NNAEMEKA HYGINUS UGOCHUKWU
Bradford,WEST YORKSHIRE
Summary
Goal-oriented manager with distinguished experience in Digital payment and banking industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent. Results-driven with record of success in enabling strong revenue growth through end-to-end sales management. Focused on continuous improvement using market knowledge, competitor research, innovation, and team motivation. Always looking for opportunities to bring in and retain customers.
Overview
19
19
years of professional experience
1
1
year of post-secondary education
Work history
Fraud Prevention
Santander UK
Bradford
11.2024 - Current
- Leveraged real-time transaction monitoring tools to monitor and detect fraudulent transactions and account activities
- Proactively identified and reported suspicious activity in real-time for prompt investigation and prevention by utilising improved technology and analytical tools.
- Reviewed flagged transactions and conducted investigations to verify or escalate possible fraud cases with customers.
- Conducted thorough reviews of suspected fraud cases using reliable historical data and customer survey responses on fraud, obtaining and evaluating evidence to determine the extent and dynamics of the scam.
- Participated in periodic reviews of procedures and processes for preventing fraud and other financial crimes by engaging technology and the appropriate team.
- Ensure compliance with relevant laws and regulations related to fraud and other financial crimes, such as AML (anti-money laundering) and KYC (know your customer) requirements.
- Collaborated with key stakeholders to enhance security measures and transaction controls
- Completed relevant knowledge and skills acquisition training and participated in scheduled workshops, internal fraud-prevention stakeholder engagement, and other continuous improvement programs.
- Engaged other key external stakeholders, such as law enforcement and regulatory agencies, to report significant fraud cases and participate in joint investigations when necessary.
- Worked closely with internal departments, such as risk management, legal, and compliance, to ensure a coordinated response to fraud incidents.
Fraud Payment Specialist
Santander UK
Bradford, England, West Yorkshire
08.2023 - 11.2024
- provided efficient customer engagement as the first point of contact for customer inquiries, queries, and concerns relating to fraud, scams, unauthorized payments, and any other payment issues
- Championed customer engagement effectively through accurate reporting of non-plastic and card
fraud and scams. - Assisted customers in processing cleared payments to both internal and external beneficiary
accounts leveraging available payment platforms - Examined transaction data and payment history for probable fraudulent activity and adopted necessary risk-mitigation measures.
- Assisted customers in processing cleared payments to both internal and external beneficiary accounts, leveraging payment platforms such as BACs, and CHAPs, for direct debit, faster payments, and bulk upload payments.
- Closely worked with other teams to ensure the closure of customer-escalated fraud cases and raised
accurately fraud or scam-related cases - Carried out detailed reviews of customer fraud or scam cases and provided adequate feedback
where required - Leveraged current fraud protection methods, technologies, and industry best practices to provide effective customer fraud and scam support, education, and prompt complaint resolution.
- Efficiently followed through on customer complaints and ensured feedback on resolution was well
provided when required - Communicated with clients straightforwardly and succinctly, addressing complicated issues related to fraud protection and payment security.
- Refer difficult issues or high-risk cases to responsible teams in charge to ensure quick and effective resolution.
- Sensitized customers on fraud protection measures, empowered them on secure payment practices, and alerted them to potential dangers.
Customer Service Agent
Safestyle UK
Bradford, West Yorkshire
06.2022 - 09.2022
- Delivered consistently excellent customer service to guarantee positive company experiences.
- Collaborated well with other customer agents to deliver consistent service across various platforms.
- Logged customer information and data in secure systems, maintaining GDPR compliance.
- Leveraged dashboards such as power BI, and other virtualizatio tools to generate and provide performance reports
- Addressed and resolved customer complaints in line with company guidelines and within target timeframes.
- Maximised sales revenue growth by successfully identifying up- and cross-selling opportunities.
- Exceeded targets with strong rapport building and product knowledge.
- Recorded and processed customer data accurately.
Support Worker
Health Care Agencies
Bradford, West Yorkshire
02.2022 - 06.2022
- Provision of care support to service users by assisting in all aspects of their hygiene and prioritizing patient dignity, privacy, and independence.
- Delivered care plan goals while responsibly managing client budget.
- Monitored and accurately recorded physical and emotional well-being of individuals, reporting changes to care managers.
