Peter Kojo Fordjor

• Fully responsible for shaping and executing the short and medium term strategy for the Retail group which consist of five businesses (Personal Banking, Business banking, Platinum banking, Digital and Inclusive banking and Women’s banking)
• Fully responsible for creating a commercially viable Customer Value Proposition for all five businesses within the Retail group towards realizing our short and medium term objectives
• Responsible for the balance sheet and profitability growth for the Retail group
• Responsible for executing a channels optimization programme which is geared towards finding the optimum balance between physical and digital channels
• Responsible for the customer acquisition strategy and customer engagement strategy for the Retail group
• Responsible for creating the right sales and performance culture across the group towards meeting our short and medium term objectives
• Fully responsible for the training, productivity, and general wellbeing of all colleagues within the Retail group
• Represent the Group in all discussion with donor partners, fintech partners etc as well as all other commercial partnerships to drive value for the bank
• Serve a member of key committees such as Senior Management Committee, ALCO etc
• Responsible for providing updates to the Board with respect to the progress made by the Group relative to set objectives as well updates to Board subcommittee on risk etc
• Responsible for embedding the right service standards across all channels within the group to ensure the customer is satisfied and they receive value for money
• Responsible for ensuring the right level of control rigour across all channels and functions within the Group measured by acceptable audit outcomes and general risk remaining within acceptable levels always.

• Own and drive the bank’s agency banking strategy which consisted of 3000 agents with a growth ambition of 20k agents in the medium to long term, working with our partner donor agencies and ensuring a seamless alignment with the Bank’s inclusive banking agenda
• Originate and drive Retail's direct sales acquisition strategy.This was built from zero to a business that contributes 60% of Retails assets growth month on month and 50% of Retail’s NTB acquisition month on month
• Creating a customer engagement framework, tailored to meet specific customer needs within the three distinct customer segments in Retail
• Create and drive a branch wide sales culture in support of Retail’s ambition to become top Retail bank in Ghana
• Own and drive the branch Network’s digital migration agenda to optimize the cost to serve opportunities available across the various channels
• Own branch profitability by creating localized strategies to turn around all non-profit making branches within the estate
• Own and grow current balance sheet of (circa $612 m in deposit) and (circa $101m in assets) to agreed positions by end of year
• Own and drive the right performance culture across the branch network in support of our ambition
• Create a clear focus on non-funded income activity drivers across the branch network, with a clear strategy around cards, remittance, digital, NTB, Bancassurance etc
• Author, solicit buy-in and execute a future proof branch network optimization strategy which is built around customer convenience, reach optimization and reduction in cost to serve
• Ensure regulatory compliance with respect to product, branch roll out and regulatory guidelines
• Ensure the right levels of customer service, control rigour and governance are observed across all touch points and all breaches are remediated within agreed timelines
• Support the growth and performance articulation of the three main segments within Retail across the network i.e Inclusive, Personal and Commercial banking.
• Provide quarterly updates to the Board on progress made with respect to KPO and KPI commitments for the year.

• Fully responsible for the daily administration of the 75 strong branch network of the bank
• This responsibility includes over 800 staff working within the network and the over GHS 3.551bn in daily circulation across the network
• Responsible for creating and executing a future proof branch optimization programme which seeks to optimize our presence in time, in line with customer needs, changing trends and cost optimization
• All this with the ultimate aim of maintaining and growing market share and remaining the bank of choice for all stakeholders
• Responsible for driving network productivity and customer satisfaction
• Owns and executes the banks digital migration agenda
• Creating a shared branch network facility which is agile and supports the varied needs of customers from the various segments and businesses of the bank
• Owns and executes an ATM optimization programme which fits in into the wider channel strategy of the bank
• Support the growth of an agency banking business which is by far the biggest in Ghana
• Manage talent within the network to ensure sustainable productivity and build a healthy career prospect for them.

