Bunmi Otuniga

Experience

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  Ecobank Nigeria

  May 1999 - Apr 2004

  CSO/FT Officer/Ag.Head CSO/Relationship Officer, Consumer Banking

  Received the Sale of the Month Award in August 2003 for the record sale of N50m worth of V-Mobile recharge cards.

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  Access Bank Plc

  May 2004 - Jun 2005

  Team Lead/Relation officer, Consumer Banking

  A key team member that worked on the kick off Consumer banking strategy for Access Bank. Responsible for managing the portfolio of high net worth individual in Consumer Banking. Adjudged the 2nd Best Staff (bank wide) that captured the largest number of investors during Access Bank’s 2004 Public Offer towards meeting the N25 Billion Minimum Capitalization set by CBN at the time.Facilitated N1billion Dove Media Private Placement through the Bank

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  Destyfilled International

  Jul 2005 - Aug 2006

  Manager, HR and ADMIN

  Developed and implemented the people management strategy for the company

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  Ecobank Nigeria

  Aug 2006 - Jul 2023

  Oversaw and directed the business processing of daily transaction in the Corporate Bank portfolio. Provided overall leadership in driving a customer centric mind-set within Corporate Bank with a view to achieving exceptional service delivery to Corporate Bank customers within set and agreed timelines and in line with industry best practice. Collaborated with all Corporate Bank relationship managers, Head of Trade Operations, Risk Management, Treasury and Branches to drive strategic initiatives that will position Corporate Banking as the preferred provider of corporate banking services from a corporate customer’s experience perspective in the Banking industry.Collaborated with Client Engagement Management (CEM) and institutionalized periodic customer feedback. The direct responses from customers have helped to identify customer pain points and our corresponding reactions have led to positive customer experience, leading to customer loyalty and better patronage.Managed Cross-sell Electronic Banking channels (OMNI, POS, Branch collection portals and other electronic payment platforms, products, and service) to all Corporate Bank customers and ensured optimal customer experience in order to promote e-banking culture. Carried out periodic trend analysis using the Enquiry Management Tool in order to identify specific pain points for customers, determine root cause and take necessary action to eliminate such.Periodically reviewed the certification requirements of service officers with a view to developing and upscaling their knowledge through coaching and training to achieve targets and excellent levels of customer service.Developed and implemented the Unit’s Operating Manual and ensured adherence to same while I was the Corporate Customer Service Manager. Show less Lead the project team that ensured Ecobank Nigeria’s internet banking platform was ranked as the best in 2006 by Web Jurist – a web review independent firm (Phillip Consulting). This achievement was in partnership with Leke Alder Consulting.Used descriptive analytic to increase customer usage and share of wallet of electronic channels.Stopped the exceptionally high rate of fraud on retail internet banking platform (RIB) from a record high of 50% to 0% by introducing and implementing the use of security questions and hard ware tokens on the Internet banking platform for Ecobank Nigeria. This was achieved in collaboration with Internal Control, Internal Audit and E-process.Introduced and implemented straight through processing for International transfers on OLD RIBDeployed innovative campaigns to create awareness on the enhanced security and additional features of the internet banking platform. Show less Lead the project team that ensured Ecobank Nigeria’s internet banking platform was ranked as the best in 2006 by Web Jurist – a web review independent firm (Phillip Consulting). This achievement was in partnership with Leke Alder Consulting.Used descriptive analytic to increase customer usage and share of wallet of electronic channels.Stopped the exceptionally high rate of fraud on retail internet banking platform (RIB) from a record high of 50% to 0% by introducing and implementing the use of security questions and hard ware tokens on the Internet banking platform for Ecobank Nigeria. This was achieved in collaboration with Internal Control, Internal Audit and E-process.Introduced and implemented straight through processing for International transfers on OLD RIBDeployed innovative campaigns to create awareness on the enhanced security and additional features of the internet banking platform. Show less

  • Head Of Customer Experience

    Jul 2020 - Jul 2023

  • Head, Client Experience for Corporate Banking

    Aug 2006 - Jul 2020

  • Head, e-Products and Collections

    Nov 2011 - Jan 2015

  • Product Manager, e-Products and other Channels

    Aug 2010 - Nov 2011

  • Country Head, Contact Centre

    Jul 2008 - Jul 2010

  • Head Quality Control Unit

    Aug 2006 - Jul 2008
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  ECOBANK NIGERIA LIMITED

  Jun 2023 - now

  Head, Culture and Talent Management. Cat.1 & DSA