitored performance
  • Defined clear targets and objectives and communicated to other team members
  • Successfully managed budgets and allocated resources to maximize productivity and profitability
  • Managed senior-level personnel working in marketing and sales capacities

Cash Officer

United Bank For Africa, UBA
01.2011 - 05.2015
  • Efficiently managed of cash holding and vault administration
  • Ensure availability and workability of working tools for tellers
  • Authorize all cash transactions above tellers’ limits
  • Constant review of tellers’ payout limit, taking into cognizance tellers error rates
  • Provide effective service support need for tellers to ensure that teller cubicles are always manned and functional
  • Ensure that branch ATMs are always functional, and that ATM does not run out of cash
  • Ensure that transaction vouchers are called over after close of business daily
  • Maintenance of up-to-date cash tellers’ proofs and vault registers
  • Efficient crowd management in banking hall.
  • Worked with over 15 executives to create annual budget and track actual expenses against projected expenses
  • Oversaw accounts payable and receivable operations for five business with $10,000 in monthly expenses
  • Supervised accurate, efficient, and compliant completion of monthly financial reporting packages
  • Provided treasury and cash management by overseeing reconciliation of banking activity, credit card processing, and sales tax returns
  • Reviewed documents and data to give accurate presentations and forecasts to upper management
  • Accurately completed financial statement audits and thoroughly reviewed results
  • Followed up with delinquent accounts to obtain funds and reduce aging balances
  • Used Finacle to prepare external audit documentation and financial reports to assist management in operational planning and key decision making

Funds Transfer Officer

United Bank For Africa, UBA
01.2010 - 12.2014
  • Booking and liquidation of Investments
  • Booking of overdraft and loans for customers
  • Daily GL review and weekly rendition of GL accounts
  • Safe custody Items maintenance
  • Maintaining customer’s treasury activities with Head office
  • Salary Administration (internal and third party)
  • Support to other units.
  • Properly processed deposits, withdrawals and payments for average of 150 customers daily
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Worked effectively in fast-paced environments.
  • Excellent communication skills, both verbal and written.
  • Passionate about learning and committed to continual improvement.
  • Paid attention to detail while completing assignments.
  • Cultivated interpersonal skills by building positive relationships with others.

Customer Service Officer

United Bank For Africa, UBA
01.2006 - 12.2010
  • Review of account opening documents and timely opening of accounts
  • Account maintenance i.e
  • (Status enquiry, reactivation of inactive a/cs, handling of bankers’ confirmation etc.)
  • Cheque Management (issuance of counter cheque, loose withdrawal slip & booklet, stop cheque order, cheque acknowledgement etc.)
  • Ensuring effective and timely service delivery to customers
  • Maintaining contact with new and existing customers on routine account management activities
  • Providing customers with information and awareness on Bank’s products and services always Ensuring a customer friendly disposition with prompt turnaround time in line with service level
  • Customer’s relationship establishment and management
  • Attending to customers’ enquiries and complaints while ensuring the customer’s satisfaction ultimately
  • Ensuring zero error rates
  • Timely preparation and rendition of reports to internal and external parties as required from time to time
  • Account transfer between branches
  • Processing of customers’ card requests and other electronic banking products with ultimate delivery to them
  • Timely printing & rendition of statement of accounts to customers
  • Ensuring adequate controls over customers’ records & documents
  • Scanning of customers’ mandate
  • Maintenance of up-to-date registers for customers’ transactions and instructions
  • ATM custodian.

Executive Trainee

United Bank For Africa, UBA
06.2004 - 05.2005
  • Organized due diligence in preparation for sale of business unit
  • Conducted regular meetings with team to discuss issues, concerns and updates
  • Developed sales strategies to achieve short and long-term sales revenue objectives
  • Evaluated customer needs and feedback to drive product and service improvements
  • Supported creation of detailed, technical financial models to value potential acquisition targets
  • Devised and implemented processes and procedures to streamline operations

Education

B.Sc. Economics -

Obafemi Awolowo University
Ile-Ife, NG

Post Bacc. Diploma in Marketing & International Business -

Thompson Rivers University
Kamloops, BC
01.2025

Skills

  • Banking Operations
  • Customer Service
  • General & Fraud Investigations
  • Excellent Communication skills
  • Internal Audit
  • Customer Retention
  • General Ledger Reconciliation
  • Risk Assessment
  • Marketing
  • People Management
  • Documentation
  • Relationship Management
  • Follow-up
  • Report Writing & Presentation
  • Problem solving

Certification

Graduate Member, Nigerian Institute of Management (NIM)

Languages

English
Professional Working

Timeline

Customer Service Manager

United Bank For Africa, UBA
06.2015 - 08.2023

Cash Officer

United Bank For Africa, UBA
01.2011 - 05.2015

Funds Transfer Officer

United Bank For Africa, UBA
01.2010 - 12.2014

Customer Service Officer

United Bank For Africa, UBA
01.2006 - 12.2010

Executive Trainee

United Bank For Africa, UBA
06.2004 - 05.2005

B.Sc. Economics -

Obafemi Awolowo University

Post Bacc. Diploma in Marketing & International Business -

Thompson Rivers University

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OLAYINKA ADEOLU