• Fully responsible for coordinating and executing all actions towards delivering a fully-fledged Retail branch banking revolution through the Barclays Africa Sunrise programme
• Key on this agenda are the Model branch, Remote account opening, paperless and service guarantees
• Fully responsible for the day-to-day administration of the second largest Retail banking business in Ghana
• Drawing an operating strategy for all segments within Retail for the performance year
• Agreeing challenging performance objectives with the Retail Director for the performance year and developing an objective, transparent and workable measurement framework for colleagues of all grades within Retail.
• Own and drive achievement of agreed objectives month on month throughout the year.
• Creating a sense of urgency and excitement around the vision and values and ensuring that colleague actions, processes and practices are aligned.
• Setting the tone for the year and cascading the strategic direction of the business and key business objectives through colleague conferences for all the Retail colleague constituencies (BM, BOM, SM, Custodians, Tellers, BPOs etc)
• Driving the right performance culture across the business on a daily basis towards achieving our STP.
• Embedding the banking hall executive role as a fundamental service impactor across the branch network.
• Driving a clear service revolution across all manned customer service touch points.
• Implementing a people strategy which is geared towards developing and empowering team members, challenging and motivating colleagues, engaging talent towards increased productivity and retention and rewarding the right behaviours.
• Delivering digital excellence by driving usage of our existing platforms and pushing for further enhancement to create more convenience for customers.
• Supporting all Regional Office driven initiatives towards business enhancement and growth.
• Running the business within the allocated cost budget.
• Developing the right culture to effectively manage underperformance.
• Cultivating a healthy harmony between Retail and all other support function towards optimizing value to the business.
• Execute an ATM strategy which is aimed at optimizing our network footprint to drive value and convenience
• Running the business in control which is measured by ORCR reporting, BIA reviews and assurance, BOG reviews and audit, and checks by Ernst and young etc
• Champion value adding collaborations with other functions towards collective growth
• Ultimately place the Network in the right space to support our top 3 by revenue agenda.
• Ultimately responsible for the productivity of over 650 colleagues, 73 outlets which includes 10 prestige centres and 164 ATMs.

• Fully responsible for the second largest cluster in Ghana in terms of value (Revenue and Balance sheet) contribution to the Retail business
• Fully responsible for the entire Barclays business in the Ashanti region, the second largest business region in Ghana.This consisted of 8 branches, 2 prestige centres and 5 agencies with staff strength of 183.
• Responsible for ensuring the right service, sales and control rigour standards are adhered to at all times across the cluster.
• Beyond my responsibility as an Area manager I made significant contribution towards the growth of the Retail business in the following ways: Impacting the very core of the Retail strategy for 2012 by developing the product puzzle, a customer on-boarding framework which is currently in use, an attrition management model, and a branch manager performance measurement index
• I led a team in developing the framework and execution of a central processing account opening unit which is the basis for our account opening revolution.
• Moving Barclays from a best-case account opening experience of 72hours to a best case experience of 3 hours
• As values leader I trained over 200 colleagues on the transformational Barclays values agenda
• As an Area manager I was the country lead for the Barclays Africa transform (Sunrise) journey (A Centre driven business optimization initiative)
• I also designed a work-life balance model for our Prestige Centre colleagues.

• Fully responsible for eleven outlets including the largest and most profitable branch in Barclays Bank Ghana
• A cluster with staff strength of about 150 across three regions of Ghana
• Accountable executive responsible for the biggest cash collection centre in Barclays bank Ghana,which handles circa GHS 3.5m daily
• Fully responsible for executing the service agenda for the year, cluster STP and running the cluster in control
• Fully responsible for driving the right performance culture among colleagues towards optimizing productivity
• Moving a cluster ranked number three across all products to number one by end of the year
• The cluster became the most valuable cluster to Retail by end of the year
• Groomed and coached three colleagues for promotion one of whom is a branch manager
• Moved our biggest branch from being the fourth most profitable branch to the number one position within a record one year.

• Oversight responsibility for about 850 colleagues within retail across 75 branches
• Responsible for driving sales across all products, key of which is delivering a GHS 25 m value in assets monthly.
• Accountable executive for risk, service and profitability across the network
• The key deliverables within my acting period are as follows:
• Colleague insight initiative across the network (Service Initiative)
• Variable Compensation Plan for the 2013 performance year
• One pager template for static data amendment
• Strategic plan for 2013 Barclays Ghana external audit preparation
• Represented Retail in all High level executive meetings like ALCO,CMC,SQC etc.

