Summary
Overview
Work History
Education
Skills
Timeline
Generic

Angela Addo-Yobo

Accra

Summary

Accomplished Branch Operations Manager with a proven track record at Consolidated Bank Ghana Ltd, enhancing operational efficiency and customer loyalty through strategic planning and staff supervision. Skilled in compliance reviews and fostering a culture of continuous improvement, I excel in decision-making and coaching, significantly boosting team performance and satisfaction.

Overview

20
20
years of professional experience

Work History

Branch Operations Manager

Consolidated Bank Ghana Ltd
09.2023 - Current
  • Maintain friendly and professional customer interactions.
  • Organize staff schedules to ensure adequate coverage during peak business hours while maintaining employee satisfaction.
  • Managed daily branch operations for optimal productivity and customer satisfaction.
  • Conduct regular performance evaluations for staff members, identifying areas for improvement and opportunities for advancement.
  • Establish best practices for resolving client issues quickly while maintaining high standards of professionalism.
  • Developed strong relationships with clients, resulting in increased loyalty and repeat business.
  • Maintain compliance with industry regulations, minimizing risk exposure for the company through diligent oversight of operations.

Branch Operations Officer

Consolidated Bank Ghana Ltd
08.2018 - 08.2023
  • Conducts regular audits to ensure adherence to internal controls, preventing potential fraud or mismanagement incidents.
  • Conducts branch management and oversight of market area.
  • Optimized workflows within the branch so that resources could be allocated more efficiently based on changing demands throughout any given day.
  • Collaborated with other departments to maximize cross-selling opportunities and improve overall performance metrics.
  • Balanced daily cash and ATM, immediately documenting inaccuracies.
  • Resolved escalated issues promptly, demonstrating strong problem-solving skills while maintaining professionalism at all times.
  • Complied with regulatory guidelines and requirements.
  • Improved overall financial reporting by streamlining control processes and reporting structures.
  • Complied with established internal controls and policies.

Operations Team Leader

The Beige Bank
10.2017 - 08.2018
  • Improved team efficiency and productivity by restructuring workflow and managing assignments.
  • Kept team activities in compliance with safety, regulatory and environmental guidelines.
  • Maintained current knowledge of industry trends, incorporating relevant insights into operational strategies.
  • Analyzed data to identify areas for improvement, resulting in higher levels of customer satisfaction.
  • Promoted a positive work environment by fostering open communication and encouraging teamwork among employees.
  • Conducted regular staff training sessions to ensure consistent implementation of best practices across the team.
  • Adhered to applicable guidelines and requirements, and assisted team in doing same.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Trained, coached and managed [Number]-person team of [Type] and [Type] professionals.

Branch Operations Officer

Global Access Savings and Loans
03.2015 - 10.2017
  • Conducts regular audits to ensure adherence to internal controls, preventing potential fraud or mismanagement incidents.
  • Develope strong relationships with clients to foster loyalty and new business referrals.
  • Resolved escalated issues promptly, demonstrating strong problem-solving skills while maintaining professionalism at all times.
  • Maintained compliance with all regulations, policies, and procedures to minimize risk exposure for the organization.
  • Coached team members on best practices, enhancing their skill sets for career advancement opportunities within the company.
  • Ensured accurate record-keeping by implementing robust documentation systems for financial transactions and customer interactions alike.
  • Developed and implemented strategies to deliver quality customer service.
  • Managed daily operations, ensuring smooth and efficient branch functioning.
  • Complied with regulatory guidelines and requirements.
  • Prepares internal and regulatory financial reports, balance sheets and income statements.
  • Complied with established internal controls and policies.

Bank Teller

Global Access Savings and Loans
01.2005 - 03.2015
  • Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
  • Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
  • Processed customer transactions promptly, minimizing wait times.
  • Identified fraudulent activities by diligently monitoring transactions and reporting suspicious activity to management.
  • Provided customer records, account statements and copies of checks.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
  • Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
  • Assisted customers in opening new accounts, facilitating a smooth onboarding process for new clients.
  • Reconciled cash drawer and resolved discrepancies.
  • Contributed to a welcoming branch environment by maintaining a clean and organized workspace for both staff members and customers alike.
  • Removed mutilated currency from circulation.
  • Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
  • Increased efficiency within the teller line by sharing best practices among colleagues, leading to shorter wait times for customers.
  • Supported branch management in achieving operational excellence through adherence to regulatory guidelines and internal procedures.
  • Educated customers on use of banking website and mobile apps.

Education

BBA - Human Resources Management

Zenith University College
Accra ,Ghana
12-2013

High School Diploma -

Institute of Commercial Management
United Kingdom
09-2003

SSCE Cerificate - General Arts

Nsaba Secondary School
Agona Nsaba
12-1998

Skills

  • Critical Thinking
  • Communication
  • Lean Management
  • Research and Development
  • Coaching and Mentoring
  • Investment Guidance
  • Emotional Intelligence

Timeline

Branch Operations Manager

Consolidated Bank Ghana Ltd
09.2023 - Current

Branch Operations Officer

Consolidated Bank Ghana Ltd
08.2018 - 08.2023

Operations Team Leader

The Beige Bank
10.2017 - 08.2018

Branch Operations Officer

Global Access Savings and Loans
03.2015 - 10.2017

Bank Teller

Global Access Savings and Loans
01.2005 - 03.2015

BBA - Human Resources Management

Zenith University College

High School Diploma -

Institute of Commercial Management

SSCE Cerificate - General Arts

Nsaba Secondary School

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