Microsoft Excel
Reindorf Obiri Anaafi
Operations Manager II
GCB Bank PLC,Akim Oda
Summary
Reliable Operations Manager and talented leader with 11 years of experience seeking to transition to Business Analyst at GCB Bank PLC. Can improve business processes by evaluating, reviewing and
analyzing data. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry policy and procedures, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with a strategic approach. I am looking to use my master's in Management of Information Systems and the knowledge acquired over the years to help the department and the bank as a whole achieve its goals.
Overview
13
13
years of professional experience
21
21
years of post-secondary education
Work History
OPERATIONS MANAGER II
GCB Bank PLC
Akim Oda
08.2019 - Current
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Plan, direct, monitor, and control staff operations at the Branch to ensure efficient delivery of customer service
- Monitor and improve branch operating efficiency and costs
- Ensure Branch controls are in place and are working effectively to safeguard the assets of the Branch
- Handle all serious customer complaints escalated by either the Operations Officer or the Vault custodians and refer to the Branch Manager if need be
- Verify and authorize transactions within approved limits to avert operational risks
- Channel issues escalated by Branch Support staff to S & IT Division and Business Operations & Support Unit and liaise with them to resolve all system and network malfunctioning at the branch to enhance service delivery
- Monitor and supervise the Operations Officer to ensure adherence to the Bank's calling over policy
- Liaise with the Operations Officer and the Vaults Custodian to ensure the verification and reconciliation of ATM and cash balances with the General Ledger and ensure suspense accounts have zero balance in compliance with the Bank's GL control policy
- Responsible for providing adequate security at the Branch, managing stationery, and aversion to operational risks at the branch
- Manage employee performance, coach, and motivate staff to achieve business results
- Assist the Medium Branch Manager in the credit delivery process by vetting completed loan application forms, ensuring correct inputs of customer information, and identifying and contacting defaulters to obtain full loan recovery
- Collaborate with Vault custodian to ensure the adequacy of cash within approved limits to meet daily transactions
- Perform any other duties within the scope and intent of the job as may be required from time to time
- Supervised 7 employees on branch operations, overseeing data capturing and profiling efficiency.
OPERATIONS MANAGER III
GCB Bank PLC
Suhum
01.2017 - 07.2019
- Plan, direct, monitor, and control operations of staff at the Branch to ensure efficient delivery of customer service
- Monitor and improve branch operating efficiency and costs
- Ensure Branch controls are in place and are working effectively to safeguard the assets of the Branch
- Handle all serious customer complaints escalated by either the Operations Officer or the Vault custodians and refer to the Branch Manager if need be
- Verify and authorize transactions within approved limits to avert operational risks
- Channel issues escalated by Branch Support staff to S & IT Division and Business Operations & Support Unit and liaise with them to resolve all system and network malfunctioning at the branch to enhance service delivery
- Monitor and supervise the Operations Officer to ensure adherence to the Bank's calling over policy
- Liaise with the Operations Officer and the Vaults Custodian to ensure the verification and reconciliation of ATM and cash balances with the General Ledger and ensure suspense accounts have zero balance in compliance with the Bank's GL control policy
- Responsible for provision of adequate security at the Branch, management of stationery, and aversion of operational risks at the branch
- Manage employee performance, coach, and motivate staff to achieve business results
- Assist the Small Branch Manager in the credit delivery process by vetting completed loan application forms, ensuring correct inputs of customer information, and identifying and contacting defaulters to obtain full loan recovery
- Collaborate with Vault custodian to ensure the adequacy of cash within approved limits to meet daily transactions
- Perform any other duties within the scope and intent of the job as may be required from time to time
ATM CUSTODIAN
GCB Bank PLC
Koforidua
01.2016 - 05.2017
- Identified issues, analyzed information, and provided solutions to ATM problems
- Daily reconciliation and balancing of ATM GL to ensure the branch is within +/- GHs 5000.00 as directed by management
- Monitoring ATM GL to ascertain any abnormalities and the necessary actions taken to resolve the issue
- Monitoring and loading cash into ATM
- Trained customer employees and managers on machine use and maintenance
- Efficiently troubleshot and repaired ATM equipment to cut company costs and maximize productivity
- Completed minor preventative maintenance and mechanical repairs on ATM
- Demonstrated respect, friendliness, and willingness to help wherever needed
- Provide sales and support to customers in connection to the banks' e- products
PERSONAL BANKER/SYSTEM ADMINISTRATOR
GCB Bank PLC
Mpraeso
02.2015 - 04.2016
- Daily monitoring of GLs to identify any anomalies and effect correction appropriately
- Prepare monthly GLs reconciliation and escalation reports
- Preparing monthly branch returns and reports
- Reviewing and responding to audit queries from regional and head office
- Ensuring effective housekeeping
- Resolved issues and escalated problems with knowledgeable support and quality service
- Maximized revenue through improved sales techniques and branch productivity
- Assisted customers with setting up or closing accounts, completing applications, and signing up for new services
- Opening of new accounts and updating customer information
- Ensuring the right customer data are captured, stored, and retrieve timely
LOAN OFFICER
GCB Bank PLC
Mpraeso
01.2014 - 02.2015
- Originated, reviewed, processed, closed, and administered customer loan proposals
- Analyse risk potential and make a sound lending judgement on personal loan
- Developed prospects for new loans by conducting new and existing customers
- Reviewed and edited loan agreements to promote efficiency and accuracy
- Created strategies to develop and expand existing customer sales, resulting increase in annual sales
- Maintained friendly and professional customer interactions
- Created reports on deteriorating trends and fiscal year-end losses
- Interviewing loan applicants to ascertain their creditworthiness and help in proper completion of application forms
- Assisting customers in determining financial needs and recommending appropriate credit advice
- Monitoring and reviewing loan reports to take appropriate steps to keep the branch defaulting rate in acceptable position
ATM CUSTODIAN/CUSTOMER SERVICE REPRESENTATIVE
GCB Bank PLC
Mpraeso
03.2012 - 02.2013
- Daily reconciliation and balancing of ATM GL to ensure branch is within +/- GHs 5000.00 as directed by management
- Monitoring ATM GL to ascertain any abnormalities and necessary actions taken to resolve the issue
- Monitoring and loading cash into ATM
- Trained customer employees and managers on machine use and maintenance
- Efficiently troubleshot and repaired ATM equipment to cut company costs and maximize productivity
- Completed minor preventative maintenance and mechanical repairs on ATM
- Demonstrated respect, friendliness, and willingness to help wherever needed
- Provide sales and support to customers in connection to the banks' e- products
BRANCH TELLER/CHIEF CASHIER
GCB Bank PLC
Mpraeso
01.2010 - 09.2012
- Performed customer transactions for money orders, deposits, and withdrawals
- Stocked cash for personal teller station
- Processed customer transactions promptly, minimizing waiting time
- Monitoring and checking the branch cash position to ensure the branch cash limit is not exceeded
- Maintained friendly and professional customer interactions.
