Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Accomplishments
Language
References
Timeline
Generic

Bernice Akwafo

Accra

Summary

Dynamic leader with a proven track record at Enterprise Trustees Limited, excelling in revenue generation and relationship management. Expert in collections strategy and debt recovery, I successfully boosted AUM and enhanced client engagement. Passionate about training and development, I foster high-performing teams to achieve outstanding results and drive organizational success.

Overview

23
23
years of professional experience

Work History

Unit Head, Collections (Public Sector & Mining Industries, PSMI)

Enterprise Trustees Limited
Accra
03.2025 - Current
  • Assist the Head of Department in overall collections strategy execution across the Public Sector and Mining Industry (PSMI) segments. Support the PSMI framework to ensure it contributes to the Financial objective of the Business. Boost AUM and market share by securing new client accounts and enhancing wallet share from existing members. Conduct periodic training and awareness sessions for the Secretariate on pension obligations, regulatory changes, and Enterprise Trustees' expectations. Foster strong working relationships with key public sector and mining stakeholders, acting as a liaison to promote compliance and collaboration. Lead and manage the PSMI collections portfolio to ensure timely and accurate remittances of pension contributions from assigned employers. Prepare and present periodic performance updates to senior management, highlighting achievements, challenges, and proposed interventions. Coordinate follow-ups and direct engagements with PSMI employers to resolve delayed or non-remittances in line with regulatory timelines. Provide guidance and supervision to assigned Portfolio Managers, ensuring optimal performance and continuous professional development. Ensure completion of all reporting are filed as required. Develop and implement employer engagement strategies to drive improved contribution behavior and minimize arrears.

Head, Reconciliation & Recovery Unit

Enterprise Trustees Limited
Accra
02.2024 - 02.2025
  • Develop and implement the overall strategy for the data reconciliation process to ensure accuracy, compliance, and efficiency. Lead the design and enhancement of reconciliation systems, ensuring alignment with organizational goals and regulatory requirements. Oversee the reconciliation of data across multiple systems, ensuring data consistency, accuracy, and integrity. Build and lead a high-performing team responsible for data reconciliation activities. Collaborate with cross-functional teams (IT, Finance, Operations) to align data reconciliation processes with business requirements. Ensure compliance with internal policies, industry regulations, and audit requirements. Prepare detailed reports for stakeholders, highlighting reconciliation trends and anomalies. Act as the primary point of contact for data reconciliation matters across the organization. Provide detailed insights and recommendations to senior management based on reconciliation outcomes.

Head, Recovery Unit

Enterprise Trustees Limited
Ghana
02.2021 - 01.2024
  • Developed and implemented strategies for recovering outstanding pension fund debts efficiently and in compliance with regulatory standards. Oversaw all debt recovery activities related to pension contributions, ensuring compliance with contractual and regulatory requirements. Monitored the recovery process to ensure timely collection and resolution of outstanding debts. Monitored accounts for compliance with established payment plans and flagged non-compliances. Built and managed a skilled debt recovery team, ensuring proper training and professional development. Set clear performance expectations and conduct regular evaluations to maintain high team productivity. Prepared detailed reports for senior management, summarizing recovery rates, trends, challenges, and opportunities. Maintained professionalism with clients to protect the organization's reputation. Utilized data analytics to gain insights into debt recovery patterns and inform strategic decision-making. Liaised with defaulting employers, and stakeholders to negotiate repayment plans and settlements. Collaborated with pension fund regulators to expedite recovery efforts. Identified root causes of recurring defaults and propose solutions to minimize future occurrences. Liaised with third-party collection agencies to ensure 100% recovery. Delivered exceptional customer service on collection calls and maintained a calm and professional demeanor.

Head, Corporate and Retail Sales Unit

Enterprise Trustees Limited
Ghana
01.2016 - 01.2021
  • Developed and launched an innovative personal pension scheme product, taking the lead in its creation and implementation; Oversaw and managed the sales strategy, driving successful market adoption and customer engagement. Proactively targeted and acquired competitive accounts, successfully transitioning them from rival companies. I identified, hired and trained highly qualified sales agents by teaching best practices, procedures and sales strategies. Drove sales conversion rates up 60% through effective agents' management. Improved sales processes to streamline customer acquisition and onboarding strategies. Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals. Determined action plans to effectively and efficiently achieve company objectives. Increased monthly gross sales from GHC 2M to 2.5M and exceeded goals for sales and increased AUM.

