FANDOH OTOO
Greater Accra
Summary
With over17 years of progressive banking experience, I have consistently exceeded targets by leading high-performing teams to achieve substantial customer and business growth. My expertise in sales, branch operations, and customer experience has resulted in an increase in customer base and improvement in branch revenue and profitability. Proven ability to foster a strong operational culture while delivering exceptional customer satisfaction aligned with the bank's strategic objectives.
Overview
20
20
years of professional experience
Work History
Branch Manager
Ecobank GH LTD
South Industrial Area, Medium Branch
03.2023 - Current
- Spearheaded branch growth strategy, delivering22% revenue and profit increase, and36% deposit growth in the first year
- Implemented a customer service excellence program, achieving a99% customer satisfaction rating
- Developed and coached a team of29 to enhance sales, service, and operational efficiency
- Optimized branch budget, reducing costs by15% while maintaining service quality
- Ensured strict compliance with regulations, including zero non-compliance incidents
- Maintained NPL and PDO ratios within budget
- Boosted digital channel utilization by25% through strategic initiatives
- Achieved satisfactory branch audit rating and full adherence to KYC/AML guidelines
- Responsible for preparation of the branch budget
- Responsible for analyzing business growth opportunities in the local market and developing appropriate strategies for capturing and growing our market share
- Responsible for working jointly and proactively with Business Segments (Commercial, Consumer & Corporate Banking) and product partners to increase the bank’s wallet share within the respective geographies
- Responsible for making recommendations to management to improve operations process in order to improve customer satisfaction
Branch Manager
Ecobank GH LTD
Okponglo, Small Branch
03.2018 - 02.2023
- Led branch growth strategy, delivering22% revenue and profit increase, and36% deposit growth in the first year22% revenue and profit increase, and36% deposit growth in year222% revenue and profit increase, and36% deposit growth in year3 and22% revenue and profit increase, and36% deposit growth in the forth year
- Implemented a customer service excellence program, achieving a99% customer satisfaction rating year one x,y,and Z in the second,third and forth years respectively
- Developed and coached a team of12 to enhance sales, service, and operational efficiency
- Optimized branch budget, reducing costs by20% while maintaining service quality
- Ensured strict compliance with regulations, including zero non-compliance incidents
- Maintained NPL and PDO ratios within budget
- Boosted digital channel utilization by40% through strategic initiatives
- Achieved satisfactory branch audit rating and full adherence to KYC/AML guidelines
- Responsible for preparation of the branch budget
- Responsible for analyzing business growth opportunities in the local market and developing appropriate strategies for capturing and growing our market share
- Responsible for working jointly and proactively with Business Segments (Commercial, Consumer & Corporate Banking) and product partners to increase the bank’s wallet share within the respective geographies
- Responsible for making recommendations to management to improve operations process in order to improve customer satisfaction
Customer Service Manager
Ecobank GH LTD
Silver Star, Large Branch
10.2014 - 10.2018
- Responsible for supervising the operational activities of the branch which included:
- Promoting, selling and cross-selling of the bank’s products
- Supervising the activities of all tellers, client engagement advisors and branch operation staff to ensure basic operational procedures are adhered to
- Adherence to the bank’s policies, procedures and standards
- Proofs review, daily reconciliation of all internal accounts and work with staff to resolve imbalances to prevent fraud
- Review of the day’s work is done promptly to avert any loss (Call over)
- Preparation of monthly and quarterly activity reports to Internal Control and other departments
- Served as the backup to the Branch Manager
- On-the-job training for branch staff through staff meetings and one-on-one coaching
- Appraisals for operations staff and giving disciplinary notices when required
- Resolving customer complaints and ensuring excellent customer service skills
- GCNet CEPS Collection Operations
- Responsible for overseeing the operations of GCNet at four locations: Afgo Village, KIA Arrival Hall, DHL, and FedEx
- I coordinated the daily activities of the staff at these locations and presented periodic reports to the Head Office
