Customer Service Universal Banker

Taiye Aliyu, CBAP, SMC, CRA, CORM, MBA

639-***-**** *****.******@*****.***, Regina SK

risk management business analysis agile & scrum

A vibrant and solution-focused professional 10+ years’ experience in Risk Management, project management, process mapping and improvement, QA/System testing and user adoption, business analyst and Scrum Master, Banking and financial services. A driven, self-motivated, and an excellent communicator, acknowledged for liaising effectively between various stakeholders to perfectly identify, research and analyze business processes, procedures, designs and implementing business solutions.

Areas of Expertise

• Prompt Risk Identification

• Root Cause Analysis

• Business Improvement Process Analysis

• Quality Assurance

• Risk Analysis

• Backlog Management

• Excellent written, verbal communication & reporting skills

• Data Analysis & Investigations

• Strong Analytical & Problem-Solving Skills

• Agile Metrics and Waterfall KPIs

• Epics and User Stories

• Removing Impediments

• Scrum Framework

• Meeting Facilitation

• Regression Tests

• User Acceptance Testing (UAT)

tools & Technologies

JIRA, Confluence, MS Office (MS Word, Excel, Power Point, Outlook), Trello, Slack.

Professional Experience

business manager (RISK). July 2017 -April 2024

standard chartered

• Ensured that all material operational risks are identified, assessed, mitigated, monitored and reported to relevant governance forums

• Execution of existing process controls in line with adopted Business SLAs

• Assisted in Managing the FM Business Operational Risk Forum (BORF) in the country. Ensure absolute adherence to country BAU OR deadlines and effective business escalation from BORF to the Country Operational Risk Committee (CORC), Process Governance Committee, and Group Business Risk Committee (GBRC)

• Participated in peer reviews in the FM business; this may involve travel to other markets to conduct such reviews and share best practice

• Developed control enhancements to ensure that any known risks are controlled within acceptable boundaries and consistent standards.

• Challenge/question business strategy with operational risk appetite and seek to optimise the business’ risk- return profile

• Demonstrated and maintained a knowledge of the end-to-end processes for the Bank’s Treasury team

• Liaised with Treasury Finance Partner to prepare and file financial and regulatory reports

• Collecting and validating system generated data for month end reconciliations

• Worked with Finance and Business stakeholders to continuously ensure integrity of TP system mappings to General Ledger

• Worked with cross-functional & cross border teams to deliver the FX business strategic objectives

manager client experience June 2012 – Sept. 2019

standard chartered- Nigeria

Project Name: BVN deployment and integration: BVN (Biometric Verification Number)

Responsible for solution compliance with regulatory requirements of Central Bank of Nigeria during the deployment and integration.

• Collaborated with the development team, product stakeholders, and end-users to understand, manage and document business requirements.

• Worked closely with all stakeholders to ensure designs meet requirements and customer needs.

• Developed briefing notes and presentations for executive management including key recommendations.

• Performed post-implementation audit and process flow analysis of BVN Solution in line with the business objective

Complaint Management Including Resolution Managed complaints to deliver on the target KPI’s

• Ensured timely processing of complaints logged in the Complaints Management System and customer feedback forms to deliver on CE and Retail Clients turnaround time.

• Ensure that all complaints logged on the Complaints Management System are accurate and follow the required work flow.

• Ensured acknowledgement and closure messages are sent out for all complaints received.

• Contributed to up-skilling of frontline and complaint handlers on quality of complaint handling.

Service Improvements

• Contributed ideas towards how to continually improve complaint management process

• Contributed a minimum of 4 magic ideas identified from customer complaints and see them to full implementation

• Contributed towards building quality service recovery capabilities of non-Client Experience functions ( frontline & support) as subject matter experts in complaints resolutions, customer management, Bank’s process & related product knowledge, policies & procedures through trainings

• Personally coached officers to enable fulfilment of service

• Drove utilisation of the bank reversal policy & Empowerment grid with the frontline

• Tracked & eliminate repeat complaints

• Followed up and report progress in monthly Client Executive council meetings

Business Operational Risk Manager September 2011 to December 2015

Standard Chartered Bank

(Retail Banking Products)

Role Experience and Responsibilities:

Implement & Monitor operational Risk management framework

• Ensured adherence to the ORMAF in the identification, assessment, mitigation and control and monitoring of risk. Ensure sufficient traction and follow through management actions to mitigate identified operational risks exposure.

• Expert in the analysis of risks from a sectoral, country especially from within the context of money Laundering, terrorism financing

• Ensured adherence to the Operational risk Management Framework in the identification, assessment,

• mitigation and control and monitoring of risk. Ensure sufficient traction and follow through management actions to mitigate identified operational risks exposure

• Ensured that relevant Group and Business policies are effectively embedded within business unit. Facilitate the implementation of key control standards (KCS), related key control sample Tests (CST)

• Ensured consistent deployment and execution of KCS, CST and KRI within the Business unit.

• Ensured losses, risk events, policy deviations, KCSA & KRI exceptions are recorded, reviewed and reported. Engage appropriate stakeholders to ensure timely remedial actions and escalation of situations that pose significant risk.

• Coordinated training program on FATCA across all regions in the country

Selected Accomplishments:

• Developed a framework and process-note for monitoring credit card transactions for potential money laundering and terrorism financing.

Customer Due Diligence Officer / Unit Operational Risk Officer November 2008 to Sep 2011

Standard Chartered Bank.

Role Experience and Responsibilities:

• Ensured periodic review is carried out on Customer Due Diligence due accounts.

• Ensured Customer Due Diligence Quality assurance is performed on all account opening packages

• Ensured adequate Customer Due Diligence and AML measures are deployed in line with the Group and Regulatory requirements

• Ensured workflow is reviewed periodically to improve efficiency and control.

Education & professional development

Bachelor of Agriculture (B. Agric), University of Ilorin, Ilorin Nigeria

Master of Business Administration (MBA), Obafemi Awolowo University Ile Ife, Ile Ife, Nigeria

Professional certifications

SCM- Scrum Master Certified. 2022

Mental Health first Aider (Mental Health First Aid (MHFA) England). 2022

CRA- Certified Risk Analyst (Global Academy of Finance and Management (USA) 2021

CRA- Certified Risk Analyst (Global Academy of Finance and Management (USA). 2021

CBAP- Certified Business Analysis Professional (International Institute of Business Analysis) 2021

CISI- Operational Risk Certification (Chartered Institute for Securities & Investment) UK 2018

UK ACI Treasury Dealing 2017

references

Available Upon Request

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