Agboolacole@yahoo.com

Operations and service delivery professional with 20+ years leading high-volume, customer-facing teams in a fast-paced, regulated financial-services environment. Directly managed cash management services — including cash reconciliation, currency processing, and ATM cash supply — across a 217-branch network, and directed FX deal booking and settlement and a Bankers' Acceptance portfolio exceeding $250M earlier in career. Deep people-management background, including staff onboarding, training, performance management, attendance and leave administration, coaching, and employee relations — with direct experience on a Disciplinary Committee, in union negotiations on the management side, and trained in industrial labour relations through the Institute of Personnel Management of Nigeria (IPM).

Skilled at addressing escalated customer concerns, maintaining confidentiality, and ensuring accuracy, compliance, and accountability in financial and operational controls. Proven process-improvement track record, including a 35% increase in a customer-facing service metric and a 50% reduction in transaction processing time, grounded in Plan-Do-Check-Act (PDCA) discipline from leading an ISO 9001 certification.

Divisional Head, Internal Control at Unity Bank (2018-09 – 2026-01)

• Ensured accuracy, compliance and accountability in financial and operational controls across a 217-branch network, including audit activities, reconciliation reviews, and inventory and record accountability.
• Identified and implemented a process improvement to the accounts reactivation workflow in response to customer feedback, delivering a 35% increase in the reactivation rate — a direct example of using data to improve customer-facing service.
• Investigated escalated operational and fraud-related issues through root-cause analysis, maintaining strict confidentiality while driving corrective fixes and reporting outcomes to senior leadership and the Board.
• Reviewed financial statements and reconciliation records across the branch network to ensure alignment with policy and regulatory requirements.

Divisional Head, Operations, Technology, Electronic Banking and Shared Services at Unity Bank (2014-08 – 2018-08)

• Directed Cash Management Services — including cash reconciliation, bullion van logistics, currency processing, and ATM cash supply — across a 217-branch distribution network.
• Led nationwide recruitment, onboarding, and training of the operations workforce, and practiced ongoing capacity planning to ensure the right combination of skills was in place at every location.
• Served as a standing member of the bank's Disciplinary Committee, engaged directly in grievance and disciplinary case management, and participated in union negotiations on the management side; trained in industrial labour relations through the Institute of Personnel Management of Nigeria (IPM).
• Built and led a high-performing, multi-layered leadership team of 760+ staff across a high-volume, fast-paced service environment, fostering accountability, coaching, and continuous improvement.
• Directed operational risk and compliance oversight, including cybersecurity and business continuity planning, and addressed escalated customer and stakeholder concerns as part of day-to-day leadership.

Regional Operations Manager at First City Monument Bank (FCMB) (2006-04 – 2014-03)

• Served as Lead Auditor on the Total Quality Management ISO 9001 certification team, applying Plan-Do-Check-Act (PDCA) discipline to embed quality and process standards across newly opened and existing branches.
• Directed a Centralization of Processing initiative, training 120+ staff through a change-managed transition across 20 branches, standardizing workflow and service delivery practices.
• Grew the northern Nigeria branch network from 5 to over 100 branches, personally recruiting and training operations staff for each new customer-facing location.

Branch Operations Head, Abuja / Deputy Head, Treasury Operations at Citibank Nigeria (2001-02 – 2006-03)

• Directed booking and settlement of FX deals and reconciliation of a Bankers' Acceptance portfolio exceeding $250M, and managed correspondent banking relationships.
• Redesigned the branch-to-head-office funds transfer process, cutting steps and posting time by 50%; received the Pioneer Quality Improvement Award for the process-improvement result.

MBA in Management – Ogun State University (2001)

B.Sc. in Sociology and Anthropology, Second Class Upper – Obafemi Awolowo University (1990)

Advanced Leadership Program – Queen's Business School, Canada