Abena Acheampomaah Marfo
Accra
Summary
Accomplished Branch Manager at 3 different Ghanaian Banks for the past 10 years, renowned for elevating customer satisfaction by 40% through strategic leadership and exceptional interpersonal communication. Expert in leveraging Microsoft Office to streamline operations, I excel in driving revenue growth and team development. My analytical prowess and customer-centric approach have consistently exceeded corporate objectives, marking me as a results-oriented innovator in banking.
Overview
19
19
years of professional experience
Work History
Branch Manager
Republic Bank (Ghana) PLC
07.2020 - Current
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
- Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
- Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
- Drove cross-selling efforts by collaborating with various departments within the organization to maximize revenues from existing clients.
- Enhanced branch visibility and market presence by orchestrating community engagement initiatives.
- Created financial dashboards to provide insights into key performance indicators.
Relationship Manager, Banking Operations
Universal Merchant Bank
04.2014 - 04.2017
- Identified opportunities for cross-selling additional bank products, driving business growth through strategic sales efforts.
- Established strong referral networks within the community, generating leads for new business opportunities in the banking sector.
- Organized regular client events to maintain engagement levels and foster loyalty within our customer base.
- Developed targeted marketing campaigns for relationship banking clients, boosting product awareness and adoption rates.
- Provided exceptional customer service, addressing concerns promptly and maintaining long-term client retention.
- Conducted thorough risk assessments for loan applications, ensuring responsible lending practices and minimizing default rates.
- Managed a diverse portfolio of high-net-worth clients, resulting in expanded revenue growth.
- Strengthened client relationships by providing timely and accurate financial advice, leading to increased customer satisfaction.
- Reviewed existing policies and procedures to identify areas of improvement within the relationship management function of the bank operations team.
- Monitored economic trends and advised clients on investment strategies, fostering trust in our financial expertise.
Credit Analyst
Universal Merchant Bank
03.2012 - 04.2014
- Assessed credit risk and analyzed financial statements.
- Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
- Analyzed credit scores to determine borrowers' creditworthiness.
- Reviewed credit reports to comprehensively view borrowers' credit history and identify potential red flags.
- Conducted financial review of customer lines of credit by assessing company financials and initiating credit application reviews.
- Monitored credit accounts routinely to identify and mitigate issues and prevent losses.
- Supported the sales team in negotiating favorable terms, balancing business growth and credit risks effectively.
- Reduced delinquency rates with proactive monitoring of clients'' credit performance and timely communication.
- Made decisions and recommendations about extending lines of credit.
- Mentored junior analysts, sharing best practices and fostering their professional development in credit analysis techniques.
Customer Service Manager
Universal Merchant Bank
07.2008 - 03.2012
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Banking Hall operations management
- Account opening processing adhering to KYC (Know Your Customer) Policies.
- Cheque Book management
- ATM card issuance
- Issuance of Internet Banking access
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Operations Officer
Universal Merchant Bank
10.2005 - 07.2008
- Balancing of all branch general ledger accounts
- Preparing monthly returns to management at the end of every month
- Cheque deposit processing
- Processing of salaries
- Issuance of payment orders upon request
- Inter-account transfers
- Inter-bank transfers
- Standing Order maintenance
- Fixed deposit investment processing
- Call-over of duties
- Branch Vault key and cash custodian
- Supervised all tellers of the branch to ensure they serve customers duly
- Ensured that the branch works in accordance with set cash insurable limits while meeting customer requests on demand
- Conduct periodic snap checks of tellers and effectively manage performance of tellers.
- Prepare month-end reports of the branch's accounts for the attention of the Business Manager/Senior Management, ensuring that all variances in relation to set targets are properly explained
- Contributed to business development efforts to drive revenue and meet corporate objectives.
Education
International Executive MBA - Banking And Finance
Paris Graduate School of Management
France02-2012
Bachelor of Arts - Social Sciences
Kwame Nkrumah University of Science Technology
Kumasi, Ghana06-2004
Diploma in French As A Foriegn Language - French Language And Literature
University of Abomey _Calavi
Cotonou Benin06-2003
High School Diploma -
SAINT MONICA'S SECONDARY SCHOOL
Mampong Ashanti, Ghana12-1997
Skills
- Excellent leadership, team building and managerial skills
- Good analytical and problem-solving skills
- Customer service-oriented person
- Microsoft outlook, word, and Excel, powerpoint
- Excellent decision-making skills
- Drive and passionate
- Good communication skills
- Objective and results-oriented person
- Customer focused
- Excellent time management skills
- Attention to detail
- Exceptional interpersonal communication
Languages
English
Bilingual or Proficient (C2)
French
Intermediate (B1)
Timeline
Branch Manager
Republic Bank (Ghana) PLC
07.2020 - Current
Relationship Manager, Banking Operations
Universal Merchant Bank
04.2014 - 04.2017
Credit Analyst
Universal Merchant Bank
03.2012 - 04.2014
Customer Service Manager
Universal Merchant Bank
07.2008 - 03.2012
Operations Officer
Universal Merchant Bank
10.2005 - 07.2008
International Executive MBA - Banking And Finance
Paris Graduate School of Management
Bachelor of Arts - Social Sciences
Kwame Nkrumah University of Science Technology
Diploma in French As A Foriegn Language - French Language And Literature
University of Abomey _Calavi
High School Diploma -
SAINT MONICA'S SECONDARY SCHOOL
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