FRANCIS OWUSU-NYAME
Accra
Summary
Proven leader in branch operations management and customer relationship building, I excelled at GCB BANK PLC by driving operational efficiency and enhancing client loyalty. Leveraging expertise in risk analysis and regulatory compliance using Customer Due Diligence skills, I consistently exceeded performance targets. My approachable demeanor and strong coaching skills fostered a team-oriented environment, contributing to significant business growth.
Overview
16
16
years of professional experience
Work History
Branch Manager
GCB BANK PLC
Accra, Ghana
06.2023 - Current
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
- Assessed employee performance and developed improvement plans.
- Engaged employees in business processes with positive motivational techniques.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
- Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
- Complied with regulatory guidelines and requirements.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
- Consulted customers to boost product sales and services.
- Examined customer loan applications for loan approvals and denials.
- Resolved various issues impacting sales management and business operations.
- Utilized data-driven insights to make informed decisions regarding staffing levels during peak seasons thereby maintaining smooth functioning of branch operations.
- Submitted loan applications to underwriter for verification and recommendation.
- Implemented risk management strategies to minimize potential losses while maintaining a healthy balance between risk and return on investments.
- Reviewed and edited loan agreements to enhance clarity and monitor compliance with requirements.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
Branch Operations Manager
GCB BANK PLC
Accra, Ghana
01.2020 - 06.2023
- 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.
- Improved branch efficiency by streamlining operations and implementing new processes.
- Established best practices for resolving client issues quickly while maintaining high standards of professionalism.
- Overhauled outdated operational procedures to increase branch effectiveness and reduce errors.
- Organized staff schedules to ensure adequate coverage during peak business hours while maintaining employee satisfaction.
- Maintained friendly and professional customer interactions.
- Oversaw inventory management processes, ensuring accurate records and timely reordering for optimum stock levels.
- Maintained compliance with industry regulations, minimizing risk exposure for the company through diligent oversight of operations.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Monitored financial transactions to detect any suspicious activity or potential fraud.
- Enhanced customer experience by providing exceptional service and addressing concerns promptly.
- Increased overall sales, implementing targeted marketing strategies and promotional campaigns.
- Completed daily Bank Secrecy Act reports.
- Implemented cost-saving measures to reduce overhead expenses without sacrificing quality or service levels.
- Set up and supervised cash shipments.
- Complied with regulatory guidelines and requirements.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Consulted customers to boost product sales and services.
- Boosted sales and customer loyalty through incentive programs.
- Submitted loan applications to underwriter for verification and recommendation.
- Examined customer loan applications for loan approvals and denials.
Credit Officer
GCB Bank PLC
Accra, Ghana
01.2019 - 01.2020
- Evaluated creditworthiness of potential borrowers using thorough research and analysis techniques, minimizing default risks.
- Analyzed applicants' financial status and credit and property evaluations to determine loan feasibility.
- Enhanced credit decision-making by conducting comprehensive financial analysis and risk assessments.
- Optimized lending practices by maintaining up-to-date knowledge of industry trends and regulatory requirements.
- Conducted regular account reviews to proactively identify potential risks in the credit portfolio, taking corrective actions as needed.
- Reviewed and verified income, credit reports and employment histories for each borrower.
- Adhered to banking standards and government lending guidelines for loan services.
- Devised collection recovery strategies to resolve customer issues and delinquent cases.
- Improved cross-functional collaboration, working closely with sales and operations teams to meet business objectives.
- Managed a diverse portfolio of commercial loans, maintaining strong client relationships while mitigating risk exposure for the organization.
- Collaborated closely with underwriting teams to ensure a seamless process from application submission to loan disbursement for clients.
- Obtained and interpreted financial statements to assist in credit limit reviews.
- Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and billing departments.
- Supported business growth initiatives by assisting in the identification of new market opportunities for expansion within the credit sector.
- Mentored junior staff members in best practices related to credit analysis, instilling a culture of accuracy and diligence within the team.
