Joan Kuma-Abubakari

A dedicated, results-driven, and confident professional with a strong passion for service excellence and a proven ability to lead high-performing teams to achieve business objectives. With 18 years of experience in the banking industry, I have developed expertise across Retail Banking, Customer Experience, Direct Sales, E-Business, and Private Banking. Holding a Bachelor’s degree in Commerce from a multinational institution and a Master’s degree in Business Administration, I bring a unique ability to collaborate effectively with individuals from diverse cultural backgrounds to drive corporate success. I am also a devoted wife and mother of two daughters. Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.

• Successfully led the Retail Experience team since 05/01/23, driving a customer-centric culture across 114+ branches and nearly 50 hospital/teller locations at Consolidated Bank Ghana (CBG).
• Improved CBG’s T-NPS scores from 64% in 04/23 to over 90% in 2024, with CES scores increasing from 48% to over 80%.
• Contributed to CBG’s recognition at the 2023 CIMG-CSI Awards: 1st Runner-up: Net Promoter Score - Business Banking, 2nd Runner-up: Customer Satisfaction - Consumer Banking, 5-Star Service Quality & Customer Satisfaction - Business Banking.
• Recognized as a member of CBG’s Talent Pool for 2022, 2023, and 2024, selected from high-performing employees over six years.
• Awarded the Director for Retail & Business Banking’s Special Award for Branch Teamwork (2020).
• Named Best Branch Manager in 2019, with Airport City Branch adjudged Best CBG Branch.
• Played a key role in positioning uniBank as a leader in customer service, contributing to awards such as Best Bank in Customer Care (2011) and 1st Runner-up (2008) at CIG Banking Awards.
• Led a team to successfully establish the Bank’s E-Business Unit, launching products like uniAlert, uniWeb, DSTV collections, passport form sales, and offsite ATMs.
• Key member of the Kpando Secondary School debating team that won the Volta Regional Independence Day Debate (1999) and represented the region nationally.

• Leadership Strengths Profiling & Coaching (Gallup’s CliftonStrengths, NBC – 2022)
• Credit Risk Management (CIB – 2021)
• Mastering Business Execution (MBX – 2018)
• OMEGA Credit Online Certification (2017)
• International Trade Finance Workshop (2017)
• Practical Leadership & Management (2016)
• Women in Leadership Seminar (2016)
• Managing Affluent Clients (2015)
• Retail and Consumer Lending (2014)
• Leadership & Development Master Class (2011)
• Corporate Performance Evaluation (2010)
• Selling Skills & Customer Centricity (2008)

Title: Mrs.

• Dr. Ammishaddai Adu Owusu-Amoah, Former Commissioner, GRA, (Former MD, Bank of Africa, Ohio Street)
• Dr. Patrick Fiscian, GM, Corporate Support - MODEC, (Former MD, Heritage Bank)
• Mr. Joe B. Tetteh, Fmr. Board Chairman, FNB

Gold Award Winner, Head of State Award by Duke of Edinburgh, 2001

• President, FIRM (Management & Commerce Department Club), Brindavan College, India
• Girls Prefect, Kpando Secondary School, 1999/2000 academic year
• Treasurer, uniBank Staff Welfare Association, 10/2010 to 07/2016
• Member, Kpando Secondary School Old Students Association’s (KOSA) National Coordinating Council (NCC), Since 2019
• Member, Finance Committee of KOSA National, Since 11/2022
• President, Kpando Secondary School Old Students Associations (KOSA) ’99-year group, 2017 – 09/2019