Professional Summary

Experienced Business Analyst, with over 6 years of sound knowledge in requirement gathering, Integration(API), Process improvement, gap analysis, managing and documenting business and functional requirements, Process improvement, a good understanding of the Software Development Life Cycle (SDLC) methodology, and Project Management Life Cycle.

Thorough understanding with hands-on experience of Waterfall and understanding of Agile methodologies with excellent communication, documentation, facilitation skills with the ability to manage and collaborate with others to achieve set objectives.

Understanding of Enterprise Change Management and Unified Modeling Language (UML) such as Use Case diagram, activity, sequence, and workflow diagrams.

Work Experience

CALM HOUSING COOP (September 2020 – December 2021)

position: BUSINESS ANALYST

PROJECT: Creation of an application platform for approval of housing loans to eligible members of the Cooperative society. Worked with the team to determine the appropriate criteria; Affordability index, income, data spooled credit report, risk factors, debt burden ratio. The system was designed to reject ineligible members and approve eligible members (by principle) until documentation is received.

Task Performed

Eliciting user and business requirements through interviews and survey

Working with stakeholders to define product feature requests, business requirement specifications, and change requests; documented requirements and converted them into technical specifications

Identification and mitigation of the risks associated with participating members of the housing cooperative society.

Providing support and training to the system users by developing, maintaining, and managing all content for the enhanced system training curriculum.

Liaising with external third-party organizations; validating and reconciliation of third-party business requirements with the designed solution.

Evaluating the criteria defined by the Federal Mortgage Bank to ensure eligible members of the cooperative society can access the National housing fund.

Establishing client expectations of project scope, deliverables, procedures for project communications, and dissemination of information for team members using project communication plan.

Receive, review member applications and create recommendations to the Clients.

Work with the Project Manager in assessing and monitoring the database of clients to identify potential problems, proactively identify solutions to address them, and escalate unresolved issues timely.

Acting as a scribe in project meetings to Review Business Plans and circulate meeting notes by email.

Assisting Project Manager in developing and maintaining a detailed project schedule and providing project support for projects team leads in updating Weekly Project Status reports.

KEY DELIVERABLES: Process flows, Evaluation scoring matrix, Requirement document, Process Map, Use Case Diagram, Raci Matrix, User Acceptance Test, Business Solution Mapping document, Business Requirement Document, Acceptance Criteria, Data Mapping, MS project, excel tools.

TD WEALTH (JULY 2019 – JULY 2020)

Position: OPERATIONS/BUSINESS ANALYST

PROJECT: Upgrade Of The Cheque Originating Software through the Application Programming Interface(API) of the Client Information System to enable quicker processing of Client Investment Requests. This included the creation of the system requirement document, planning and monitoring of the daily transfers out requests within defined procedures, supporting daily workflow plans for cheques and investment postdates, Preparing daily transfer reports to identify loopholes and process improvement areas, assisting team members with the management of financial institutions counterparts which led to a seamless exchange.

Task Performed

Identified opportunities for improvement of client investment requests through the Electronic Imaging System.

Designed “as-is” role-based process flow diagram (swim lane), for stakeholders to fully understand the impact of the proposed requirements on the actors in the business

Documented business rules and the requirements needed for a feature to be executed from beginning to end.

Worked with the team to improve service delivery and support process improvement initiatives.

Supported in analysis, development, testing, and implementation of the operating system.

Developed new processes and procedures to enhance daily unit operations.

Escalated processing issues where necessary to ensure a high level of service is maintained.

Completed investigations – reported/escalated risk issues identified or process gaps.

Adhered to Service Level Agreements (SLA) and internal service delivery standards.

Prioritized and managed own workload to meet SLA requirements for service and productivity.

Followed firm and industry regulations and operating practices in completing and recording transactions for either the firm or clients.

Ensured documentation prepared/completed is accurate and properly reflects client/business intentions and is consistent with relevant rules/regulations.

