Agatha Nzekwe

Experience

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  Zenith Bank Plc

  Sept 2003 - Sept 2014

  Senior Manager

  Moved through the ranks to Senior Manager from Executive Assistant to Assistant Banking Officer to Assistant Deputy Manager.✧ Developed and executed approved budget and business targets. ✧ Implemented corporate business strategies which increased customers conversion rates by 70%.✧ Led business expansion initiatives, streamlining inefficient processes✧ Boosted the bank’s efficiency and customer satisfaction plan by streamlining processes deemed inefficient resulting in highest income earners for the BFG- 2009 – 2013.✧ Coordinated the bank’s branch expansion project which increased branch network from 3 to 50 branches in Abuja zone within 3 years.✧ Executed client marketing and retention strategies with the introduction of new products for value creation and repeat calls. Show less

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  Pension Transitional Arrangement Directorate

  Oct 2014 - Mar 2017

  Served as the Associate Director for Complaints Management, effectively demonstrating leadership in optimizing service quality, prioritizing pensioners' welfare, and implementing operational enhancements. Spearheaded a transformative shift in service orientation and workflow optimization, leveraging strong organizational skills to meet regulations and provide solution to complex customer issues.✧ Ensured all regulatory requirements are met including working cases to specified timeframes, maintain accurate and up to date records whilst ensuring compliance to customer communication strategy.✧ Monitored SLAs to inform and identify efficiencies, enhancements and further development to current strategies.✧ Managed individual caseloads and provided support to the wider team teams to find appropriate solutions to all customer disputes, in line with industry and regulatory guidelines and time frames. ✧ Drove a culture of continuous improvement in line with business efficiencies, learning across functions engaging where appropriate with other teams internally to drive understanding and process change.✧ Ensured Customer records are kept up to date and accurate, delivering exceptional customer experience by following through process improvement initiatives and providing timely resolutions. ✧ Revamped pensioners' welfare through the initiation and execution of improved call center processes, ensuring empathy and care were driving forces in interactions with pensioners across 6 zonal offices and the Abuja center. Show less Oversaw the effective processing of a wide range of general pensions case work including routine and non-routine documentation within defined procedures, ensuring that service level targets and deadlines are met. Provided support to cross-functional teams in controlling and monitoring pension cases and workflows, ensuring all activities are completed in line with legislation and service level agreements.✧ Effectively engaged stakeholders and secured buy-in and acceptance of the Directorate's mandate by coordinating and executing comprehensive sensitization initiatives across all six geo-political zones.✧ Administered a portfolio of diverse Pensions schemes, processing new business applications through to completion, advising on changes to complex benefit structures and responding to enquiries.✧ Managed a team of administrators working on diverse portfolios, conducting periodic review to maintain best practice, drive continual improvement and operational effectiveness.✧ Monitored effective handling of errors and omissions in accordance with agreed procedures and within appropriate timescales.✧ Developed an understanding of current pensions regulations and overriding legislation, maintaining an up-to-date knowledge.✧ Maintained information security, dealing appropriately with sensitive and confidential information within Service protocol/guidelines. ✧ Delivered a flexible and responsive service in line with the needs of the business alongside taking ownership of individual enquiries and pensioners’ requests. Show less

  • Assistant Director

    Mar 2016 - Mar 2017

  • Assistant Director- Pension Administration

    Oct 2014 - Mar 2016
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  Salem Mutual

  Sept 2018 - now

  Policy and Strategy Advisor

  Demonstrate strategic leadership, adeptness in project oversight, and dedication to impactful empowerment initiatives as a proficient Policy and Strategy Advisor. Spearhead an impactful non-governmental organization(NGO), leading with strategic acumen, ensuring the alignment of activities and initiatives with the broader mission and focus on empowering vulnerable women.✧ Harness extensive familiarity with operational protocols of major bilateral and multilateral development agencies, enhancing decision-making processes.✧ Nurture impactful partnerships, effectively amplifying the implementation of relevant policies and programs. Adeptly negotiated funding and resources to drive successful initiatives.✧ Conduct comprehensive analyses and develop pragmatic policy and institutional solutions, demonstrating a profound understanding of the dynamics of change and adeptness in building collaborative coalitions.✧ Lead strategic interface and maintenance of robust communication channels for technical and policy matters with other partner agencies, international organizations, government bodies, and stakeholders from diverse sectors.✧ Champion initiatives that imparted crucial financial management skills and empowerment strategies, enabling vulnerable women to attain greater financial independence and self-sufficiency.✧ Conduct comprehensive monitoring and evaluation of projects spearheaded by clients, ensuring adherence to predefined goals and benchmarks. Show less

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  Developing -8 Health and Social Protection

  Jan 2019 - Jun 2020

  Social Protection Specialist

  Exhibited a commitment to transformative social protection, innovation and evidence-based policy and programming with a capacity to effectively engage with and influence a wide range of stakeholders, from grassroots community members to policymakers including governments, UN agencies, bilateral development agencies, consultancy firms.✧ Steered initiatives across a range of countries, including Nigeria, Turkey, Malaysia, Bangladesh, and Egypt, cultivating localized strategies that resonate with each nation's unique context and needs.✧ Employed available resources strategically, tapping into the United Nations' support to drive development initiatives across multiple nations. Compiling countries indicators aligning with Sustainable Development Goals✧ Provided support on overall social protection governance and coordination based on established structures within the NGO.✧ Built the reputation as a thought leader on social protection by undertaking research and publishing papers that provide innovative, cutting-edge insights.✧ Led the engagement and strategic interface with both local and international social protection organizations for learning and experience sharing. ✧ Engaged with relevant groups, committees and agencies with special focus on social protection, providing policy advocacy and advisory support. ✧ Participated in the technical implementation of contracts for social protection for vulnerable women and related assignments including timely and high-quality delivery of projects. Show less

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  Quomodo Systems Africa

  Oct 2019 - now

  Chief Operating Officer

  An integral member of the executive leadership team, accountable for the strategic oversight and optimization of all operational aspects across different markets and regions. Driving compliance with all applicable laws and regulations and taking appropriate action as necessary. ✧ Develop operations-related plans, budgets, policies, and procedures to achieve customer satisfaction and roll out strategic changes to promote operational best practices and revenue driven efficiencies.✧ Provide visionary leadership to a diverse team of professionals, fostering a culture of collaboration, innovation, and accountability in a multistakeholder business environment.✧ Lead expansion activities, scaling current propositions and developing new ones based on client needs and market dynamics. ✧ Own the execution and coordination of cross-functional activities to accomplish the strategic objectives, develop new business opportunities and go-to-market efforts, and drive towards overall market share growth.Achievements:✧ Championed the standardization of contracts and service agreements, augmenting operational efficiency and fostering consistency.✧ Pioneered the development and successful execution of a robust business strategy framework, covering streamlined processes, change management, financial controls and effective communication. ✧ Drove the successful execution and certification of ISO-based processes, including service management and risk management systems, through meticulous planning, coordination, and adherence to rigorous standards✧ Led the transition from hierarchical to flat-bed organizational structure, a pivotal move that catalyzed the company's growth trajectory.✧ Spearheaded a remarkable financial transformation and operational excellence. Show less