Pension Account Manager

Enterprise Trustees Limited
Ghana
04.2012 - 12.2015
  • Identified prospective employers and sold financial security to them. Signed up more than half of the company’s total business portfolio, ranking as the top-performing account manager among a team of nine. Oversaw and managed a portfolio of pension accounts, ensuring consistent growth and performance. Managed a portfolio of over 500 Large and Mid-Size Corporate for their retirement solutions. Monitored account activities to ensure contributions are up to date and aligned with clients' financial goals. Identified and pursued new business opportunities to expand the client base. Developed and executed sales strategies to promote pension products and services. Built relationships with prospective clients and close sales to achieve revenue targets. Acted as the primary point of contact for clients, providing exceptional customer service. Conduct regular reviews with clients to assess their pension plans and suggest adjustments as needed. Addressed and resolved client inquiries, issues, and concerns promptly. Prepared and present reports on sales performance, portfolio growth, and client feedback to senior management. Ensured all account activities comply with regulatory requirements and organizational policies. Worked closely with internal teams (investment, compliance, and operations) to deliver seamless services to clients. Built and maintained strong networks with industry professionals to identify potential leads and partnerships. Educated clients about pension plans, financial planning, and the benefits of long-term investment. Stayed updated on industry developments and provide insights to clients on changes that may impact their portfolios. Set and achieve sales and portfolio growth targets, contributing to the overall organizational objectives. Tracked and analyzed performance metrics to identify areas for improvement and ensure continuous growth. Analyzed market trends and competitor offerings to identify new opportunities for portfolio enhancement. Addressed and resolved client inquiries, issues, and concerns promptly. Exhibited client management skills, effective planning, and problem handled skills during the execution of a transaction. Handled queries and provided resolutions and presentations to prospective clients by sharing value propositions. Achieved individual targets and grew account profitability by 30% while maintaining a high service standard and compliance.

Assistant Manager, Customer Experience

GT (now Vodafone) Call Centre
Accra
10.2005 - 11.2010
  • Identified customer concern through interactions surveys and responded to them accordingly. Developed a customer charter to ensure that timely actions on corrective decisions were made and implemented. Directed and supervised the day-to-day operations of my team to ensure smooth performance. Cross-sold and up-sold products and services on the phone.

Acting Marketing Manager

GT (now Vodafone) Call Centre
Accra
01.2008 - 12.2008
  • Researched and reported on external opportunities and analyzed customer information and current market conditions. Reviewed and edited all contracts with clients. Maintained necessary contacts with key customers, industry associations and government representatives to achieve the objectives of the division. Matched the company's proposition against customer's needs to provide solution for growth and pro table strategy.

Marketing Head

Father & Sons Imex Trading
Accra
10.2002 - 10.2005
  • Identified new business opportunities/territories. Developed marketing strategy and implemented approved policies. Conducted market research for business proposals. Negotiated payments with clients. Directed, monitored, reviewed, and reported on all marketing activities and results. Cold called and ran appointments over the phone and in person. Followed up with client post sales to ensure satisfaction and ongoing business.

Education

EMBA - Project Management

University of Ghana
Legon, Ghana
01.2010

BA - Admin, Marketing & Psychology

University of Ghana
Legon, Ghana
01.2000

Agric Science (WASSEC)

Achimota Senior High School
Accra, Ghana
01.1993

Skills

  • Leadership and supervision
  • Customer service and relationship management
  • Revenue generation and negotiation
  • Critical thinking and communication
  • Training and development
  • Results-oriented and self-motivated
  • Microsoft Office suite proficiency
  • Collections strategy and debt recovery
  • Data reconciliation and regulatory compliance
  • Employer engagement and employee engagement
  • Team leadership and assignment delegation
  • Performance reporting and problem solving
  • Analytical thinking and process implementation

Hobbies and Interests

Listening to Music

Accomplishments

Signed up over 60% of our high-earned clients. Managed portfolio of over 500 Corporate Employers. Achieved 115% of debt recovery. Improved customer feedback scores from 75% to 95%. Increased sales revenue by 80%. Trained 22 new hires in sales service techniques. Supervised a team of 20 contracts and 5 permanents staff members. Collaborated with a team of 5 in the development of a personal pension product. MD's Special Award (2022).

Language

  • English, Twi, Ga

References

References available upon request.

Timeline

Unit Head, Collections (Public Sector & Mining Industries, PSMI)

Enterprise Trustees Limited
03.2025 - Current

Head, Reconciliation & Recovery Unit

Enterprise Trustees Limited
02.2024 - 02.2025

Head, Recovery Unit

Enterprise Trustees Limited
02.2021 - 01.2024

Head, Corporate and Retail Sales Unit

Enterprise Trustees Limited
01.2016 - 01.2021

Pension Account Manager

Enterprise Trustees Limited
04.2012 - 12.2015

Acting Marketing Manager

GT (now Vodafone) Call Centre
01.2008 - 12.2008

Assistant Manager, Customer Experience

GT (now Vodafone) Call Centre
10.2005 - 11.2010

Marketing Head

Father & Sons Imex Trading
10.2002 - 10.2005

EMBA - Project Management

University of Ghana

BA - Admin, Marketing & Psychology

University of Ghana

Agric Science (WASSEC)

Achimota Senior High School

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Bernice Akwafo