• Full responsibility for nine branches across three regions in Ghana with a total staff strength of about 123
• Owner and driver of the strategic direction of the cluster
• Fully responsible for cluster targets across all products, key of which is the GHS 35m assets target
• Acting as the main change driver in the cluster and hence responsible for complete adherence to all change initiatives within the year
• Creating an atmosphere that ensures discipline and trust but still maintaining the flexibility that encourages innovation and tolerates genuine mistakes across the cluster
• Ensuring that the requisite service standards are observed at all times across the cluster
• Ensuring that consequence management exists to address both the right and wrong behaviours
• Fully responsible for maintaining the right standards of rigour and controls across the cluster to minimize/eliminate all operational losses (this involves taking the responsibility as audit lead for any audits held within the year)
• Responsible for talent hunt and management across the cluster to enhance productivity and ensure career progression and talent retention
• Custodian of individual performance management and ensuring that underperformance is well managed to enhance productivity
• Owner of cluster P&L
• Moving a cluster which was ranked last across all products to the number one cluster in terms of growth by end of the year
• Grooming and coaching four colleagues to be promoted with one of them as a branch manager within a year
• Significantly moved the service standards across the cluster as per mystery shopping results.

• Building and developing a high performing team through embedding performance development, coaching and ensuring that team members receive timely performance feedback.
• Discussing and finalizing Performance Development Plans for each team member and taking each member through a formal quarterly performance review and feedback sessions and subsequently awarding requisite ratings based on team members performance for the period
• Managing and strategizing towards growing a branch liability base of GHS 24,000,000.00
• Managing and ensuring the consistent growth of a customer base of over 35,000 customers
• Active participation in the interviewing and hiring process of team leaders and branch staff based on short-lists of candidates compiled by HR and the Senior Resource Coordinator
• Directly responsible for all Discipline and Grievance issues emanating from the branch and initiating misconduct or incapacity charges, following Barclays discipline and grievance process together with HR
• Agreeing targets and taking sole ownership of overall achievement of performance objectives for the branch in terms of employee satisfaction, customer experience, sales growth, income contribution, balance sheet management, cost performance and risk and rigour management
• Providing a clear direction to branch staff on the Barclays Retail business objectives, translating and prioritizing into business performance measures at the branch level
• Ensuring strict compliance to all internal and external operational risk and rigour issues at the branch level
• As the service coach of the branch am responsible for complaints management, queue management, driving the implementation of service initiatives and instilling a world class customer service culture in all team members
• Achieved the second largest growth in liability in Barclays Ghana in the year 2009 across our branch network,with a total growth of GHs 4,000,000.00 in deposits.
• Was ranked as the overall Best service Branch manager for the year 2009.

• Effectively managing and developing a team of 11 colleagues who were new to banking at the time
• Creating and communicating a clear consistent strategy towards the development of the branch
• Championing the strategic advancement of the branch
• Ensuring 100% adherence to all branch controls
• Managing a daily cash limit of GH¢ 100,000.00
• Creating in all team members a culture of world class customer service
• Attracting new business
• Day to day branch administration
• Performance development through quarterly performance reviews and creating performance development plans
• Being fully responsible for the branch’s assets and liability targets
• Taking ownership for the branch’s responsibility towards the community within which we operated (Annual Make a difference day activities)
• Increased branch liability stock from GH¢ 50,000.00 to GH¢ 2,000,000.00 within 10 months (I received commendations from the Head of Consumer Banking and the Retail Director for this performance)
• Increased branch customer base from 200 customers to 15,000 customers within 10 months
• Attaining the status of fastest growing branch within the Accra-Tema cluster (Breaking even in a record 6months)
• Attaining the status of one of the fastest growing branches within Barclay Bank Ghana in 2008, competing with over 90 other branches at the time
• Developing a team of new-to-bank employees into high performing colleagues, measured by feedback from head office, superiors and their performance output.
• Also recording one of the fastest break even performance attained by any branch in the history of the bank (This was within 6moths)
• Youngest person to ever attain the position of branch manager in Barclays bank Ghana.
• Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
• Generated financial and operational reports to assist management with business strategy.
• Forecasted trends and recommended improvements based on financial risk analyses.
• Coordinated marketing campaigns tailored towards target audience segments resulting in increased brand awareness within the local community.
• Implemented service improvements to enhance sales cycle.

