Project Quality Assurance

Ayo Afonja

* ********** *****, ******** ****** Keynes.MK10 9HJ. Tel: 079**-******

Email: acbfeq@r.postjobfree.com

Profile

A skilled and result driven Business Analyst with extensive experience in

Financial Services spanning over 10 years. Experience in eliciting,

analysing and documenting the requirements for business processes.

Confident communicator with well developed oral, written and presentation

skills, possess smart working practices and interpersonal skills. A

committed team player and also with the drive and enthusiasm to lead,

motivate and inspire others.

Key Skills and Attributes

. Requirements Elicitation, Requirement Breakdown, Systems/Business

Process Analysis, Mind Mapping, Systems Design, Testing, and support

. Proven business analysis skills (Process Review, Mapping, Requirement

Definition and analysis)

. Excellent requirement gathering techniques : interviewing,

presentation, workshop facilitation and research skills

. Excellent Functional and Non-Functional requirements specification and

documentation

. Excellent Business process re-engineering and use of business change

methodologies

. Proven problem finding & solving skills with the ability to develop

creative models

. Robust analytical skills for gathering and translating complex data

into logical MI

. Project Management skills: Status Reporting, Risk and Issue Management

. Knowledge of RAD development techniques

. Ability to think outside the box and give attention to details

. Good interpersonal and client facing skills

. Excellent stakeholder management skills with the ability to build

effective relationships

. Financial Services knowledge and experiences: Mortgages, Insurance,

Pensions, Investments, Compliance, Complaints Handling, Know-Your-

Customer (KYC), Treating Customers Fairly (TCF), Anti-Money-Laundering

(AML), Retail Banking, PPI, FOS, Quality Assurance, Regulation and

Training

. IT skills: MS Office - Project, Visio, Word, Excel, Outlook,

PowerPoint and Access

. Methodologies: Prince2, Agile, Waterfall, Scrum, Lean, ITIL framework

. Business Analysis:UML, BPMN, Use Cases, Gap Analysis, Systems

Analysis, Process Mapping, Root Cause Analysis, Process Design, UML

Rational Rose, MoSCoW, SWOT & PESTLE Analysis.

Work History

April 2013 - Present

Santander

1. Business Analyst - Complaints Assurance

The Project involves reducing variation in the Quality and Compliance

Checking of PPI claims handling process. The objective is to align

scorecards with the FCA Tool Kit, systemising processes and incorporating

risk-based checking as required by the FCA.

Responsibilities:

. Elicited requirements using interviews, brainstorming & workshops and

conducted a deep dive session to capture detailed business

requirements

. Translated business operations and objectives into requirement

. Created business requirement document to capture the requirements to

support the aims of the Project

. Produced functional and non-functional specifications document

. Documented and analysed "as is" and "to be" processes, conducting gap

analysis between the current and future states

. Facilitated workshops to validate requirements and to encourage

stakeholder participation to ensure stakeholder buy-in and secure

quick wins

. Served as liaison between the development team and the business to

ensure that the solution design and implementation match the business

requirements

. Obtained sign-off for business requirements and the recommended

solutions

. Managed requirements control through-out the project lifecycle and

ensuring traceability through to delivery using requirement

traceability matrix

. Familiarised the client with existing and new system functionality

through production of documentation and presentations

. Planned and executed User Acceptance Testing (UAT)

. Created Process Models using UML

Achievement: The use of parallel scorecards for different work streams has

greatly improved the Quality Checking process whilst the next stage of the

project to deliver a PPI QA SharePoint is underway.

October 2012 - March 2013

Santander

2. Business Analyst - Comebacks Project

The intensity of investigated PPI complaints resulted in responses from

customers post final decision which required diverse reactions. The aim of

the project was to develop and implement a new process for "PPI Comebacks".

Responsibilities:

. Conducted group sessions and interviews with subject matter experts,

stakeholders and key users, gathering requirements, identifying high-

level needs and produced Use Cases

. Ensure all major stakeholders are engaged throughout the automation

process

. Analysed the problem domain, and documented the domain and defined

business solution

. Evaluated information gathered and reconciled conflicts

. Converted business requirements into functional requirements and

created business process models from the requirement specification

. Analysed and documented business processes via process modelling and

process maps using Visio

. Designed workflows (process design) and provided regular progress

matrix

. Reviewed and obtained approval for detailed process design and for

final documentation

. Produced and maintained project work plan and project dependencies

. Reviewed UAT plans, acceptance criteria and test scenarios; involved

in UAT process.

Achievement: Produced excellent process maps using Visio that helped to

streamline the business process which led to the creation of a specialised

'Comebacks Team' and further improvements to other business areas.

