Benjamin Ashiagbor Dip FSM ALIBF, C.A.T

Experience

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  HSBC Retail Banking and Wealth Management

  Jul 2005 - Aug 2013

   01/2008 to 09/2013: HSBC: Branch Manager (Multiple Locations)

  Earlier Career

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  Metro Bank (UK)

  Sept 2013 - Oct 2019

  September 2013 to October 2019:Metro Bank: Store Manager (Clapham & Chiswick)

  •Promoted from Assistant Store Manager due to consistently high performance across the board.•Built trusting relationships with and manged key customers and customer issue resolution.•Recruited and managed 25+ staff, including Assistant Branch, Risk and Customer Experience Managers.•Collaborated with cross-functional managers and specialists to enhance service and brand.•Oversaw daily cash register operations and cash management.•Led workshops to deliberate customer service challenges and define strategy with various teams.•Developed, rolled out and monitored team KPIs and customer satisfactions metrics.•Served as a key member of the SM steering group.•Planned, managed and reported on several, often concurrent projects and initiatives. •Coordinated and facilitated smooth end-to-end audits to ensure regulatory compliance.Key Projects & Achievements•Recognised by leadership for coaching and developing staff, with a track record of driving numerous promotions from entry-level resources into invaluable top talent.•Awarded Hero of the Year Award in the West Region in 2015 and appointed as Community Manager.•Selected for and completed Amaze(ING) leadership programme. •Influenced and heavily contributed to the implementation of an industry-leading CSR framework that increased the majority of stores’ NPS by 30% and organisation-wide magic shop results by 45%.•Facilitated the build of the new flagship store in Clapham within 8 months, as well as providing engaging ongoing leadership post-launch and securing recognition for enabling growth to 200 stores over 4 years. Show less

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  Reliance Bank Ltd

  Sept 2019 - now

  September 2019 to Present: Reliance Bank: Head of Customer Experience

  •Promoted from Commercial Support Manager to the organisations first Head of Customer Experience, responsible for establishing the department and providing leadership.•Business partner with senior leadership and executives to elicit diverse requirements, agree project deliverables, budgets and roadmaps, drive collaboration and secure buy-in for innovation.•Initiate, plan and execute the end-to-end delivery of mission-critical change management, product development and digital transformations in alignment with evolving internal and external requirements.•Collaborate with and ad-hoc deputise for the Commercial Director within Retail Banking.•Execute top-to-bottom function assessments to continually improve processes, systems and practices. •Identify, negotiate with, onboard and manage third parties, e.g. agency banks, Visa Debit and suppliers.•Compile and present data-led, senior-level reports on progress, key risks and opportunities.•Instil and maintain a quality, collaboration and customer-driven culture across cross-functional staff.•Oversee management of all The Salvation Army connections’ servicing and day-to-day banking needs.•Serve as senior point of escalation in the delivery of both customer and regulatory issue resolutions.Key Projects & Achievements•Merged 3 departments to create a Customer Experience Hub in 6 months, achieving a 25% reduction in costs whilst concurrently receiving the Banking Customer Satisfaction Award, as voted for by customers.•Received regular positive feedback from our customers and other key stakeholders for providing a consistently exemplary service. •Devised and deployed a new team onboarding and colleague experience enhancement programme.•Spearheaded a customer remediation initiative to seamlessly enhance AML and KYC without disrupting service delivery to 3k+ customers.•Transformed and relaunched the outdated customer website in line with high-level requirements resulting in an increase in lead generation. Show less