- Cash In Transit/ Implant Tellers
- Responsible for supporting the cash management unit by supervising the activities of cash-in-transit tellers and implant tellers, ensuring all cash collected was applied appropriately and preparing weekly schedules for client confirmation of cash picks
Customer Service Manager
Ecobank GH LTD
Tudu, Medium Branch
01.2012 - 09.2014
- Responsible for customer service at the branch
- Responsible for overseeing the operations of the branch
- Responsible for achieving satisfactory customer satisfaction ratings
- Played a major role in helping the branch receive certification as a customer-centric branch
Acting Customer Service Manager
Ecobank GH LTD
Head Office, Large Branch
01.2021 - 01.2012
- Responsible for customer service at the branch
- Responsible for overseeing the operations of the branch
- Responsible for achieving satisfactory customer satisfaction ratings
Senior Operations Officer
Ecobank GH LTD
Head Office, Large Branch
07.2010 - 01.2011
- Responsible for assisting the customer service manager in running the operations of the branch
- Responsible for ensuring policies were adhered to by all staff members, by reviewing the books of the branch and organizing periodic sessions to educate staff members on findings
- Member of the reconciliation and review unit of the branch
Customer Service Manager
Ecobank GH LTD
Aflao, Small Branch
09.2009 - 06.2010
- Responsible for initial set up of the Aflao branch
- Responsible for building the entire operational structures of the branch, together with the Branch Manager and broke even in6 months
- Responsible for the tellers, customer service executives, operational staff of the branch and also supervised the GCNET Unit attached to the branch
- I also worked directly with the branch manager and relationship man
Operations Officer
Ecobank GH LTD
Tudu, Medium Branch
01.2006 - 09.2009
- Customer Service/Operations Officer
- Responsible for processing of clients’ instructions in the bank’s software (i.e., fund transfer requests, standing order instructions, house cheques, cheques for clearing, scheduling of loans, treasury bills application and salary payments)
- Responsible for daily maintenance of the ATM which includes sorting and loading of cash, servicing it when it is out of service and accounting for its daily reconciliation
- Responsible for inter-branch reconciliation
- Responsible for authorizing transactions in the bank’s software
- Responsible for supervising and coordinating the calling over of the previous day’s work of the branch
- Responsible for supervising the preparation of all internal proofs of the branch
- Responsible for preparing monthly report to branch control and Head of Audit and Compliance department
Teller/Remittances Officer
Ecobank GH LTD
Tudu, Medium Branch
09.2005 - 12.2005
- Responsible for receiving cash and house cheques and inputting into bank’s software in both local and foreign currencies
- Responsible for paying out cash in both local and foreign currencies
- Responsible for Western Union Operations (Remittance)
- Responsible for Preparation of vault record of the branch
Education
CMI Level7 Diploma - Strategic Management and Leadership
Chartered Management Institute (UK)
01.2017
MBA - Finance
University of Leicester
01.2016
BBA - Admin, Banking & Finance
Methodist University College, Ghana
01.2009
Linked In courses
Zormelo and Associates
Franklin Covey/ Ecobank
Infoteam
MCA Training International
National Banking College
Knowledge Tree Technology
Skills
- Commercial acumen
- Excellent team management and coordinating skills
- Excellent interpersonal skills
- Strong credit appraisal skills
- Leadership and people development skills
- Good negotiation and selling skills
- Quick thinking and excellent problem solving skills
- Adaptable and able to quickly grasp and apply new information
Languages
English
Proficient
C2
Timeline
Branch Manager
Ecobank GH LTD
03.2023 - Current
Acting Customer Service Manager
Ecobank GH LTD
01.2021 - 01.2012
Branch Manager
Ecobank GH LTD
03.2018 - 02.2023
Customer Service Manager
Ecobank GH LTD
10.2014 - 10.2018
Customer Service Manager
Ecobank GH LTD
01.2012 - 09.2014
Senior Operations Officer
Ecobank GH LTD
07.2010 - 01.2011
Customer Service Manager
Ecobank GH LTD
09.2009 - 06.2010
Operations Officer
Ecobank GH LTD
01.2006 - 09.2009
Teller/Remittances Officer
Ecobank GH LTD
09.2005 - 12.2005
CMI Level7 Diploma - Strategic Management and Leadership
Chartered Management Institute (UK)
MBA - Finance
University of Leicester
BBA - Admin, Banking & Finance
Methodist University College, Ghana
Linked In courses
Zormelo and Associates
Franklin Covey/ Ecobank
Infoteam
MCA Training International
National Banking College
Knowledge Tree Technology