Temitope Wilcox

Experience

• 

  First City Monument Bank Limited

  Jun 2013 - May 2019

  Senior Manager/Head, Cards

  • Implemented the issuance of Visa, Mastercard and Verve card schemes in the Credit, Debit and Prepaid variants to customers of the bank.• Introduced the Pilgrimage card for customers who were going on Muslim Hajj or Christian pilgrimage for loading of government approved PTA - Personal Travel Allowance.• Enhanced the use cases for ATM to deliver Value Added Service such as bills payment, funds transfer, airtime vending and traditional ATM services.• Implemented Payments Gateway MPGS - a MasterCard and Visa platform for acquiring merchants for e-commerce transactions and service as a collections bank using Mastercard and Visa cards (one of the only 5 banks to offer such service in the industry).• Premier banking service was enhanced to distinguish HNIs from mass market by offering health insurance on cards, higher spending limits, dedicated contact center service and airport lounge access by issuing Priority Pass and LoungeKey Cards• Responsible for E-settlement of card transactions to ensure the card payments were promptly settled and the bank's position is always covered while maintaining a cordial relation with foreign correspondent banks to avoid disruption of service due to overdrawn position.• Supervised Card Operations staff who were responsible for card production, delivery and resolution of all card related issues.• Implemented MVisa and Masterpass on the bank's mobile platform to enhance the bank's cashless policy and offer convenience and safety to customers. • Developed the strategy for financial inclusion of the unbanked by collaborating with the Micro-finance bank arm of the bank to allow customers in remote locations to have access to banking service with the use of mobile devices (Mobile banking App and USSD) and issuance of cards with limited capabilities to Tier1 customers who could provide the minimum regulatory KYC documents Show less

• 

  Ecobank Nigeria

  May 2019 - Oct 2023

  • Designed and implemented the customer journey for all business segments in CMB.• Simplification of customer touch points to ensure they are convenient, reliable and easy to consummate.• Improved CMB Net Promoter Score from -33% to below 18% in 6months• Implemented customer centric policies which resulted in KPMG’s rating of SME business under CMB improving from 17th in position 2018 to 4th in 2019 and 3rd in 2020.• Simplified the on-boarding process to eliminate the need to visit branches to submit applications and other documents thereby providing convenience to customers.• Elimination of processes that delay delivery of services to customers thereby increasing customer satisfaction.• Built strong relationships with Relationship Managers, Regional Managers and Segment Heads for better synergy to drive ease of executing business.• Conducted regular branch visits to ascertain that the processes introduced to make the customer experience pleasurable were being adhered to thereby increasing customer satisfaction.• Introduction of Client Experience visits to Client sites enabling interaction with clients from a perspective different from RM to understand customer pain points and business needs.• Introduction of training for branches and commercial banking staff on Customer Experience Excellence and its impact on profitability Show less

  • Senior Manager/ Head Cards & ATM Business

    Mar 2021 - Oct 2023

  • Senior Manager/ Head, Client Experience

    May 2019 - Feb 2021