- Getting involved in local advocacy groups to promote positive change in the community.
- Youth mentor, providing guidance and support to empower the next generation of leaders.
Hi, I’m
Catherine Ezeafulukwe
Lagos
Summary
Dynamic and results-driven business leader with over 23 years of extensive experience collaborating with senior executives and team members to cultivate strong organizations, develop talented employees, and drive profitable business ventures. Proven expertise as an HR Business Director in delivering strategic and operational HR solutions alongside customer service interventions across diverse industries, including financial services, aviation, consulting, oil and gas, and energy. A strong track record of spearheading critical business initiatives that foster new ventures, accelerate growth, and revitalize underperforming operations is evidenced by significant career advancements, including the roles of HR Director and Business Director at Subsea 7 Nigeria. Successfully led impactful HR start-ups and integration support for multiple business acquisitions while revamping HR functions in multinational organizations to enhance leadership capabilities and achieve efficient workforce management.
Overview
29
years of professional experience
Work History
Eko Electricity Distribution Company
Chief Customer Experience Officer
09.2021 - Current
Job overview
- A member of the Executive Management team reporting to the CEO, with the responsibility of developing and implementing strategic company-wide Customer Experience initiatives required to improve Customer Relations and Brand loyalty across the 11 Business Districts and 30 Zonal offices of the organization.
- Responsibilities and Achievements
- Build a customer-centric culture which drives Customer satisfaction, Customer retention, new business growth and profitable turnover.
- Developed and implemented customer service Touch points that enhanced service delivery. This has led to the improvement of our customer service index from 87% to 99.2% within 2 years.
- Work with other Business Leaders to develop, review and implement enhanced Product designs and strategies for better customer experience.
- Developed processes and tools to increase customer management efficiency across the organization. Our current CRM is not only being used internally but being benchmarked by the Regulators for other DISCOs to emulate
- Conducting regular research on competitors’ offerings and services to ensure competitive advantage resulting in 98% of customer retention to date
- Maintain and ensure Business compliance with Regulatory requirements. Have consistently within the past two (2) years maintained 100% compliance, earning the organization an award for the Best Disco for Customer Service, 2023 and 2024.
- Managing, training, and developing the Customer Service Team
Nigerstar7
Human Resources Director
04.2017 - 03.2021
Job overview
- Responsible for delivering strategic and operational leadership for all Human Resource functions within the organization.
- (a member of the Subsea7 International Group)
- Responsibilities and Achievements
- Spearheaded the successful Integration of employees from parent company (Subsea7 International) to the JV with zero negative impact on business operations.
- Achieved zero lawsuits, arbitrations, and labour strikes during the 2 years of the transitional period.
- Successfully executed the recruiting strategies that facilitated 40% growth in the employee population of the JV in one year, while also achieving a savings of $150,000 in recruitment fees.
- Achieved operational and project targets with HR initiatives that improved employee performance and engagement across the business resulting in a staff growth of 800+ to 1,500 employees and a business growth of 35% increase in annual revenue.
Subsea7
Human Resources Director
08.2012 - 03.2017
Job overview
- Provided and implemented comprehensive human resources support to the business working in partnership with Senior business Leaders and Executives.
- Responsibilities and Achievements
- Developed and executed recruitment, retention, and leadership development initiatives required to ensure availability of resources and capabilities for deployment, and development within the business structure.
- Managed and successfully implemented the organization’s Talent, Diversity and Succession plan which produced four (4) local senior management successors in key business roles including the advent of the 1st Nigerian CEO. Also achieved 7% growth of Female employees in Top management positions.
- Built new compensation policies and enhanced benefits programmes that supported the business attraction and retention strategy. Achieved an average employee turnover of less than 4% consistently for four (4) years.
- Played a key role in the successfully integration of the Subsea7 brand in- country after the Merger with Acergy, France with an average revenue generation of $900m annually, and an employee strength of 800+ of different nationalities.
- Implemented organizational structures that supported excellent project executions within time and budget.
General Electric (GE)
Human Resources Manager Africa
07.2008 - 03.2011
Job overview
- Responsible for all HR-related functions, including workforce planning, recruitment, leadership coaching, employee development, and performance management initiatives for the Energy business in the African Region with an employee strength of 450+, across 8 African countries.
- Designed and implemented all strategic and functional HR initiatives for the energy businesses in Africa. This resulted in the establishment of new business ventures in two (2) additional African countries.
- Contributed immensely to the achievement of the GE Global energy business objectives by providing HR leadership to the regional executives and senior business leaders in the Sub- Sahara and North Africa part of the business.
- Successfully led the talent program for the business. Our approach became the template for operations within the African sub-region.
- Played a key role as part of the team that managed the seamless integration of acquired business into the GE platform.
Virgin Nigeria Airways Limited
Human Resource Manager
03.2005 - 05.2008
Platinum Bank Limited
Human Resources Manager
11.2001 - 05.2003
Indemnity Finance Limited
Head of Human Resources & Administration
05.2003 - 03.2003
Arthur Andersen (now KPMG)
Senior Consultant
09.1996 - 10.2002
Education
University of LagosNigeria
Master of Laws from LLM
01.1998
Nigerian Law SchoolLagos, Nigeria
Barrister at Law from BL
01.1995
University of IbadanNigeria
Bachelor of Law from LLB
01.1994
Skills
- Leadership in HR management
- Talent acquisition strategy
- Strategic talent sourcing
- Succession planning expertise
- Workplace relations management
- Total rewards strategy
- Business performance management
- Experienced with HRIS systems
- Customer engagement proficiency
Affiliations
- Member, Chartered Institute of Personnel Management (CIPM)
- Member, Women in Energy Network
- Member, SHRM
- Member, AHRD Networks
- Member, Chartered Institute of Management Consultants
- Distinguished Leader, Certified Board of Leadership Professionals
Interests
Timeline
Chief Customer Experience Officer
Eko Electricity Distribution Company
09.2021 - Current
Human Resources Director
Nigerstar7
04.2017 - 03.2021
Human Resources Director
Subsea7
08.2012 - 03.2017
Human Resources Manager Africa
General Electric (GE)
07.2008 - 03.2011
Human Resource Manager
Virgin Nigeria Airways Limited
03.2005 - 05.2008
Head of Human Resources & Administration
Indemnity Finance Limited
05.2003 - 03.2003
Human Resources Manager
Platinum Bank Limited
11.2001 - 05.2003
Senior Consultant
Arthur Andersen (now KPMG)
09.1996 - 10.2002
Nigerian Law School
Barrister at Law from BL
University of Ibadan
Bachelor of Law from LLB
University of Lagos
Master of Laws from LLM
HOBBIES
Volunteering, travelling