Customer Experience Project Management

Summary

A result-oriented business leader with over 28 years’ experience in the private sector. His experience spans across key functional areas, including strategic policy formulation, sales and marketing, cash management, operations management, risk management, customer experience, change management, credit operations, project management, inventory management, and product management among others. He has had the privileged of providing top management leadership in the financial services sector, manufacturing, real estate, agriculture and general trade. Being a performance driven person, he has won several performance award and special management recognition over the years. He is a chartered accountant (a Fellow of Chartered Accountants of Nigeria). He also holds a Graduate Diploma in Management from Australian Institute of Business and a Higher National Diploma in Accounting.

Areas of expertise

Operations management

Strategic planning

Sales and marketing leadership

Financial analysis

Credit operations

Forensic auditing

Project management

Inventory management

Customer experience and relationship management

Cash management

Risk management

Change management

Business Development

Other relevant skills

Use of several Microsoft Office Suite applications, Including, Word, Excel, Power Point, etc

Excellent analytical skills

Event management skills

Excellent communication skills

Emotional and social intelligence

Leadership skills

Relationship management and networking skills

Coaching and capacity building skills

Presentation skills

Creative problem-solving skills

Key career highlights

Head, Operations - Chelle and Fountain Property Development Limited, 1/2023 to 3/2024

Job Role: Formulate and drive operations optimization strategies; ensure efficient service deliver; project monitoring; control and loss prevention; supply chain management.

Highlights: Designed and implemented a property acquisition model that proved the company’s land acquisition success rate and helped reduced acquisition cost by 25% in the first six month of implementation; Reorganized the procurement process store and achieved cost reduction by over 40% with a 12 months period.

Principal Consultant, Bancorp Consulting Limited 1/2021 to 12/2022

Job Role: Providing leadership to a team of consultants and professionals to provided advisory and accounting/auditing services to various clients

Highlights: Successfully led the 2021 audit of Nigeria Extractive Industries Transparency Initiative (EITI) two months earlier than scheduled. The resultant cost reduction earned my company a repeat contract to handle the 2022 audit, which was unprecedented.

General Manager – SK Amistad Integrated Limited (an agribusiness company) 1/2017 to 12/2020

Job Role: Responsible for Operations, including managing the company yams storage warehouse and packing yams for exports; suppliers management; product sourcing and export processing.

Highlights: Deployed a robust export packaging method for yam export to the UK that reduced spoilage during transit and doubled the company’s yam exports to the UK. By the continuous successful implementation of the method, SK Amistad became one of the top three exporters of yams from Nigeria to the UK.

Head, Liquidity Management and Collections – Stanbic IBTC Bank 10/2014 to 06/2016

Job Role: Was responsible for driving collections on all existing clients’ revenue collection contracts and on pass-due credits

Highlights: Orchestrated the restructuring of the then moribund department and remotivated the team for peak performance. This approach increased performance of budget for year 2015 by over 220%.

Head, Sales Network – Stanbic IBTC Bank 12/2012 to 10/2014

Job Role: Responsible for ownership of the Bank’s customer acquisition objectives and ensuring achievement of the sales and liabilities budget.

Highlights:

Successfully raised and trained a team of over 1,000 sales-workforce

Implemented a direct sales agency strategy which increased the Bank’s total customer numbers by 400% (from 220,000 to 1,100,000) within 2years and contributed over 46% to the Bank’s customer liabilities balance.

Designed and implemented a sales handover and customer onboarding process between the Sales and Relationship Management teams which helped reduce customer attritions from 30% to 5%.

Designed an automated (online) lead management system to support sales prospecting.

Successfully lead a department of over 1,300 people. The department was adjudged the best performing department during the 2013 appraisal cycle.

Head, Customer Experience and Sales Support – Stanbic IBTC Bank 10/2011 to 11/2012

Job Role: Responsible for supporting sales by generating and managing leads; developing and managing sales campaign initiatives; customer experience strategy and call center management.

Highlights:

Deployed a resource optimization strategy to expand the Bank’s customer care center capacity while operating within the same cost budget by using outsourcing approach.

Designed a customer lifecycle management policy to reduce customer attrition and improve income per customer

Commence a misery shopper model to deal service lapses across the Banks customers’ touch points

Executed the most successful sales campaign in the history of the Bank which became the benchmark across Standard Bank Group Branches in Africa.

Regional Manager, Southwest (eight branches across four states) – Stanbic IBTC Bank 11/2010 to 10/2011

Job Role: Responsible for driving business development and operations in the Region and managing operational risk.

Highlights:

Galvanized by team to achieve over 200% above budget performance and end the year 2011 as the best Regional Manager.

Doubled the branch network size in the Region by identifying and developing businesses in other viable locations.

Won a prize as the best Region Manager in sales and was reward by an appointment into a bigger role.

Regional Manager, North East (Covering 6 states) – Stanbic IBTC Bank 06/2009 to 11/2009

Job Role: Responsible for driving business development and operations in the Region and managing operational risk.

Highlights:

Dealt with the leadership issues in the Region and set it on the part to profitability.

Grew the number of customers in the Region by 15% over and above budget within 4 months

Activated an internal control system which address the hitherto high rate of cash pilfering in the Region.

Change Manager – Stanbic IBTC Bank 08/2008 to 05/2009

Job Role: Support all change activities in the Bank by designing and deploying change management initiatives and also build change management capabilities among managers and executive management.

Highlights:

Dealt with the leadership issues in the Region and set it on the part to profitability.

Successfully supported the Bank’s retail business unit during a major change in the branch channel remodeling project.

Successfully implemented a program to build change management capacity among branch manager which helped reduced staff attrition during the early days of the merger between IBTC Chartered Bank and Stanbic Bank.

Design an analytical model to show the cost of not managing change successfully to draw company leadership support for change management

Other job roles/experience

Branch Manager – Stanbic IBTC Bank Plc – 06/2003 – 07/2008

Relationship Manager – Stanbic IBTC Bank Plc – 03/2000 – 05/2003

Cash Advance Management and Reconciliation Officer – Stanbic IBTC Bank – 07/1999 – 03/2000

Audit Assistance – Dan Sheshi & Co. (Chartered Accountants) – 04/1998 – 06/1999

Cashier and Back Office Officer – Intercity Bank Plc – 09/1996 – 03/1998

Past Committee/Project Membership

Business Acceptance Committee - Member

Management Credit Committee - Member

Process Engineering and Restructuring Committee – Chairman

Direct Sales Agent Implementation Committee – Project Manager

Banking Application System Upgrade Project – Member

Academic and Professional Training/Certifications

Graduate Diploma in Management – Australian Institute of Business (AIB) – 11/2016 – 05/2017

Project Management Certificate – Digital Jewels, Lagos – 09/2008 – 09/2008

Change Management Certificate – Prosci (South Africa) – 11/2008 – 11/2008

Financial Selling Skills and Relationship Management – Lagos Business School – 08/2000 – 09/2000

Chartered Accountant - A Fellow of the Institute of Chartered Accountants of Nigeria – 05/1997 - 05/1999

Higher National Diploma in Accounting – Federal Polytechnic, Ado-Ekiti – 09/89 – 12/1994

** Also attended several local and international capacity building training/ workshops in leadership, sales, change management, project management, advance credit analysis, payments and collections, negotiation, dispute resolution, emotional intelligence, and relationship management.

Reference

John Nystrom – ***********@*****.*** ; +1-317-***-****

Kamilu Omokide – *************@*****.***; +234 802-***-****

Contact this candidate