MS. KIKANWA AKPENYI, FCIB
Kikanwa Mary Akpenyi is a seasoned professional with over 22 years banking experience across various national banks including Eko International Bank, defunct Skye Bank and Heritage Bank. She holds a Bachelors and Master’s degree in Economics and is an associate member of the Association of Chartered Certified Accountants (ACCA) United Kingdom, Fellow, Chartered Institute of Bankers of Nigeria and a Certified Contact Centre Manager (CCCM). Her core strength spans the entire gamut of Customer Experience, Financial Literacy Advocacy, Branch Operations, FX treasury, Business Process Improvement and Human Resource Management. She has received local and international training in the area of cutting edge customer experience enabling her to transform customer interactions.
She is currently the Group Head, Internal Control at Heritage Bank Plc. where she is responsible for instituting controls to safeguard the financial assets of the organization towards meeting its overall objectives.
Prior to assuming the above role, she was responsible for overseeing Customer Experience and Analytics for the bank. In this role, she spearheaded the setting up of the Heritage Bank Contact Centre from inception. In February 2014, she was instrumental to the launch of the Financial Literacy Program (FLP) for schools in line with the Central Bank Financial Inclusion Strategy which other banks have latched onto making Heritage bank the first to implement and leader in the industry.
Kika has a hands-on approach in Customer Experience Improvement strategies, Business Process Improvement and Automation with proven success. She is a highly result oriented individual with a passion for excellence, people and bringing creativity into assigned tasks. She has a proven track record in linking corporate vision to the delivery of desired results through people empowerment and the effective use of resources, processes and technologies. She is a strong motivator, a team player with effective leadership, communication, decision making, problem-solving and interpersonal skills, together with a bottom-line corporate focus.
Above all Kika is a trailblazer who has groomed and mentored numerous young bankers that have succeeded greatly in their various roles. She is a role model, pace setter, goal getter, pioneer and mentor extraordinaire.