Summary
Overview
Work History
Education
Skills
Timeline
Generic
OLUWAKEMI AJAO

OLUWAKEMI AJAO

PROJECT MANAGEMENT PROFESSIONAL
Lekki,Lagos State.

Summary

A Seasoned Business Analyst and Project Management with in-depth knowledge and experience in finance and payroll business processes and a good understanding of the agile methodology. A professional working style with outstanding analytical skill and approach with the ability to build and develop effective working relationships within organizations, managing deadlines, prioritizing own workload and communicating effectively across relevant teams.


Ability to delve into a toolkit of appropriate techniques and methods to use at different project stages, business domains and delivery environments. Always seeking to improve financial functions and processes and the desire to improve business processes and systems by questioning current practices and recommending best practice processes to meet business needs. An excellent resourceful facilitator with collaboration, communication and influencing skills.


Effective communicator who can explain the “Why” as well as the “What” to clients and colleagues alike. Motivated to deliver high-quality outcomes in all assignments. Experienced in establishing credible relationships with key stakeholders and providing end-to-end project deliverables with the ability to drive initiative, examine business needs for present and future state and create requirement documents.





Overview

18
18
years of professional experience
20
20
years of post-secondary education
1
1
Language

Work History

Project Manager/Business Process Improvement Specialist

First Bank - Head Quarters
Marina , Lagos
03.2023 - Current
  • Identified plans and resources required to meet project goals and objectives.
  • Met project deadlines without sacrificing build quality or workplace safety.
  • Developed and initiated projects, managed costs, and monitored performance.
  • Managed projects from procurement to commission.
  • Achieved project deadlines by coordinating with contractors to manage performance.
  • Coordinated with cross-functional teams to resolve project issues and mitigate risks.
  • Negotiated and managed third-party contracts related to project deliverables.
  • Drafted project reports to identify successful outcomes, insights and future recommendations.
  • Monitored project performance to identify areas of improvement and make adjustments.
  • Maintained open communication by presenting regular updates on project status to stakeholders.
  • Monitored project progress, identified risks and took corrective action as needed.
  • Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.

Team Lead Agent

First Bank Nig Ltd, Financial Inclusion Services
Lagos Island , Lagos
06.2022 - 02.2023
  • Execute agreed strategies for growing and sustaining a vibrant Agent network
  • Develop knowledge materials to facilitate training of Agents (onboarding, day to day operations, etc.) and Branch team (Agent recruitment and management)
  • Maintain standard operating procedure manuals for all activities related to Agent Network Development
  • Monitor and respond to Competitor offerings and trends
  • Support Sales team (SBUs) and eBusiness Regional Officers with product materials and bespoke proposals to facilitate engagement with prospective Strategic Partners
  • Provide periodic reports and recommendation on Agent and Branch performance to key stakeholders and executive management
  • Collaborate with required stakeholders to conduct risk assessment reviews to identify and address operational and business risks
  • Execute strategic marketing initiatives to drive network growth and visibility
  • Execute product promotion campaigns
  • Provide input to the design / production of Agent branding collateral and marketing merchandise
  • Facilitate communication management across the Agent Network
  • Learned and adapted quickly to new technology and software applications.
  • Managed time efficiently in order to complete all tasks within deadlines.

Project Team Lead

First Bank Nig Ltd
Marina , Lagos
09.2021 - 06.2022
  • Led by example, applying thorough understanding of complex projects and business acumen to workplace challenges to motivate team members towards greater productivity.
  • Developed and managed comprehensive project plans and associated project documents to keep ongoing development on schedule.
  • Responsible for creating project plans, established timelines for identified workstream
  • In charge of improving and managing customer experience workstream in branches bankwide
  • Gather and analyse data for process improvement
  • Coordinate and engage in departmental meetings with stakeholders, follow up on tasks, issues and relating important information to senior management team
  • Influence stakeholders to support business projects
  • Manage projects from initiative to implementation stage
  • Ensuring project objectives are achieved within established timeframes.
  • Coordinated team members, consultants and material resources across multiple projects and departments.

Head Branch Services

First Bank Nig Ltd
Victoria Island , Lagos
02.2019 - 09.2021
  • Developed strategic plans for day-to-day financial operations.
  • Responsible for managing the overall affairs of the branch and running the branch with a business model mindset
  • Analyzed business processes to identify cost savings and operational efficiencies.
  • Provide exceptional services to all clients and managing relationships of high net-worth individuals
  • Created a customer focused culture to assess and resolve clients’ complaints/queries on all transactions at all touch points in the branch
  • Professionally handle volatile customer situations, having detailed discussion with clients, and providing best suitable solutions
  • Detailing lessons learnt from handling volatile customers and providing improvement recommendations to team members daily
  • Supporting retail business team in sales while providing exceptional services to grow branch’s profitability while managing cost
  • Improving the branch’s profitability by managing the branch’s P or L while ensuring expenses are reduced
  • Extensively coordinated reconciliation and call-over processes of both domestic and foreign accounts in the branch
  • Providing operational support and training of new and existing staff members.

Head Branch Services

First Bank Nig Ltd
Adeola Hopewell, Lagos
01.2018 - 02.2019
  • Providing banking solutions and exceptional service to all existing and new customers
  • Worked actively with the retail business team in sales while providing exceptional services to grow branch’s profitability
  • Extensively coordinated reconciliation and call-over processes of both domestic and foreign accounts in the branch
  • Providing operational support and advice to all team members at all times
  • Developed strategic plans for day-to-day financial operations.
  • Analyzed business processes to identify cost savings and operational efficiencies.
  • Created financial dashboards to provide insights into key performance indicators.

