Benjamin Brobbey
BANK OPERATIONS MANAGER
Marsaxlokk
Summary
Experienced Bank Operations Professional with a proven track record of success in customer service and operations management. With over 10 years experience in the banking industry, I have excelled in various roles, including Customer Service Officer, Cashiering and Branch Operations Supervisor. I have strong ability to build productive relationship with colleagues and clients, adapting my approach to meet individual needs. My skills in time management, operations management and customer -focused delivery have been honed throughout my career. In my current role i have successfully boosted customer loyalty, brand awareness and social media engagement. I attribute my success to the openness to feed back, strong work ethics and adaptability. I am eager to contribute to the growth and success of result oriented and open minded organizations.
Overview
13
13
years of professional experience
1
1
year of post-secondary education
Work History
Deputy Branch Operations Manager
National Investment Bank Ltd
01.2017 - 12.2023
- Identifying, assessing, and mitigating operational risks within the bank's processes and procedures. This involves implementing controls and procedures to safeguard against fraud, errors, and other operational risks.
- Ensuring compliance with applicable banking laws, regulations, and industry standards. This includes staying updated on regulatory changes, implementing compliance policies and procedures, and conducting audits to ensure adherence to regulatory requirements.
- Managing cash flow within the bank, including maintaining appropriate cash reserves, ordering cash shipments, and overseeing cash handling procedures to prevent fraud.
- Providing training and guidance to bank staff to ensure they are equipped with the necessary skills and knowledge to perform their roles effectively. This includes training on banking procedures, customer service standards, compliance requirements, and operational processes.
- Managing relationships with third-party vendors and service providers, such as security firms, IT providers, and maintenance contractors. This involves contract negotiation, performance monitoring, and ensuring vendors comply with service level agreements and regulatory requirements.
Acting Operations Supervisor
Fidelity Bank Ghana Limited
01.2016 - 05.2017
- Managing cash flow within the bank, including maintaining appropriate cash reserves, ordering cash shipments, and overseeing cash handling procedures to prevent errors or fraud.
- Ensuring excellent customer service by overseeing customer interactions, addressing customer inquiries, resolving complaints, and ensuring timely responses to customer needs.
- Supervising the processing of various banking transactions, including deposits, withdrawals, fund transfers, loan disbursements, and bill payments. This involves ensuring accuracy, security, and compliance with regulatory requirement
- Monitor payment orders and follow-up on long outstanding ones
- Monitor all General Leisure and maintain zero balances.
Branch Operations Officer
Fidelity Bank Ghana Limited
11.2011 - 01.2016
- Receipt and processing of client and banker's payments request from clients
- Ensure the accurate and timely processing of client request
- Salary processing for clients
- Processing clearing cheques
- Booking, liquidation and processing instructions for fixed deposits
- Monitoring clearing suspense and other suspense accounts
- Processing commission charges on transactions
- Assist in resolving all client complaints relating to branch transactions.
National Service Personnel- MTN Mobile Money Officer
Fidelity Bank Ghana Limited
09.2010 - 08.2011
- Sales and marketing of MTN MOBILE MONEY
- Scouting and Recruitment of mobile money merchants (150 merchants monthly)
- Training of new merchants
- Writing monthly reports on all complaints to the head of departments
- Loading of wallets for merchants
- Issuing of branding materials to Mobile Money Merchants.
Education
MBA -
04.2024 - 04.2025
Certificate in Business Administration- BOLT - Business Administration
04.2023
BA Arts (Social Science) - Sociology And Social Work
07.2010
Senior Secondary School Certificate - General Arts
07.2005
Skills
- Advanced ability with all Microsoft office applications (excel, power point, and word essential)
- Excellent administration and organizational skills
- Excellent communication and interpersonal skills with great experience in customer service and people facing roles
- Excellent negotiation, conflict management skills and great persuasive ability
- Prioritizes own tasks to meet deadlines and able to work under pressure
- Ability to generate ideas, identify potential opportunities and think up solutions
- Ability to learn and adapt quickly within a changing environment
- Ability to lead, be team player and a relationship builder
- Excellent knowledge and use of FLEXCUBE 110 and T24 banking software
Special Training Seminars And Workshops
- Effective Branch Management
- Supervisory Skills as an Effective Tool for Attitudinal Change
- Banking 101
- Effective Selling and Customer Care
Personal Information
- Date of Birth: 10/20/86
- Nationality: Ghanaian
- Marital Status: Married
Achievements And Positions
- Awarded a Fidelity Bank star lapel in the 2013, Customer Care 3rd quarter mystery shopping
- Awarded a Fidelity Bank star lapel in the 2014, Participation in staff durbar
- President - Prempeh college and Yaa Asantewaa girls Association KNUST
- Organising Secretary - Faculty of Social Sciences (KNUST)
- Organizing Committee - College of Arts And Social Sciences
- Music Director - Prempeh College
References
Available upon Request
Hobbies and Interests
Reading, swimming, Event Organization, Playing football
Timeline
London School Of Commerce - MBA,
04.2024 - 04.2025
Deputy Branch Operations Manager - National Investment Bank Ltd
01.2017 - 12.2023
Acting Operations Supervisor - Fidelity Bank Ghana Limited
01.2016 - 05.2017
Branch Operations Officer - Fidelity Bank Ghana Limited
11.2011 - 01.2016
National Service Personnel- MTN Mobile Money Officer - Fidelity Bank Ghana Limited
09.2010 - 08.2011
Faith Leads University Florida - Certificate in Business Administration- BOLT, Business Administration
Kwame Nkrumah University of Science And Technology - BA Arts (Social Science), Sociology And Social Work
Prempeh College - Senior Secondary School Certificate, General Arts
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