Chile Frank-Udemgba B.Sc. PSM™, PMP®

Experience

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  Zenith Bank Plc

  Jun 2002 - Apr 2023

  *Guided the team that oversaw the bank's retail product management, design, growth, optimization, user experience*Developed project management artifacts for agile, waterfall and incremental methodologies according to the project management office (PMO) departmental proceduresCoordinated the integration of clients to new systems for enhanced client’s experience and improved operational efficiency*Collaborated with impacted technical departments and SMEs to conduct current state assessments , developed future state solutions and performed gap analysis for the ERP implementation and enhancement projects*Coordinated issues resolution with internal departments, relevant staff and stakeholders*Initiated 2+ strategies that increased retail product on-boarding, usage, and activation resulting in a +50% sales yearly*Supported senior Project Managers in tracking work hours , expenditures, project costs and ensuring resolution of deviations from baselines*Supported agile incremental delivery using JIRA for project related issues (product backlogs, epics, story, task, sub-tasks) creation, release planning, story mapping, sprint reporting and tracking of delivery*Performed cost-benefit analysis, defined financial indicators, and presented (business requirement documents) BRD to stakeholders for new recommendations and/or improvements Identified 3+ product gaps in user experiences (UX) on the mobile App and initiated solutions that improved customer experience by 18%*Monitored and assessed the team in overseeing product design & implementation without exceeding set costs ad budgets*Reduced costs by 30% by negotiating vendor pricing and fees discovered on the revenue share percentages based on service rendered and not just customer sign-on and maximized project budget of $3,000,000, while ensuring continuation and enhancement of services*Increased banking account sales by +200% from 2015 to 2022 with the commencement of the agent banking initiative Show less *Defined market acceptance criteria and gathered market feedback by research, surveys and interviews that led to strategic product definition and design that changed the retail landscape in the bank*Developed, tracked and reported KPIs to monitor the effectiveness of capabilities by setting up the business processes, framework and work-flow models which guided stakeholders through business process transformations*Improved product sales and revenue by over 50% via direct management of 15+ teams across the south western region by holding leadership workshops, mentoring, coaching and train-the-trainer programs for new and existing team members*Led a senior sales team of 40+ to carry out one on one experiential engagement with customers at large traffic locations for six months in each year. Provided guidance and direction where and when necessary*Groomed user stories; Used agile/scrum methodology to translate business process models into user stories*Managed and communicated trade-off decisions between scope and schedule while offering alternative solutions Show less ● Grew customer base through relationship building with an average of 100 daily interactions and secured at least 5 new customers weekly● Offered first-level service and complaints resolution to walk-in customers with a high level of efficiency that led to receiving the MD/CEO award for best-performing staff● Cheque confirmation from account holders before payments are made● Provided solutions and responses to all inquiries and complaints made on any given business day with the aim of ensuring that all complaints are closed daily● Created new account profiles for walk-in customers ● Provided financial advice to customers and recommendations for ideal products suited for them Show less

  • Senior Product Manager/Project Manager

    Sept 2015 - Apr 2023

  • Team Lead, Product, Strategy and Sales (Retail)

    Jun 2009 - Sept 2015

  • Treasury Sales Team Member

    Jun 2006 - May 2009

  • Customer Service Officer

    Jun 2002 - Jun 2006
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  Capstone Project Solutions

  May 2023 - Jun 2024

  Project Manager
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  Nova Scotia Health Authority

  Jun 2024 - now

  Project Manager OPOR