• Owned the very crucial responsibility of managing the asset and liability growth and targets of ten branches spread across the Accra-Tema cluster
• Coaching, monitoring and directing the affairs of ten branch managers towards being complaint with respect to operational risk management and rigour/control requirements in preparation for our annual country-wide audit.
• Rallying all ten branch managers towards attaining one strategic goal for the cluster to meet and exceed all objectives before year end.
• Solely responsible for answering to all queries, management concerns and MI needs of Head office on behalf of the cluster
• Driving and maintaining high level customer service standards across all ten branches under my jurisdiction
• Responsible for all Discipline and Grievance issues involving any staff within my cluster (staff within the cluster numbered over 100) and all other human resources issues within the cluster
• Responsible for solving or escalating for resolution, all issues hindering growth, effective management or the advancement of the ten branches under my care.

• Barclays Africa Leadership Programme (BALP)-providing dynamic and well motivated young leaders for the Barclays Africa business.

▪ Managing all Retail assets and liability products and income lines

▪ Ensuring all Retail income streams are properly set up to remove income leakages

▪ Building all new product business cases and credit policies and ensuring compliance to new product approval processes

▪ Coordinate and manage all retail product and services pricing documents

▪ Fully responsible for Retail assets and liability targets for the year.

▪ Fully responsible for Retail income targets.

▪ Support sales and marketing campaigns from a product perspective

-Ensure a thorough understanding of campaign objective

-Providing all product training needed prior to campaign

-Supplying all needed product documentation prior to campaign

▪ Creating all systems specifications and setting up of all new products on the system

▪ Manage and coordinate all product communications to the entire bank and customers

▪ Ensuring products compliance to all Central bank’s financial regulations

▪ Positioning Retail products to reflect the strategic focus of the business

▪ Managing stakeholders such as IT, marketing and operations to ensure a successful end-to-end processing of all new and upgraded Retail products

▪ Representing Retail at all monthly Asset Liability Committee (ALCO) meetings, of which the Managing director is the chair.

▪ Carrying out a strategic impact assessment of all Retail price/interest rate changes on the business and providing information to inform a business decision.

▪ Providing product training and accreditation to all newly recruited Barclays staff (Numbering over 100)

▪ Arranging and coordinating operational risk assessment for all newly introduced products.

▪ Arranging and coordinating Retail Pricing Committee meetings, of which the Head of Retail Banking is the Chair.

▪ Ensuring that insurance premiums are duly calculated and paid to our third party insurers to cover Barclays first account that automatically comes with a life insurance cover.

• Analyzed and monitored portfolio credit performance against expectations and recommended improvement strategies.
• Reviewed and verified income, credit reports and employment histories for each borrower.
• Devised collection recovery strategies to resolve customer issues and delinquent cases.
• Recognized potential problem loans early, facilitating prompt corrective actions that mitigated losses for the organization.
• Recommended approval or disapproval of commercial, real estate or credit loans.
• Conducted financial review of customer lines of credit by assessing company financials and initiating credit application reviews.
• Streamlined the loan approval process through effective communication between underwriters, sales teams, and clients.
• Enhanced portfolio performance with diligent monitoring and proactive risk mitigation measures.
• Monitored credit accounts routinely to identify and mitigate issues and prevent losses.
• Reviewed credit reports to comprehensively view borrowers' credit history and identify potential red flags.
• Prepared detailed reports on portfolio performance, highlighting areas of concern and suggesting possible solutions for improvement.
• Reduced credit risk by implementing comprehensive risk assessment strategies.

• Voucher processing
• Local cheque Clearing
• Cash management
• International Trade and Payments
• Performance analysis,measurement,control and monitoring
• Bank operations controls

• Corporate customer Relationship Management.
• Financial analysis, credit application and processing
• Corporate Banking controls
• Corporate financial management
• Corporate sales and customer recruitment
• End to end processing of corporate products

(Overdrafts, letters of credit, short/long term loans, guarantees etc)

• Enhanced internal processes for greater efficiency in managing client relationships, streamlining operations and improving overall performance metrics.
• Assisted customers with completing loan applications and other paperwork.
• Monitored pipelines to track and log status of loans.

• Foreign Exchange outlet management
• People management
• Cash management
• Branch profitability management
• Currency pricing and market forecasting
• Customer service
• Maintenance and management of all branch books.

• Liaison between Company and Customers
• Attracting new business as the business development officer
• Instil company best practice across functions.

• Reconciling company accounts
• Remuneration of company staff
• Annual budget preparation
• Strategic investment on behalf of company.