Fred Kojo Baah
Kumasi
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
15
15
years of professional experience
Work History
TEAM LEADER, CUSTOMER SERVICE, SUNYANI BRANCH
STANBIC BANK GH
01.2024 - Current
- Lead and supervise the tellers and customer service consultants’ team to provide an efficient service to customers
Assess, understand and manage the risks associated with telling transactions, handing up of cheque books, MasterCard and ATM cards and other functions carried out by subordinates - Maintain a high level of integrity and ethical standards Ensure that all required controls are in place and that teller transactions and handling of cash are performed in accordance with laid-down instructions.
- Ensure that all required preventative measures to thwart the fraudulent cashing of cheques and other instruments as well as the acceptance of fraudulent deposits are rigidly applied.
- Ensure that laid-down instructions are strictly observed about the handing up of cheque books, MasterCard and ATM cards, statements for collection etc., as well as the issuing of balances and provisional statements.
- Ensure compliance with agreed levels of authority for own area, all applicable laws and regulations as well as Group policies and procedures.
- Conduct a needs analysis to identify customer needs effectively when opening new accounts or giving product advice.
- Complete disclosure to the customers in terient work processes and regularly reviewing performance metrics.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Built strong relationships with customers through positive attitude and attentive response.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
TEAM LEADER CUSTOMER SERVICE
ASOKWA BRANCH
11.2016 - 12.2023
- Lead and supervise the tellers and customer service consultants’ team to provide an efficient service to customers
- Assess, understand and manage the risks associated with telling transactions, handing up of cheque books, MasterCard and ATM cards and other functions carried out by subordinates
- Maintain a high level of integrity and ethical standards Ensure that all required controls are in place and that teller transactions and handling of cash are performed in accordance with laid-down instructions
- Ensure that all required preventative measures to thwart the fraudulent cashing of cheques and other instruments as well as the acceptance of fraudulent deposits are rigidly applied
- Ensure that laid-down instructions are strictly observed about the handing up of cheque books, MasterCard and ATM cards, statements for collection etc., as well as the issuing of balances and provisional statements
- Ensure compliance with agreed levels of authority for own area, all applicable laws and regulations as well as Group policies and procedures
- Conduct a needs analysis to identify customer needs effectively when opening new accounts or giving product advice
- Complete disclosure to the customers in terms of accreditation, service fees, and commission.
TEAM LEADER CUSTOMER SERVICE
HARPER ROAD BRANCH
03.2013 - 11.2016
- Lead and supervise the tellers and customer service consultants’ team to provide an efficient service to customers
- Assess, understand and manage the risks associated with telling transactions, handing up of cheque books, MasterCard and ATM cards and other functions carried out by subordinates
- Maintain a high level of integrity and ethical standards Ensure that all required controls are in place and that teller transactions and handling of cash are performed in accordance with laid-down instructions
- Ensure that all required preventative measures to thwart the fraudulent cashing of cheques and other instruments as well as the acceptance of fraudulent deposits are rigidly applied
- Ensure that laid-down instructions are strictly observed about the handing up of cheque books, MasterCard and ATM cards, statements for collection etc., as well as the issuing of balances and provisional statements
- Ensure compliance with agreed levels of authority for own area, all applicable laws and regulations as well as Group policies and procedures
- Conduct a needs analysis to identify customer needs effectively when opening new accounts or giving product advice
- Complete disclosure to the customers in terms of accreditation, service fees, and commission.
POD OPERATOR
STANBIC BANK GH LTD
09.2008 - 02.2013
- Processed outward cheques for clearing on daily basis
- Reconciles relevant Suspense Accounts.
- Ensure accuracy in capturing data, minimizing call over errors.
- Ensure compliance with BOG clearing regulations
- Meet deadlines in clearing processing.
Education
MBA - CORPORATE FINANCE
KWAME NKRUMAH UNIVERCITY OF SCIENCE AND TECHNOLOGY
KUMASI06.2012
Bachelor of Science - CHEMISTRY
UNIVERSITY OF CAPE COAST (UCC)
CAPE COAST05.2007
HNC - DISPENSING TECHNICIAN
KUMASI POLYTECHNIC
KUMASI07.2000
No Degree - SCIENCE
MFANTSIPIM SCHOOL
CAPE COAST12.1996
Skills
- Cash Handling
- People Management skill
- Team Supervision
- Work Planning
- Performance Evaluations
- Overseeing Daily Activities
- Problem-Solving
- Coaching and Mentoring
Accomplishments
- Best Team Leader/HSS Award for the year 2019
- Contribute in raising the profitability of ASOKWA branch from a loss (2017) to Profit (DEC 2023)
- Contributed in raising our Branch Control Report from Satisfactory with Room for improvement to Satisfactory in 2019-2023 at Asokwa Branch.
Dissertation
‘Assessment of service quality Delivery of Multinational Banks-A case study of Stanbic Bank’
Training Courses Attended
- Move Leadership Programme
- Operational Risk Management
- ESP Tool Management
- Duty of care
- Mandate
- Time Management
- Introduction to Bank Marketing
- Stellar Services
- Customer Experience
- Banking fraud and other financial crimes
- Endurance performance Management
References
Available on Request
Timeline
TEAM LEADER, CUSTOMER SERVICE, SUNYANI BRANCH
STANBIC BANK GH
01.2024 - Current
TEAM LEADER CUSTOMER SERVICE
ASOKWA BRANCH
11.2016 - 12.2023
TEAM LEADER CUSTOMER SERVICE
HARPER ROAD BRANCH
03.2013 - 11.2016
POD OPERATOR
STANBIC BANK GH LTD
09.2008 - 02.2013
MBA - CORPORATE FINANCE
KWAME NKRUMAH UNIVERCITY OF SCIENCE AND TECHNOLOGY
Bachelor of Science - CHEMISTRY
UNIVERSITY OF CAPE COAST (UCC)
HNC - DISPENSING TECHNICIAN
KUMASI POLYTECHNIC
No Degree - SCIENCE
MFANTSIPIM SCHOOL
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