Open to opportunities

Grace Obahor

@graceobahor

Message

I am a Customer Experience and Operations leader driving customer loyalty and operational excellence.

Nigeria

Message

What I'm looking for

I seek a leadership role in operations or customer experience at a customer-centric organization where I can improve customer journeys, drive compliance and efficiency, lead teams, and deliver measurable improvements in satisfaction and operational KPIs.

I am a customer-experience-driven Head of Operations with over 10 years' experience in retail banking operations. In my current role I oversee branch operations with a focus on compliance, cash management and timely service delivery.

I lead and develop operational teams (about 20 employees), manage audits and AML/KYC adherence, and maintain vault and ATM control processes. I consistently ensure operational controls, reconcile transactions, and resolve complex cash and card issues within SLA.

I specialize in customer success operations, funds transfer processing, transaction reconciliation, onboarding and frontline training, and relationship management. I use tools like Zendesk, Outlook, Slack, Teams and workflow platforms to streamline service and reporting.

I hold a B.Sc. in Business Administration and Management and am pursuing further professional development and certifications. I seek opportunities where I can improve customer journeys, strengthen operational controls, and lead teams to deliver measurable service and efficiency gains.

Experience

Work history, roles, and key accomplishments

Current

Head of Operations

Current

First City Monument Bank Plc

Jan 2023 - Present (2 years 7 months)

Led branch operations overseeing cash, ATM, and vault management and supervised multiple teams (~20 staff each). Enforced AML/KYC compliance and maintained zero-fraud incidence while improving operational controls.

Cash Management KYC Team Leadership Vault Customer Service Process Improvement

Customer Service Officer

First City Monument Bank Plc

Jan 2021 - Jan 2023 (2 years)

Managed customer relationships, promoted bank products and maintained account services, resolving inquiries and identifying cross-sell opportunities to support revenue goals.

Customer Relationship Management Cross Selling Zendesk Reporting

Funds Transfer Officer

First City Monument Bank Plc

Jan 2016 - Jan 2021 (5 years)

Processed local and international fund transfers and cheque clearing, ensuring regulatory compliance and timely resolution of transfer discrepancies to minimize customer impact.

Fund Transfers Compliance Payment Processing Customer Service

Operations Team Member

First City Monument Bank Plc

Jan 2013 - Jan 2016 (3 years)

Executed cash payments and deposits, processed specialized payments and interbank transfers, and handled customer complaints to meet TAT and accuracy targets.

Payments Processing TAT Adherence Customer Service Transaction recording