PEARL NAANA KANTON

Phone: 020-*******/024*-******, P.O BOX SK 2131 SAKUMONO, TEMA. E-mail: adpx3q@r.postjobfree.com

PROFILE

Over 10 years’ experience in banking operations; successfully running customer centered processes and systems, through planning and streamlining of company processes and procedures, ensuring quality service delivery and customer satisfaction. Additional experience in direct sale, office administration and management.

History of high performance – surpassing set targets - by creating winning leadership culture and peak performance initiatives for team success

AREAS OF EXPERTISE

Banking Operations

Service Focus and Strategy Formulation

Team Performance Analysis

Management

Training, Scheduling, Mentoring and Reviewing

Office Administration

Team set- ups and Growth Opportunities

EDUCATION

MBA-Human Resource (Sikkim Manipal University, May 2015 – May 2017)

Graduate Training Institute (Postgraduate Certificate- Banking)

BA. Information studies, English (University of Ghana, Aug 2005 – April 2009)

CAREER EXPERIENCE

First Atlantic Bank Ghana, May 2019-to Date

Head of Operations

Directly supervised the activities of the branch team members and ensured optimal achievement of error free or minimum error in processes, transaction sheets and other performance set target.

Moved the branch from a very low Annual Audit score of 44.35% to 78.55% at the end of 2021.

Established and maintained positive customer relationship plan, ensuring the daily delivery of an effective customer centric strategy to our clients, achieving the 1st position in the service quality survey 2021.

Worked in collaboration with the Branch Manager to improve Branch Services ensuring all KYC requirements are met without any outstanding issues as at the end of 2021

Directly supervised branch operations activities to prevent both internal and external fraud, income leakages, breaches of regulatory requirements, KYC infractions, ensuring full adherence to the bank’s procedures and policies. Achieved an improved Compliance Audit score with rating as a LOW-RISK BRANCH as at the end of 2021

Worked together with the Branch Manager to lower overhead costs and optimized sales; moving the branch from a loss position of GHS 60,000 as at 2019 to break even within the first four months of assumption of duty; subsequently, the branch was moved to a profit position all through to September 2021, with an improved deposit growth from GHS 3.3M to GHS 22.4 M

Managed two branch ATMs, onsite and offsite; ensuring all ATMs are always running without any service failure.

Ensured first and second levels daily call over (Transactions Audit) of vouchers are performed and relevant certificates rendered to Internal Control by close of business.

Ensured a daily and end of month Reconciliation report of the branch’s General Ledgers were forwarded to Internal Control and Finance Group on-time.

Daily review of the activities of the various subunits (Customer Service, Back Office, Tellers, Cash Officer, Security, Cleaners and Drivers.) to ensure they worked to standards and procedures established by the bank.

Energy Commercial Bank Ghana, March2018 – April 2019

Branch Operations Manager

Created a working environment, where customers received the best attention and service.

Authorized all transactions - deposit, Withdrawals, back-office entries, and account openings.

Ensured all branch functions were carried out in accordance with laid down procedures & policies in the bank manuals.

Implemented and monitored customer service delivery standards and ensured the branch provided the best customer service experience.

Ensured minimum turnaround time of 5mins for all transactions at the branch.

Ensured the bank’s asset assigned the branch were properly utilized and managed.

Assisted the Branch Manager to achieve the financial targets of the branch.

Assessed the activities and performances of the operations staff by evaluating daily transaction reports and accounts balance for accuracy and clarity.

Ensured client data was protected from the public and secured against fraud by enforcing access rights and verification levels

Energy Commercial Bank Limited-(JULY 2016 – MARCH2018)

Cash Officer/ FT Officer/ATM Custodian

Ensured branch always had sufficient cash to meet customers demand and that of the bank

Reviewed tellers work to ensure that entries made were accurate and duly authorized

Ensured errors made were rectified before close of business

Performed accounts proofs and reconciliation of ledgers of the branch per bank policy

Ensured tellers observed minimum cash in enclosures according to approved cash limit

Scanned clearing cheques.

Funds Transfer

Processed noncash transactions

Responsible for charging commissions and other charges

Processed salaries of customers

ATM Custodian

Managed the ATM of the branch with two other off-site ATMs

Energy Commercial bank-(JUNE 2015 – JUNE 2016)

Customer Service Officer

Opened accounts for customers.

Identified and cross-sold appropriate products that satisfied the needs of customer, through face-to-face interaction.

Introduced customers to appropriate product segments.

Handled client’s complaints in the banking hall and ensured that their issues were addressed satisfactorily.

Requested for cheque books on behalf of customers.

Issued cheque books and ATM cards.

Energy Commercial Bank-(January 2013- June 2015)

TELLER

Processed customer cash withdrawal requests

Processed and issued Payment Orders

Received and counted working cash

Accepted cash and cheque for deposit; ensuring deposit slips were filled properly

Balanced currency, cash, and cheques in cash drawer at the end of each day’s transactions

Processed customer Remittances requests

GHANA COMMERCIAL BANK, National Service Person (October 2009 –September 2011)

Personal Banker /Customer Service Executive

Opened current accounts and introduced customers to saving products, packaged loans, card products etc.

Identified and sold appropriate products to meet customer needs, through face-to-face interaction.

Undertook customers service initiatives.

Assisted customers in completing bank forms, etc.

Introduced customers to appropriate product segments.

Handled clients’ complaints in the banking hall and ensured that the issues were adequately addressed.

Requested for cheque books on behalf of customers.

Tasked to call existing customers periodically with the view of cross selling the bank’s products.

TELLER

Processed and issued Payment Orders and money orders

Received and counted working cash

Processed customer cash withdrawals requests

Accepted cash and cheques for deposit; ensured deposit slips were filled properly

Balanced currency, cash, and cheques in cash drawer at the end of each day’s transactions

BACK OFFICE

Passed noncash transaction entries

Charged commissions and other charges

Prepared cheques for clearing

Opened foreign account - Link2Home account

Scanned mandates and linked them to all accounts.

Processed salaries of customers

REFERENCES

MR. KOFI OHEMENG OWUSU

BRANCH MANAGER

GHANA HOME LOANS BANK LTD

ADUM, KUMASI.

TEL: 020*******

MR ALEX AFOTEY

HEAD COMMERCIAL SALES

UNIVERSAL MERCHANT BANK

HEAD OFFICE

TEL: 024*******/020*******

Contact this candidate