Summary
Overview
Work History
Education
Skills
Strengthsandabilities
Self enrolled online courses
Hobbies and Interests
References
Timeline
Generic

Francis Tettey Agbernor

Accra

Summary

I am a dynamic and result oriented person with over 10 years’ experience in Bank Branch Banking. Innovative and dedicated to delivering high quality work. Detail-oriented with a desire for identifying opportunities for process improvement, providing excellent and consistent customer service experience and providing productive administrative support across all segments. People-oriented team leader successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying needs to develop and deliver creative solutions.

Overview

14
14
years of professional experience

Work History

Team Leader, Customer Service

Stanbic Bank Ghana Ltd
Accra
10.2016 - Current
  • Ensures that all routine controls relative to the service area are applied effectively to ensure that risks are minimised
  • Ensures compliance with agreed levels of authority and levels of access to systems and info, all applicable laws and regulations and Group policies and procedures
  • Monitors and controls risks and recommends revision of controls where appropriate
  • Maintains a culture within the service team that emphasises and demonstrates the importance of internal controls to all staff
  • Ensures that all preventative measures are utilised to avoid fraudulent transactions
  • Reports losses for the relevant customer service area and according to laid-down procedures in GRG (Group Reference Guide)
  • Collates information pertaining to claims by customers and losses incurred and forwards to relevant departments
  • Ensures that irregularities identified by Risk Assurance and Internal Audit have been attended to according to laid-down procedures in GRG
  • Identifying major risks affecting the support function and monitors internal controls to ensure their adequacy and effectiveness
  • Ensures that direct reports provide customers with exceptional service
  • Ensures that there are sufficient number of staffs in place to meet the fluctuating demands of customers
  • Ensures workload fit target is achieved
  • Ensures that all required controls are in place and that all frontline transactions within the service area are handled and performed in accordance with laid-down instructions as stipulate in GRG
  • Manages the comments and complaints register
  • Ensures that all branch staff render excellent customer service
  • Ensures a robust control environment
  • Ensures that TAT for customers is at its possible best
  • Ensures that direct reports grow their knowledge base with continuous learning
  • Ensures that sales targets and budgets are exceeded.

Data Cleanup Project Team Lead

Stanbic Bank Ghana Ltd
Accra
06.2022 - 06.2023
  • Verify outdated data and make any necessary changes to records of the bank.
  • Supervise update of customer information as per the Bank's KYC requirement.
  • Search for and investigate information contained in the Bank's customer database.
  • Provide data entry support across departments on an ad-hoc basis.
  • Supervise effective and efficient capturing of customer data with speed and accuracy.
  • Review customer data captured by data capturers for errors and ensure that necessary corrections are done within a specified time frame.
  • Managed project planning, scheduling and tracking activities to ensure successful completion of projects.
  • Coordinated with stakeholders to define project scope, objectives and success criteria.
  • Developed detailed project plans including milestones, tasks, dependencies and resource allocations.
  • Monitored progress against plan and took corrective actions as required to stay on track.
  • Identified risks associated with the project and developed mitigation plans accordingly.
  • Facilitated team meetings, distributed minutes of meetings and tracked action items.
  • Provided guidance to team members in resolving technical or operational issues related to projects.
  • Ensured compliance with quality standards throughout the entire life cycle of the projects.
  • Conducted regular performance appraisals for team members and provided feedback on their performance.
  • Prepared comprehensive reports for senior management on project status, timeline and budgeting information.

ATM & Asset Custodian

Stanbic Bank Ghana Ltd
Accra
06.2015 - 09.2016
  • Effectively manage operational risk losses and UP Time of the branch ATM
  • Ensuring that tellers adhere to laid-down instructions for the handling and movement of treasury cash to and from tellers
  • Ensures that record keeping is carried out according to laid-down procedures for treasury cash, blank forms and safe custody items
  • Supervises teller’s productivity, service standards, quality and accuracy of work
  • Ensures that laid-down procedures as per GRG with regards to teller’s differences are adhered to
  • Assist Team leader in ensuring that Duty of Care procedures are being complied to.

