Business Analyst E-Commerce

Musa Elmaghrabi, SPOC®, CSM®, MBA®

Business Analyst

Specialized in Financial Solutions, E-commerce, SaaS, and Retirement Tools SUCCESS HIGHLIGHTS

● Strategic Process Optimization: Led a transformational initiative at PennyMac to consolidate and optimize end-to-end service processes, reducing manual workflows by 75% and enhancing communication across the Broker Direct Lending Department

(BDL).

● Pension Administration: Automated and optimized operational processes for pension administration, reducing manual effort and improving compliance for financial institutions.

● Client Retention Excellence: Retained Ultra High-Net-Worth clients at City National Bank by delivering an exceptional customer experience.

● Global Business Analysis Leadership: Spearheaded global analysis initiatives at PennyMac, boosting profitability and driving margin expansion.

● Operational Efficiency & Automation: Implemented automation and optimization solutions across various business domains, increasing workflow effectiveness and reducing manual effort.

● Retirement Tools Expertise: At Union Bank, utilized SEI tools to enhance retirement solutions, including Defined Benefit applications managing participant, sponsor, and admin views, streamlining calculations and portfolio management.

● Leadership & Collaboration: Fostered a culture of innovation and collaboration, aligning teams toward common goals for improved performance and market competitiveness.

● Recognized Excellence: Consistently acknowledged for leadership and strategic impact on organizational growth and operational success.

TOOLS & TECHNOLOGIES

● Project Management: Jira, Azure, Confluence, Visio, Project, Google and Microsoft Suite

● Financial Tools: SEI Portfolio Dashboards, Defined Benefit Applications

● Process Improvement: Agile, JAD Sessions, Girken: Behavioral Driven Development

(BDD)

● SaaS & E-commerce: SaaS Product Development, Google Analytics, A/B Testing

● UI/UX Design: Prototypes, Heatmaps, Wireframes

KEY INDUSTRIES

Financial Services Mortgage Lending E-commerce Life Sciences Streaming Media Retirement Solutions

PROFESSIONAL EXPERIENCE

EverBright Financial Solutions — Irvine, CA

Financial Systems Analyst

April 2024 – Present

● Collaborated with cross-functional mortgage operations and technology teams to gather, document, and analyze business requirements for system enhancements.

● Supported implementation and optimization of loan origination and servicing systems to improve operational efficiency.

● Conducted UAT testing, data analysis, and workflow documentation for process improvements and reporting automation.

● Worked closely with stakeholders to identify pain points and recommend solutions aligned with business objectives.

PennyMac – Agoura Hills, CA

Business Analyst / Product Analyst

June 2021 – March 2024

● Conducted detailed market research and analysis to identify investment opportunities and trends, including retirement solutions and pension plan strategies.

● Led business analysis for the CUES SaaS application, streamlining mortgage operations with insights-driven dashboards and heatmaps.

● Organized and facilitated Joint Application Design (JAD) sessions, documenting user stories, and functional requirements.

● Collaborated with development teams, delivering custom application functionalities while improving the CUES application interface.

● Utilized Azure DevOps (ADO) and Jira to manage project lifecycles.

● Created cross-functional diagrams in Visio to map mortgage workflows, improving operational clarity and decision-making.

City National Bank – Los Angeles, CA

Business Analyst

November 2019 – May 2021

● Delivered personalized pension management strategies, optimizing clients’ retirement benefits and long-term financial security.

● Collaborated with technical teams to enhance defined benefit plan workflows, ensuring seamless administration and compliance.

● Managed retirement solutions utilizing SEI tools, optimizing Defined Benefit applications for participant, sponsor, and admin views.

● Led the analysis for online credit card disputes, enhancing customer satisfaction by 20%.

● Facilitated comprehensive requirements gathering and user story development, aligning technical solutions with business objectives.

Union Bank – Los Angeles, CA

Business Analyst

February 2018 – October 2019

● Focused on retirement portfolio management through SEI dashboards and financial solutions.

● Led the development of pension management systems, automating key tasks such as benefit calculations and participant account management.

● Managed Defined Benefit applications, administering participant and sponsor interactions and performing benefit calculations.

● Supported the end-to-end implementation of enhanced user flows for credit card and retirement tools.

● Delivered client demos and maintained comprehensive product backlogs, improving efficiency and alignment with business goals.

DirecTV – El Segundo, CA

Business Analyst

April 2016 – December 2017

● Successfully launched DirecTV NOW, achieving a 45% increase in customer acquisition within the first quarter, generating $5M in revenue.

● Managed product launch requirements, creating cross-functional process flows for improved operational efficiency.

Accenture – Los Angeles, CA

Business Analyst

January 2015 – March 2016

● Delivered strategic digital transformation for a life sciences client, enhancing web application compliance with FDA standards.

● Implemented pension plan solutions for corporate clients, including the automation of retirement benefit processing.

● Worked closely with cross-functional teams to deliver retirement tools that streamlined pension workflows and improved regulatory compliance.

● Provided ongoing support for pension systems, ensuring continuous improvements and alignment with client needs.

● Provided retirement management expertise across client-facing tools, optimizing benefit calculations and user interfaces.

EDUCATION & CERTIFICATIONS

● Master’s in Business Administration and Information Technology University of Phoenix – Woodland Hills, CA

● Bachelor of Science in Business Administration & Finance California State University, Northridge – Northridge, CA

● Certified Scrum Master (CSM®)

● Scrum Product Owner Certified (SPOC®)

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