Uzorchi Christian Onuoha

Business Transformation Process Improvement Change Management Business Systems Analyst

adwm4q@r.postjobfree.com 705-***-****

PROFESSIONAL EXPERIENCE:

A customer-centric IT Professional, with over 12 years of extensive experience in Business and Technology driven transformational projects. Dynamic growth mindset with the ability to function in different organizational set-up, irrespective of the matrix, with an objective of delivering exceptional results. An enthusiastic achiever with a solid background in Business Analysis, Retail Banking, Finance Operations and Payment System Solutions. Well-rounded, enthusiastic, culturally aware professional with a unique ability to relate to diverse populations with various backgrounds.

CORE COMPETENCIES AND SKILLS

Broad Experience in Requirements Gathering & Analysis

Proficient in the Creation of Business cases, User Stories, and Process Modelling/ Design

Exceptional Research, Analytical, and Problem-Solving Skills

Agile, Waterfall, SDLC methodologies

Highly developed planning, organizing, and negotiating skills; can manage multiple tasks and meet deadlines.

12 years of industry experience in Finance Operations, Retail Banking, Payment Solutions, Wealth & Investment Management, and Contact Center Operations; focusing on Process Improvement and solution development

Cross-Functional Team Leadership

Experienced in GAP and Cost-Benefit Analysis and ROIs

Proven skills in Risk and Change Management

Extensive experience with the Use of Dashboards in highlighting risks.

Knowledge of ERP and CRM tools,

Wide-range expertise in Management Information Systems

Proficient in the use of JIRA and Confluence

Defect Management, Software Testing / UAT

M.S Office Suite (PowerPoint, Excel, Teams, Project, and Visio BPMN 2.0)

Experience with Change Management models

Joint Application/Analysis Design (JAD) sessions

PROFESSIONAL EXPERIENCE

Keystone Bank July 2020 Feb 2023

Senior Business Systems Analyst

Responsibilities:

Engaged with Senior Management to understand business strategy and designed reporting solutions that supported performance managements strategic and tactical priorities.

Led workshops with business stakeholders to gather requirements for multiple reporting, analytics, and metrics development for the Sales & Service Effectiveness Reporting initiative.

Performed risk analysis for various reporting initiatives and recommended strategies to mitigate identified risks.

Prepared CRM requirements for Microsoft Dynamics CRM implementation for retail banking groups CRM Advisor Migration Project

Coordinated the documentation of functional requirements and ensured they mapped to Salesforce features.

Managed the Product Backlog for the retail reporting team.

Created process maps, metric and reporting definition documents, data dictionaries, user guides and briefing materials as required.

Leverage Microsoft Visio using BPMN 2.0 standard to create business process maps to support Salesforce implementation.

Coordinated and maintained communication with stakeholders and other cross functional partners

Performed QA, UAT, Regression testing and Post Implementation Reviews to ensure produced reporting meets approved requirements.

Facilitated design sessions with development team to brainstorm on solution options.

Worked within an agile team and served as a liaison between the Dev Team and other stakeholders.

Prepared wire frames and mock-ups to support solution design.

Collaborated with SMEs to develop sound business rules for reporting requirements.

Provided support in the development of future state options, strategy, and the identification of opportunities to improve business performance based on analyzed business processes.

Led daily stand ups and sprint planning and retro sessions

Coordinated extensive issue investigations, troubleshooting and root cause analysis and ensured identified issues/defects were resolved in a timely fashion.

Managed multiple reporting projects while leveraging JIRA and Confluence.

Managed Wealth Management digital channels to deliver enhancements and digitize existing processes to the online digital investing applications (Web, Tablet and Mobile) within an agile environment.

Completed in depth stakeholder analysis to ascertain stakeholder register and communications plans.

Executed re-engineering efforts across global business and regions and helping the Consulting Leadership Team to maintain a global perspective on business transformation and re-engineering efforts.

Participated in the Salesforce CRM implementation for Wealth Management unit.

Supported salesforce User set-up and profile creation.

Performed source to target data mapping to support integration of legacy system to Phoenix.

Created Dataflow diagrams, Wireframes, and mock-ups.

Conducted elaborate assessment of various business processes and produced Process Definition Document (PDD).

Engaged in the management of business stakeholders locally and reiterated the benefits of business process re-engineering to business operations and process owners.

Delivered process re-engineering efforts in a consistent way to the business on time and within scope escalating major blockages/changes to scope in a timely manner to line management.

Completed gap analysis to identify areas for improvement towards achieving future state of business processes in preparation for Automation.

Conducted and led walk-throughs for the purpose of completing validation and eventual signoff.

Delivered re-engineering efforts on globally driven, globally coordinated or priority market process re-engineering initiatives.

Operated at a mid-management level with business and Global Change Delivery stakeholders, acting as a key point of contact for re-engineering, in some cases for a particular global business or priority market.

Executed the re-engineering effort associated with a wider business transformation program and supported business development and demand, when required.

Worked as part of a wider team of consultants reporting to a Senior Director.

