Chernoby Okpala

I possess a decade of extensive experience in transactional banking management, branch operations, regulatory compliance, personal banking and loan assets. My track record is defined by a steadfast commitment to maintaining zero-fraud standards, customer fulfilment and a proactive drive to implement process improvements while strictly adhering to industry regulations and best practices.

Domestic Operations Officer at First Generation Mortgage Bank Ltd (2016-06 – Present)

• Executed high-volume, error-free operations transactions while maintaining zero-fraud tolerance standards.
• Managed loan booking disbursement, part-liquidation, termination and restructuring.
• Reconciled complex electronic transactional disputes and enhanced customer fulfillment.
• Prepared weekly, monthly and quarterly Branch Operations reports for management committee.
• Driven and recommended best-in-class standard operating procedures.
• Ensured 100% compliance with CBN, NDIC, FMBN, FIRS regulatory requirements.
• Process timely and accurate bank transactions across multiple channels.
• Manage staff salary payments and coordinate other salary schedules.
• Handle customer complaints focusing on swift resolution and prioritizing service quality and excellence.
• Identify branch services gaps and provide problem solving recommendations to Head, Branch Operations.
• Respond to queries and complaints by providing feedback on customer complaints resolutions.
• Drive continuous process improvements to enhance branch operations efficiency.

Business Manager at Kingdom Heritage Nig. Ltd (2012-04 – 2014-06)

• Designed and executed business development strategies that generated and sustained sales growth.
• Built result-oriented client networking and referral systems and expanded customer base.
• Streamlined administrative processes and improved service delivery efficiency.
• Led business development initiatives and managed sales operations.
• Provided administrative and logistics support across departments.
• Procured equipment, services, supplies and managed vendor relationships.
• Conducted routine maintenance checks on company vehicles, equipment and supplies.
• Prepared business reports and delivered presentations.

Bachelor of Arts in History and International Studies – Nnamdi Azikiwe University, Awka (2005 – 2009)

West African Senior School Certificate – Dennis Memorial Grammar School, Onitsha (1996 – 2002)