Nana Ama Tawia Ahwoi

Achievements

• Strengthened Zenith Bank’s brand by repositioning it from corporate banking to retail and SME focus. Led the ‘Everyone Can Bank with Us’ campaign, boosting visibility, market reach, and customer loyalty.
• Secured major media coverage for Zenith Bank’s landmark risk-sharing partnership with AGF, boosting MSME financing in Ghana. Enhanced corporate visibility, industry leadership, and set a precedent for other banks.
• Led impactful CSR initiatives, including donating prophylactic shoes to underprivileged children, adopting and renovating schools, equipping ICT & school libraries with computers and computer equipment, providing educational scholarships for brilliant but underprivileged children, and enhancing learning conditions in deprived communities.
• Effectively managed crisis communications, protecting reputation and maintaining public trust through transparent messaging.

Key Responsibilities

• Ensure corporate affairs and digital marketing initiatives align with the Bank’s strategic goals.
• Manage the Bank’s internal and external communication channels
• Advise executives on brand strategy, protecting reputation, and enhancing employee and stakeholder engagement.
• Prepare and manage the departmental budget, streamline cost and increase value for money
• Act as the Bank’s chief media liaison, fostering relationships to ensure positive brand projection.
• Oversee the Bank’s digital marketing strategy.
• Manage all written communications, including marketing materials, website content, and client/community messaging.
• Organise the Bank’s internal and external events from idea generation to execution.
• Manage procurement, distribution, and inventory of corporate souvenirs.

Achievements

• Created the Service Champion concept to improve efficiency and customer experience in Banking Halls. Led a two-year strategy to enhance internal customer service, reducing wait times and fostering a customer-centric culture.
• Led the Bank’s first Internal Peer Review Survey to identify service gaps, driving improvements in customer experience and satisfaction.
• Enhanced the Bank’s complaints management portal for faster issue resolution and customer feedback.
• Expanded feedback channels via SMS and phone surveys, improving responsiveness, customer engagement, and service excellence.

Key Responsibilities

• Develop and implement initiatives that would enable staff imbibe the Bank’s service culture in order to enhance customer experience;
• Initiate and implement programs that would enhance and deepen customers' relationship with the Bank;
• Oversee the attainment of a consistent customer experience across all touchpoints of the Bank.
• Continuously monitor service levels across departments and branches, identifying improvement opportunities while staying informed on industry best practices and competitor activities.
• Oversee service delivery at Third Party Off-site Tellering centres/collections centres.
• Act as the Bank’s Complaints Reporting Officer under the Bank of Ghana Consumer Recourse Mechanism ensuring all complaints are handled in line with the dictates of the consumer recourse mechanism.

Achievements

Launched the ‘Go Lite with Zenith Bank’ campaign to boost digital banking adoption, promoting safer and faster transactions while supporting Ghana’s cash-lite economy initiative

Key Responsibilities

• Supported the Head of Department with managing internal and external communications and overseeing the Bank’s digital platforms.
• Lead the communications and digital brand marketing team to conceptualise and roll-out digital marketing campaigns.
• Managed social media content creation and provided weekly analytics to assess the impact of PR and marketing campaigns.
• Prepare reports on all media publicity, sponsorships and CSR initiatives undertaken by the department and the Bank.
• Managed the writing and editing of all communication and marketing materials for internal and external stakeholders.
• Served as media liaison, fostering a strong, mutually beneficial relationship between the Bank and the media.
• Conceptualise and prepare the department’s annual communications strategy for the internal and external customers.
• Prepare the department’s annual marketing budgets ensuring all activities create value for the Bank at minimal cost.
• Coordinate internal and external events of the Bank
• Ensured conformity of all communication and marketing materials with brand standards.
• Served as Data Protection Officer, conducting privacy impact assessments and preparing monthly reports on processing activities.

Achievements

• Organized landmark events like the annual Zenith Health Walk and Chinese Tea Tasting Event, strengthening brand identity and relations with the Chinese community in Ghana.
• Conceptualised and launched ‘Battle of the Minds,’ the Bank’s first quiz and debate competition, to enhance staff knowledge, promote teamwork, and foster a culture of continuous learning.
• Developed the Zenith Ambassadors program, assigning dedicated staff to enhance customer service in banking halls and foster a strong service culture among employees.

Key Responsibilities

• Trained staff in customer service, enhancing their ability to cross-sell products and gather valuable customer feedback.
• Played a key role in executing customer care strategies that earned the Bank the Best Customer Service Bank awards locally and internationally.
• Assisted departments within the Bank with their communications and service needs.
• Assisted in preparing monthly motivational presentations for the MD/CEO to inspire management executives.
• Drafted and promptly circulated all official Bank communications to stakeholders.
• Coordinated all internal and external events of the Bank including Corporate Social Responsibility (CSR) projects and staff events.

Achievements

• Successfully launched the Bank’s flagship educational scholarship scheme '‘Educate a Street Child Project’ to support brilliant but underprivileged children in the communities where the Bank operates, enabling beneficiaries to pursue their academic dreams without financial constraints.

Key Responsibilities

• Promoted the image of the Bank by coordinating the Bank’s publicity campaigns, branding and service delivery efforts.
• Identified and facilitated the sponsorship of CSR projects that supported customers, strengthened stakeholder relations, and positively impacted communities.
• Managed the Bank’s communication vehicles.
• Executed internal staff events to foster team spirit, promote workplace happiness and brand loyalty.
• Organised the Bank's external events.
• Liaised with media houses for publicity and coverage of the Banks programmes and product launches.
• Procured, disbursed and monitored stock levels of corporate souvenirs.
• Served on the Product Development Committee, aiding in product creation and communication of new offerings.

Achievements

• Co-initiated and implemented the Bank’s ongoing monthly Customer Appreciation Day to enhance service excellence and instill a strong service culture among staff.
• Initiated and implemented the Bank's first mystery shopping exercise to ensure that service level agreements and service standards were consistently maintained.
• Created the "Star Operations Staff Awards" framework, boosting staff performance and service delivery

Key Responsibilities

• Championed service quality programmes to build a service culture among staff.
• Conducted customer sentiment assessments through calls and visits across Ghana to gather feedback on service standards.
• Instituted the concept of the Roving Eye to alleviate queues in all banking halls.
• Monitored and managed customer emails daily, forwarding complaints and enquiries to relevant departments for prompt resolution.
• Developed and organised periodic bankwide customer service training.
• Organised Branch Pre-Commencement meetings to discuss new branch openings and assess readiness of stakeholders.

Achievements

• Developed the Institute’s first targeted marketing strategy for publications, engaging academic leaders to equip libraries, boost revenue, and enhance academic impact.

Key Responsibilities

• Organized stakeholder meetings for the Caucus of Political Parties Chairmen and the Platform of General Secretaries and Policy Analysts.
• Organised workshops for Ghanaian Political Parties that encouraged deliberations on political issues and Ghana's democracy.
• Liaised with the media for extensive coverage of all programmes.
• Coordinated logistics for The Institute's programmes and events.