About
Data-driven Product Manager with experience in digital product development across multiple African markets. Skilled in leveraging data analysis to inform decision-making processes and enhance product performance. Customer experience enthusiast, with a passion for leveraging technology to enhance user satisfaction and drive business growth.
Work
United Bank for Africa
|Product Manager (USSD & SMS Banking)
Lagos, Lagos State, Nigeria
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Summary
Led digital banking product development, strategy, and market expansion for USSD and SMS channels across 19 African countries, significantly increasing market share and profitability.
Highlights
Drove significant market share growth for UBA's USSD products from 5% (5th place) to 20% (2nd place) in the industry by end of 2023, demonstrating effective strategic planning and execution across 19 African countries.
Spearheaded cost-saving initiatives that boosted USSD and SMS banking profitability by 52% and 137% respectively in UBA Nigeria and its subsidiaries.
Optimized the *919# user flow in collaboration with UI/UX teams, successfully reducing transaction drop-offs by 20%.
Led end-to-end product vision, strategy, and roadmap development, utilizing agile methodologies and data analytics to deliver high-quality solutions and enhance UBA's Magic Banking features.
Managed key stakeholder relationships and communicated product updates to executive leadership, ensuring alignment and support for product initiatives across the entire lifecycle.
Zenith Bank Plc
|Team Lead, Zenith Direct
Lagos, Lagos State, Nigeria
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Summary
Supervised and coordinated a 20+ member customer service team, leveraging data analysis and training to improve service delivery and contribute to digital product enhancement.
Highlights
Managed and coordinated a team of 20+ customer service executives, ensuring effective banking support across multiple communication channels.
Analyzed customer insights and service metrics to provide data-backed recommendations, directly contributing to product improvement for e-channels like ZIVA WhatsApp chatbot and Zenith Mobile App.
Trained teams on CRM tools and developed performance plans, enhancing response time and overall operational efficiency.
Prepared comprehensive daily, weekly, and monthly reports on customer complaints, system performance, and team productivity for management review.
Zenith Bank Plc
|Customer Service Executive
Lagos, Lagos State, Nigeria
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Summary
Provided multi-channel banking support, consistently achieving high customer satisfaction and driving significant revenue through targeted campaigns.
Highlights
Delivered efficient multi-channel banking support to customers, consistently achieving a 95% customer satisfaction rating.
Spearheaded an outbound dormant account reactivation campaign, generating N1.9 billion in DDA in 2018.
Utilized CRM systems for efficient complaint tracking and documentation, while actively cross-selling bank products to meet customer needs.
Recognized for exceptional customer service and leadership attributes, earning a supervisory role promotion within 2 years of employment.
Education
University of Lagos
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MSc
Economics
Ekiti State University
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BSc (Ed)
Economics
Certificates
Data Analytics Fellowship
Issued By
Quantum Analytics
Data Analytics Virtual Experience
Issued By
EntryLevel.net
Operational Risk, Sustainability, Environmental & Social Risk Management Training
Issued By
Control Edge Consulting Limited
The Effective Communication, Business Writing and Presentation Course
Issued By
Greenfield Consult
Customized Contact Centre and Quality Assurance Skills Training
Issued By
Uconnect
Entrepreneurship Development Training
Issued By
CBN Entrepreneurship Development Centre
Skills
Product Management
Product Strategy, Roadmap Development, Product Development, Agile Methodologies, Product Lifecycle Management, Market Analysis, User Needs Analysis, Feature Enhancements.
Data & Analytics
Data Analytics, Data Visualization, SQL, Power BI, Tableau, Customer Insights, Business Intelligence, Market Research, Performance Measurement.
Operations & Efficiency
Process Automation, Operational Efficiency, Stakeholder Management, Vendor Management, UI/UX Optimization, CRM Tools, Project Management, Problem-Solving.
Leadership & Communication
Team Leadership, Cross-functional Collaboration, Stakeholder Communication, Executive Reporting, Product Training, Client Management.
Digital Banking Products
USSD Product Development, SMS Product Development, Mobile Banking, E-channels, ZIVA WhatsApp Chatbot, Magic Banking (*919#).