Summary
Overview
Work History
Education
Skills
Awards Key Achievements
Key Skills And Interests
Leadership Experience
Training
Timeline
Generic

EDNA BADU-MENSAH

REDCLIFFE

Summary

An Operations Lead with experience spanning over a decade in both the financial services support and banking operations. I'm a self-starter and quick learner who effectively utilizes my inherent and acquired skills in digital banking and core operations, to continuously improve myself and contribute to an organisation's goals and objectives. A result driven individual with strong leadership, I am customer centric with good business acumen and possess the ability to understand and translate business decisions and strategies into actions.

Overview

17
17
years of professional experience

Work History

Team Lead- Account Opening (Retail and Corporate Investment Banking)

Absa Bank Ghana
05.2022 - Current
  • Act as expert referral and escalation point for any queries that makers and authorisers are unable to resolve in the Account Opening Team
  • Ensure that team members receive coaching and feedback in order to achieve their maximum potential
  • Review Management Information on the performance of the team on a daily, weekly and monthly basis and ensure that individuals that exceed expectations are recognized
  • Coach Team members on the discipline process for their teams
  • Determine and manage training needs for Team members liaising with the required Resource persons for support
  • Work closely with the Governance and Processing Control Manager to achieve 100% satisfactory audits with no overdue findings
  • Engage stakeholders to offer solutions to their complaints and challenges

Authoriser, Account Opening & Maintenance

Absa Bank Ghana
06.2019 - 04.2022
  • Review work done by makers in conjunction with other Team Members and ensure accuracy in data capture
  • Achieve 100% KYC ensuring that Policies are strictly adhered to
  • Work closely with the Governance and Processing Control Manager to achieve 100% satisfactory audits with no overdue findings
  • Act as Complaints Champion by ensuring all complaints received are handled in accordance with procedure
  • Act as the Team lead responsible for stakeholder management
  • This affords me the opportunity to improve stakeholder experience by working with colleagues at Head Office, engage stakeholders like Finance, CIB Corporate, Business Banking, Monitoring and Control, Credit Operations, FSS and branches as well; to deliver value in the Account Opening & Maintenance space

Data Capture Executive, Financial Data Capture

Barclays Bank Ghana
07.2013 - 05.2019
  • Capture an average of 1000 financial transactions daily with minimal errors from other units in the Head Office and branches as well
  • Part of a delegated committee to organise yearly Make a Difference Day (MADD) for the unit by planning, budgeting and executing the programme
  • Coached colleagues in the Treasury Back Office space to transmit files (SOE Files)
  • Organise refresher training for all branches on the use of RESCI and transacting on the e-zwich POS Terminal

Data Capture Executive, Non-Financial Data Capture

Barclays Bank Ghana/Montran
01.2013 - 06.2013
  • Capture 600 customer requests daily with minimal errors from other units and Branches
  • Engage and resolve complaints raised by internal stakeholders around delays with the Non-Financial Data Capture process
  • This required having Excellent Interpersonal skills with great ability to effectively communicate with internal customers to resolve complaints on phone by going onto the Non-Financial data base on Excel Spread Sheet to investigate the cause of delay and provide instant feedback

Banking Hall Executive, Kaneshie Branch

Barclays Bank Ghana/Montran
06.2010 - 12.2012
  • Serve as a point of contact for retail customers, ensuring their queries and complaints were acted upon in a timely manner whiles identifying sales leads and translating them into closed deals
  • Encouraged and obtained feedback from customers on their perception of service within the branch by encouraging them to use the feedback systems
  • Owned and managed customer queries and complaints by acting as the Branch Spokesperson and resolved them in a timely manner whiles identifying sales leads translating into closed sales
  • Advice customers based on my acquired knowledge of retail and corporate products and services
  • Tracked and reconciled complaints to be resolved within the SLA with Contact Centre and Service Excellence

E-zwich Specialist - National Service Person

Standard Chartered Bank
02.2008 - 07.2009
  • Serve as a point of contact for Ghana Interbank Payment and Settlements Systems (GHIPSS) to ensure that corporate customers fully utilized the e-zwich platform
  • Migrated corporate clients processing transactions manually to e-zwich to increase the customer base
  • Proactively managed new and existing clients within the new payment system
  • Rendered assistance to clients on the Straight 2Bank service for challenges the clients' experienced
  • Increased the customer base of e-zwich clients in Smart Card Issuing and Merchant Acquisition
  • Prepared a SWOT Analysis to evaluate the effectiveness of the e-zwich product
  • Prepared a comprehensive Status Report on e-zwich at the end of my attachment

Education

Bachelor of Fine Arts -

University of Ghana
05.2008

SSCE-General Arts -

St. John's Grammar School
04.2003

Skills

  • Strong people and organisational skills
  • Strong stakeholder management skills
  • Customer Service oriented
  • Problem Solving and Negotiation skills
  • Versatile and ability to adapt to new and changing situation
  • Quality Conscious and Detailed Individual
  • Microsoft office tools

Awards Key Achievements

  • 04/01/21, SHUJAA RECOGNITION & COO STAR, For going the extra mile which led to a positive, self-renewing feedback from a customer who had gaps in KYC, Treasury Bill and other documentation.
  • 09/01/20, Shujaa, Provided immense support to Retail in the Data completeness and accuracy remediation drive.
  • 09/01/20, Shujaa, Collaborated and went the extra mile to open and activate an already delayed customer account.
  • 2023, Absa Heroes Awards, Most Engaged COO team of the Year.
  • 2023, Absa Heroes Awards, Best COO Core Operations Team.
  • 03/01/24, Absa Bank Ghana CX Personality

Key Skills And Interests

Strong people and organisational skills, Strong stakeholder management skills, Customer Service oriented, Problem Solving and Negotiation skills, Versatile and ability to adapt to new and changing situation, Quality Conscious and Detailed Individual, Microsoft office tools, Fluent in English, Fante, Organising events

Leadership Experience

  • Acting Manager for in the Account Opening and Maintenance Department.
  • Led team to undertake to remediate over 5000 account for Retail and Absa Regional Operations in relation to data quality.
  • Led a team to review over 4000 retail accounts after onboarding to ensure they are KYC compliant.
  • Nominated and trained in the ARO TELLER during the transition from Barclays to Absa.
  • Plan, organize and execute annual Citizenship events and other colleague initiatives.

Training

  • Managerial Skills for Team leaders/Supervisor (Banking College)
  • Masterclass-Women Rising above the Pandemic
  • Practical Leadership Skills (Udemy)
  • The Complete Communication Skills Masterclass (Udemy)
  • Developing Soft Skills (Udemy)
  • Self Leadership Masterclass
  • Reskilling and Upskilling
  • Compliant Management
  • Cultivating a Growth Mindset

Timeline

Team Lead- Account Opening (Retail and Corporate Investment Banking)

Absa Bank Ghana
05.2022 - Current

Authoriser, Account Opening & Maintenance

Absa Bank Ghana
06.2019 - 04.2022

Data Capture Executive, Financial Data Capture

Barclays Bank Ghana
07.2013 - 05.2019

Data Capture Executive, Non-Financial Data Capture

Barclays Bank Ghana/Montran
01.2013 - 06.2013

Banking Hall Executive, Kaneshie Branch

Barclays Bank Ghana/Montran
06.2010 - 12.2012

E-zwich Specialist - National Service Person

Standard Chartered Bank
02.2008 - 07.2009

Bachelor of Fine Arts -

University of Ghana

SSCE-General Arts -

St. John's Grammar School

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