Head Office Operations Manager-Ebanking Unit
Fidelity Bank Ghana Limited
04.2017 - 05.2023
Hi, I’m
VICTOR AMEGATSE
Digital Finance/ Financial Inclusion/Banking
Kitchener,ON
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Branch Operations Manager
Fidelity Bank Ghana Limited
11.2013 - 04.2017
Branch Operations Officer
Fidelity Bank Ghana Limited
01.2010 - 11.2013
CONESTOGA COLLEGE
Post-Graduate from Project Management
THE FLECHTER SCHOOL OF LAW
Digital Finance Practitioner-CDFP
AUSTRALIAN INSTITUTE OF BUSINESS (AIB)
Graduate Certificate (GCM) from Management
UNIVERSITY OF GHANA
Degree from Political Science & Sociology
Summary
Seasoned banking professional with over 10 years of progressive experience in branch operations, team leadership, and e-banking supervision. Proven ability to drive operational efficiency, enhance compliance, and deliver exceptional customer service. Adept at building high-performing teams, implementing innovative solutions, and forging strategic partnerships to achieve organizational objectives. Recognized for meticulous attention to detail, strong analytical skills, and a results-driven approach.
Skills
- Banking software: Fkexcube 111 , CMS
- Financial Reporting and Analysis
- Compliance and Regulatory Management
- Project Management Tools: MS Project, Jira
- Advanced proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)
Work History
Fidelity Bank Ghana LimitedRidge Accra, Greater Accra Region, Ghana
Head Office Operations Manager-Ebanking Unit
04.2017 - 05.2023
Job overview
- Operational Excellence: Supervised a six-member team, achieving a 98% accuracy rate in settlement processing, and reducing income leakages by 30%.
- Compliance Leadership: Enforced adherence to internal policies and regulatory frameworks, mitigating operational losses by $500,000.
- Reconciliation Leadership: Led daily and monthly reconciliation with a 100% on-time report submission rate to regulatory and internal audit units.
- Process Innovation: Developed improved reconciliation methods, increasing efficiency by 25%, and reducing errors by 15%.
- Strategic Partnerships: Collaborated with telecom partners and fintechs, enhancing service delivery by 40% over five years.
- Product Launch Coordination: Delivered a 95% success rate in project launches by ensuring rigorous user acceptance testing and risk assessments.
Fidelity Bank Ghana LimitedRidge, Accra, Ghana
Branch Operations Manager
11.2013 - 04.2017
Job overview
- Team Leadership: Directed a team of 15, achieving a 20% increase in customer satisfaction through coaching and performance management.
- Operational Accuracy: Maintained a 98% accuracy rate in compliance with regulatory standards.
- Financial Integrity: Oversaw reconciliation processes, achieving zero discrepancies for four consecutive quarters.
- Sales Strategy: Implemented strategies that led to a 15% increase in branch sales year over year.
- Efficiency Improvements: Streamlined processes to reduce service wait times by 10%, significantly enhancing the customer experience.
Fidelity Bank Ghana LimitedRidge Accra, Greater Accra Region
Branch Operations Officer
01.2010 - 11.2013
Job overview
- Cash Management: Maintained a 99.9% cash verification and reconciliation accuracy rate.
- Customer Service Excellence: Achieved a 4.8/5 customer satisfaction score over three years.
- KYC Compliance: Ensured 100% compliance in customer onboarding, strengthening regulatory adherence.
- Cross-Selling Initiatives: Boosted product referrals by 30% during non-peak periods.
- Suspense Account Monitoring: Maintained zero discrepancies for 36 consecutive months.
Education
CONESTOGA COLLEGEKitchener, ON, CANADA
Post-Graduate from Project Management
04.2024
THE FLECHTER SCHOOL OF LAWMedford, MA, USA
Digital Finance Practitioner-CDFP
05.2022
AUSTRALIAN INSTITUTE OF BUSINESS (AIB)Adelaide, AUSTRALIA
Graduate Certificate (GCM) from Management
10.2019
UNIVERSITY OF GHANALegon, Greater Accra Region, Ghana
Degree from Political Science & Sociology
Certification
- Sustainability Business Strategies for project managers -LinkedIn Learning
- Business Acumen for Project managers- LinkedIn Learning
- Digital Money -Digital Frontiers Institute
- Leading Digital Money Markets- Digital Frontiers Institute
- Consumer Protection- Digital Frontiers Institute
- Financial Inclusion-Digital Frontiers Institute
- Blockchain & Cryptocurrency- Digital Frontiers Institute
- Money Transfer- Digital Frontiers Institute
Accomplishments
- Successfully validated the implementation of a Direct Integration project with leading telecommunications partners (MTN, Vodafone, and AirtelTigo) and fintech companies, enhancing customer access to banking services
- Spearheaded enhancements to the MTN Yello Save product, driving increased adoption and customer engagement within the banking sector.
- Collaborated with project management to migrate the bank’s mobile application to a direct integration platform, improving user experience and operational efficiency.
- Ensured successful migration and implementation of MoMo on POS systems within the telecommunications framework, facilitating seamless transactions for customers.
- Partnered with Branch Operations Coordinators to establish and optimize the operational setup of multiple Fidelity Bank branches, enhancing service delivery and community engagement from 2013 to 2015.
Overview
13
years of professional experience
References
References available upon request.
Association
- Member: Digital Finance Practitioners of Ghana
Availability
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References
References available upon request.