Emmanuel Akowuah Owusu
Accra
Summary
Operations professional with proven track record in managing field operations and streamlining processes. Known for strong team collaboration and driving results in dynamic environments. Highly reliable with focus on adaptive strategies and effective communication, ensuring operational success and team cohesion.
Overview
12
12
years of professional experience
Work History
Field Operations Head
Keed Ghana
Labone, Accra
10.2024 - Current
- Regularly reports on the progress of field operations to senior management, highlighting successes, challenges, and areas for improvement.
- Work closely with other departments heads to align field operations with overall company objectives and improve cross-functional efficiency.
- Maintain a thorough understanding of regions under management, including local challenges and opportunities, and adjust strategies accordingly.
- Propose and implement new processes to improve the quality, productivity, or profitability of field operations, with a focus on enhancing customer experience and operational efficiency.
- Lead, mentor, and motivate the field operations team, ensuring they are well-equipped to handle the challenges of scaling operations across multiple regions.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Maintained open lines of communication between upper management and field personnel, facilitating smooth information flow throughout the organization.
- Mentored junior staff members through coaching sessions and performance evaluations, promoting professional growth within the team.
Regional Head of Operations
Keed Digital Limited
Greater Accra Region, Ghana
01.2023 - 09.2024
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Oversaw day-to-day disbursement and repayment activities in accordance with business objectives.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Mentored and coached team members to foster productive and engaging work environment.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
Area Manager
Keed Digital Limited
Ghana
09.2022 - 01.2023
- Led a team to achieve company goals and exceed targets consistently, fostering a positive work environment.
- Supervised various locations, enforcing high-quality standards of operation.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Built relationships with customers and community to establish long-term business growth.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
Regional Head Of Operations
Onango
Greater Accra, Ghana
02.2020 - 05.2022
- Led regional operations, overseeing loan disbursement, collections, and customer service activities across multiple districts.
- Managed and coached a team of field officers and recovery agents to meet performance targets and ensure compliance.
- Analyzed operational data to improve efficiency, reduce defaults, and optimize resource allocation.
- Designed and implemented region-specific strategies to boost portfolio quality and customer satisfaction.
- Coordinated with product and technology teams to provide feedback and align operational processes with business goals.
- Reported key regional metrics to executive leadership and contributed to strategic decision-making.
Recovery Officer
Onango
Greater Accra, Ghana
01.2019 - 01.2020
- Recovered outstanding debts by negotiating with defaulting clients and providing tailored repayment options.
- Developed and implemented effective payment plans to support clients in meeting their obligations.
- Promoted timely repayments through proactive communication and follow-up strategies.
- Contributed to risk management efforts by recommending strategies to reduce loan defaults and minimize credit risk exposure.
- Improved company's recovery rate by efficiently managing a portfolio of overdue loans.
- Recovered delinquent accounts by implementing effective communication strategies and negotiation techniques.
- Conducted thorough research on debtor profiles to develop tailored approaches for debt recovery campaigns.
- Maintained detailed records of all collection activities, ensuring accurate reporting and proper case documentation.
- Developed strong relationships with clients, fostering trust and promoting positive outcomes during the recovery process.
- Trained new team members on best practices in collections and recovery, contributing to their professional development and success within the department.
- Acted as a liaison between clients and other departments within the company, ensuring seamless communication and facilitating prompt resolution of any disputes.
- Reduced account delinquency rates by promptly addressing early-stage delinquencies through proactive outreach efforts.
- Supported clients with compassionate, empathetic face-to-face counseling.
Sales Marketing Officer
Prudential Life Insurance
Accra, Ghana
06.2013 - 04.2017
- Marketed and sold a range of life insurance products to individuals and businesses.
- Educated clients on insurance policies, benefits, and coverage options to ensure informed decision-making.
- Assisted clients through the claims process, ensuring timely and accurate documentation and submission.
- Acted as a liaison between clients and the company by collecting feedback and providing valuable customer insights to improve service delivery.
Education
BBA - Accounting
Catholic Institute of Business And Technology
Accra02-2017
Skills
- Adaptability
- Interpersonal communication
- Employee relations
- Operations management
- Strong analytical skills and the ability to make data-driven decisions
- Customer relationship management
- Strong leadership and team management
- Ability to prioritize, manage time effectively, and maintain organizational efficiency
- Customer centered mindset with a focus on continuous improvement
- Excellent communication and negotiation skills
- High level of integrity, motivation, and the ability to drive results in a challenging environment
- Multitasking
- Problem-solving abilities
- Attention to detail
- Training and mentoring
Languages
English
Upper intermediate (B2)
Timeline
Field Operations Head
Keed Ghana
10.2024 - Current
Regional Head of Operations
Keed Digital Limited
01.2023 - 09.2024
Area Manager
Keed Digital Limited
09.2022 - 01.2023
Regional Head Of Operations
Onango
02.2020 - 05.2022
Recovery Officer
Onango
01.2019 - 01.2020
Sales Marketing Officer
Prudential Life Insurance
06.2013 - 04.2017
BBA - Accounting
Catholic Institute of Business And Technology