OMOLADE JULIANAH ADEJUGBA

Payments and Customer Operations Professional

Omoladeadejugba@gmail.com|09031553358, Lagos, NG.

About

Highly accomplished Payments and Customer Operations Professional with 6 years of expertise across core banking systems, digital channels, and regulated financial services. Proven ability to optimize NIBSS Instant Payment (NIP) processing, manage transaction reconciliation, and resolve complex customer disputes while ensuring stringent AML/KYC and CBN compliance. Adept at collaborating cross-functionally to mitigate system issues, safeguard transaction integrity, and consistently deliver superior customer outcomes in dynamic banking environments.

Work

NPF Microfinance Bank Plc

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Payments Operations & Controls Officer

Obalende, Lagos State, Nigeria

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Summary

Led end-to-end payment operations and reconciliation, ensuring transactional accuracy and regulatory compliance within the core banking system.

Highlights

Streamlined end-to-end NIBSS Instant Payment (NIP) transaction processing and reconciliation, resolving exceptions and failed transactions to ensure financial accuracy.

Proactively monitored branch General Ledgers (GLs) and transaction logs, identifying and rectifying variances to minimize financial discrepancies and expedite customer dispute resolution.

Maintained 100% operational adherence to CBN regulations, AML/KYC requirements, and internal controls, safeguarding customer funds and upholding transaction integrity.

NPF Microfinance Bank Plc

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E-Business Officer, Digital Banking & Incident Support

Obalende, Lagos State, Nigeria

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Summary

Provided critical Level 1-2 support for digital banking infrastructure, resolving incidents and proactively monitoring operational risks.

Highlights

Delivered Level 1-2 technical support for critical digital banking infrastructure, including ATM, card management, POS, and online banking systems, ensuring seamless operations.

Investigated and resolved over 90% of transaction failures, card exceptions, and ATM disputes, minimizing service downtime and enhancing customer experience.

Proactively identified and mitigated operational risks by monitoring process gaps and system anomalies, preventing potential revenue leakage and negative customer impact.

NPF Microfinance Bank Plc

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Account Operations & Compliance Support Officer

Obalende, Lagos State, Nigeria

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Summary

Managed comprehensive account lifecycle operations and ensured strict compliance with regulatory and internal standards.

Highlights

Optimized account lifecycle operations, from onboarding to maintenance and customer verification, enhancing efficiency and data accuracy within the core banking platform.

Efficiently managed and resolved a high volume of customer complaints and disputes, achieving resolution rates aligned with service-level agreements and regulatory guidelines.

Strengthened branch compliance by rigorously enforcing KYC documentation standards and AML transaction monitoring, reducing risk exposure and ensuring regulatory adherence.

NPF Microfinance Bank Plc

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Transaction Processing & Cash Operations Officer

Obalende, Lagos State, Nigeria

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Summary

Executed high-volume transaction processing and managed daily cash operations with stringent accuracy and control.

Highlights

Processed an average of 100+ high-volume daily transactions including deposits, withdrawals, and transfers with 99.9% accuracy using the core banking application.

Conducted daily cash balancing and vault reconciliation, identifying and resolving discrepancies within 24 hours to maintain financial integrity.

Provided immediate, first-level resolution for customer transaction issues at the point of service, improving customer satisfaction and reducing escalation rates.

Education

University Of Lagos

Lagos, Lagos State, Nigeria
Post Graduate Diploma (In View) Economics

Bowen University

Iwo, Osun State, Nigeria
Bachelor of Science (B.Sc.) Physics and Solar Energy

Languages

English

Skills

NIBSS Instant Payment (NIP)

NIBSS Instant Payment, NIP Processing, Payment Operations.

Transaction Reconciliation

Reconciliation, Financial Accuracy, Suspense Account Review.

Card Operations

Card Management Systems, Card Exceptions.

Incident Management

Incident Resolution, Service Downtime, Issue Escalation.

Customer Dispute Resolution

Dispute Resolution, Customer Complaints, Customer Service.

AML/KYC Compliance

AML Compliance, KYC Requirements, Regulatory Compliance.

CBN Regulations

CBN Compliance, Banking Regulations, Statutory Reporting.

Operational Compliance

Internal Controls, Compliance Monitoring, Risk Management.

Cross-functional Collaboration

Team Collaboration, Stakeholder Management, Technology Partnerships.

System Issue Resolution

System Analysis, Troubleshooting, Problem Solving.

Account Lifecycle Management

Account Onboarding, Account Maintenance, Customer Verification.

Financial Transactions

Cash Deposits, Withdrawals, Transfers, Bill Payments.

Cash Management

Cash Balancing, Vault Reconciliation, Variance Investigation.

Operational Risk Monitoring

Risk Identification, Process Gaps, Control Failures.

Core Banking Systems

Core Banking Systems, Banking Operations.

Digital Channels

Digital Banking, Online Banking, ATM Operations, POS Operations.