- Continuously promoted best practices in health, safety, and security, strictly following H&S policies.
- Delivered high-quality care to individuals with varying needs, tailoring support to meet personalized care plans.
- Used excellent communication and interpersonal skills to engage and interact with individuals in need.
Manager Digital Payment
Ecobank
12.2019 - 02.2022
- Responsible for ideation and innovation for consumer payments, liability, and lending products.
- Delivered on Implementation and management of key digital payment channels such as ATMs, mobile apps, Online, USSD, e-commerce, payroll payments, and card-related products
- Understanding of regulatory frameworks, policies, and digital payment process documents.
- Achieved growth in onboarding and usage of single and bulk payment online banking platforms for both retail and business banking customers.
- Leveraged business analytical tools such as Power BI, python, tableau, and other data virtualization tools in analysing and generating performance reports for management decision-making purpose
- Coordinated successful implementation of key projects that impacted on banks' profitability whilst managing stakeholders' engagement
- Coordinated implementation of payment platforms, such as retail online banking and business banking payment platforms with major features for single, bulk, 3rd party provider open banking APIs, and payroll payment systems, working closely with both key stakeholders to develop, test, and deploy the solutions while engaging regulators to achieve successful deployment.
Transaction Manager Commercial Business
Sterling Bank Plc
06.2018 - 11.2019
- Developed and managed new and existing businesses through the presentation of tailored cash management products to commercial banking clients
- Provided first-level customer service and support to new and existing clients
- Achieved customer onboarding growth across transaction banking payment and collection solutions through efficient client engagement and support
- I worked closely with the various regions to drive the usage of payroll payment platform to corporate and commercial clients for payment of salaries, loan uploads, and processing of HVT payments
- Contributed to growth in revenue across transaction banking product lines through excellent client experience, support, and timely issue resolution
- engaged with key stakeholders to review business and regulatory frameworks to ensure compliance with the policies
- Provided business insight and performance reports to management by leveraging MIS and Power BI tools
Manager, Card and Mobile Banking
Unity Bank Plc
09.2014 - 05.2018
- Collaborated directly with the project team and Technology to Design, Implement, carry out different levels of testing, deploy, and manage the bank's mobile banking, USSD, and online digital payment initiatives
- Increased new customer acquisition and issuance of our various card types (Verve and MasterCard) by 70%
- Partnered with key stakeholders to engage CBN and other regulatory bodies to obtain the USSD wallet license and open banking API integration schemes.
- I worked closely with technology and other key stakeholders to develop data protection framework around management of data and customer protection policy
- Developed and implemented strategies to drive other card schemes and mobile money initiatives such as Bank's USSD channel, Social banking, and prepaid card programs to drive new customer acquisition, liability and revenue generation
- Grew the Bank's new account acquisition and active customer base through implementation of online-based account, e-wallet, and card-based schemes for retail segment
- Coordinated stakeholder engagements and rendered timely management performance reports.
- Periodic reviews of payment policies and regulatory guides on AML, fraud, and digital payment implementation are necessary to ensure strict adherence to regulatory policies.
Product Manager Payment and Collections
Fidelity Bank Plc
04.2011 - 08.2014
- Developed strategic business processes to drive payment, eCommerce, and collection services to both corporate and public sector clients
- Implemented successful platform setup of top Corporate clients on the e-payment and collection platforms
- Implemented and deployed Corporate payroll solutions to both SMEs and commercial clients
- Supported account managers to drive new clients acquisition in all locations (payroll mandate, payroll account recruitment and third-party payments)
- I worked directly with the HR and payroll administrators to ensure file uploads were successfully processed and beneficiaries received their payments
- Generate payment upload reports and provide CSV, PDF, Excel, and other export formats to enable 3rd-party clients to access processed payments directly by leveraging API integrations.
- Achieved business insight and provided first-level client support
- Evaluate product performance and provide weekly report
- Coordinated project planning and execution with team members and team leads.
- Conducted continuous evaluations to improve products and the user experience.
- Developed product documentation to communicate and align key components of upcoming features and products with internal teams.
- Helped incorporate product changes to drive customer engagement and firm profits.
- Set goals, formalize policies, and enforce operational standards to maximize team performance and keep projects on-task.
