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PETERS TOYIN JOSEPHINE

CAREER OBJECTIVE

To be a brand ambassador, combining organizational resources with individual aptitude to positively impact the bottom line of my organization.

SKYE BANK PLC June. 2015 – till Date Job Title: Product Manager, Flagship Savings Product, Retail Banking Group Job Objectives:

• Wholistic management of the bank’s flagship savings product to ensure product growth, profitability, and customer base expansion.

Job Responsibilities:

Product performance tracking, monitoring, and management

Strategic engagement and drive of the retail sales force for product push

Periodic product data analytics to monitor trends and identify key focus areas for growth and profitability

Partnering with sales teams on account acquisition storms and product presentations to target markets

Development of strategies to get the focus and commitment of the sales force to product growth

Active participation in the running of the flagship product promotional incentive targeted at achieving mass account acquisition and significant product volume growth.

Jan. 2014 – May 2014 Job Title: Retail Service Desk Officer, Retail Banking Group Job Objectives:

• To effectively engage customers and drive desired behavior that will grow revenue per customer and foster brand loyalty, as well as design, implement, and maintain better customer relationship management strategies.

Job Responsibilities:

Development of a robust customer onboarding and engagement platform

Active involvement in the development and implementation of the bank’s retail transformation and growth strategy

Support marketing activities of the banks’s sales team by ensuring first-time and repeat-customers are properly engaged and emotionally connected to the brand

Work with the Retail MIS for customer analytics and segmentation in order to effectively provide value offers and cross-sells/up-sells through which customer loyalty can be entrenched and the income-per customer can be increased

8, HASSAN ABIODUN STREET, OJODU, LAGOS

P h o n e s : 0 8 0 5 8 4 8 8 8 5 6 . 0 8 0 3 8 3 9 6 0 7 9 . E - m a i l : t e e p e e t e r s @ g m a i l . c o m

CAREER HISTORY

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Drive knowledge and use of alternative banking channels such as Mobile Banking, Internet banking, and

Debit Cards

Design communication templates for customer engagement and drive feedback generation

Develop and review product information materials such as power point presentations, proposals, letters etc

Review of external and internal communication materials

Representation at both external and internal stakeholder events/meetings as well as working with other SBUs as relates to the Retail banking business

Active participation in new product development, review, and management

Design strategies and work with relevant units to ensure low customer defection and prompt resolution of customer complaints

Facilitation of trainings/presentations for both staff and non-staff on the bank’s products and services

Nov. 2009 – January 2014 Job Title: Business Reporting Analyst /Product Officer - Mass Retail Liability, Retail Banking Group Job Objectives:

Responsible for managing profitable growth of assigned products at the retail customer segment level and driving strategies and actions that create value across the customer lifecycle- from customer acquisition to up-sell/cross-sell and to retention. Job Responsibilities:

Provide timely performance management reports

Design systems and templates to simplify reporting and performance monitoring and management

Develop and manage projects/programmes tailored towards specific target actualization

Product review, modification, and design in line with market trends, and customers’ changing needs and wants

Provide customer data analytics for effective product drive, and segmentation

Design and implementation of strategies, promotions, and other campaigns for deposit push, account acquisition, and account dormancy reduction

Define value propositions and strategic direction for Retail business based on customer insights

Provision of support to Branch managers, Branch Retail Officers, Regional Retail coordinators, for effective market storming activities, campaigns, school events, and other customer acquisition activities

Interface with organizations and consultants on value propositions for retail product enhancement

Relate with the Yes center, Customer engagement unit, IT, Echannels, Corporate communication, Corporate affairs etc on Retail Liability product drive, customer acquisition, cross-selling, and other engagement activities

Facilitation of internal and external presentation on Retail products and pushing product knowledge

May 2008–November 2009 Job Title: Retail Risk Asset Review Officer Job Objectives:

To ensure that personal loan requests from branches and team leaders conform with the banks approved standard before processing and ensure that they are processed within the approved turnaround time, as well as working with relevant units in the bank to resolve all personal loan related issues with the aim of adding value to customers and increasing the bank’s profitability.

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Job Responsibilities:

Ensure proper documentation of all Retail loan transactions before processing, approval, and disbursement

Provision of adequate support to Branch Retail Officers, Branch Managers, and Team Leaders to ensure the bank’s target on Retail loan is achieved

Prompt response and follow up on all logged issues/complaints as relates to Retail loan transactions and customer feedbacks for prompt resolution by the relevant units

Preparation of periodic reports on Retail Risk Assets for Management update

Provision of leadership and direction for effective performance of Retail Risk Asset Support staffs

Facilitation of internal and external presentation/training on Retail Risk Asset

Perform other duties assigned by the DGM, Retail Banking Group

Ensure quality service delivery to customers, both internal and external (i.e. TAT on loan processing)

Assist in developing strategic plan of action for the retail banking business

MOLTEN TRUST LIMITED

Jul 2007 – Jan 2008.

Job Title: Customer Service Executive

Effective management of the customer service desk

Provision of timely and accurate responses to customers’ enquiries

Professional handling of customers’ requests and complaints

Provide general business advisory services to customers

Printing of customers’ account statements

Preparation of customers’ sell and purchase orders

Nigerian Institute of Management (NIM) 2007 BSc. Banking and Finance (2nd Class Upper Division) 2005 University of Maiduguri ND Banking and Finance (Upper Credit Division) 1999 University of Jos

Skye Intensive Training 2008 Management Express Forum for SBUs 2010 Corporate Training on Project Management 2011 SharePoint Workshop for SBU's 2013 International Academy of Retail Banking (IARB) 2014 Institute of Chartered Accountants of Nigeria (ICAN) (Student Member) Chartered Institute of Bankers of Nigeria (CIBN) (Student Member)

Highly commendable cerebral disposition

Excellent customer service skills

Proficiency in the use of Microsoft® Office applications especially MS Excel, Word, PowerPoint

Excellent oral and written communication skills

Excellent training and presentation skills

ACADEMIC /PROFESSIONAL QUALIFICATIONS AND CERTIFICATIONS

PROFESSIONAL SKILLS AND COMPETENCIES

4

Good data analytical, reporting, and problem solving capabilities

Commendably creative

Good interpersonal skills

Reading, Writing, Singing, Brainstorming

Gender: Female Marital Status: Married Nationality: Nigerian Date of Birth: 25 September 1979 State of Origin: Ekiti Referees:

This will be provided on request

HOBBIES

PERSONAL DETAILS