Summary
Overview
Work History
Education
Skills
Organizational skills experience
Communication skills experience
Interests
References
Timeline
Generic

STACY AKUOKOR SACKEY-BANNERMAN

Summary

I am a highly dedicated and adaptable professional with a proactive attitude and quick learning ability. I excel in communication, problem-solving, and adaptability, leveraging these skills to effectively collaborate with stakeholders for exceptional results on tight timetables. I am also a results-oriented professional with exceptional organizational skills demonstrated through successful event planning within and outside of work environment. I am experienced in internal and external communications at Standard Chartered Bank Ghana PLC and I demonstrate excellent communication skills in engaging with Technology & Operations staff and corporate clients. I have a keen ability to enhance service delivery, ensuring high levels of customer satisfaction and I am known for productive and efficient task completion. I am focused on supporting team success and achieving positive results.

Overview

15
15
years of professional experience

Work History

Team Lead - Client Service

Standard Chartered Bank Ghana PLC
Accra
05.2024 - Current
  • Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
  • Developed strategies to increase team productivity and improve customer service levels.
  • Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
  • Resolved escalated customer complaints or queries promptly and efficiently.
  • Ensured compliance with company policies and procedures throughout the team.
  • Collaborated with other departments to develop effective solutions that meet customer needs.
  • Identified opportunities for process improvements, implementing changes when required.
  • Facilitated team meetings to discuss targets, strategies, and address any issues.
  • Maintained open lines of communication with senior management, reporting team progress and challenges.
  • Fostered a culture of continuous improvement, encouraging innovation and efficiency.
  • Led a team of 5 employees, ensuring high productivity and excellent customer service.

Corporate Service Rep, Client Service Council

Standard Chartered Bank Ghana PLC
Accra
03.2019 - Current
  • Responsible for ensuring that the goals of the Client Service Experience Council (made up of Standard Chartered Bank Ghana Executive Committee and Country Leadership Team members) are achieved.
  • Developed agendas, monitored timelines and delegated tasks to ensure success of the council's objectives.
  • Organized and chaired quarterly council meetings to ensure all agenda items were discussed in a timely manner.
  • Gathered information from various sources, including staff members, stakeholders, and other organizations, to inform council's decision-making processes.
  • Maintained records of meeting minutes, resolutions, and other documents related to the council's activities.
  • Facilitated discussions between council members on issues of importance and relevance, in order to continuously meet our service goals and exceed client expectations.
  • Built relationships with key stakeholders across different business units to facilitate collaboration.
  • Implemented innovative approaches to enhance the overall Customer Service experience.

Premier Service Manager

Standard Chartered Bank Ghana PLC
Accra
02.2019 - Current
  • Monitored service performance metrics to identify areas of improvement.
  • Resolved customer complaints in a timely manner.
  • Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
  • Created detailed reports on service activities for senior management review.
  • Identified opportunities to increase efficiency through automation or process re-engineering.
  • Coordinated with other departments within the organization to ensure seamless delivery of services.
  • Performed root cause analysis on recurring problems encountered by customers.
  • Built strong relationships with clients and relationship managers to facilitate quick resolution of issues.
  • Proactively engaged clients on product, service, and system issues to minimize escalations.

Client Service Implementation Manager

Standard Chartered Bank Ghana PLC
Accra
06.2016 - 01.2019
  • Responsible for straight2bank onboarding and maintenance activities for clients.
  • Worked closely with clients throughout the entire implementation process to ensure satisfaction with results.
  • Provided ongoing support after an implementation is completed by responding promptly to customer inquiries or requests for assistance.
  • Developed project plans and timelines for each implementation process, tracking progress against these plans to ensure completion on schedule.
  • Provided regular updates to stakeholders regarding project status and progress towards objectives.
  • Analyzed customer feedback and identified areas for improvement in existing implementations or processes.

Manager, Inward Telegraphic Transfers

Standard Chartered Bank Ghana PLC
Accra
03.2015 - 05.2016
  • Fully responsible for the inward telegraphic payments in Cash Management Operations for Ghana, Nigeria, Gambia, Cameroon, Sierra Leone and Cote d'Ivoire.
  • Created monthly reports for senior management summarizing operational performance metrics.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Conducted regular meetings with staff to discuss progress and identify areas of improvement.
  • Ensured compliance with all applicable laws, regulations, industry standards.
  • Monitored staff performance and addressed issues.
  • Conducted performance evaluations, providing feedback and coaching for team development.
  • Oversaw daily operations, maintaining efficiency and quality standards.
  • Led a team of 3 employees, ensuring high productivity and excellent customer service.
  • Implemented process improvements, resulting in an increase in operational efficiency.