Education
MBA - Management Information Systems
University of Ghana
Legon 08.2004 - 05.2015
Bachelor Of Arts - Information Studies With Philosophy
University of Ghana
Legon 08.2007 - 06.2008
Diploma - Financial Management
Institute of Commercial Management
Bournemouth, England 01.2001 - 11.2007
SSCE - Business Studies
St. Augustines College
Cape Coast 01.2001 - 07.2003
Skills
Analytical Skills
Software
Microsoft Visio
Drawio
Power BI
Microsoft Project
SPSS
Microsoft Forms
Accomplishments
- Collaborated with the project team in the user testing of CRM, Instant card issuing, Front & back office automation
- Spearheaded the Koforidua zonal train the trainer team in training all staff under the zone on G-Money, Instant Card Issuance,Newgen platform, Kastle, Front & back office automation, MoMo platform
- Part of the team responsible for evaluating & reviewing and re-engineering of the payment of fees via payment orders which brought birth to the flagship Feepay platform.
- Collaborates with branches and business departments and units in solving technical and business challenges to ensure continuous service delivery.
- Review and resolved late closing of Akim Oda which led to the branch reducing it closing time averagely from 10.00pm to 7.30pm
- Document and conduct surveys and analysis on customer satisfaction at the branch level to guide the branch in service delivery improvements.
- Analysed and identified some challenge with product rollout and suggested solution to improve the process flow. Eg Kastle loan platform
- Reduced Branch Adverse report and Audit ratings through effective house keeping, supervision and adherence to policy and procedures.
- Used Microsoft Excel to analyse and identified gaps in performance
Professional Membership & Affiliations
- International Institute of Business Analysis-IIBA
Student Member
Career Development Training Programs & Courses
- Certification in Business Data Analyst Training - Centre for Business Analysis, Expected Certification in 2022-12
- Microsoft Excel - Excel from Beginner to Advanced - Udemy.com
- Microsoft Excel - Data Analysis with Excel Pivot- Udemy.com
- BPMN Process Analysis using Microsoft Visio Professional - Udemy.com
- GCB Project Train the Trainer - Instant Card Issuance
- GCB Project Train the Trainer - Kastle Loan
- GCB Project Train the Trainer - TSMS
- GCB Project Train the Trainer - G Money and POS
- GCB Project Train the Trainer - ACH/Clearing
- GCB Project Train the Trainer - Bulk Payment
- GCB Project Train the Trainer - MoMo platforms (MTN, Vodafone and AirtelTigo)
- GCB Project UAT - Front Office and back office automation
- GCB Project UAT - Customer Relationship Management (CRM)
Hobbies
- Researching online
- Going cycling
- Listening to music
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I find that the harder I work, the more luck I seem to have.
Thomas Jefferson
Timeline
OPERATIONS MANAGER II
GCB Bank PLC
08.2019 - Current
OPERATIONS MANAGER III
GCB Bank PLC
01.2017 - 07.2019
ATM CUSTODIAN
GCB Bank PLC
01.2016 - 05.2017
PERSONAL BANKER/SYSTEM ADMINISTRATOR
GCB Bank PLC
02.2015 - 04.2016
LOAN OFFICER
GCB Bank PLC
01.2014 - 02.2015
ATM CUSTODIAN/CUSTOMER SERVICE REPRESENTATIVE
GCB Bank PLC
03.2012 - 02.2013
BRANCH TELLER/CHIEF CASHIER
GCB Bank PLC
01.2010 - 09.2012
Bachelor Of Arts - Information Studies With Philosophy
University of Ghana
08.2007 - 06.2008
MBA - Management Information Systems
University of Ghana
08.2004 - 05.2015
SSCE - Business Studies
St. Augustines College
01.2001 - 07.2003
Diploma - Financial Management
Institute of Commercial Management
01.2001 - 11.2007
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