Open to opportunities

Esther Durojaye

@estherdurojaye

Message

I'm a customer-focused banking operations leader delivering compliant, efficient payments and service.

Nigeria

Message

What I'm looking for

I’m seeking a managerial role in banking operations or payments where I can lead teams, streamline processes, ensure compliance, and drive digital adoption in a customer-centric, growth-oriented organization.

I am a customer-focused banking and operations professional with over 10 years' experience in financial services, payments, and customer support. I have led teller, cash and customer service units and executed high-value domestic and international transfers while ensuring compliance with AML, KYC, and CBN regulations.

I restore customer confidence by resolving failed transfers, flagging fraud patterns, and collaborating with IT to maintain operational continuity. I redesigned workflows to speed BVN enrolments and drove digital onboarding onto mobile, internet and token platforms to reduce in-branch traffic while improving accuracy and audit readiness.

Experience

Work history, roles, and key accomplishments

Funds Transfer Officer

Zenith Bank Plc

Sep 2023 - Jan 2025 (1 year 4 months)

Executed high-value domestic and international transfers with precision, resolving failed transfers and minimizing customer impact. Strengthened fraud prevention, collaborated with IT during downtimes, and produced compliance-ready transfer reports to support oversight.

RTGS NEFT Swift Transaction Monitoring Fraud Detection

Head of Customer Service Unit

Zenith Bank Plc

Dec 2018 - Aug 2023 (4 years 8 months)

Directed the customer service unit, supervising frontline staff and redesigning workflows for BVN enrolments and e-channel services to reduce turnaround time and improve accuracy. Led digital onboarding initiatives and enforced KYC and transaction monitoring to strengthen compliance.

Customer Service Leadership Process Improvement Onboarding KYC Transaction Monitoring BVN Enrollment Stakeholder Management

Head of Cash & Teller Unit

Zenith Bank Plc

Sep 2015 - Nov 2018 (3 years 2 months)

Led the teller unit managing high-volume cash, cheque, and electronic payments with zero reconciliation variances and supervised ATM cash operations to ensure availability. Streamlined call-over, scanning, and reconciliation processes and mentored staff to improve audit readiness and operational efficiency.

Cash Management ATM Management Reconciliations Auditing Western Union Staff Training

Customer Care Associate

Tech Mahindra

Dec 2014 - Aug 2015 (8 months)

Provided frontline support to Airtel subscribers by resolving billing, network, and service issues within SLA, improving customer satisfaction and retention. Handled high call volumes, supported remote troubleshooting, and educated customers on digital products to drive adoption.