BERNICE NAA AYELEY OSABU
Accra
Summary
Highly detail-oriented and professional successful at meeting and exceeding branch goals. Expertise in customer service relations and sales management with over 16 years of demonstrated accomplishment in Sales, Relationship Management, Branch management and operational efficiency in Retail Banking and SME Banking. A strong communicator experienced in productively managing workload in a stressful environment and a result-oriented with a proven track of working collaboratively with team members to achieve goals to bring excellent customer service as an operations manager.
Overview
24
24
years of professional experience
Work History
Acting Branch Manager
GCB Bank PLC - East Legon Branch
03.2023 - Current
- Managing and improving branch profitability and deposit mobilization targets
- Enhancing the branch business through the marketing of the bank's product and services in line with the overall corporate strategy to win targeted customers
- Managing customer issues and ensure satisfaction and upholding the good image of the bank
- Verifying and authorizing account opening and all transactions within the branch
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Leads staff meetings, communicate strategy, and translates into tactical operating plans.
Branch Sales Officer
GCB Bank PLC - East Legon Branch
04.2022 - 03.2023
- Enhance the branch business through the marketing of the bank's product and services in line with the overall corporate strategy to win targeted customers
- Manage customer issues and ensure satisfaction and uphold the good image of the bank.
- Maintained and built close relationships with customers through regular contact and visits.
- Built and deepened long-term relationships with customers.
Relationship Manager
GCB Bank PLC - SME 1D1F Department
10.2016 - 04.2022
- Prospect for new businesses and grow existing businesses to improve revenues
- Cross sell other financial products and solutions to improve customers' product holding ratio
- Act as liaison between the bank and customers
- Provide prompt feedback on customer expectations/request and ensure that complaints or queries are resolved effectively
- Processing and monitoring of loan performance as well as repayment schedule of customers to avoid loan defaults.
Credit Officer
GCB Bank PLC - Tantra Hill Branch
11.2012 - 10.2016
- Evaluated loan applications to determine its acceptance risk level per the bank's policy
- Involved in marketing strategies to attract new loan applications
- Maintained effective communication with customers throughout the loan process.
Customer Service Representative
GCB Bank PLC - Kasoa main Branch
09.2012 - 11.2012
- Managed withdrawals, deposits, and transfer of funds via the bank's electronic system
- Managed customer services to enhance the banks public image and retention of customers as well as cross selling the banks products and services
- Interact with customers to demonstrate care and build relationships.
Personal Banker
GCB Bank PLC - Akim Oda Branch
01.2008 - 08.2012
- Participate in delivery of exceptional customer experience by building relationship through proactive outreach as well as proposing appropriate products, and services
- Cross sold the banks products and services to prospective and existing customers.
Back Office Staff
GCB Bank PLC - Peki Branch
01.2007 - 01.2008
- Customer service duties, Systems administrating and opening of Accounts
National Service Personnel
GCB Bank PLC - Akim Oda Branch
11.2005 - 01.2007
- Customer service duties, Cocoa purchasing and scheduling duties and opening of Accounts
Secretary
Accounting Management Information Systems Consultants
01.2000 - 01.2001
- Building relationships with clients and providing excellent customer services
Skills
- Proficient user of Microsoft office tools (Word, Excel, and Power point)
- Conversant with Flexcube and Money Transfer Applications (ie MoneyGram, Western Union and UnityLink etc)
- General Management, Problem Solving Skills, Business Development Strategy, Interpersonal Communication Skills, Multitasking and Time Management
- Excellent knowledge in credit appraisal, banking operations, marketing and sales
- Strong knowledge of Branch management and customer service
- Good understanding of basic principles and marketing in the banking environment
- Possess good knowledge of the banks manual of instructions, compliance and regulatory requirements
- Excellent customer relationship management and credit analysis skills
- Excellent negotiation and interpersonal skills
- Possess excellent verbal, written and listening skills
- Good knowledge of branch accounting and transactional procedures, systems and processes
- Good at Collaborating and inspiring others to do their best at work
Accomplishments
- Lead the East Legon Branch team to achieve an outstanding performance leading to a recognition from Head, Consumer Banking.
- Best worker of GCB Bank PLC Abeka Lapaz Branch - 2016
- Best worker of GCB Bank PLC Tantra Hill Branch - 2014
Educational Summary And Certifications
- Masters in Business Administration (marketing), University of Ghana, Legon, 2012, 2014
- Student member of the Chartered Institute of Bankers, Accra, 2021, Present
- Bachelor of Arts (BA.) Philosophy and Linguistics, University of Ghana, Legon, 2001, 2005
- Certificate in Cashiering and Basic Banking, Core Career Development Consult, Accra, 2009
- Senior High School Certificate (SHS), Labone Senior High School, Accra, 1997, 1999
References
- Frederick Andoh-Bissue, Accra Area manager GCB bank PLC, 0244631498
- Moses Dodoo, Branch Manager ABSA Bank , Akim oda, 0208138528
Hobbies and Interests
- Listening to music
- Cooking
Timeline
Acting Branch Manager
GCB Bank PLC - East Legon Branch
03.2023 - Current
Branch Sales Officer
GCB Bank PLC - East Legon Branch
04.2022 - 03.2023
Relationship Manager
GCB Bank PLC - SME 1D1F Department
10.2016 - 04.2022
Credit Officer
GCB Bank PLC - Tantra Hill Branch
11.2012 - 10.2016
Customer Service Representative
GCB Bank PLC - Kasoa main Branch
09.2012 - 11.2012
Personal Banker
GCB Bank PLC - Akim Oda Branch
01.2008 - 08.2012
Back Office Staff
GCB Bank PLC - Peki Branch
01.2007 - 01.2008
National Service Personnel
GCB Bank PLC - Akim Oda Branch
11.2005 - 01.2007
Secretary
Accounting Management Information Systems Consultants
01.2000 - 01.2001
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