CYNTHIA ABROKWAH
BRANCH MANAGER
ACCRA,GHANA
Summary
Motivated and Diligent Relationship Banking Manager with over 12 years of experience in the banking industry, effectively identifying and resolving customer difficulties to best-meet business objectives. Using expert data analysis and risk reduction strategies to achieve high performing, fair customer outcomes.
Overview
17
17
years of professional experience
6024
6024
years of post-secondary education
1
1
Certification
Work history
Branch Manager (Team Leader)
Agricultural Development Bank PLC
Accra, Ghana
06.2023 - 05.2025
- Overseeing to the daily operation of the branch while ensuring excellent customer service, operational efficiency and adhering to regulation standards;
- Team Management
- Develop strategies to meet sales and financial products
- Identify local market trends and opportunities to drive business growth
- Improved branch productivity by implementing efficient work schedules.
- Ensured branch met all regulatory requirements for safe operation.
Relationship Manager • SME Banking
02.2019 - 06.2023
- Develop and track strategies aimed at growing the SME liabilities and assets portfolio of the branch
- Maintain good relationships with clients so that the business can maximize the value of those relationships
- Identify key contacts at potential client companies to establish and foster relationships
- Participate in one-on-one meetings with clients to explain services to guide their choices
- Understand the problems and challenges of clients and identify ways the business could better address those needs
- Grow the business by identifying new sales and business development opportunities
- Seek opportunities to cross-sell or upsell to existing clients
- Monitor and assess the activities of our competitors to proactively satisfy and retain our clients
- Provide excellent service to maintain a positive reputation for the business
- Resolve any customer complaints promptly and professionally
- Set revenue targets and develop and execute a strategy to meet them
Relationship Manager • (Public Sector) Parastatals
06.2016 - 01.2019
- Grew the deposits and revenue portfolio for public sector and parastatal institutions
- Maintained and deepened relationships with institutional clients to maximize the value of our relationships
- Championed the enrollment of clients unto institutional cash collections services
- Conducted value-chain management to convert beneficiaries of funds from parastatals into bank clients thereby ensuring majority of disbursed funds remain within the bank
- Any other duties assigned
Customer Services Officer / Back officer
Agricultural Development Bank
04.2010 - 06.2016
- Promoted and sold the services and products of the bank to customers
- Provided investment advisory services to customers and prospects
- Acted as a communication intermediary between the bank and its customers
- Opened accounts for customers and ensured compliance with KYC policies and standards
- Booked fixed deposits, and treasury bills
- Requested and issued customer cheque books, and ATM cards
- Prepared ATM and cheque book returns
- Liaised between customers and management for effective resolution of issues.
- Improved customer satisfaction by providing prompt and efficient service.
- Streamlined information flow through organised record keeping.
- Utilised strong communication skills for handling customer complaints effectively.
- Delivered high-quality service with attention to detail and professionalism.
- Liaised regularly with other departments, ensuring cross-functional harmony.
- Handled payroll processing tasks efficiently without any errors or delays.
- Managed daily back-office operations to ensure smooth functioning.
- Collaborated effectively with front office staff for seamless service delivery.
- Streamlined filing systems, resulting in increased efficiency.
- Managed workflow to continuously exceed quality service goals.
National Service Personnel
MINISTRY OF DEFENSE
Accra
08.2008 - 08.2009
- Stock management and inventory control
- Receipt of stock items
- Issuance of uniforms and accessories
- Compilation and reconciliation of stock
Education
A-Levels - Arts
Workers College
Master of Business Administration - Project Management
University of Ghana Business School
Bachelor of Arts - Sociology
University of Ghana
GhanaSkills
- Branch sales and service strategies
- Retail Banking value proposition
- Bank's products and services
- Local target market profiles
- Policies and procedures of the bank
- Risk and credit management principles
- People management
- Team-building
- Customer service management
- Presentation skills
- Communication skills
- Listening skills
- Financial markets understanding
- Banking products understanding
- PowerPoint
- Spreadsheets
Certification
- ACIB (Certified Banker- Governors and risk option), Chartered Institute of Bankers-Ghana (CIBG), 11/2020
- Certified Digital Finance Practitioner (CDFP), Digital Frontier Institute, South Africa, 03/2023
Custom
- Introduction to Credit Risk Management - National Banking College, Accra.
- Facility Structuring - National Banking College, Accra.
- Documentary credits, Bonds and Guarantees in Trade - National Banking College, Accra
- Superior Customer Service Delivery - The Capital Group, Accra
- Leadership Development for Women in Banking - National Banking College, Accra
- Coaching for high performance - National Banking College, Accra
- Consulting Masterclass - Chartered Insitute of Bankes
Timeline
Branch Manager (Team Leader)
Agricultural Development Bank PLC
06.2023 - 05.2025
Relationship Manager • SME Banking
02.2019 - 06.2023
Relationship Manager • (Public Sector) Parastatals
06.2016 - 01.2019
Customer Services Officer / Back officer
Agricultural Development Bank
04.2010 - 06.2016
National Service Personnel
MINISTRY OF DEFENSE
08.2008 - 08.2009
A-Levels - Arts
Workers College
Master of Business Administration - Project Management
University of Ghana Business School
Bachelor of Arts - Sociology
University of Ghana
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