- Developed key relationships with clients, providing exceptional service and fostering long-term partnerships.
- Increased customer satisfaction scores by promptly addressing concerns and resolving issues related to credit products.
- Verified application and account details to accurately asses credit and financial risks of potential clients.
- Interviewed credit applicants by telephone or in person to obtain personal and financial data needed to complete credit report.
- Monitored client abilities and account information to determine appropriate credit approval decisions.
- Kept records of customers' charges and payments.
- Referred delinquent accounts to collections department or outside resources.
- Collected data and performed trend and variance analysis to mitigate risk arising from bad debt.
- Motivated and encouraged staff to enhance productivity and meet demanding internal and customer targets.
- Maintained full knowledge of current regulatory environment and made proactive adjustments to meet changing requirements.
Personal Banker
GCB BANK PLC
Accra, Ghana
01.2016 - 12.2017
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Promoted financial products by maintaining excellent service offering knowledge.
- Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
- Boosted sales of bank products through effective cross-selling and up-selling techniques.
- Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
- Enhanced client retention with proactive follow-ups and timely resolution of account issues.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
- Collaborated with branch team members to achieve monthly sales targets and improve overall performance.
- Processed deposits, withdrawals and ACH transfers accurately.
- Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue.
- Monitored customer accounts to detect irregularities or suspicious activity.
- Managed complex credit applications; negotiated terms and conditions which resulted in increased loan approvals for qualified borrowers.
- Streamlined daily operations, ensuring accurate transaction processing and efficient customer service delivery.
- Monitored accuracy of customer information in system.
- Reconciled customer accounts and balanced daily transactions.
- Processed customer payments and account setup charges.
- Tracked and processed customer account requests and applications.
- Keyed customer contact information and payment data into system carefully observing corporate confidentiality procedures.
Customer Service Representative
GCB BANK PLC
Accra, Ghana
01.2015 - 12.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
Teller
GCB Bank PLC
Accra, Ghana
08.2008 - 12.2014
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Improved customer satisfaction by providing efficient and accurate transaction processing.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
- Demonstrated adaptability during peak business hours by multitasking and prioritizing tasks to maintain efficiency and quality of service.
- Educated customers on use of banking website and mobile apps.
- Supported team members in achieving branch goals through collaboration, communication, and shared responsibilities.
- Monitored and reported suspicious activity in line with bank security policies.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Counted, verified and handled bank deposits and armored car transactions.
- Referred customers to other banking departments for specialized services.
Education
Project Management Professional - Project Management
Step Up Business School
North Legon, Accra, GhanaMSC In International Business - International Business Management
University of Ghana Business School
Legon-Accra, Ghana07.2022
B.A Honours In Sociology With Philosophy - Social Sciences
University of Ghana
Legon-Accra, Ghana05.2005
Skills
- Branch Operations Management
- Customer Due Diligence
- Excellent time management skills
- Excellent work ethic
- Attention to Detail
- Coaching and Mentoring
- Relationship building and management
- Verbal/written communication
- Employee Development
- Staff Management
- Cash Handling
- Proficient in MS Office
- Project Management
- Risk Mitigation
- Public Speaking
- Community Relations
- Operational Reports
- Regulatory Compliance
- Risk Analysis
- Know Your Customer
Timeline
Branch Manager
GCB BANK PLC
06.2023 - Current
Branch Operations Manager
GCB BANK PLC
01.2020 - 06.2023
Credit Officer
GCB Bank PLC
01.2019 - 01.2020
Personal Banker
GCB BANK PLC
01.2016 - 12.2017
Customer Service Representative
GCB BANK PLC
01.2015 - 12.2016
Teller
GCB Bank PLC
08.2008 - 12.2014
Project Management Professional - Project Management
Step Up Business School
MSC In International Business - International Business Management
University of Ghana Business School
B.A Honours In Sociology With Philosophy - Social Sciences
University of Ghana