Mopelola Ogunleye has over 8 years of experience in customer service and client communication roles in the pension and banking industries. She is currently a team lead for client communication at Stanbic IBTC Pension Managers, where she is responsible for managing client inquiries and ensuring prompt issue resolution. Her experience also includes roles in retiree payments, customer care, debt recovery, and banking.

1. MOPELOLA OGUNLEYE
16B ABIKE SULAIMAN STREET OFF ROAD 14 LEKKI PHASE ONE LAGOS.
234 816 708 9131 ▪ mopeogunleye@gmail.com ▪
Customer Service Professional
8 Years of Customer Service and Client Communication experience in Pension and Banking
Summary
A performance driven customer service professional with over 8 years in pension management
experience exemplified by prompt resolution and excellent customer satisfaction.
Key Skills
 Working under pressure within time constraints
 Articulate, Efficient, Passionate, Organized, Analytical
 Creative thinker in a dynamic environment
 Excellent client, networking and team handling
 Superb at problem solving, planning and well developed verbal and written
communication skills
 Strong time management/organizational skills including appropriate sense of urgency and
proactive approach
 Creative, Innovative, and with a well-developed personal value system
 Strong team player and self-motivated
 Good understanding of business and operational risk
 Result-orientated with good numerical ability
 A good judge of character
Education
B. A. English and Religion (1996 – 1999)
Andrews University, Berrien Springs, Michigan, U.S.A.

2. Mopelola Ogunleye Page 2
Experience
Stanbic IBTC Pension Managers Limited (September 24 2007 till date)
Job Roles
 Team lead – Client Communication ( Re po rt ing t o H e ad, Clie nt Co mmunicat ion and
H e ad , B e nefits A dministration D e part ment) August 08 2011 till date
o Drive/stimulate continuous and consistent personal development among all staff
o Drive structured mentoring/coaching and giving of timely feedback to direct reports
o Knowledge/skill acquisition and testing
o Ensure effective implementation and management of succession, job rotation,
backup, leave and personal development plans
o At least one standard training intervention per staff
o Drive constructive team working and leadership culture, engaging staff to
proactively identify key issues and promptly dealing them appropriately.
o Prompt resolution and follow through of pending client issues
o Material Unusual and Difficult (MUD) issues reporting & escalation
o Promote and ensure zero-tolerance attitude towards infractions and errors in
handling transactions
o Ensure optimal deployment of resources, especially manpower and IT infrastructure,
so as to constantly increase the service standards
o Drive proactive management of operational risk items and incidents and no
operational losses
o Ensure documentation, periodic review and update of checklist of specific
processes / transactions that are prone to errors, including respective preventive
measures
o Drive effective awareness creation to increase usage of self-service channels
o Drive and ensure consistent service-related feedback from customers through
mystery shopping and field surveys
o Drive prompt resolution of customer-impacting issues and timely escalation and
effective tracking of MUDs (Material, Unusual, Difficult)
o Drive increase in service visibility through traditional and digital media; to generate
intense passion in customers and staff
o Proactive communication with clients
o Drive and ensure the existence of SLAs that seeks to delight the customer and
exceed customer expectation, without overpromising
Key Accountabilities under this role
 Effective management of the PensionSolution email box within defined SLAs
 Treating all letters within defined SLAs
 Prompt responses to Social Media enquiries
 Monthly review and update of the website
 Quarterly review of the FAQs on the website
 Pre-retirement notification to public sector clients via SMS, emails and letters
 Monthly email campaign for customer education and enlightenment - More segment
specific communication
 Quarterly Pension Notes

3. Mopelola Ogunleye Page 3
 Benefit Advisory/Retiree Payment January 2010 till 05 August 2011 ( Re po rt ing t o T e am
le ad , Re tire e Pay ment and H ead, B e nefit Manage ment U nit)
o Responsible for LASPEC retirees (Lagos State pensioners) benefit application status,
payment
o Responsible for payment of CBN, First Bank retiree fund
o Monitoring and Payment of AES (Approved Existing Scheme) funds
o Inter-fund Transfers e.g. RSA (Retirement Savings Account) to RFA (Retiree Fund
Account)
o Processing payment to the National Pension Commission
o Processing payment to retiree bank accounts
o Respond to all enquiries/requests/complaints from (internal) partner units on behalf
of the unit
o To liaise with Benefits Management Unit (BMU) & Investment Operations for the
populated list on NEFT (NIBBS Electronic Funds Transfer) Returns daily.
o Processing of NEFT Return cases received
o To contact affected clients to advise them on documents required (if applicable)
o Ensure Client’s payment document (re)submitted i.e. Cheque leaf/Account
Statement/Banker’s Confirmation Letter is duly stamped and signed where
applicable (ensuring its validity)
o Send submitted valid documents to Benefits Management Unit for payment
processing
o Follow up with BMU to ensure documents are processed within the SLA time
 Customer Care September 2007 till January 2010 ( Re port ing t o T e am le ad, Custo mer
Car e & H e ad , Custome r Care U nit )
o Meeting/Interacting with clients and delivering fantastic Customer Service to
achieve and surpass their pension-related needs
o Responding effectively to Clients’ Emails and Letters within the required response
period
o Receiving calls, Responding to Walk – In clients on their enquiries and complaints
o Effectively Managing Crisis that may escalate due to customer dissatisfaction
o Creating, Collating and Sending Reports & Logs via Excel
o Creating and Working on Power Point Presentations for Client Presentations
o Ensuring Client’s bio-data on the database is updated accurately

4. Mopelola Ogunleye Page 4
Previous Job History
Wescot Credit Services, Hull, U.K. (2004 – 2006)
Debt Recovery Officer (call centre dept)
A.G Petrotech Ltd (2003 – 2004)
Relationship Manager and P.A. to Managing Director
Guaranty Trust Bank Ltd. (NYSC) (2001 – 2002)
Assistant in Treasury Department
References
Available on request.