Operations Officer, Cash Management Operations

Standard Chartered Bank Ghana PLC
Accra
11.2009 - 02.2015
  • Assisted with the development of operational plans and procedures.
  • Created training programs to help staff understand operational policies and procedures.
  • Managed day-to-day activities related to payment operations for Ghana, Nigeria, Gambia, Cameroon, Sierra Leone and Cote d'Ivoire.

Education

MBA - Marketing

University of Ghana Business School
Accra, Ghana
11-2013

Bachelor of Arts - Economics & Computer Science

University of Ghana
Accra, Ghana
06-2008

WASSCE - Science

Mfantsiman Girls Senior High School
Saltpond, Ghana
08-2003

Skills

  • Data-driven decision-making
  • Problem-solving abilities
  • Effective communication skills
  • Multitasking Abilities
  • Excellent organizational skills
  • Great interpersonal skills
  • Great Teamwork and Collaboration skills
  • Stakeholder Management

Organizational skills experience

  • Collaborated with Corporate Affairs and Brand & Marketing team to plan and successfully host the Group Chairman, Chief Transformation, Technology & Ops Officer, Africa CEO, Executive Vice-Chairman, CIB Europe, Americas, the Middle East & Africa and Global Head Domestic Flow, Cash Management Ops in Ghana.
  • Collaborated with Corporate Affairs and Brand & Marketing team to plan and execute the celebration of Standard Chartered Bank Ghana PLC's 125th anniversary.
  • Collaborated with Corporate Affairs and Brand & Marketing team to plan and execute Employee volunteering activities including tree planting and mentoring sessions for students.
  • Collaborated with Corporate Affairs and Brand & Marketing team to plan and execute the LFC Soccer Clinic with John Barnes in Ghana.
  • Collaborated with Corporate Affairs and Brand & Marketing team to plan and host a client dinner event, where 30 CIB clients were rewarded for their loyalty.
  • As Technology & Operations Family Club Lead since 2016, I have successfully planned and executed 5 very well attended and engaging strategy sessions in locations outside the bank and 3 within the bank for over 150 staff.
  • As Technology & Operations Family Club Lead, I have successfully planned and executed several activities including birthday and holiday celebrations, movie nights, talk shows and debates for over 150 staff, to promote team bonding.
  • As Cash Management Operations My Voice Champion for AME since 2021, I have been able to get all the countries with AME to follow through their action plans and provide quarterly updates for tracking.
  • As a member of the DOHA FM crew, I have worked with other crew members and hosted engaging programs on people and business, that has contributed to overall employee well being and business growth.
  • Collaborated with other SC Heroes committee members to recognize colleagues who have been exceptional in their duties, quarterly.

Communication skills experience

  • Successfully hosted the Launch of the Standard Chartered Women in Tech Cohort 2 event.
  • Successfully co-hosted bank-wide staff townhall.
  • Successfully co-hosted client appreciation dinner for CIB clients.
  • Successfully solely hosted several programs on DOHA FM targeted at employee well being and business growth & development.
  • Have been fully responsible for messages and engagements with stakeholders regarding all CIB clients communications including product/ system updates and seasonal wishes, since 2019.
  • Have been fully responsible for all communications to Standard Chartered Bank Ghana PLC's Technology & Operations staff for events, notices, information sharing and celebrations.

Interests

  • I like to look for opportunities to give back to society through charity works.
  • I enjoy making memories with family.
  • I have a keen interest in baking and trying new recipes.
  • I value relationships and enjoy counseling young couples.
  • Associations I belong to are Mfantsiman Old Girls' Association, Africa Cake Bakers Network, Bakers Forum GH and Ghana Twins Foundation.

References

  • Sheikh Jobe: Sheikh.Jobe@sc.com, +233203302244
  • Esi Hammond: Maameakyere.eh@gmail.com, +233244325961

Timeline

Team Lead - Client Service

Standard Chartered Bank Ghana PLC
05.2024 - Current

Corporate Service Rep, Client Service Council

Standard Chartered Bank Ghana PLC
03.2019 - Current

Premier Service Manager

Standard Chartered Bank Ghana PLC
02.2019 - Current

Client Service Implementation Manager

Standard Chartered Bank Ghana PLC
06.2016 - 01.2019

Manager, Inward Telegraphic Transfers

Standard Chartered Bank Ghana PLC
03.2015 - 05.2016

Operations Officer, Cash Management Operations

Standard Chartered Bank Ghana PLC
11.2009 - 02.2015

MBA - Marketing

University of Ghana Business School

Bachelor of Arts - Economics & Computer Science

University of Ghana

WASSCE - Science

Mfantsiman Girls Senior High School
STACY AKUOKOR SACKEY-BANNERMAN