Product/Business Manager

Abraham HAROLD

***************@*****.*** / 070******** / 44 Ajoke Street, Iwaya, Sabo-Yaba, Lagos, Nigeria Summary

Seasoned business executive with a demonstrated history of working with customer oriented-solutions and products. I am passionate about business development, customer satisfaction, business improvement, sales and support. Dedicated and resourceful with a commitment to meeting the company's and client's business goals. Specialties: Process management, Platform adoption, Data Analyst, Digital payment, Business & Product management, SLA & MOU fulfillment, Service improvement.

Employment History

Business Manager (Acting Team Lead) - Virtual Banking. HERITAGE BANK PLC • Lagos, Lagos

11/2018 - Present

Develop product strategies and plans to drive our Virtual Banking business (i.e Retail Internet Banking (RIB), Mobile Banking & USSD Banking).

Engage all relevant stakeholders in ensuring the successful implementation of marketing, sales and activation plans on all virtual products.

Regularly train the “Customer Service Associate & Executives”, creating awareness on new & existing virtual banking products & offers.

Liaise regularly with branch staff, Agents and all stake holders’ channels to ensure smooth product sales, customer management and successful implementation of our virtual banking strategy. Efficiently market each product to both internal & external customers in order to grow adoption rate. Thoroughly monitor performance, appraise market acceptance, and use customer feedback to initiate modification or enhancements on concerned products. Develop product documents and requirements for internal stakeholders. Engage in periodic market survey to ascertain how products meet the needs of customers, and how competitor’s offering or market changes is impacting on the proposition. Ensure continued adherence to governance and compliance in line with regulatory and bank policy. Key Achievement:

Poineered the implementation and Go-live of the Bank's USSD short code & upgraded mobile application. Poineered the integration of CoralPay C'gate Solution on the Bank's USSD platform. Successfully launched the mandate-update feature on the retail internet banking (RIB) platform which allows registered customers update their email address and phone number using a hardware token. Successfully launched the new password policy which helps restricts unauthorized access to customers’ mobile banking application thereby eliminating brute force attacks. Product Manager-Corporate/Retail Solutions.

HERITAGE BANK PLC • Lagos, Lagos

10/2017 - 11/2018

Developed business strategies & plans to drive the Corporate Solutions service (i.e Corporate online banking and other Corporate Platforms).

Responsible for merchant registration on payment and collection platforms e.g. Etranzact (CorporatePay, p g p y p g ( p y,

Payoutlet), Interswitch (Paydirect, Webpay) and School Portal Solutions. Review and reconciliation of transaction disputes, development of product developments documents and processes.

Experience Centre (Branches) drive for deployment of Payment Products through joint calls for product presentation and staff training.

Liaise with the Switching Companies and third-party vendors on bespoke product initiation, exchange of APIs, fees negotiation and management of existing products. Development of product paper and process manual for new payment products POS Business Support Officer.

HERITAGE BANK PLC • Lagos, Lagos

08/2016 - 10/2017

Developed plans to drive the POS business.

Coordinated the setup & deployment of POS terminals, merchants’ visitation/training. Engaged various PTSPs, PTADs, & NIBSS to ensure proper POS deployment and support to merchants. Engaged vendors and other internal & external stakeholders on MasterPassQR, mCash and Olympos implementation.

Key Achievement:

Successfully engaged vendors in automating the POS terminal request processes & implementing VAS. Business Manager-International Money Transfer (IMTOs). HERITAGE BANK PLC. • Lagos, Lagos

07/2015 - 08/2016

Developed business strategies & plans to drive Money Transfer business (i.e MoneyGram, Western Union, Transfast Money Transfers).

Coordinated platforms deployment and provided daily support to all our Experience Centers (over 150 branches). Constantly engaged the aforementioned IMTOs to ensure 100% platform up-time across our ECs. Effectively worked with internal stakeholders on settlement, accounts reconciliation, system uptime management (IT), operational & marketing dynamics. Organized and conducted the training of Front Line Associates (FLA)/Operators/Back office staff on the products features and to drive profitability.

Periodically reviewed regulatory requirement as they relate to the products. Periodically coordinated campaigns, promos & reward schemes on each product to encourage usage by walk-in and existing customers.

Business Manager - Retail/ Corporate Payments.

HERITAGE BANK Plc

09/2014 - 07/2015

Developed business strategies & plans to drive our retail & corporate eBusiness (i.e Personal & Corporate online banking, Mobile banking, USSD banking)

Effectively marketed each platform to our internal and external customers in order to grow adoption rate and increase each platform usage

Effectively work with internal stakeholders on settlement, accounts reconciliation, system uptime management(IT), operational & marketing dynamics.

Regularly trained our Customer Service Associates & Executives bank-wide to create awareness of new and existing products and offerings.

NYSC

NATIONAL YOUTH SERVICE. • Aba, Abia

03/2012 - 03/2013

ICT COMPLEX COMPUTER CENTER.

Functioned as System and Network Administrator.

MDGs VOLUNTARY WORK.

Encouraged the communities and students to participate in the Millennium Development Goals (MDGs) Projects. ROYALELITE INTERNATIONAL CHRISTIAN SCHOOL.

Functioned as Basic Science and Biology Teacher.

System Administrator.

LITTLE STREAM FARMS LTD.

09/2010 - 09/2011

Professional Skills

Education

Master's Degree - (Master in Information Technology (MIT) LADOKE AKINTOLA UNIVERSITY OF TECHNOLOGY (LAUTECH). • Ogbomosho, Oyo Enrolled 01/2018

Bachelor's Degree - Botany and Ecological Studies (Second Class Upper division). UNIVERSITY OF UYO. • Uyo, Akwa Ibom

Graduated 10/2011

WAEC

BRIGHT FUTURE COLLEGE. • Uyo, Akwa Ibom

Graduated 07/2006

Senior Secondary School Certificate.

Junior WAEC

SAINT MICHAEL’S MODEL SCHOOL. • Lagos, Lagos

Graduated 07/2003

Core Skills

Effective communication and problem solving skills. Proficient leadership and management capability.

Good team player with strong analytical mind.

Ability to translate business requirements leveraging on technology. Sales.

Admirable time management.

Excellent attention to detail and team collaboration. Fast learner and ability to prioritize tasks/projects. Budgeting, reporting & customer insight analytics. Training and Courses

Organizational skills Power BI Adobe Creative Suite Video and Audio editing. Microsoft office Excel

Project Management Foundations - 2020

Learning Data Analytics - 2020

Six Sigma White Belt Certification (Aveta Business Institute) - 2019 Diploma in multimedia (New Horizon Nigeria) & Digital Marketing - 2017 Trade based money laundering, transactions & Customer due diligence training program - 2017 Money Transfer Based/Anti-Money Laundering Program - 2016/2017 Sustainability Training And E-Learning Program (STEP) (IFC) - 2016 Heritage Bank Graduate Development Program - 2014

International Project Management Professionals (IPMP) - Certified Project Manager (CPM) - 2012 Linkedin:

https://www.linkedin.com/in/abraham-harold-pmec-0ab799b3/

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