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Titilayo Ogundipe

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LL.B, ITIL Foundation and ITIL Intermediate SO, ISO 22301 Practitioner

Titi is a Senior Management Consultant for Procept Associates Professional Services Limited, a franchisee of Procept Associates Ltd, Canada, a consulting and training firm specialising in project management, business analysis, IT service management, business continuity management and software solutions deployment.

She has over 20 years’ experience in the banking industry cutting across legal, banking, operations, business process engineering and documentation, customer service, quality assurance, trade finance, marketing and contact Centre management.

As the Group Head, Customer Experience Management, Titi was instrumental in redesigning Sterling Bank “one customer brand” initiative, with huge success in reduction in customer complaints across the channels. She also sponsored the implementation of customer relationship management system to support the diverse needs of her customers. In addition, a Customer Contact Center was established to manage the timely resolution of customer complaints across the touch points of the Bank, and she was a key member in the PCI DSS project.

She was also an active member in the redesign of business processes for Sterling Bank during the merger of five banks. Processes redesigned include banking operations; products and services; human resources; central processing of banking instruments; and core banking application using BANKS, a Jordanian oracle based banking software.

Titi has a bachelor’s degree in Law, and attended the Nigerian Law School. She has attended many courses both locally and abroad in service management, business continuity and banking operations. She is designated with ITIL Foundation, ITIL Intermediate Service Operation and ISO 22301 Practitioner.