Paul Ewhe | Group Head Operations
Fbn Bank Ghana Limited

I am an advocate for Financial Inclusion, Economic Empowerment and Social Protection for all.

My experiences in the financial services industry span over 14 years, at varying levels of responsibility across various sectors, with local and multinational institutions. I have achieved consistency in providing leadership within high-pressure teams in the banking, insurance and pensions administration sub-sectors. I have lived and worked in various locations wide across five different geographical regions of Ghana – Bolgatanga, Tamale, Takoradi, Kasoa and Accra. Within these years, I have had leadership experiences across Africa and beyond – South Africa, Uganda, Nigeria, Malawi, Kenya and India.

I am currently a business leader at Executive Com17 years diverse experience in branch operations, service management, process improvement, project deployment, market research and competitive intelligence. Broad organizational transformation exposure in the financial services industry traversing customer experience, feedback management, project support and strategy design. Joined FirstBank in 2010 to drive the Service Excellence Transformation initiative which is a key element of the Bank’s six year Corporate Strategy. Transited to Corporate Transformation Department which oversees and delivers on projects/ programs that help the organization achieve its corporate strategic objective. In 2014, I worked as the ‘business owner’ of the ‘Service Management’ Module of Microsoft Dynamics CRM 2011; this was successfully deployed with considerable cost savings to the bank.I lead the FirstBank /Ernst & Young project team that developed a best in class complaints management governance framework for the bank, this involved restructuring the existing process, developing a new complaints handling policy in line with BSI standards, training staff and implementing the target operating model (cost savings of $500,000.00 in 6 months). I successfully spearheaded the British Standards Institute Certification for Complaints Handling & Customer Satisfaction ISO10002:2004. I worked extensively with diverse consultants like EY, KPMG and Accenture to improve the overall service experience of FirstBank customers within controlled budget and meeting the bank’s cost reduction drive. My major career objective is to deliver/provide multi/Omni channel experience for my customers, deepen existing channels, improve user experience, increase customer advocacy whilst bringing value to the business. I was able to meet the requirements of various internal stakeholders through the application of a consumer driven approach and automation to improve products and services. Succesfully implemented ISO 9001:2015 QMS model for FirstBankmittee level with some Board level experiences.