PAMELA NANA YAA SAI
Brampton,ON
Summary
Dynamic Banking professional with an enviable project management background and track record spanning sixteen years in the banking sector.
Proficient in stakeholder management, risk assessment and strategy formulation. Flexible approach to project methodology and customer needs with team performance and cohesiveness in hindsight, while ensuring all goals are met.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
17
17
years of professional experience
Work History
Silver, Branch
Star
- Joined forces with team members to create, edit, and alter customer service strategies and procedures in agile manner to best deliver a satisfying experience for all customers
- Provided efficient set-up for clients on all organizations’ electronic products such as internet banking, e- statement, e-alert and SMS alert
- Successfully linked customers cell phone numbers to the mobile money platform to ease with the payment of bills and purchasing of phone credits.
Customer Service Manager
Ecobank Ghana PLC
09.2022 - 04.2024
- Tema Long room branch
- Deputizing for the Branch Manager with a direct responsibility of all activities in the branch
- Facilitated the setting up of an office for the marketing team bringing about an increase in customer confidentiality and business
- Collaborating with the Card team to achieve consistent profitability through the acceptance and usage of all the organizations’ visa cards
- Implemented waste reduction strategy which reduced waste by 50% while supervising tellers, customer service officers, operations officers, and other support staff to ensure excellent service delivery to clients
Customer Service Manager
Ecobank Ghana PLC
07.2019 - 08.2022
- Roman Ridge branch
- Managed the smooth transition of the branch from the use of Flexcube version 7 to Flexcube version 12
- Implemented an efficient teller cash balancing process and overall operational efficiency
- Developed and implemented several successful customer service initiatives which resulted in 20% increase in customer satisfaction scores
- Partnered with branch management to develop strategies for increasing branch profitability
Senior Operations Officer
Ecobank Ghana Limited, Accra Mall
01.2014 - 06.2019
- Branch
- Successfully streamlined the role of the Customer Service Manager in her absence on maternity leave
- Aligned activities of the team leading to being adjudged the best branch in the zone in terms of profitability
- Fostered the loading of the ATM with cash while monitoring for reliable services and easy access for customers to their money 24/7
- Ensured that cash in the vault balances with the branch’s vault general ledger report always
- Controlling access to the vault and vault area by making sure it is locked and inaccessible to unauthorized persons when not in use.
Ag. Customer Service Manager
Ecobank Ghana Limited
06.2010 - 01.2014
- Legon-Pentagon branch
- Engineered Lean Project implementation at the branch which helped to control clutter at the workstations and achieving high productivity in the end
- Awarded the branch service star of the month in 2012
- Ensured the swift processing of rapid transfer requests for customers enabling funds to be transferred to and from affiliate branches on behalf of customers and at their convenience
- Strengthened the branch manager job activities anytime the role was assigned
Customer Service Officer
Ecobank Ghana Limited
05.2007 - 05.2010
Education
Virtual Selling for Sales Professionals LinkedIn Learning -
Anti-Money Laundering -
2022 Information Security Awareness -
2023
Project Management Professional Centre of Excellence -
2019
MBA - Strategic and Project Management
2010
BSc. - Land Economy
2005
Sustainable Banking Principles Ecobank Academy -
2000
Skills
- Innovative Problem-Solver
- Strategic Project Planning
- Team building & Training
- Emotional Intelligence
- Relationship Management
- Ability to work in multicultural environment
- Business development
- Accounts management
- Digital financial services
- Administration and Operations
- Proficient MS and Internet knowledge
- Excellent knowledge of core banking application
Accomplishments
- Supervised team of 19 staff members.
- Collaborated with team of 5 in the development of an office for the sales team.
References
REFERENCES
Available upon request
Affiliations
Project Management Institute Ghana Chapter
Languages
English
Native or Bilingual
Timeline
Customer Service Manager - Ecobank Ghana PLC
09.2022 - 04.2024
Customer Service Manager - Ecobank Ghana PLC
07.2019 - 08.2022
Senior Operations Officer - Ecobank Ghana Limited, Accra Mall
01.2014 - 06.2019
Ag. Customer Service Manager - Ecobank Ghana Limited
06.2010 - 01.2014
Customer Service Officer - Ecobank Ghana Limited
05.2007 - 05.2010
Silver, Branch - Star
- Virtual Selling for Sales Professionals LinkedIn Learning,
Ecobank - Anti-Money Laundering,
Ecobank Academy, Ecobank - 2022
Information Security Awareness,
- Project Management Professional Centre of Excellence,
Paris Graduate School of Management - MBA, Strategic and Project Management
Kwame Nkrumah University of Science and Technology (KNUST) - BSc., Land Economy
SSSCE Aburi Girls’ Secondary School - Sustainable Banking Principles Ecobank Academy,
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