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Head, Client Services and Benefits Management
I build scalable healthcare and service operations, leading teams, governance, and transformation across regulated environments.
NigeriaHead, Client Services and Benefits Management at Bastion Health Limited
Provided strategic oversight for customer service and benefits administration programmes supporting over 120,000 enrollees and a healthcare provider network of approximately 2,500 facilities. Led a multidisciplinary team of 19 professionals and established programme governance structures, performance review frameworks, and escalation management processes.
Program CoordinationStakeholder ManagementOperational ReadinessProcess ImprovementTeam LeadershipPerformance Management
Led a 25-member multidisciplinary team and delivered a 20% improvement in operational efficiency alongside a 50% reduction in service turnaround times. Managed branch cash operations exceeding USD 1.8 million monthly and directed customer acquisition and retention programmes through a network of 12 field agents.
Operations ManagementTeam LeadershipProcess ImprovementCash ManagementCustomer AcquisitionCustomer RetentionPerformance ManagementReportingRegulatory Compliance
Optimized customer satisfaction through efficient management of daily banking transactions using FLEXCUBE UBS and other platforms, improving customer satisfaction by 40%. Managed weekly utility and service payments for major government agencies totalling 360,000 USD and assisted with onboarding of 7 new customers per day to digital channels.
Customer ServiceProblem SolvingFLEXCUBE UBS 6.0Payment ProcessingComplianceDigital OnboardingUpsellingCross Selling
Coordinated business-support operations, staff onboarding, project support activities, and internal operational processes within a startup consulting environment. Managed a team of 7 personnel and developed internal feedback and reporting mechanisms that improved communication and operational visibility.
Operations ManagementTeam LeadershipWorkflow CoordinationReportingProject SupportStakeholder CoordinationAdministrative Support
Currently pursuing a professional development course in Planning for Monitoring and Evaluation.
Earned a B.Sc. in Biochemistry from Obafemi Awolowo University, Nigeria, from September 2004 to November 2009.
Earned a B.Sc. in Biochemistry from Obafemi Awolowo University, Nigeria, from September 2004 to November 2009.
Completed a professional development course in Digital Skills: User Experience.
Completed a professional development course on Unlocking Investment and Finance in Emerging Markets and Developing Economies.
Completed a professional development course on Data for Better Lives: A New Social Contract.
Pursued an International MBA at IE Business School in Madrid, Spain, from January to December 2018.
Pursued an International MBA at IE Business School in Madrid, Spain, from January to December 2018.