KEY DELIVERABLES: Process flows, Gap analysis, Process Map, Use Case Diagram, Raci Matrix, Business Solution Mapping document, MS project, excel tools.

FIRST CITY MONUMENT BANK ( JUL 2015 – APR 2019)

Position: Business/Process Analyst (Retail Banking)

PROJECT: Upgrade of the loan system and Integration of the Retail Loan Management System (Kastle) with the digital channels – Internet Banking, Mobile Application, ATM . I used the business requirement document, process/procedural change document, stakeholder analysis, vendor assessment, reporting of net promoter score, loan disbursement tracker. I championed projects and initiatives to ensure end to end implementation, supported the implementation of the new loan application system which led to a 30% improvement of turnaround time, Boosted the use of digital channels for loan applications made by the bank’s retail customers, Integrated the loan application system with the digital channels to quicker, Effectively worked with my team to reduce the rate of rework on loan applications by 25%, resulting to better loan processing time and quicker disbursement of loans to customers.

Task Performed

Worked with key stakeholders to implement an upgrade of the Loan applications system by calling APIs of the core banking systems to push accurate information to digital customer channels.

Elicited and documented Business functional and Non-functional requirement

Organized JAD sessions to resolve conflicts when the time was of the essence.

Created use case diagrams and business requirement documents.

Conducted requirement refinement sessions and updated existing documents with feedback from Business and team members.

Followed up with stakeholders to obtain signoffs of all documents.

Utilized MS Visio to create process flow charts and use cases diagrams to provide a detailed outline of the various actors of the system and how the various components of the system interacted.

Created a requirements workstream plan and aligned with the software development team for weekly status report updates.

Participated in Sprint Planning sessions, daily scrum meetings, sprint review, and retrospectives.

Consulted with assigned lines of business to identify, analyze and validate business needs, challenges, risks, and opportunities to articulate and translate business requests into business solutions.

Identified and documented business rules and the requirements needed for a feature to be executed from beginning to end.

Conducted gap analysis to identify gaps between the legacy systems and the new business requirement.

Organized and facilitated review sessions with stakeholders to validate and signoff requirements

Reviewed Solution design documents (SDD) prepared by the developer and supported the operations team in preparing business process models, developing use cases, and process workflows.

Created change request documents for any requirement revised during development and testing.

Assigned as resident subject matter expert (SME) on the upgraded solution, developed use cases, and participated in user acceptance testing (UAT) to ensure the solution meets business requirements.

Traced and monitored the functional requirements through all the SDLC delivery stages to ensure there were no gaps between what was specified and what was ready to be deployed, identified scope issues for escalation to the Project Manager.

Provided support and training to the system users, developed and maintained and managed all content for the enhanced system training curriculum.

Liaised with external third-party and organizations, both on-shore and off-shore; validated and reconciled third-party business requirements with the designed solution.

Key deliverables: Process flows, Business Case, Solution design document, Evaluation scoring matrix, Requirement document, Process Map, Use Case Diagram, Raci Matrix, User Acceptance Test, Business Solution Mapping document, Business Requirement Document, Acceptance Criteria, Data Mapping, MS project, excel tools, communication, Job Cards, Report Analysis, Monthly process review slides, Call Scripts, Change request

COTTAGE ASSET & LOGISTICS MANAGEMENT LIMITED (AUG 2014 - JUNE 2015)

Position: Business Analyst

PROJECT: Creation of A Vendor Cards Platform For Seamless Payment Of Electricity Bills To The Power Distribution Company. Identified the need and scope of the system need, Managed the entire end-to-end process by putting together the business process mapping document, identified the user and human interfaces of each change point.

Task Performed

Elicited user and business requirements through interviews and survey

Designed "as-is" role-based process flow diagram (swim lane), for stakeholders to fully understand the impact of the proposed requirements on the actors in business

Utilized MS Visio to create process flow charts to provide a detailed outline of the various actors of the system and how various components of the system interacted.

