PAUL B. EWHE

• Led project planning and execution for Finastra project deployment in Banking Services Group.
• Collaborated with cross-functional teams to align goals and timelines effectively.
• Developed comprehensive documentation to enhance project tracking and reporting accuracy.
• Managed risk assessments and implemented mitigation strategies throughout project lifecycles.
• Oversaw budget allocations and resource management across multiple projects.
• Identified potential risks and crafted tailored mitigation strategies for effective management.
• Maintained a centralized repository for all project-related documents, including financial records.
• Coordinated internal resources to ensure timely implementation of initiatives across departments.

• Delivered 87% of business projects. I played a leading role in the Guinea national switch project; FirstBank Guinea was the premier bank to deliver on the phase one project.
• The highest employee rating by staff for two consecutive years on the 'Great Place to Work' survey, amongst other subsidiaries.
• I recorded zero operational loss for three consecutive years (2021-2023) during a period of rapid business growth.
• I played a key role in the implementation of Agency Banking; it was adjudged successful under my direct supervision.
• Delivered major IT projects like Finacle 11x, DR center setup and testing, worked with leading IT companies to deliver the LAN segmentation, and I upgraded the data center into a fit-for-purpose center.
• I transitioned successfully to the new ISO 27001:2022 version.
• Delivered PCIDSS certification.
• Managed compliance audits to ensure adherence to banking regulations and policies.
• Oversaw budget planning and resource allocation for key departmental projects.
• Facilitated training programs to improve staff performance and service delivery.
• Analyzed market trends to inform business strategies and product development.
• Implemented process improvements to streamline operations and reduce costs.
• Coordinated with internal departments to ensure successful execution of projects according to timeline and budget constraints.
• Collaborated with external vendors to negotiate contracts that met company requirements while minimizing costs.
• Established effective communication channels between different departments within the organization.
• Conducted regular performance appraisals for direct reports to provide feedback on their work performance.
• Participated in recruitment initiatives by interviewing potential candidates and selecting suitable hires.
• Implemented new technologies such as ERP systems or CRM tools to streamline business processes.

• FirstBank Ghana is a subsidiary of FirstBank of Nigeria, a premier banking institution. A well-diversified financial services group.
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• Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
• Evaluated operational performance using key metrics to identify areas for improvement.
• Collaborated with vendors to negotiate contracts and optimize supply chain processes.
• Managed project budgets, ensuring adherence to financial constraints.
• Developed risk management strategies to mitigate potential issues.
• Forecasted, scheduled and monitored project timelines, personnel performance, and cost efficiency.
• Developed and implemented strategies for providing excellent customer service experience.
• Coordinated with stakeholders to ensure adherence to regulatory requirements and policies.
• Reviewed and updated internal controls to enhance operational efficiency and safety.
• Assisted in developing business continuity plans for high-risk scenarios or emergency situations.
• Managed large-scale IT projects from conception to completion, ensuring all deadlines were met.
• Applied extensive expertise in System Development Lifecycle (SDLC) methodologies and Agile project management techniques to manage multiple project teams.
• Conducted meetings with team members to discuss project goals and objectives as well as assign tasks and responsibilities accordingly.
• Maximized cost-productivity of projects through value engineering processes to assess methods, materials, and means.

• Increased executive decision accuracy through data insights at the management quarterly performance review sessions.
• Increased decision-making efficiency by presenting executive-level reports to the Experience Management Committee.
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• Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
• Developed surveys and focus groups to gather customer insights on product offerings.
• Created reports on market trends, competitive analysis and customer insights to inform strategic decision making process at senior management level.

• Clinched ISO 9001:2015 Quality Management Systems Certification a first in a commercial bank in sub-Saharan Africa.
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• Led change initiatives across multiple departments to enhance operational efficiency.
• Analyzed stakeholder feedback to refine change management approaches.
• Coordinated communication plans to ensure clear messaging during transitions.
• Assisted executives in setting expectations around timelines, budgeting and other aspects associated with a particular change initiative.
• Prepared presentations outlining benefits associated with proposed changes.
• Worked closely with IT teams in designing systems that could effectively implement proposed changes.
• Documented lessons learned from past projects so they can be applied in future initiatives.

• I delivered the BSI ISO 10002:2004 certification.
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• Monitored client progress toward individualized service plan goals through periodic reviews of records and reports from other agencies or programs involved in the delivery of services.
• Developed and maintained operational plans to ensure the efficient delivery of services.
• Analyzed customer feedback to identify areas of improvement in service delivery processes.
• Analyzed customer surveys to determine areas that needed improvement in terms of customer service delivery.
• Identified root causes and feedback outcomes by communicating with team and monitoring service delivery.
• Monitored service delivery standards against industry benchmarks.
• Established standards of excellence for customer service delivery throughout the organization.
• Monitored performance of front office personnel to ensure efficient service delivery and customer satisfaction.

Achieved 80% increase in service efficiency through optimized workload management in service shops.

• Oversaw resolution of customer complaints and escalated issues effectively.
• Coordinated team schedules to ensure adequate coverage and operational support.
• Implemented process improvements that enhanced overall service efficiency.
• Developed comprehensive training materials for new service representatives.
• Monitored performance metrics to uphold service quality standards consistently.
• Managed service staff to ensure compliance with company policies and customer satisfaction.
• Conducted regular meetings to discuss customer feedback, process improvements, and objectives.

• Led branch operations to ensure compliance with banking regulations and policies.
• Trained and mentored staff on banking procedures and customer engagement strategies.
• Oversaw the implementation of new banking systems and technologies for efficiency.
• Conducted regular audits to maintain operational integrity and risk management standards.
• Developed strategic plans for improving branch performance and service delivery.
• Created reports detailing operational metrics such as sales volume, customer complaints, and average wait times for review by senior management.
• Served as the primary contact for branch customers, ensuring their satisfaction with services and products offered.
• Maintained up-to-date records of transactions processed at the branch level.
• Provided technical assistance when needed during system upgrades or maintenance activities.
• Resolved customer complaints in an effective manner by utilizing problem solving techniques and following established protocols.
• Established performance objectives and monitored progress towards achieving them through weekly one-on-one meetings with staff members.
• Assisted in developing annual budget for all branch services related expenses.
• Ensured compliance with applicable laws and regulations governing banking industry activities.
• Developed comprehensive policies and procedures for all branch operations, including customer service standards, cash handling, security protocols, and compliance requirements.

• Processed cash transactions for customers efficiently and accurately.
• Managed vault operations to ensure security and compliance.
• Reconciled cash drawers at the end of each shift regularly.
• Generated daily cash reports for branch management review reliably.
• Collaborated with team members to enhance service delivery standards consistently.
• Monitored ATM cash levels and coordinated replenishment as needed.
• Processed incoming payments, including checks and electronic fund transfers.
• Resolved customer inquiries related to payments, refunds, and other financial matters.
• Ensured compliance with applicable laws, regulations, policies, and procedures pertaining to financial operations.
• Provided exceptional customer service when assisting customers with their transactions.
• Identified opportunities for process improvement to increase efficiency in payment processing operations.

• Processed domestic and international payments promptly, adhering to established policies and procedures.
• Maintained accurate transaction records for auditing purposes.
• Verified customer identities to ensure compliance with regulatory standards.
• Trained junior staff on best practices for funds transfer operations.
• Monitored transaction timelines to guarantee timely processing of funds transfers.
• Coordinated with financial institutions to resolve discrepancies in transactions.
• Collaborated with internal departments to enhance service delivery and address issues.
• Assisted clients with inquiries regarding fund transfer procedures and provided technical support.