Oladipo Olugbemi, SPHRi, PMP, MILR

Experience

• 

  Globacom Nig Ltd

  Feb 2011 - Oct 2013

  Customer Service Specialist

   Work as a Customer Service Executive in one of the biggest telecommunications company in Nigeria attending to customers’ issues and resolving them, while also obtaining information needed to improve on the company’s services, and hence profit. Carry out due diligence to determine the authenticity of customers’ claims on a line as well as ensuring that vital information on a line is given only to the owner of the line. Troubleshoot to ascertain the exact nature of a customer’s issue with a view to proffering the most appropriate solution. Update CRM systems for each interaction for building relationship with clients and providing a link for the next interaction. Show less

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  UBA Group

  Oct 2013 - Apr 2020

  Job objective To manage the process for assessing employees performance on their jobs. Duties & Responsibilities Drive the process for development of KPIs (Key Performance Indicators) for all job functions across the Group, ensuring KPIs are appropriately aligned to the job role and strategic objectives of the organization at the commencement of the FY  Design and implementation of Key performance Indicators / deliverables for all layers of staff and change management activities for staff buy – in.  Ensure proper and thorough alignment of Staff / function KPIs from the strategic level down to the tactical level of the work-force Drive KPI review process bi-annually Develop the appraisal timetable in alignment with the performance management framework Manage the performance appraisal process through the administration of clearly defined policies / procedures Support the conduct of transparent appraisal exercise and attending to all appraisal related issues within set timelines.  Manage all communications relating to the appraisal process Conduct performance assessment along agreed KPIs for the Directorates and Divisions Co-ordinate the process of appraisals for all other staff Conduct fair and successful bi-annual appraisal exercises Constantly obtain staff feed-back / suggestions on the PM system for the purpose of continuous process improvement. Continuously initiate and drive improvements to the bank’s appraisal process and performance management system Prepare detailed periodic reviews and analysis of sales staff performance against set targets / goals and propose improvement initiatives as well as provide tactical support on corrective actions with HCM.  Analyze and prepare monthly reports for Executive Management Provide periodic and ad-hoc sales staff performance reports Show less My Core responsibilities include managing the day to day activities of Customer Service Agents and Mentoring for maximum performance. Additionally, I monitor service level delivery while ensuring it's conformity with agreed SLAs.I am also responsible for identifying training needs of contact center Agents. During my tenure as Team-lead, the team successfully implemented Email automation. The adoption of this automation has ensured that Agents' performance are better monitored for better efficiency, hereby leading to better issues response/resolution time. Prior to joining UBA PLC, I had worked as a Customer Service Executive with Globacom Nigeria Limited . My core responsibilities were to carry out due diligence and manage Customers' expectations appropriately with a view to ensuring maximum customer satisfaction at all times. Show less

  • Performance Management Specialist

    Feb 2016 - Apr 2020

  • Human Resources Specialist

    Feb 2016 - Feb 2016

  • Customer Experience Manager

    Oct 2014 - Jan 2016

  • Customer Service Specialist

    Oct 2013 - Oct 2014
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  Lagoon Hospitals

  Apr 2020 - Jun 2022

  • Human Resources Manager

    Feb 2022 - Jun 2022

  • Human Resources Generalist/Performance Management Lead

    Apr 2020 - Jan 2022
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  Iwosan Investments

  Jul 2022 - Nov 2023

  • Group Head Human Resources

    Mar 2023 - Nov 2023

  • Human Resources Manager

    Jul 2022 - Mar 2023
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  The uLesson Group

  Nov 2023 - now

  • Chief People Officer

    Oct 2024 - now

  • Group Vice President, People & Culture

    Nov 2023 - Oct 2024