- Complex Business Analysis & Process Review: Led analysis of business challenges, supporting data-driven decisions. Demonstrated critical thinking and analytical skills in resolving issues.- Business Case & Management Report Creation: Created business cases and reports to justify investments, identifying and tracking key metrics.- Requirements Elicitation & Management: Utilized various techniques, including interviews, workshops, surveys, site visits, use cases, and workflow analysis.- Project Scope & Agile Methodology: Managed timelines and estimates for projects ranging from HKD $500,000 to $3,700,000. Implemented Agile methodologies using Jira, Confluence, and Instagantt.- Stakeholder Engagement & Communication: Engaged stakeholders at all levels, challenging assumptions to ensure solutions met needs.- Clear Documentation & Best Practices: Developed concise documentation, drafted Functional Specifications, supported integration tests, created UAT plans, and prepared training materials.- Market Analysis & Decision Support: Conducted market analyses, presented recommendations, and stayed updated on IT advancements.- Team Support & Continuous Improvement: Supported team improvements, provided production support, resolved issues, and prepared detailed reports using Excel and SQL.

- Sales Management System: Worked extensively with the internal Sales Management System focused on life insurance products. Enabled branch operators to retrieve customer information from core banking systems and recommend suitable life insurance policies through Financial Needs Analysis (FNA).- System Integration & API Management: Managed system integrations with life insurance policy providers through APIs, facilitating policy lifecycle management including purchasing, amending, and renewing policies.- Project Scope Definition & Communication: Defined project scopes for system enhancements, prepared functional specifications, and coordinated with technical teams for implementation. Engaged in both Agile and Waterfall projects to manage project timelines and effort estimation.- Testing & Documentation: Developed test plans, conducted user acceptance testing (UAT), and provided user training. Created clear and comprehensive documentation to support system integration and maintenance.- Production Support & Issue Resolution: Led troubleshooting and resolution of system-related issues, ensuring minimal disruption to business operations. Conducted data verification and analysis using SQL to maintain high data integrity.- Paperless Digitalization Project: Led the "Paperless Digitalization" project to transition from paper-based processes to digital documentation. Successfully reduced paper usage, minimized administrative workload, and enhanced record-keeping efficiency. Coordinated the entire process from ideation to deployment, ensuring seamless implementation and user adoption.- Stakeholder Management: Acted as a key interface between business users and technical developers, ensuring clear communication and successful project outcomes. Engaged in regular stakeholder meetings to gather feedback and make necessary adjustments.

- Project Scope & Communication: Defined project scope with technical teams, focusing on KYC, CDD, and AML system enhancements, using Agile methodologies. Designed bank mobile app UI/UX with Figma and prepared UIs for web systems.- Documentation & Testing: Prepared Functional Specifications, developed test plans, conducted testing, and coordinated UAT. Regularly updated SOPs and provided user training.- Stakeholder & Case Management: Acted as a key interface between technical teams and business users. Supported production problem analysis and managed Ad Hoc KYC, CDD for customer onboarding, STR, EDD, and periodic review and trigger events, processing over 20 cases daily.- Feasibility Studies & Business Analysis: Conducted feasibility studies for new IT initiatives and performed business analysis on banking applications.- Outbound Calls & Compliance: Made over 80 outbound calls a day to verify customer identity and conduct KYC and CDD with customers, ensuring compliance with the Bank's regulations. Demonstrated excellent phone manner and communication skills in all customer interactions.