Worked with business users to define product feature requests, business requirement specifications, and change requests; documented requirements and converted them into technical specifications.

Reported, managed, and tracked software defects in collaboration with the developer.

Documented and prepared user training manual on newly implemented business application modules, provided support on post-implementation training sessions for trainers.

KEY DELIVERABLES: Process flows, Gap analysis, Process Map, Use Case Diagram, Raci Matrix, Business Solution Mapping document, MS project, excel tools.

LLOYDS BANKING GROUP(SEPT 2013 – AUG 2014)

Position: Process ANALYST

PROJECT: Implementation Of Crm Microsoft Dynamics For Processing Redress Of Missold Card Policies. We identified improvement areas by creating a gap analysis document, provided the team with training support pre-implementation and post-implementation which led to a successful project hand-off.

Task Performed

Worked with the team set up by Capita for Lloyds Banking Group on a ‘Project Chicago’ to redress customers who had been mis-sold card policies. We successfully offered redress and ensured customers were treated fairly and in line with the regulatory standards, which restored their faith in the system.

Conducted thorough investigations of individual cases, liaised with the customers and other parties as appropriate via various media (e.g. written, telephone), ensuring a complete record of all information gathered or given is maintained.

Weighed up all relevant evidence in line with current guidance and procedures.

Acquired information where necessary to perform accurate redress calculations, using the relevant support tools in line with client and regulatory guidelines.

Communicated effectively with customers and successfully negotiated claims to ensure that cases were judged objectively.

Identified and resolved customer problems and complaints, liaising with relevant parties to ensure that issues and situations are rectified within the shortest possible timeframe and that an excellent customer relationship is maintained.

Delivered consistent high levels of customer service; acting proactively and professionally to meet customer and client expectations.

Key Deliverables: Process flows, Gap analysis, Process Map, Use Case Diagram, Raci Matrix, Business Solution Mapping document, MS project, excel tools.

ROYAL BANK OF SCOTLAND (SEPTEMBER 2012 – AUGUST 2013)

Position: CASE HANDLER

Task Performed

Achieved targets and positive outcomes for customers and the bank by ensuring their Tax needs by ensuring ISA (Individual Savings Account) and tax-related concerns and queries for the customers.

Maintained better quality checking standards in compliance with HMRC rules and regulations. Answered incoming customer service inquiries.

Worked to clear quality standards and adhere to processes while treating the customer fairly.

Worked daily queries to meet SLA which helps meet up with Customer and bank expectations.

Worked alongside the lending team to process and approve Graduate loans using the eligibility and Affordability index.

Carried out detailed investigations on customer accounts before due approval is granted on loans applications.

Education

MSc. International Business 2012 University of Salford Bachelor of Science, Economics 2008 Covenant University

CERTIFICATION

Certificate in Business Analysis 2019

Certified Scrum Master 2019

Certified Business Analysis Professional (CBAP) – In view 2022

PROFESSIONAL AFFILIATION

Member of International Institute of Business Analysis (IIBA)

Member of the Scrum Alliance.

Summary of Skills

Industries

Banking, Finance, and Logistics.

Applications/Softwares Used

Jira, Microsoft Visio, Microsoft Outlook, Microsoft Project, Microsoft Office Suite, SharePoint, CRM, Microsoft dynamics.

Requirement Elicitation Methods

Client Facing, Interviewing, Job Shadowing, Document Analysis, Focus Groups & Joint Application Design (JAD) Workshops.

SDLC Methodologies

Waterfall, Agile.

Project Management

Project Status update, Stakeholder analysis, Tracking deliverables, Weekly status report.

Reporting Tools

Excel.

Soft Skills

Written/Verbal Communication, Problem Solving/Analytical, Interpersonal, Organization, Change Management, Facilitating and Multitasking, Presentation, Issue Resolution, Vendor Management, Project Management, Use Case Analysis

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