Ojewole Olutoyin

Results-driven client service and operations leader with over 15 years of progressive experience in banking industry, leading high-volume service teams, improving customer experience, managing escalations, and driving operational excellence across banking and client-facing environments. Proven success in leadership, workforce planning, coaching, performance management, service delivery, stakeholder engagement, and continuous improvement initiatives. Strong background in managing frontline teams, supporting team leads, improving service standards, resolving complex client issues, and ensuring compliance with policies and operational procedures.

Recognized for building collaborative, client-focused cultures and delivering measurable improvements in service quality, staff engagement, and business performance.

Manager, Customer Experience at TD Bank (2025-11 – Present)

• Provide leadership and operational oversight to frontline banking teams delivering high-volume client service across multiple service channels.
• Support employee performance management, coaching, development planning, and service quality improvement.
• Manage escalated customer concerns and provide risk-based decision-making to ensure timely and effective resolution.
• Monitor service delivery standards, identify operational gaps, and implement improvements to enhance client satisfaction and efficiency.
• Foster a collaborative, high-performance workplace culture focused on service excellence and accountability.

Banking Advisor at TD Canada Trust (2023-06 – 2025-11)

• Deliver client-centered financial advice and tailored banking solutions aligned with customers' goals and service standards.
• Support proactive outreach, relationship management, and issue resolution to improve client retention and satisfaction.
• Ensure compliance with internal policies, procedures, and regulatory requirements while maintaining service excellence.
• Collaborate with internal specialists and frontline teams to ensure seamless client support and operational effectiveness.
• Delivered high-volume frontline customer service while maintaining operational accuracy and compliance.
• Resolved client concerns, escalated complex issues appropriately, and ensured positive service outcomes.
• Supported operational process improvements and contributed to branch performance targets and service excellence goals.
• Assisted in creating an inclusive, collaborative work environment while supporting team effectiveness and employee engagement.

Business Development / Customer Relationship Manager at Zenith Bank Plc (2012 – 2023)

• Led branch operations, client service delivery, and relationship management for over 500 individual clients and 100+ corporate accounts.
• Supervised, coached, and mentored a team of 7 advisors, driving strong employee performance and achievement of branch service targets.
• Increased branch sales volume by 25% through strategic client acquisition, service delivery improvements, and relationship-building initiatives.
• Improved referral generation by 48% by strengthening stakeholder relationships and service engagement strategies.
• Managed escalated customer issues, resolved service concerns, and strengthened long-term client retention.
• Produced weekly operational and performance reports to support leadership decision-making and continuous improvement.
• Ensured consistent application of policy, compliance requirements, and service standards across branch operations.

Procurement and Administrative Officer at Zenith Bank Plc (2008 – 2012)

• Supported operational leadership and branch administration across procurement, facilities, reporting, and stakeholder coordination.
• Managed internal communications, vendor relationships, and administrative systems to ensure smooth service delivery.
• Coordinated meetings, reporting, logistics, travel, and office operations while maintaining high standards of service and compliance.
• Delivered performance reports and administrative support for executive leadership and operational decision-making.

Master of Public and International Affairs in MPA – University of Lagos, Nigeria (2012 – 2014)

Bachelor of Public Administration in Public Administration – University of Abuja, Nigeria (2002 – 2006)

Diploma in Cybersecurity – ABM College of Technology, Toronto, Canada (2023 – 2024)