Product Manager
First City Monument Bank Plc
10.2008 - 12.2010
- Drove adoption, utilization, revenue growth on alternate channels through the provision of first-level customer service and seamless user experience and Managed interface between retail Alternate Channel customers and various channel Managers to ensure effective solution delivery.
- Conducted continuous evaluations to improve products and user experience.
- Consulted with product development teams to enhance offerings based on customer data.
- Championed customer experience throughout product development process.
- Accurately forecasted sales by analysing market and customer data.
Electronic Banking Officer
United Bank For Africa
06.2006 - 09.2008
- Managed and supported electronic banking platforms and worked closely with IT to implement new product initiatives whilst achieving growth in usage and new customer base
- Introduced a customer-focused service platform to retain and grow new business relationships.
- Carried out periodic testing of the e-banking products to provide detailed feedback on user experience
- Conducted periodic customer survey and feedback sessions to collate and analyse platform performance and product improvement
- Grew customer onboarding on electronic banking channels by over 70% annually.
- Supervised branch operations to spur continuous improvements and enhance service delivery.
- Implemented best practices marketing techniques to drive revenues and increase sales.
Education
NVQ Level 2 - The Prevention and Management of Violence and Aggression
Valley Training Services
United Kingdom 03.2022 - 03.2022
Certificate of Higher Education - Anti Money Laundering (AML) and Financial Crime
High Speed Training
United Kingdom 01.2024 - 01.2024
Certificate of Higher Education - Anti money laundering and financial crime
Acumen Global Academy Ltd
London 11.2023 - 11.2023
Certificate of Higher Education - AI Ethics and Governance Program
AITECH UK
United Kingdom 05.2023 - 05.2023
Master of Science - Artificial Intelligence and Date Science
University of Bradford
Bradford 01.2022 - 07.2023
Master of Science - Management
University of Lagos
Lagos10.2019
Certificate of Higher Education - Build and Manage a Profitable SME Card Program
Mastercard Academy
Dubai United Arab Emirates 11.2016 - 11.2016
Certificate of Higher Education - Digital Financial Services for Mobile Financial business services
Helix Institute of Digital Finance
Nigeria 07.2016 - 07.2016
Bachelor of Science - Physics Electronics
University of Lagos
Lagos06.2004
Skills
- Strong analytical skills
- Problem-solving skills
- Excellent attention to details
- Efficient Customer service
- Data and Business insights
- Product/project Management
- Understanding of regulatory requirements and operational risks
- Fraud/scam and AML Analytics
- Single and bulk payment processing
- Power BI, Tableau, and Python
Timeline
Fraud Prevention
Santander UK
11.2024 - Current
Certificate of Higher Education - Anti Money Laundering (AML) and Financial Crime
High Speed Training
01.2024 - 01.2024
Certificate of Higher Education - Anti money laundering and financial crime
Acumen Global Academy Ltd
11.2023 - 11.2023
Fraud Payment Specialist
Santander UK
08.2023 - 11.2024
Certificate of Higher Education - AI Ethics and Governance Program
AITECH UK
05.2023 - 05.2023
Customer Service Agent
Safestyle UK
06.2022 - 09.2022
NVQ Level 2 - The Prevention and Management of Violence and Aggression
Valley Training Services
03.2022 - 03.2022
Support Worker
Health Care Agencies
02.2022 - 06.2022
Master of Science - Artificial Intelligence and Date Science
University of Bradford
01.2022 - 07.2023
Manager Digital Payment
Ecobank
12.2019 - 02.2022
Transaction Manager Commercial Business
Sterling Bank Plc
06.2018 - 11.2019
Certificate of Higher Education - Build and Manage a Profitable SME Card Program
Mastercard Academy
11.2016 - 11.2016
Certificate of Higher Education - Digital Financial Services for Mobile Financial business services
Helix Institute of Digital Finance
07.2016 - 07.2016
Manager, Card and Mobile Banking
Unity Bank Plc
09.2014 - 05.2018
Product Manager Payment and Collections
Fidelity Bank Plc
04.2011 - 08.2014
Product Manager
First City Monument Bank Plc
10.2008 - 12.2010
Electronic Banking Officer
United Bank For Africa
06.2006 - 09.2008
Master of Science - Management
University of Lagos
Bachelor of Science - Physics Electronics
University of Lagos
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