Summary
Overview
Work History
Education
Skills
Training And Development
Timeline
Generic

BERNICE DANSOWAA BOTSIO

ACCRA

Summary

OBJECTIVES INFLUENCING MY SKILLSET To understand and ensure compliance of organizational ethics, standards and guidelines for all operations within and across the service chain to the satisfaction of customers. Apply operational ethics and governance controls in organization to achieve their objectives through innovations and skill pooling. To optimize available resource and training of teams to apply governance controls underlying banking branch operations for organization’s profit To share knowledge and skill in my area of expertise for a continuous improvement and sustainable organizational ethics and standards within business. Strict supervisory oversight to keep teams in compliance to operational governance and cost controls to optimise profits

Knowledgeable [Desired Position] with solid background in compliance management and proven track record in policy implementation and risk mitigation. Successfully led multiple compliance initiatives that enhanced operational integrity and regulatory adherence. Demonstrated expertise in regulatory analysis and compliance training.

Overview

20
20
years of professional experience

Work History

Branch Operations Manager

Absa Bank
09.2022 - Current
  • Developed strong relationships with clients, resulting in increased loyalty and repeat business.
  • Managed daily branch operations for optimal productivity and customer satisfaction.
  • Supervised a team of employees, fostering a positive work environment and emphasizing professional growth.
  • Trained employees on proper procedures and strategies to improve productivity.
  • Performed monthly compliance checks.
  • Collaborated with senior management to create strategic plans for future branch growth and expansion.
  • Improved branch efficiency by streamlining operations and implementing new processes.
  • Established best practices for resolving client issues quickly while maintaining high standards of professionalism.
  • Conducted regular performance evaluations for staff members, identifying areas for improvement and opportunities for advancement.
  • Maintained compliance with industry regulations, minimizing risk exposure for the company through diligent oversight of operations.
  • Streamlined communication between departments, improving collaboration efforts within the company as well as problem resolution times.
  • Complied with regulatory guidelines and requirements.
  • Utilized financial software to prepare consolidated financial statements.
  • Created and managed financial models to evaluate corporate investments and acquisitions.

Branch Operations Manager(acting)

Absa Bank
09.2018 - 09.2022
  • Support branch operations by effective coordination of routines, audits, health & safety regulations and snap checks scheduled weekly, biweekly, monthly and quarterly
  • Monthly account reconciliation and ageing analysis with oversight duty on daily balancing of suspense accounts have built my flare and apt for resolving very difficult account reconciliations
  • Monitoring of branch cash position to avoid excess or shortage
  • Preparing of proper leave management plan and cover for branch staff
  • Vetting of customer loan application forms as well as account opening forms to suit compliance requirement
  • Coordinate with team to balance branch cash position at end of day
  • Populate and generate required reports (MI) on operations for daily, weekly and end of month
  • Consistent green audit results in governance and control for straight 4years
  • Regional team rep (15 branches) and won 1st prize in Governance and Control Quiz
  • Recommended and selected for candidature for treasury roles

Relief Operations Manager

Absa
09.2020 - 03.2021
  • Manage the team of operations and sales staff to achieve daily, weekly and monthly targets without compromising on controls as well as service standards
  • Validating daily cash balances, against physical to ensure adherence to limits is in place
  • Signing off on daily reconciliations of internal accounts and ATM to ensure accounts are not compromised
  • Ensuring commissions are charged correctly and on time to avoid income leakage and customer complaints
  • Attending to general contingencies that may arise either on operational front or customer front
  • Managing staff issues to ensure staff motivation for in achievement productivity
  • Successfully managed branch through a 7-month excellently with commendable team support in operations
  • With a motivated team, I achieved an absolute green audit with absolutely no complaints whatsoever -FTR first time right
  • Under my leadership, the team recorded no RTS within the period
  • All other performance KPI’s (compliances, balances, audits and reports)

