Juliana Okoro

A versatile Bank Operations, Administration & Compliance Leader with over 9 years of hands-on experience in banking and corporate environments. Proven track record of growth as a banker, moving from an entry-level front desk role to head of operational leadership through strong performance. Experienced in managing teams, maintaining 100% audit and regulatory compliance (KYC/AML), and managing budgets, financial advice, retail banking and money order effectively.

A forward-thinking manager skilled at keeping operations running smoothly while using everyday AI tools to automate daily tasks, simplify workflows, and reduce office costs.

Head of Administration & Global Operations at IBS Integrated Building Services Ltd (2022-03 – Present)

Architectural firm

• Established and enforced stringent workplace health, safety, and physical security standards in alignment with organizational mandates and legal regulations
• Supervise, verify, and track purchase orders, vendor invoices, and financial documentation to streamline procurement and ensure flawless corporate financial reporting
• Lead and manage administrative and facilities operations for a team of 7 professionals, ensuring 100% business continuity
• Championed a strategic vendor-management and procurement overhaul that effectively slashed office operating and supply costs by 30% without sacrificing service quality
• Architected and deployed a secure, structured digital filing and record-management framework, increasing data retrieval efficiency by 80% and mitigating physical asset security risks

Acting Head of Operations at Abbey Mortgage Banker Plc (2021-10 – 2022-01)

• Led branch operations, ensuring compliance with CBN Regulations, internal policies, and banking procedures
• Supervised transaction processing, cash management, and customer service operations while maintaining strong Internal Controls
• Ensured adherence to AML (Anti-Money Laundering) requirements, Customer Due Diligence (CDD), and Know Your Customer (KYC) procedures
• Oversaw Transaction Monitoring activities to identify unusual transactions and support regulatory compliance
• Maintained zero operational losses resulting from process failures
• Achieved 100% compliance with internal control and regulatory requirements during audits
• Improved transaction turnaround time through process monitoring and operational oversight
• Supported branch profitability through efficient operations and risk management practices

Customer Account Service Officer at Abbey Mortgage Bank Plc (2021-05 – 2021-09)

Team Lead

• Led account onboarding and documentation review processes across 10 branches
• Performed Customer Due Diligence (CDD) and KYC reviews to ensure compliance with AML regulations and CBN requirements
• Conducted Risk Assessment of customer documentation and account opening requests
• Guided account officers on AML requirements, KYC standards, and documentation quality assurance
• Reviewed and approved customer accounts while ensuring adherence to regulatory and compliance standards
• Achieved 100% KYC and CDD compliance during internal audits
• Successfully coordinated account onboarding activities across 10 branches
• Processed and reviewed over 2,000 customer accounts within a single quarter while maintaining full compliance with regulatory requirements
• Earned management recognition for exceptional team performance and service delivery

Customer Service Representative at Abbey Mortgage Bank Plc (2017-10 – 2021-04)

• Managed customer onboarding, account maintenance, account reactivation, and account closure processes
• Ensured compliance with AML, KYC, and Customer Due Diligence requirements during customer interactions
• Investigated customer complaints and resolved service issues in line with banking regulations and service standards
• Maintained accurate customer records and ensured data integrity within banking systems
• Exceeded annual customer acquisition and marketing targets by 100%
• Increased customer adoption of e-banking services through customer education initiatives
• Supported branch deposit mobilization and customer retention efforts
• Maintained high service quality while ensuring compliance with regulatory requirements

Teller at Abbey Mortgage Banker Plc (2016-12 – 2017-09)

• Processed customer deposits, withdrawals, transfers, and account transactions accurately and efficiently
• Performed daily Account Reconciliation and cash balancing activities
• Verified customer signatures and transaction authorizations before processing payments
• Maintained compliance with Internal Controls, operational procedures, and cash handling policies
• Maintained zero cash shortages and overages throughout tenure
• Consistently met reconciliation deadlines with high levels of accuracy
• Supported branch growth through cross-selling banking products and services

Front Desk Officer at Abbey Mortgage Bank Plc (2015-06 – 2016-11)

• Served as the first point of contact for customers and visitors, providing professional customer support
• Managed customer inquiries, complaints, and service requests
• Mobilized over ₦5 Million in deposits within six months of the probation period
• Contributed to new customer acquisition through effective customer engagement and service delivery
• Earned promotion opportunities through strong performance and commitment

Class Teacher at National Youth Service Corps (NYSC) (2013-02 – 2014-02)

Skill Acquisition and Entrepreneurship Development (SAED), NYSC

• Improved student academic performance, contributing to a 70% increase in students achieving strong grades in Social Studies examinations
• Developed and implemented learning support strategies that enhanced student engagement and understanding
• Independent Monitor NYSC Community Development Service (CDS) project: Introduced a house-marking system that improved visual tracking during house-to-house vaccination campaigns

Bachelor of Arts in History and International Relations – Abia State University, Uturu (2007 – 2012)