Funds transfer Officer

First Bank Nig. Ltd
Victoria Garden City, Lagos
10.2011 - 12.2017
  • Head Funds Transfer Head Local Accounts and Clearing Officer ATM custodian Head Customer Front Desk Head Local Services Head Branch Services, Complaint and customer relationship management
  • Processing of inward and outward clearing instruments
  • Review daily account opening and current and savings account sales
  • NEFT and RTGS processing
  • Foreign currency, Form A, Form M, Money transfers processing
  • General management of Automated Teller Machine, viz
  • Uptime, cash management and first level maintenance etc
  • Proofing of ledger accounts
  • Effectively drove sales and services, grew branch’s profitability while managing cost
  • Successfully opened about 4,000 accounts which boosted the branch’s customer base while carrying out daily operational duties.
  • Trained new tellers in processes and procedures for financial institution, answering questions and providing guidance.
  • Prepared bank deposits by compiling data from cashiers, verifying and balancing receipts and sending payment to banks.
  • Properly processed deposits, withdrawals and payments for average of 300 customers daily.

Customer Relation Executive

BARCLAYCARD LOANS
CARDIFF , SOUTH WALES, UK
07.2010 - 08.2011
  • Provided personal loans via third party retailers with reputable companies facilitated by Barclays Partner Finance, a division of Barclaycard
  • Offered full range of consumer finance products such as retail which includes interest free loans, buy now pay later options, store credit card and interest bearing loans
  • Handled customers complaints by reviewing, investigating, and logging all details using AS400 and RESPOND SOFTWARE
  • Followed through all investigation process on the software, analyzing root cause to arrive at outcomes whilst keeping all details up to date, and providing feedback to all client’s complaints
  • Prepared management information including regulatory reporting as well as meeting relevant service, quality, and output standards
  • Maintained a working knowledge of current financial services authority and Financial Ombudsman Service to ensure appropriate approach to handling customers complaints and queries
  • Applied principles of treating customers fairly to enable the society to demonstrate that Barclays is meeting regulatory rules and guidance on treating customers fairly.

Customer Service Representative

BSKYB, Conduit UK
CARDIFF, SOUTH WALES, UK
01.2010 - 07.2010
  • Provided primary customer support to internal and external customers.
  • Updated account information to maintain customer records.
  • Responded to customer requests for products, services, and company information.
  • Answered constant flow of customer calls with minimal wait times.
  • Handled customer enquiries, complaints, billing questions and service requests timely.
  • Escalated customer’s issues to a higher-level customer support team when necessary
  • Effectively managed a high-volume workload in a deadline driven environment whilst adhering to company’s policies and regulations
  • Resolved an average of 250 inquiries in a week, exceeding weekly targets by 20%
  • Steadily met and exceeded supervisors’ expectations whilst being able to commit and go above and beyond the call of duty on a regular basis
  • Consistently met performance benchmarks in all areas (speed, accuracy, volume).
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Funds transfer Officer, Marketing and Sales Executive

Zenith Bank Plc
Victoria Island, Lagos
11.2005 - 09.2008
  • Cash and Tellering , Effectively handled all customer’s request over the counter while cross selling the bank’s products
  • Maintained a good understanding of the bank’s products and services including key features and benefit which I consistently sold to all existing and new customers
  • Utilized CRM software to track sales progression and communicate project needs.
  • Suggested innovative ideas to increase sales and improve customer experience.
  • Consistently achieved a 150% achievement on branch’s individual target within a year of employment and was converted from a contract staff to a full-time staff and a marketer
  • Managing client’s funds, whilst providing financial advisory services on a business to consumer platform
  • Increased revenue growth through the development and management of the sales team on a daily basis to strengthen relationships, while identifying opportunities to establish relationships with new clients
  • Identified and developed new prospects while retaining existing ones by monitoring client’s financial needs in accordance with the bank’s overall policy.

Education

MBA - International Business

Coventry University
Coventry, United Kingdom
04.2008 - 04.2010

HND - Accounting

Moshood Abiola Polytechnic
Ogun State, Nigeria
01.1998 - 04.2001

OND - Accounting

Federal Polytechnic Offa
Kwara State, Nigeria
01.1995 - 04.1998

First School Leaving Certificate - undefined

Comprehensive High School Aiyetoro
01.1989 - 04.1994

Secondary School Certificate - undefined

West African Junior, Loral Nursery and Primary School
01.1982 - 04.1988

Project

Skills

Personal competencies: Banking competenciesundefined

Timeline

Project Manager/Business Process Improvement Specialist

First Bank - Head Quarters
03.2023 - Current

Team Lead Agent

First Bank Nig Ltd, Financial Inclusion Services
06.2022 - 02.2023

Project Team Lead

First Bank Nig Ltd
09.2021 - 06.2022

Head Branch Services

First Bank Nig Ltd
02.2019 - 09.2021

Head Branch Services

First Bank Nig Ltd
01.2018 - 02.2019

Funds transfer Officer

First Bank Nig. Ltd
10.2011 - 12.2017

Customer Relation Executive

BARCLAYCARD LOANS
07.2010 - 08.2011

Customer Service Representative

BSKYB, Conduit UK
01.2010 - 07.2010

MBA - International Business

Coventry University
04.2008 - 04.2010

Funds transfer Officer, Marketing and Sales Executive

Zenith Bank Plc
11.2005 - 09.2008

HND - Accounting

Moshood Abiola Polytechnic
01.1998 - 04.2001

OND - Accounting

Federal Polytechnic Offa
01.1995 - 04.1998

First School Leaving Certificate - undefined

Comprehensive High School Aiyetoro
01.1989 - 04.1994

Secondary School Certificate - undefined

West African Junior, Loral Nursery and Primary School
01.1982 - 04.1988

Project

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