Acting Head Teller/ Teller

Stanbic Bank Ghana Ltd
Accra
02.2013 - 05.2015
  • Supervising teller transactions and training New Tellers
  • Ensuring that instruments processed are technically correct according to laid-down instructions to prevent exposing the bank to reputational and operational risk
  • Receiving and processing cash and cheque transactions with speed and accuracy
  • Undertaking foreign exchange transactions effectively and ensuring that all revenues received from these transactions are maximized
  • Ensuring that manual charges are religiously applied to off-us express Clearing transactions and maximizing revenue for the bank through the processing Bill payment such as E
  • C
  • G DSTV, GRA, Petra, mobile money, and remittance transactions.

ATM Custodian

Stanbic Bank Ghana Ltd
Accra
09.2011 - 02.2013
  • Arranging for Cash for the ATM and balancing them on daily basis
  • Undertaking continuous check of ATM skimming devices
  • Managing the ATM and making sure that the ATMs work effectively
  • Assisting in other duties that will enhance the Branch performance and customer experience.

National Service Person

National Board for Small Scale Industries
Accra
10.2010 - 08.2011
  • Receiving and processing cash payment transactions
  • Recording of cash transactions in the books of accounts
  • Undertaking banking transactions of the secretariat at BOG
  • Assist in organising SMEs training and development Programmes
  • Assist in Enterprise Site Inspections of SME client
  • Effective Documentation (Archival; bookkeeping & retrieval)
  • Assist in General administrative duties.

Education

University of Cape Coast

Yilo Krobo Sec. Comm. School

Skills

  • Mentoring
  • Cash Handling
  • Shift Scheduling
  • Team Supervision
  • Work Planning
  • Teamwork and Collaboration
  • Leadership
  • Attention to Detail
  • People Management
  • Client Service
  • Coaching
  • Documentation And Reporting

Strengthsandabilities

  • Good Interpersonal relationship and communication skills
  • Proven ability to work under pressure with little or no supervision.
  • Focused and willingness to learn.
  • Ability to work effectively and contribute to a team environment.
  • Extensive experience with Ms. Word, Ms. Excel, PowerPoint, Datastore DSX proficiency.
  • Responsible, Teamwork, Dedicated, Analytical, Adaptable and Results Driven mindset.

Self enrolled online courses

  • Leadership: Practical Skills, 07/23
  • Running a Profitable Business: Understanding Cash Flow, 06/23
  • Customer Service: Serving Internal Customers, 04/23
  • Advancing a DIBs Strategy in Your Organization, 02/23
  • The Three Pillars of Effective Communication, 01/23
  • Data Fluency: Exploring and Describing Data, 12/22
  • Data Analytics: Dashboards vs. Data Stories, 12/22
  • Cultivating a Growth Mindset, 12/22
  • Customer Service: Creating Customer Value, 11/22
  • Digital Transformation Foundations, 10/22
  • Inclusion in a Global Enterprise, 09/22
  • Data and Analytics Literacy Fundamentals (Stanbic Dimensions Learning), 02/20
  • MOVE Leadership Program (Stanbic Sponsored Program), 05/17 - 12/17
  • Financial Statement Analysis (Stanbic Network Next), 06/17

Hobbies and Interests

  • Reading Business and Motivational Books
  • Field track athletics
  • Watching Football

References

  • Rev. Malike Nyamador, Manager, Risk Management and Control, Stanbic Bank Ghana Ltd, Airport City, Accra, Greater Accra, 233244736296, NyamadorM@stanbic.com.gh
  • Alhaji Nabil Hussayn, Head, Employee Value Banking, Stanbic Bank Ghana, Airport City, Accra, Greater Accra, 233244333147, HussaynA@stanbic.com.gh
  • Miss Sarah Adjele Kuma, Senior Manager, Branch Network- Ring Road, Stanbic Bank Ghana Ltd, Ring Road, Accra, Greater Accra, 233244331487, KumaS@stanbic.com.gh

Timeline

Data Cleanup Project Team Lead

Stanbic Bank Ghana Ltd
06.2022 - 06.2023

Team Leader, Customer Service

Stanbic Bank Ghana Ltd
10.2016 - Current

ATM & Asset Custodian

Stanbic Bank Ghana Ltd
06.2015 - 09.2016

Acting Head Teller/ Teller

Stanbic Bank Ghana Ltd
02.2013 - 05.2015

ATM Custodian

Stanbic Bank Ghana Ltd
09.2011 - 02.2013

National Service Person

National Board for Small Scale Industries
10.2010 - 08.2011

University of Cape Coast

Yilo Krobo Sec. Comm. School

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Francis Tettey Agbernor