Summary
Overview
Work History
Education
Skills
References
Hobbies and Interests
Accomplishments
Timeline
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Yaa Boamah Ahene

Accra-North

Summary

I have over ten years experience in Retail Banking focusing on sales, customer care, relationship management, credit and leadership. I have an MBA from KNUST and a BSC Banking and Finance from the University of Ghana. I am also an associate member of the Institute of Retail Banking, UK. I have worked in various capacities in a number of branches in Fidelity Bank Ghana Ltd. I am innovative, analytical and affable.

Overview

18
18
years of professional experience

Work History

Branch Sales and Services Manager

Fidelity Bank Ghana Ltd
02.2014 - Current
  • I manage and supervise all branch activities within the Bank’s risk and control framework and ensure the branch delivers reliable, quality and timely service to clients at the least cost. I lead the team to deliver branch sales targets and enhance customer experience
  • Profit maximisation and supervision of the operations of the Branch in conformity with the bank’s operational manual
  • Delivery sales targets of the Branch
  • To ensure that all sections within the Branch functions run efficiently to meet service standards for both internal and external customers
  • To establish and review key operational risk indicators and formulate action plans to minimize the Branch’s exposure to fraud and losses
  • To be responsible for the re-engineering of the branch processes to improve customer service and cost effectiveness and control of performance targets.
  • Ensure that effective documentation is in place, in the form of user quotes and branch operating instructions, for existing systems and future systems.
  • To ensure that the Branch does not obtain an adverse audit grade.
  • To ensure that the Branch suspense accounts are always balanced BUSINESS
  • Maximize business and income opportunities in the catchment area of the branch
  • Deliver branch sales targets
  • Keep abreast of local competitor activities and make recommendations on internal pricing, promotion and product policies
  • Drive utilization of products across all the segments
  • Develop a strategic plan to guide the sales activities of branch staff CUSTOMER
  • Responsible for the re-engineering of branch processes to improve the customer experience
  • Own and drive the customer experience initiatives of the bank at the branch level
  • Own and manage complaints in the branch
  • Promote customer - centricism in the branch
  • Own mystery shopping results and follow through with consequent management activities
  • Supervise immediate team members to ensure that time, quality and other set standards are achieved
  • Interpret conditions of service to immediate team members
  • Appraise the performance of immediate team members and review those for lower level staff
  • Identify training needs of immediate team members and recommend appropriate training for them
  • Coach and mentor immediate direct reports to build capacity
  • Identify successor and implement development initiatives to retain them
  • KEY RESULT AREAS
  • DEVELOPMENT & SALES DRIVE
  • SERVICE & OPERATIONAL EFFICIENCY
  • LEADERSHIP & PEOPLE MANAGEMENT

Relationship Officer/Relationship Manager

Fidelity Bank Ghana Ltd
09.2008 - 01.2014
  • Process SME loan applications
  • Provide guidance and advice to customers on credit issues
  • Assist in developing asset and liability products for SME’s
  • Ensure that amounts disbursed by the Bank will finance eligible expenditures to avoid diversion of funds.
  • Disbursement of approved facilities and ensure that the facilities would be repaid
  • Generate new business via sales promotions and in branch contacts
  • Act as main point of contact between customers, assigned market segment in the branch
  • Develop and nurture relationships with the clients assigned to ensure that the strategy and business objectives of the client and the bank are achieved
  • Work together with sales staff to follow up on new accounts and establish relationships quickly
  • Ensure adherence to branch service standards
  • Manage and recommend workflow changes, where appropriate, for greater efficiency
  • Suggest product feature and benefit changes to promote sales
  • Assist in the achievement of strategic, financial and other objectives of the branch
  • Any other jobs which may be assigned from time to time

National Service Person – Business Officer

Amalgamated Bank Ltd.
08.2007 - 08.2008
  • Prepare monthly portfolio performance reports and participate in monthly performance reviews
  • Prepare daily/weekly sales, call plans, call memos and service reports on all transactions
  • Vigorous deposit mobilization and cross selling of the bank's products in order to meet/surpass targets
  • Promote the bank's products, develop and maintain close banking relationships with the bank's customers
  • Credit Appraisal – Loans, Overdrafts and Guarantees (Contingent Liabilities)
  • Monitor and Recover of both performing and Non-Performing facilities.
  • Ensure that amounts disbursed by the Bank will finance eligible expenditures to avoid diversion of funds.
  • Disbursement of approved facilities and ensure that the facilities would be repaid.
  • Prepare facility letters and co-ordinate execution of documentation and draw down of facilities.
  • Conducting research to identify potential new customers and maintain database of potential customers
  • Give financial advisory service and ensure effective communication between customers and the bank

Education

Commonwealth Executive Masters - Business Administration

01.2018

Certified People Manager - undefined

Harvard Business Publishing

Completion of foundation Level(Distinction) - undefined

Retail Banking Academy

BSc. - Banking and Finance

University of Ghana Business School
01.2007

Senior Secondary School Certificate Examination - Business Accounting

Holy Child School
01.2002

Skills

  • Staff development
  • Service delivery
  • Operations management
  • Sales support

References

  • Anthony, Dwamena, Regional Sales and Services Manager, 0209532258, Fidelity Bank Ltd
  • Emmanuel, Arkorful, Regional Sales and Services Manager, 0209532307, Fidelity Bank Ltd
  • Aaron, Ameyaw, Ag Director of Banking Operations, 0209532252, Fidelity Bank Ltd

Hobbies and Interests

Playing scrabble, Solving puzzles, Dancing

Accomplishments

  • I was part of the team that started one of the most profitable branches of Fidelity Bank today-Kantamanto. The branch made tremendous gains during my stay there, taking over the market from competitors such as TTB, First Atlantic Merchant Bank and Standard Chartered Bank.
  • I was also part of a group of 30 managers selected to lead a change process in Fidelity Bank in 2018.
  • I took over the management of the Labone Branch of Fidelity Bank in 2022 and changed the fortunes of the branch from being among the bottom 5 branches (out of 75 branches) to the top 20 within a year.
  • Best Teir 1 Manager in 2024
  • Members 2025 Platinum Club 100 of Fidelity Bank

Timeline

Branch Sales and Services Manager

Fidelity Bank Ghana Ltd
02.2014 - Current

Relationship Officer/Relationship Manager

Fidelity Bank Ghana Ltd
09.2008 - 01.2014

National Service Person – Business Officer

Amalgamated Bank Ltd.
08.2007 - 08.2008

Certified People Manager - undefined

Harvard Business Publishing

Completion of foundation Level(Distinction) - undefined

Retail Banking Academy

BSc. - Banking and Finance

University of Ghana Business School

Senior Secondary School Certificate Examination - Business Accounting

Holy Child School

Commonwealth Executive Masters - Business Administration

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Yaa Boamah Ahene