Worked in collaboration with different areas of the organization, such as Service Delivery, Software Delivery, IT Operations, Group Strategy and Planning across the globe.

Zenith Bank July 2015 July 2020

Senior Business Analyst (Payments and E-channels)

Responsibilities:

Led the effort to redesign procurement business processes that will support IT systems.

Led efforts to promote and develop a continuous improvement culture across procurement.

Developed Business Cases for process automation consideration.

Supervising day-to-day processing of Domestic settlement transactions across the banks E-payment channels.

Supervising the day-to-day Monitoring, Reconciliation, and Settlement of E-payment transactions done via the banks e-payment channels.

Developed channel strategy and utilized self-service banking technology/products/services to increase the Banks market share, Banks geographic reach, and customer base.

Enhanced and upgraded existing products and services such as internet banking, telephone banking, and mobile banking.

Supported various initiatives in Telesales and Contact Centre operations

Ensured documentation of current state business processes are maintained and up to date.

Collaborated and trained process stakeholders on how to identify and solve process challenges through the simulation of different scenarios, analysis of performance metrics, and advanced optimization techniques in business processes.

Provided support in the development of future state options, strategy, and the identification of opportunities to improve business performance based on analyzed business processes.

Ensured operational ramifications were considered in new product launches or alterations of existing products.

Collaborated with stakeholders to identify performance improvement initiatives focused on creating opportunities for innovation and continuous improvement.

Led designated process teams to integrate business processes and procedures utilizing business process reengineering techniques within the Banks contact center operations.

Researched and reviewed industry best practices and incorporated information into the business process analysis.

Collaborated with business process owners to perform detailed analysis to identify process improvement opportunities.

Documented well-defined processes, policies and procedures with clearly documented accountability to increase efficiency of processes using business process profile templates and MS Visio.

Defined and created current and future state process structure using RACI charts.

Identified benefits realization targets and ensured these are achieved on each project.

Maintained weekly/monthly status reports to key stakeholders tracking the status of the improvement project.

Designed performance metrics program for improvement initiatives of business processes.

Completed knowledge transfer to existing staff to ensure successful program monitoring, execution and reporting on improvement opportunities, progress toward goals, and realized benefits.

Developed transition plans for new or changed processes taking into account organizational, cultural, and operational requirements.

Managed process improvement projects through the project life cycle, utilizing project management methodologies.

Supported the technical team and the business in relation to requirement gathering, writing user stories for the enhancement of the core banking application from Oracle Flex cube 10 to UBS 12.0 using the waterfall methodology.

Created and managed stakeholder engagement, updating project document as needed.

Participate in the analysis and definition of efficient, cost-effective solutions that support clients business products and processes and functional requirements.

Manage operational process and function as liaison between cross functional teams and vendor to ensure taxes are identified, reported and remitted in a timely manner.

Assist in the decrease of the turnaround time between initial requests to delivery of key customer centric business processes.

Develop improvements to existing processes to deliver improved business performance.

Track and reported on enhancement requests and development efforts to provide visibility to senior management on timeline for expected changes/improvements.

Developed project plans, work breakdown structures (WBS), and baseline data for project requirements.

Analyzed current states of affairs (As Is), formulate future state (To Be), and performed gap analysis.

Acted as project lead in some instances and support the Project manager to ensure that the project remained within timelines and that there is no scope creep.

Zenith Bank June 2008 January 2015

Operations Manager, Customer Experience Transformation Program

Responsibilities:

Collaborated across departments to advance the end to end of objective of delivering superior customer experience.

Reconciliation, Preparation and Presentation of monthly GL reports to determine the profitability of the bank

Developed communication plan to proactively engage key stakeholders.

Carried out Local Money Transfers and NEFT/NIBSS Transfers for various customers.

Reconciled general ledger to verify financial information before releasing it to the public.

Led key projects, including Customer Experience Transformation initiative, with responsibility for overall success.

Galvanized stakeholders to establish governance processes and accelerated the system integration roadmap required to converge to a single CX platform and associated interfaces (e.g. CRM, ERP, Internet Banking etc.)

Coordinated vendor activities related to project plans, working groups, deliverables, prototypes, system testing and validation, quality assurance and change management activities.

Project Management and process improvement coordination, Implementation, and successful rollout of card projects.

Leveraged techniques such as flowchart mapping for current and future state customer experience to understand the desired end-to-end customer experience across all customer segments and markets.

Verification of onboarding of new accounts, by confirming KYC and going further by ensuring update Customer

Monitor the daily and accurate reconciliation of debit card collection accounts to ensure the banks books are intact and correct repayments are done by the customers.

Bank-wide training, support, and collaboration for branches, Card, and Stationery stock management. Review of card orders, quotes, and card designs from personalization vendors

EDUCATION AND TRAINING

Bachelor of Science, Economics

University of Calabar Calabar, Nigeria

Masters of Business Administration (Management)

University of Benin Benin, Nigeria

International Institute of Business Analysis

Certified Business Analysis Professional (CBAP) (In view)

References

Available on request

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