Taiwo Ala

Experience

• 

  Stanbic IBTC

  Aug 2008 - now

  Leadership – Team Management.■ Oversees 6 units across 3 business segments – Customer Care Centre, Platinum Support Centre, Corporate Client Care, Call Centre & Customer Experience for Asset Management, Call Centre & Customer Experience for Pension Business - *Segments* - Consumer & High Net worth Client, Business & Commercial Client, Corporate & Transactional Banking.■ Manages a staff count of 267 across all units & maintains an open line of communication with unit heads.■ Corresponds with unit heads on a weekly & monthly basis to review reports & identify customer trends requiring timely intervention.Risk Management & Strategy Implementation.■ Spearheads the implementation, enablement, entrenchment, commercialization of the consumer client value proposition & drives the operations of the voice branch.■ Monitors the strict adherence to the defined client risk framework (e.g., operational risk, credit risk, ecosystems risk and partner risk management) & provides input where relevant.■ Guarantees that risks are mitigated, audits are satisfactory, & that appropriate, proactive recovery & resolution plans are in place with no reputation of unsatisfactory findings to protect the segment from any untoward event. ■ Mediates & consults with segment heads, client solutions, 3rd Party partners & ecosystems for the delivery of integrated multi-products & services & the avoidance of duplication across segments.Key Achievements.Operations- ■ Successfully increased the service level from 10% to 79% with the introduction of a structure to minimise the average wait time (AWT) to 11 secs from 2 mins.■ Streamlined recruitment and operational costs in centres with the introduction of efficient digital enablement.■ Augmented the interactive voice response capabilities – The introduction of a call escalation metrics for repeat callers, Self Service transaction status checker, Addition of digital robotic capabilities. Show less Leadership. ■ Led a team of 1000 across 165 branches and 6 zones with 6 zonal operations managers and 18 regional operations managers.■ Conveyed with the managers on a weekly basis to identify risks affecting the channel operations across PBB and made certain necessary steps are taken to measure, monitor, manage and control these risks.■ Assessed the performance of managers against the set KPIs to maintain a high standard of competence and motivation with a focus on the development and retention.■ Standardised the upskilling of Zonal Operations Manager (ZOMs) and Regional Branch Support Heads (RBSHs) to expand their abilities to match the changing job requirements. Operations. ■ Steered the operations of all the branches with a clear strategy – Not to be regular banking halls but customer experience centres.■ Created 3 classes of branch – ( Digital Branch, Virtual Branch & Physical Branch) and classified based on performances.■ Coordinated operational activities in zones and regions focusing on risk management and control culture while ensuring all routine controls and compliance are adhered to.Key Achievements.■ Accomplished a significant increase in rate of promotion by introducing a mentorship program to create clear career paths for PBB operations staffs.■ Pinpointed talents with training needs and introduced POMP – People in Operations’ Mentorship Program.■ Successfully restructured the business’s branch mode of operations and secured CBN’s approval to shut 37 branches.■ Minimised operational cost by 45% with the conversion of 6 high-cost operating branches to digital branches. Show less

  • Head - Voice Banking

    Jul 2021 - now

  • Head, Personal & Business Banking Operations - Stanbic IBTC Bank Plc.

    Feb 2020 - Aug 2021

  • Head, Group Internal Control, Stanbic IBTC Holdings PLC.

    Jul 2014 - Feb 2020

  • Head, Branch Control

    May 2012 - Jun 2014

  • Process Manager

    Aug 2008 - Sept 2012