JOYCE AMOAH AHOVI
P. O. BOX MS 109, NEW ACHIMOTA
Summary
Seasoned operations manager and talented leader with 19 years of experience leveraging exceptional planning and problem-solving abilities to enhance business plans and day-to-day activities. Results-driven and resilient professional adept at developing teams, improving processes, and increasing productivity. Possesses a solid understanding of industry trends, excellent communication skills, and a talent for identifying areas in need of improvement and implementing strategic changes.
Overview
20
20
years of professional experience
Work History
Operations Manager
CalBank Plc
04.2021 - Current
- Provided leadership, expertise, and supervisory control to staff in bank-wide operations by ensuring the efficient running of the bank's branches to provide high quality client service, prudent cash management, efficiency and quality control in cheque clearing and reconciliation functions, international operations, archive operations, among others
- Efficiently organized operational roles across bank branches, optimizing workflow and task distribution
- Assisted the Head of Banking Operations by managing relieving duties and representing them in pertinent meetings
- Ensured the right resource mix (both human and material) for seamless running of the bank's operations
- Held accountability for overseeing operations within Regional Cash Centers, ensuring compliance and accuracy
- Supervised operations staff and kept employees compliant with company policies and procedures
- Maintained friendly and professional customer interactions
- Enforced adherence to the bank's policies, procedures, and processes, addressing issues promptly
- Met deadlines by proactively managing individual and team tasks and streamlining processes
- Trained employees on proper procedures and strategies to improve productivity
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set
- Facilitated communication between branches and Internal Control, managing T24 access for Operations staff
- Conducted visits and collaborated with HR to establish staffing and operations for newly opened branches
- Worked closely with HR to recruit skilled operations staff, aligning the team with organizational needs
- Collaborated with HR on annual staff transfers across branches, considering residential locations for equitable distribution
- Designed comprehensive training programs for Tellers, Back Officers, and Operations Supervisors, fostering continuous professional growth
- Mentored newly appointed Operations Supervisors through diverse tasks over six months, providing HR recommendations
- Led structured training for National Service personnel in operations, including T24 profile recommendations
- Enforced adherence to the bank's policies, procedures, and processes, addressing issues promptly
Assistant Operations Manager
CalBank Plc
05.2020 - 04.2021
- Supervised operations team to support operational excellence and excellent customer service
- Evaluated department conditions and operations to determine strengths and areas for improvement
- Engaged team members and improved performance by delivering daily updates and conducting regular meetings to obtain feedback and convey new policies
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer
- Prepared annual budgets with controls to prevent overages
- Stayed up to date with industry trends and best practices to improve skills and organizational operations
- Developed and maintain operational guidelines for staff
- Communicated with customers to assess satisfaction with products and services received
- Monitored employee productivity and optimized procedures to reduce costs
Branch Manager
CalBank
Independence Avenue Branch
02.2018 - 05.2020
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Achieved Deposit and Account Opening target
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Developed and implemented strategies to maximize customer satisfaction.
- Interacted well with customers to build connections and nurture relationships.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Operations Supervisor
CalBank
Independence Avenue Branch
04.2015 - 01.2018
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Developed and maintained relationships with external vendors and suppliers.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Facilitated smooth collaboration between departments through clear communication channels.
Operations Supervisor
CalBank Plc
Achimota Branch
01.2013 - 03.2015
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Developed and implemented strategies to maximize customer satisfaction.
- Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
Operations Supervisor
CalBank Plc
Weija Branch
04.2013 - 12.2014
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Operations Supervisor
CalBank Plc
Derby Avenue Branch
11.2009 - 04.2013
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of products and services.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
Banking Officer - Back Office
CalBank Plc
Independence Avenue Branch
01.2007 - 11.2009
- Interacted well with customers to build connections and nurture relationships.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Banking Officer - Back Office
CalBank Plc
International Operations Department
10.2005 - 12.2006
- Managed risk exposure by conducting thorough due diligence on clients and transactions.
- Increased efficiency in processing letters of credit by implementing standardized procedures and templates.
- Ensured compliance with regulatory requirements, leading to a reduction in audit findings and penalties.
National Service Person
SG - SSB
12.2004 - 10.2005
- Maintained detailed records of customer interactions, ensuring accurate documentation and compliance with regulations.
- Provided comprehensive client support throughout the collections process by addressing inquiries promptly and offering solutions as needed.
- Utilized strong communication skills to handle difficult conversations with customers, maintaining professionalism and empathy.
Education
Associate Student Member-Level 3 - Banking
The Chartered Institute of Bankers-Ghana
Accra, Ghana Commonwealth Executive Master's Of Business Admini - Finance
Kwame Nkrumah University of Science And Technology
Kumasi06.2008
Industrial Arts
Kwame Nkrumah University of Science And Technology
Kumasi, Ghana 2004
Senior High Certificate - Visual Arts
Accra Girls Secondary School
1998
Basic Education Certificate -
Achimota Primary/Unior Secondary School
1995
Skills
- Thorough Attention to Detail
- Detail-Oriented Approach
- High levels of accuracy
- Policy Compliance
- Motivated
- Initiative
- Diplomacy
- Leadership skills
- Quantitative skills
- Analytical skills
- Knowledge of credit administration policy
- Knowledge of credit administration processes
- Effective communication skills
- Interpersonal skills
- Networking skills
- Negotiation skills
- Report generation skills
- Report writing skills
- Presentation skills
- Ability to influence
- Ability to mentor
- Teamwork
- Microsoft Office Suite
- Swift Application
- Globus/Temenos (T24 Banking Application)
- FlexCube
- AML Software
Proficiency
- Microsoft Office Suite
- Swift Application
- Globus/Temenos (T24 Banking Application)
- FlexCube
- AML Software
Others
- Buckman House Prefect, Accra Girls' Secondary School, 1997-1998
- Vice President, STAAGA, 2002-2003
Hobbies
Reading, Dancing and Listening to Music
Languages
Engligh, Krobo and Twi
Bilingual or Proficient (C2)
Referees
Hon Diana Asonaba Dapaah
Deputy Attorney-General and Minister for Justice
Tel+233 20 946 6793
Email:diana.dapaah@mojagd.gov.gh
Mr. Kwame Amoakohehe
Head, Consumer & Retail Banking Group
CalBank PLC
Tel+233244608609
Email:Kamoakohene@gmail.com
Timeline
Operations Manager
CalBank Plc
04.2021 - Current
Assistant Operations Manager
CalBank Plc
05.2020 - 04.2021
Branch Manager
CalBank
02.2018 - 05.2020
Operations Supervisor
CalBank
04.2015 - 01.2018
Operations Supervisor
CalBank Plc
04.2013 - 12.2014
Operations Supervisor
CalBank Plc
01.2013 - 03.2015
Operations Supervisor
CalBank Plc
11.2009 - 04.2013
Banking Officer - Back Office
CalBank Plc
01.2007 - 11.2009
Banking Officer - Back Office
CalBank Plc
10.2005 - 12.2006
National Service Person
SG - SSB
12.2004 - 10.2005
Associate Student Member-Level 3 - Banking
The Chartered Institute of Bankers-Ghana
Commonwealth Executive Master's Of Business Admini - Finance
Kwame Nkrumah University of Science And Technology
Industrial Arts
Kwame Nkrumah University of Science And Technology
Senior High Certificate - Visual Arts
Accra Girls Secondary School
Basic Education Certificate -
Achimota Primary/Unior Secondary School