OPEMITITI AKINOLA
Manchester, UK
Summary
Experienced operations professional with expertise in customer service, complaint management and case support. Skilled in handling complex and sensitive issues, investigating queries and liaising with internal teams to ensure accurate, fair and compliant outcomes. Recognised for strong analytical thinking, attention to detail and effective decision making in high pressure environments. Proactive and customer focused, with a clear understanding of governance, regulatory standards, and complaint handling processes. Trusted to lead by example and support colleagues in developing best practices.
Overview
5
5
years of professional experience
2021
2021
years of post-secondary education
1
1
Certification
Work history
Mandates & Business Customers Operations Analyst
NatWest Group
Manchester
03.2025 - 01.2026
- Manage complex business banking queries regarding mandates, signatories, and account access, ensuring accurate resolution and compliance.
- Gather and clarify customer information to support investigations, maintaining accuracy, regulatory compliance, and fair outcomes.
- Mentor and guide colleagues through live shadowing and process demonstrations (virtual and in-office), embedding service excellence.
- Log and escalate complaints accurately, liaising with Case Handlers and dedicated Complaints Handlers to ensure proper governance.
- Apply strong attention to detail in capturing customer information and ensuring compliance with KYC, AML, and data protection regulations.
- Organise and prioritise high volumes of cases, maintaining efficiency while ensuring quality outcomes.
- Communicate effectively with customers during sensitive and challenging conversations, demonstrating empathy, professionalism, and resilience.
Customer Support & Operations Advisor
Firstsource Solutions Ltd (with NatWest Group)
Middlesbrough
04.2024 - 03.2025
- Delivered professional support to customers across complex banking, lending, and account management queries.
- Resolved complaints and disputes by actively listening, explaining options clearly, and ensuring fair outcomes.
- Supported new colleagues undergoing training by observing calls and demonstrating correct processes, ensuring consistency and adherence to quality standards.
- Collaborated with internal teams (fraud, credit, and operations) to resolve escalations efficiently and maintain service standards.
- Managed customer records, mandates, and authorised user information, ensuring regulatory compliance and accurate documentation.
Operations manager
Lex Logistics
Ibadan
05.2022 - 11.2023
- Managed day-to-day logistics operations, including coordinating shipments, deliveries, and client orders to ensure timely and accurate service.
- Maintained client relationships by addressing concerns, providing updates, and ensuring satisfaction with services.
- Oversaw finances and record keeping, including invoicing, payments, and cash flow tracking, ensuring accuracy and accountability.
- Mentored junior staff and trained new team members on operational procedures, improving team capability and consistency.
- Supported operational problem solving, resolving issues with deliveries, client queries, or internal processes efficiently.
Accounts & Client Support Assistant
Nigerian Union of Teachers, NUT
Ibadan
05.2021 - 04.2022
- Assisted members with pension queries, life benefits, and financial requests, providing timely and accurate guidance.
- Maintained accurate accounts of monthly loan deductions, pension contributions, and repayments, ensuring confidentiality and compliance.
- Provided members with clear options while adhering to union procedures, guidelines, and policies.
- Supported union objectives independently and collaboratively, contributing to member satisfaction and smooth operations.
- Developed strong interpersonal and communication skills through handling sensitive benefits-related conversations.
Education
Bachelor of Science - Banking and Finance
Federal University Of Agriculture
Ogun State, NigeriaGCSEs -
SACRED HEART CATHOLIC COLLEGE
Ogun State, NigeriaSkills
- Analytical & Investigative Thinking
- Attention to Detail & Accuracy
- Regulatory Compliance Awareness (KYC, AML, Data Protection)
- Complaint Resolution & Case Support
- Problem Solving & Decision Making
- Time Management & Prioritisation
- Team Collaboration & Adaptability
- Strong Interpersonal & Communication Skills
- Active Listening & Empathy
- Microsoft Excel, Word, Outlook, Teams & banking systems
Certification
- Jobberman Soft-Skill Training – Jobberman Nigeria
- Cognitive Assessment (Pymetrics, now Harver)
- Anti-Money Laundering (AML) Awareness Training
- Introduction to Analytics - Great Learning
Key Achievements
- Maintained 100% quality assurance scores for six consecutive months, ensuring compliance, accuracy and adherence to process standards
- Consistently achieved 100% positive client feedback in a single month, reflecting strong communication and customer focus.
- Mentored new colleagues by providing live shadowing and process demonstrations, strengthening team capability.
- Awarded Best Performance of the Week for exceptional service delivery and operational efficiency.
- Nominated for NatWest Winning Together Awards, recognising collaboration and impact on team performance
Timeline
Mandates & Business Customers Operations Analyst
NatWest Group
03.2025 - 01.2026
Customer Support & Operations Advisor
Firstsource Solutions Ltd (with NatWest Group)
04.2024 - 03.2025
Operations manager
Lex Logistics
05.2022 - 11.2023
Accounts & Client Support Assistant
Nigerian Union of Teachers, NUT
05.2021 - 04.2022
GCSEs -
SACRED HEART CATHOLIC COLLEGE
Bachelor of Science - Banking and Finance
Federal University Of Agriculture