Universal Banker

Absa
09.2015 - 09.2018
  • Vault and ATM operations management
  • Efficient ATM Cash managing evidenced in high ATM uptimes achieved and consistent cash balance during reconciliation
  • Efficient Resolution of ATM disputes and discrepancies
  • Experience gained in leadership management by effective coordination of team members in carrying out and achieving set targets
  • Security and risk management (CCTV review) on ATM machines
  • Ability to identify team member strength and delegate accordingly
  • Well versed in the controls and regulations of branch operations and compliant issues
  • Engage customers of all segments of business (Personal, Prestige & Premium) to identify and provide solutions to meet specific needs and requirement of customers
  • Manage customers’ treasury investment and associated schedules across portfolios
  • Provide world-class customer service management to entice and engage customers in benchmark service delivery levels
  • Apply customer services innovations towards a successful pilot roll out of Absa Africa Agenda

Acting Vault and ATM Custodian

01.2016 - 09.2016
  • Supervision of branch Customer Advisors (Tellers and Enquiry Clerks)
  • Branch Cash Management: Request cash for the day’s work having in mind the branch limits and the branch’s daily requirement
  • Supply cash to tellers throughout the day and evacuate excess cash to treasury to reduce the branch’s risk to robbery
  • Supply adequate cash to the Automated Teller Machines (ATMs) to suffice the day’s demand and work through the night without shortage
  • Maintain cash movement registers which record all cash taken and received in order to aid easy cash reconciliation at the end of each working day
  • Pass entries to credit cash account with cash supplied from Central treasury and debit cash account when cash is evacuated
  • Ensure that all controls governing cash movements, payments and receipts in the branch are adhered to and strictly followed to reduce fraud losses and ensure a green audit

Prestige Customer Advisor/ Branch Operations Lead

Barclays Bank
05.2013 - 09.2015
  • Ability to identify team member strength and delegate accordingly
  • Well versed in the controls and regulations of branch operations and compliant issues
  • Monitoring of branch cash position to avoid excess or shortage
  • Preparing of proper leave management plan and cover for branch staff
  • Vetting of customer loan application forms as well as account opening forms to suit compliance requirement
  • Coordinate with team to balance branch cash position at end of day
  • Populate and generate required reports (MI) on operations for daily, weekly and end of month
  • Efficient ATM Cash managing evidenced in high ATM uptimes achieved and consistent cash balance during reconciliation
  • Efficient Resolution of ATM disputes and discrepancies
  • Security and risk management (CCTV review) on ATM machines
  • Engaged a wide section of Prestige bankers to build a portfolio segment with treasury investment over 18.5M
  • Maintained a high service delivery level that transcend into the generic personal banking hall attested by clients
  • Support branch operations by effective coordination of routines, audits, health & safety regulations and snap checks scheduled weekly, biweekly, monthly and quarterly
  • Monthly account reconciliation and ageing analysis with oversight duty on daily balancing of suspense accounts have built my flare and apt for resolving very difficult account reconciliations
  • Experience gained in leadership management by effective coordination of team members in carrying out and achieving set targets

Customer Advisor

Barclays Bank (GH) Ltd
08.2007 - 05.2013
  • Responsibility for customer complaints handling and enquiry desk operations enhanced my efficiency in customer service delivery to both internal and external clients
  • A point of achievement is when my branch was adjudged the best and only among the cluster for responding to a mystery shopper
  • Efficient at handling multiple tasks at a time due to the long manning of the enquiry desk where multiple customer requests are handled at a time
  • Managing customers’ needs, complaints and dissatisfaction
  • Experience gained in the art of engaging Customers in their complaint’s resolution with the right outcomes within the guidelines of operations
  • Customer advisory and personal banking guidance for customers have sharpened my influential, clients’ confidence and negotiation skills that stimulate satisfaction for clients
  • In depth knowledge of account opening platform facilitates my coordination and management of account openings and transfers in a wide range of product portfolios
  • Sharpened sales skill due to mandatory asset (LOANS) target
  • Efficient in cross selling due to multiple support roles held
  • Experience gained in the gathering of detailed and correct information on clients
  • Efficient in employing proper Customer Due Diligence (CDD) and Know Your Customer (KYC) when establishing new customer relationship to avoid fraud
  • Knowledge acquired in the use of sanctions and world checks to identify potential fraudsters
  • Eye for detail, due to the risk involved in opening account, to avoid fraud or money laundering
  • Efficient teller cash management, with an average of 250 transactions per day, and competent in both cedi and foreign transactions, with auxiliaries like western union, SWIFT foreign transfer

