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Work Background
Stanbic IBTC Pension Managers LimitedHead. Benefits Management Unit
Aug. 2022Responsible for payment of pension benefits, tax and admin fees for Retirement Savings Accounts, Approved Schemes Funds.
Stanbic IBTCHead, Zonal Operations Control
Jan. 2022 - Aug. 2022Lagos, Nigeria
Stanbic IBTCZonal Operations Control Manager, Lagos
Feb. 2020 - Aug. 2022Lagos, NigeriaReviewing operational activities across all Lagos branches to ascertain alignment with organisation's goals and objectives. Ensuring efficient controls are in place to mitigate operational risks. Ensuring a standard work environment is maintained across all branches within the zone. Providing advisory support to business to minimize exposure to operational losses, regulatory infractions, errors and misconduct. Monitoring compliance with regulatory standards. Tracking remedial actions on identified lapses. Conducting high-level investigations on (alleged) fraud/misconduct/incidents escalated by business and recommending actions/sanctions to the Executive Committee.
Stanbic IBTCRegional Client Service Manager
Apr. 2016 - Feb. 2020Lagos, NigeriaOversaw operational activities across 25 pension branches to ensure seamless excellent service delivery. Managed a team across various locations to deliver on improved TATs, eliminate infractions, produced results while working in high pressured environments and promoted client-centric culture among staff.
Stanbic IBTCTeam lead, Client Communication
Aug. 2011 - Mar. 2016Lagos, NigeriaEnsured effective management of all complaints/requests/enquiries received from clients/solicitors/regulator/employers on behalf of the organisation across all customer touch points. Carried out periodic review / update of the company's website (content, look and feel). Engaged in proactive communication with clients via regular campaigns/notifications to create awareness on pension services. Monitored client feedback via surveys, mystery shopping to determine NPS towards service improvement.
Stanbic IBTCBenefits Management Officer
Jan. 2010 - Aug. 2011Lagos, NigeriaProcessed benefits payments for pension retirees, approved schemes of major corporations. Managed application processing to the regulators and payment of approved transactions to clients' accounts. Mediated with banks (custodian) and clients on returned payments for prompt resolutions.
Stanbic IBTC Pension Managers LimitedCustomer Care / Complaints Officer
Sep. 2007 - Jan. 2010Lagos, NigeriaProvided excellent customer service through efficient client interaction and timely response/resolution to all clients' concerns across all touch points. Handled crisis management escalated from branches nationwide proficiently.
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