January 2012 - September 2012

Barclaycard

PPI Remediation Business Analyst

Project synopsis

. Analysed and agreed the need for PPI business change, documented the

scope and requirements for remediation

. Collated requirements, reviewed, updated and revised the existing

complaint handling processes for remediation

. Investigating problems through to resolution, interacting with various

business areas

. Performed Root Cause Analysis, identified improvements and developed

quick and efficient solution options whilst ensuring compliance with

company and industry policies and standards

. Tested and piloted new processes to identify and evaluate all solution

options ensuring that they address business requirements

. Tracked progress, issues and risks, resolved queries and communicated

project status

. Rapidly developed the necessary knowledge of systems, processes and

procedures ensuring that all activities were aligned to business needs,

targets and priorities

. Played the role of an expert consultant providing advise on business and

compliance issues

. Conducted User Acceptance Testing (UAT)

July 2011 - December 2011

Barclaycard

PPI Quality Analyst

. Provided reliable, timely and independent assurance that the PPI

complaints assessed were operating in line with agreed policies,

procedures, time frame and delivered fair outcome

. Assessed the competency of complaint handlers driving improvement in

their skills and knowledge by providing written and verbal feedback to

support individual's development plans

. Supported the activities of work streams (Complaints Handlers, Quality

Checkers) teams, contributing to their development, training and

accreditation ensuring the delivery of a consistent outcome on cases

worked

. Developed insightful management information to report on results from

assessments and an ability to detect trends or systemic issues

. Carried out Check-the-Checker reviews on PPI QC agents

. Worked to strict deadlines and targets as required by the business

October 2010 - July 2011

Santander

Senior Customer Complaint Resolver (FOS Team)

. Carried out full investigations into banking and Fraud complaints that

customers raised with the Financial Ombudsman (FOS)

. Wrote detailed submissions and decision reports

. Closely liaised with FOS Adjudicators to complete investigations to

mutually agreeable resolutions, including redress and Distress and

Inconvenience calculations where applicable

. Handled FOS complaints from cradle to grave handling on Submissions,

Further Information Requests, FOS Views and Closures

FOS Prevention (Secondment)

. Reviewed customer complaints against company Service Level Agreements

within regulatory time frame to prevent complaints from escalating to the

Financial Ombudsman

. Liaised with other parts of the business to fix customers' issues which

had not been previously resolved

. Resolved customer complaints over the telephone, negotiated and offered

compensation

. Wrote to clients with full and final responses to their complaint

. Reviewed other case managers' reports in the event of client

dissatisfaction writing back to clients with either a confirmation of the

original decision or a revised decision/offer

. Maintained accurate statistics on cases handled, compensation offered and

cases closed.

2009 - 2010

Volunteer Presenter - Financial Capability Workplace Project for the CFEB

(Consumer Financial Education Body) part of the Financial Services

Authority now the Financial Conduct Authority.

. Delivered Seminars at various locations on behalf of The FSA's

Workplace program "Make the Most of Your Money" this provides

holistic, generic and non-commercial financial education to employees

in their place of work.

July 2008 - April 2011

GFM Solutions Ltd (Appointed Representative of TENETLIME Ltd) - Mortgages

& Protection Adviser

. Managed all aspects of the office including networking, negotiating,

processes and marketing

. Gathered data through fact finding (Know-your-customer) exercises -

recorded clients' needs, objectives and requirements

. Issued compliance documents - terms of business, fee agreements, Initial

Disclosure Document (IDD), Key Fact Illustrations (KFI) and fact sheets

in accordance with ICOB and MCOB rules

. Advised customers and made recommendations, completed and packaged

application/proposal forms

. Verified identity for money laundering purposes and monitored

application progress

. Ensured compliance standards and processes were maintained throughout the

case lifecycle

. Prepared reports and wrote bespoke suitability letters in line with

agreed recommendations

. Set appropriate measures to implement, monitor and improve TCF -

(Treating Customers Fairly) within the business

April 2004 - June 2008

Mortgage Broker/Manager - 1st Financial Foundations Ltd.

. Organised financial education road shows, training and presentations

. Accomplished liaison with property investment training and mentoring

clubs for reciprocal business

. Negotiated commission levels and established professional relationships

with Lenders, Packagers, Estate Agents, builders, solicitors, surveyors,

accountants, property developers and other stakeholders

. Researched and offered Whole-Of-Market advise and recommendations on

regulated and non-regulated financial products, residential and

commercial deals and often exceeded sales targets

. Issued compliance documentation and verified identity for money

laundering purposes

. Wrote bespoke suitability letters to customers summarising

recommendations made and advise given

. Managed and mentored a team of trainee advisers, supervised and checked

files in preparation for competency status reviews

September 2002 - April 2004

Mortgage Administrator - 1st Financial Foundations Ltd.

. Generally assisted with office management and provided operational

support

. Served as a technical reference point for less experienced staff

. Reviewed existing customers' policies to identify sales opportunities and

policy renewals

. Liaised with advisers on remedial actions on compliance and file checks

. Assisted in revising practise processes and procedures to enhance service

levels, business volumes and quality

. Maintained and updated customer database and ensured that contacts were

properly grouped and segmented for targeted marketing

. Standardised all processes, reports and business logs

Earlier career history available upon request.

Qualifications & Certifications

. Foundation Certificate in Business Analysis

. Diploma in Financial Planning

. Financial Planning Certificate - FPC 1, 2 & 3

. Prince 2 - Foundation

. CeCM - Certificate in Commercial Mortgages

. CeMAP - Certificate in Mortgage Advice and Practice

. B.Sc. Economics

Industry Courses

. AML - Anti-Money Laundering.

. KYC - Know Your Customer.

. Data Protection.

. FSA Complaints Handling Rules.

. Bribery and Corruption.

. TCF - Treating Customers Fairly.

Professional Membership

. PFS - The Personal Finance Society - Member

. CII - Chattered Insurance Institute - Member

. IFS - Institute of Financial Services - Member

. APM - Association of Project Management - Associate Member

Hobbies & Sports: Singing, travelling, swimming, bike riding.

References available on request.

Contact this candidate