National Service/ Management Trainee

Guinness (GH) Breweries Ltd
03.2005 - 02.2007
  • Production operations in the brew house department availed me knowledge in unit work processes that results into a big system output
  • I team played with a multi-disciplinary team to do a project to reduce cost of production of MALTA GUINNESS
  • By efficient coordination and communication by regular review of actions and targets, we finalized projects successfully at a reduced cost of 16% of original cost
  • With rapt attention to detail, I do supervision of automated operations system driven by meticulous sign off of long listed assignments
  • I performed functions in the Quality Control Department in controls of Operational parameter and Product reproducibility controls
  • This helped me to gain skills in Research and Analytical exercise

Education

Master in Business Administration - FINANCE

METHODIST UNIVERSITY COLLEGE
06.2011

Bachelor of Science - BIOCHEMISTRY

KWAME NKRUMAH UNIVERSITY OF SCIENCE & TECHNOLOGY
09.2004

Senior Secondary School Certificate Exams -

WESLEY GIRLS HIGH SCHOOL
09.1999

Skills

  • Key Value driver
  • Attentive to Details
  • Numeracy Literate
  • Contagious interpersonal skill
  • Teamwork
  • Strategic planning
  • Expert in risk management
  • Branch operations
  • Team leadership
  • Resource utilization
  • Electronic funds transfer
  • Compliance reporting
  • Security awareness
  • Capacity planning
  • Compliance reviews
  • Management
  • Banking regulations
  • Procedure implementation

Training And Development

  • 05/01/22, People Management for productivity
  • 02/01/22, Governance and Controls in Banking operations
  • 03/01/21, Data privacy in the technology space
  • 09/01/20, SME Retail & Business banking composite methods
  • 08/01/19, Financial Crime Control II
  • 03/01/17, Digital banking and its governance controls
  • 10/01/16, Universal Banker Training
  • 11/01/15, Presentation & Negotiation Skills Customer Service Excellence
  • 09/01/14, Financial Crime Control Customer service Excellence
  • 03/01/14, Anti money laundering legislation & Fraud awareness (Barclays Bank)
  • 10/01/13, Complaints handling, Sanctions and Governance (Barclays Bank)
  • 04/01/13, Customer Service Culture, Customer Service Excellence (Barclays Bank)
  • 08/01/12, Product Knowledge, Customer service Excellence (Barclays Bank)
  • 03/01/12, KYC & CCD in Customer service (Barclays Bank)
  • 10/01/11, Automated clearing house systems (Barclays Bank)
  • 04/01/11, ATM management (Barclays Bank)

Timeline

Branch Operations Manager

Absa Bank
09.2022 - Current

Relief Operations Manager

Absa
09.2020 - 03.2021

Branch Operations Manager(acting)

Absa Bank
09.2018 - 09.2022

Acting Vault and ATM Custodian

01.2016 - 09.2016

Universal Banker

Absa
09.2015 - 09.2018

Prestige Customer Advisor/ Branch Operations Lead

Barclays Bank
05.2013 - 09.2015

Customer Advisor

Barclays Bank (GH) Ltd
08.2007 - 05.2013

National Service/ Management Trainee

Guinness (GH) Breweries Ltd
03.2005 - 02.2007

Bachelor of Science - BIOCHEMISTRY

KWAME NKRUMAH UNIVERSITY OF SCIENCE & TECHNOLOGY

Senior Secondary School Certificate Exams -

WESLEY GIRLS HIGH SCHOOL

Master in Business Administration - FINANCE

METHODIST UNIVERSITY COLLEGE

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