WALTER BISONG TAWO

Operations Manager

About

Highly accomplished Operations Manager with over 8 years of progressive experience in banking and financial services, specializing in settlement, reconciliation, customer service, and risk management. Proven ability to drive operational efficiency, ensure regulatory compliance, and enhance customer satisfaction, as evidenced by achieving 115% transaction retention and 100% agent banking visibility. Seeking to leverage strong analytical and leadership skills to contribute to a dynamic organization's growth and success.

Work Experience

Operations Manager

Rex MFB

May 2023 - Jul 2024

Abuja, FCT, NG

Led settlement and reconciliation operations at Rex MFB, ensuring financial accuracy, regulatory compliance, and seamless transaction processing.

  • Managed accurate and timely settlement of diverse transactions, including payments, trades, and transfers, upholding financial integrity across operations.
  • Executed comprehensive reconciliation of internal and external accounts, ensuring alignment with counterparties, custodians, and clearinghouses.
  • Proactively identified and resolved critical discrepancies in transactions and accounts, minimizing financial risk and operational disruptions.
  • Maintained and updated accurate records, ledgers, and databases for settlements and reconciliations, enhancing data integrity and accessibility.
  • Verified and authorized high-value transactions, including wire transfers, checks, and Automated Clearing House (ACH) payments, ensuring compliance and security.
  • Collaborated cross-functionally with operations, treasury, and accounting teams to streamline settlement and reconciliation processes, improving efficiency.
  • Implemented and enforced robust internal controls, policies, and procedures, mitigating risks and ensuring 100% compliance with regulatory requirements.
  • Monitored and reported key settlement and reconciliation metrics, contributing to improved settlement rates and reduced error rates.

Customer Service Manager

Access Bank Plc.

Aug 2018 - Apr 2023

Abuja, FCT, NG

Spearheaded customer service operations and business development initiatives at Access Bank Plc., significantly enhancing client satisfaction and digital banking adoption.

  • Achieved 115% retention of transactions on Access Mobile from Q1 to Q4 2022, significantly boosting mobile banking engagement and usage.
  • Led the reactivation of dormant agents through the Market Impact Team (MIT), increasing customer footfall and recruiting new DYA Agents in Q4.
  • Secured 100% visibility dominance in agent banking from Q1 to Q4 in both 2022 and 2023, expanding market reach and service accessibility.
  • Recognized as the 'Most Customer Centric Staff in the Northwest' and 'Overall Best Staff of the Year 2022' for exceptional service delivery.
  • Provided continuous training and retraining to the Agency Banking Team, enhancing performance, service quality, and compliance.
  • Oversaw the accurate and complete opening and closure of all account types, ensuring regulatory compliance and customer satisfaction.
  • Drove customer enrollment in Mobile and Internet Banking Apps, enhancing digital adoption and self-service capabilities.
  • Executed business development initiatives, expanding the branch's client base and service offerings to achieve growth targets.

Payment Processor/Treasury Executive

Access Bank plc.

Jan 2015 - Jul 2018

Abuja, FCT, NG

Managed critical cash and treasury operations at Access Bank plc., authorizing high-value transactions and ensuring meticulous account reconciliation and compliance.

  • Managed daily cash operations (tellering), ensuring efficient and secure handling of funds up to =N= 10 million.
  • Authorized payments up to =N= 10 million, ensuring strict adherence to financial protocols and internal limits.
  • Maintained strict adherence to daily cash limits, preventing overages and ensuring robust financial compliance.
  • Performed daily reconciliation of accounts, accurately identifying and resolving discrepancies to maintain financial integrity.
  • Managed ATM loading, unloading, and monitoring processes, ensuring continuous service availability and cash security.
  • Processed Direct Fund Transfers (DFT) and Fast Fund Transfers (FFT), facilitating rapid and secure client transactions.
  • Handled Western Union Money Transfer (WUMT) and MoneyGram transactions, ensuring efficient and compliant international remittances.

Education

Banking and Finance

Waziri Umaru Federal Polytechnic Birnin-Kebbi

Jan 1970 - Jan 1970

Birnin-Kebbi, Kebbi State, NG

Senior Secondary Certificate Examination

Fran Beat Comprehensive Schools

Jan 1970 - Jan 1970

Kano, Kano State, NG

Primary School Leaving Certificate

St. Patrick Nursery and Primary School

Jan 1970 - Jan 1970

Calabar, Cross River State, NG

Certificates

OMP - Introduction to Financial Crimes and Prevention (KYC-CDD)

Access Bank plc.

Jan 2023

MCP Certification (Diet 1 to 4)

Professional Body

Jan 2023

Data Privacy and Protection Awareness

Rex MFB

Jan 2023

Professional Conduct Ethics Certification

CIBN (Chartered Institute of Bankers of Nigeria)

Jan 2022

Money Laundering and Terrorist Financing Red Flags, Detection, and Reporting

Access Bank plc.

Jan 2022

Banking Ethics

Access Bank plc.

Jan 2022

Introduction To Operational Risk Management

Access Bank plc.

Jan 2021

Certificate in Human Resource Management

Professional Body

Jan 2018

Certificate in Customer Relation Management

Professional Body

Jan 2018

Certificate in AML/CFT (Anti-Money Laundering/Combating the Financing of Terrorism)

Professional Body

Jan 2018

Languages

English

Skills

Operations Management

  • Operations Management
  • Process Optimization

Financial Reconciliation

  • Account Reconciliation
  • Settlement
  • Discrepancy Resolution

Risk Management

  • Operational Risk
  • AML/CFT
  • Fraud Detection

Customer Relationship Management (CRM)

  • Customer Service
  • Client Satisfaction
  • Relationship Building

Regulatory Compliance

  • Compliance
  • Internal Controls
  • KYC-CDD
  • Data Privacy

Payment Processing

  • Wire Transfers
  • ACH
  • DFT/FFT
  • MoneyGram
  • WUMT

Cash Management

  • Cash Handling
  • Teller Operations
  • ATM Management

Business Development

  • Market Expansion
  • Agent Banking
  • Client Acquisition

Team Leadership & Training

  • Team Management
  • Staff Development
  • Coaching

Data Analysis & Reporting

  • Performance Metrics
  • Financial Reporting
  • Data Interpretation

Problem Solving

  • Issue Resolution
  • Troubleshooting
  • Critical Thinking

Stakeholder Management

  • Cross-functional Collaboration
  • Inter-departmental Coordination

Digital Banking

  • Mobile Banking
  • Internet Banking
  • Digital Adoption

Microsoft Excel

  • Spreadsheet Management
  • Data Organization

Microsoft PowerPoint

  • Presentation Development
  • Visual Communication

Interests

Reading

Cooking

Traveling