OFFIONG ESANG
Swansea,West Glamorgan
Summary
Accomplished professional with strong financial acumen and risk management knowledge. Demonstrates excellent communication, negotiation, and relationship-building skills. Adept at analysing complex data to provide actionable insights. Possesses a deep understanding of industry trends, regulatory environment, and competitive forces. Skilled in business development with a focus on driving growth and achieving strategic objectives.
Overview
17
17
years of professional experience
6040
6040
years of post-secondary education
Work History
Customer care colleague
BARCLAYS BANK
Swansea, City and County of Swansea
04.2023 - 11.2024
- Breaking down complex issues or customer queries and assimilating a wide range of information to fully understand the cause, impact, and solution.
- Adopting a values-based approach when dealing with customers
- Ensuring that all activities and duties are carried out in full compliance with regulatory requirements whilst adhering to relevant Policies and Standards.
- Guaranteeing vulnerable customers are identified and supported appropriately.
- Using internal systems correctly to ensure that a customer's records are accurately maintained and up to date
- Improved customer satisfaction by promptly resolving complaints and enquiries.
- Maintaining high service standards to boost customer retention with detailed records of customers' interactions and adjustments to accounts.
- Managing escalated concerns professionally, always ensuring customer satisfaction.
- Providing accurate product information to assist in decision making process of customers.
- Coordinating with other departments for seamless customer service delivery.
- Resolving complaints by ensuring appropriate and timely compensation, boosting customer satisfaction levels.
- Supporting continuous improvement initiatives through collection of customer feedback to inform future business processes.
Business Development/ Relationship Manager
Zenith Bank PLC
Lagos, Nigeria
11.2007 - 02.2022
- Worked collaboratively across multiple channels, personalizing customer interactions to achieve great outcomes. Built and maintained strong relationships by understanding each client's financial goals, challenges, and needs, and providing solutions tailored to their individual circumstances.
- Broke down complex issues and customer queries, assimilating a wide range of information to fully understand the cause, impact, and potential solutions.
- Analyzed multiple client's financial position and offered customized financial solutions, leveraging the bank's portfolio to meet their specific objectives. Ensure recommendations align with both their needs and risk tolerance.
- Adopted value-driven approaches when engaging with customers, ensuring integrity, transparency, and respect in all interactions.
- Ensured all activities were conducted in compliance with relevant regulatory requirements, policies, and standards. Provide oversight to ensure vulnerable clients were identified and supported appropriately.
- Assessed short to medium-term financial risks associated with client needs, such as overdrafts, mortgages, term loans, trade finance, guarantees, and invoice discounting. Recommended well-structured/rationalized credit solutions across various industries and monitored international trade /foreign exchange transactions.
- Identified, onboarded, and tailored solutions for both corporate and retail prospects. Conducted comprehensive KYC and due diligence checks to ensure transparency and legal compliance.
- Built and maintained strong client relationships by understanding their financial goals, challenges, and risk tolerance. Leveraged data from investment portfolios and cash flows to identify trends, insights, and areas for improvement.
- Took ownership of resolving client queries and complaints in a timely manner, ensuring customer satisfaction and retention. Oversaw administrative functions, ensuring that client records and interactions are maintained accurately and compliantly.
- Developed tailored solutions, integrating a range of financial products and services from the bank's portfolio to meet the client's specific objectives.
- Effectively communicated the value of proposed solutions, justified recommendations, and negotiated favourable terms for both the client and the bank.
- Provided expert advice on investments, risk management, and wealth strategies. Kept clients informed about market trends to ensure a positive long-term relationship.
- Evaluated financial, legal, and operational risks associated with client relationships, implementing strategies to minimize potential losses.
- Maintained accurate records of all client interactions, transactions, and agreements. Used these insights to support product development and the bank's overall strategy.
- Tracked client satisfaction, revenue, and key metrics to assess the success of relationship management initiatives.
- Successfully grew funds from $1m to $20m, while managing the acquisition/expansion of MSME commercial clusters and large corporates.
- Developed products and financial solutions that drive business growth, including those for the acquisition of properties in trading clusters.
- Worked with team members to ensure compliance with KYC, AML, and due diligence procedures. Regularly assessed the risk associated with financial products and services, taking action to mitigate potential risks.
- Monitored industry trends and developments to identify opportunities for improving processes, procedures, and service offerings. Proactively adapted business strategies to address market changes and enhance client satisfaction.
- Enhanced business partnerships with both internal and external stakeholders, utilizing virtual and physical meetings to build and strengthen relationships. Negotiated strategic business deals across specific sectors and applied advocacy strategies to maximize mutual benefits.
Education
MSc - Operations and Supply Management
Swansea University
SwanseaMBA - Business Administration (International Business)
Lincoln University
Oakland, CaliforniaB.Sc. - Hospitality and Tourism Management
Imo State University
Owerri, NigeriaSkills
- Strong financial acumen and risk management knowledge
- Excellent communication, negotiation, and relationship-building skills
- Ability to analyze complex data and provide actionable insights
- Understanding of industry trends, regulatory environment, and competitive forces
- Excellent Communication
- Business Development
- Excellent time management skills
- Exceptional interpersonal communication
- Skilled multitasker
- Adherence to high customer service standards
Affiliations
- Travelling
- Watching movies
- Gardening
Accomplishments
- Successfully managed and expanded MSME lending portfolios, developing products tailored to the needs of commercial clusters.
- Identified and built strategic business relationships across various sectors, driving revenue growth and client loyalty.
- Improved business processes by identifying current trends and developments, ensuring continuous improvement in service delivery.
- Recommendations for exceeding multiple set targets for income optimization and deposit mobilization.
- Received multiple recognitions for consistently scoring high on Customer's NPS survey.
References
References available upon request.
Certifications
- Intermediate Credit, Leadership Paradigm, 2020
- Intermediate Credit, IBFC Alliance, 2019
- High Performance Sales Person, TERCHI DEVELOPMENT SERVICES, 2018
- Effective Selling, Negotiation and CRM, SELLING SKILLS SUPPORT SERVICES, 2017
- Operational Risk, Sustainability, Environmental and Social Risk Management, H.PIERSON, 2016
- Leadership 102- Leading and managing people, MCPHILIPS STEPHEN CO., 2015
Timeline
Customer care colleague
BARCLAYS BANK
04.2023 - 11.2024
Business Development/ Relationship Manager
Zenith Bank PLC
11.2007 - 02.2022
MSc - Operations and Supply Management
Swansea University
MBA - Business Administration (International Business)
Lincoln University
B.Sc. - Hospitality and Tourism Management
Imo State University
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