Nicoly August Forbes

• Developed and executed operational strategies to enhance efficiency across multiple departments.
• Led cross-functional teams to streamline processes and improve service delivery.
• Implemented performance metrics to monitor organizational effectiveness and drive continuous improvement.
• Cultivated relationships with key stakeholders to align operational initiatives with company objectives.
• Streamlined operations by implementing efficient processes and systems, leading to increased productivity and cost savings.
• Executive accountability and oversight for following functional teams:

1. Group Information Technology

2. Point of Presences – Branch, Contact Centre, SSD's and Cash Center's

3. Data, Analytics & Business Intelligence function

4. Project Management Office

5. Payment Product House

6. Day 2 Quality Assurance and Administration Function

7. Building Management & Physical Security Services

• Analyzed market trends to inform decision-making and competitive positioning.
• Collaborated with executive leadership to shape long-term business strategies.
• Led organizational restructuring efforts, optimizing resource allocation and improving overall productivity.
• Oversaw financial performance metrics, ensuring alignment with organizational goals.
• Managed stakeholder relationships, enhancing communication and collaboration across departments.
• Implemented risk management strategies to mitigate potential financial exposure.

Metric / Size of Business Unit / Function

• 1. Branches (47 branches / 800 staff)
• 2. Cash service centers (2 centres - outsourced)
• 3. Contact center's (1 centre / 150 staff)
• Developed strategic initiatives to drive customer engagement and satisfaction.
• 4. Self Service Devices (330).

• Developed and implemented regional strategies to enhance customer engagement and retention.
• Analyzed market trends to inform product offerings and optimize branch performance.
• Collaborated with executive leadership to establish long-term objectives, drive growth initiatives, and align regional efforts with corporate goals.
• Mentored and trained branch managers, fostering leadership skills and operational excellence.
• Monitored regional financial performance, identifying areas for improvement in profitability and efficiency.
• Spearheaded initiatives that increased operational efficiency, reducing turnaround times for customer transactions.
• Enhanced team performance by providing regular coaching, training, and performance feedback to staff members.