 To provide overall leadership and direction for service delivery at the division, coordinate operations, processes, customer services, physical structure and utilities and general administration of the organization. Worked with project stakeholders to validate their requirements and analysis models via reviews and walkthroughs. Documented as-is processes with flowcharts and BPMN 2.0 using MS Visio which served as input for training new hires. Drove employee engagement and a high-performance culture through feedback and coaching sessions, auditing, calibration, creating an environment where people can excel through accountability, encouragement and empowerment. Influenced progress on projects; handled escalations, reported project status and mitigated risks by providing visibility on impacted tasks/activities to ensure that projects met deadlines. Acted as a change management lead by assisting with the implementation of new policies and procedures. Provided support/guidance with testing requirements, and implementation, and manage to transition of the change to the production environment. Supported the procurement department in collating requirements for Request for Information (RFI)/ Proposal (RFP) with vendors. Supported timely engagement management and ensured on-time, at-budget high-quality delivery of client deliverables. Identified and facilitated the development of documentation templates for new and modified business policies and procedures (e.g., standard operating procedures - SOPs - and workflows) to ensure effective implementation of IT technology solutions.

 Facilitated requirement elicitation and oversaw the implementation of a new workflow process initiative utilizing Lean Six Sigma/value streaming mapping, resulting in a significant improvement in loan disbursement turnaround time from 48hours to just 2 hours.  Led walkthroughs, validation and discovery sessions with key stakeholders when eliciting process components in business transformation and improvement projects. Liaised with business users, subject matter experts, and development team to highlight opportunities for process improvements and business process automation for client’s and internal users. Elicited and translated product requirements into comprehensive, complete and accurate business, functional and non-functional requirements to eliminate or reduce ambiguity through active listening, professional business writing, and verbal skills.  Analysed business processes from current state (AS-IS) to future state (TO-BE) through planning, gathering, documenting, and validating detailed business requirements. Coordinated business process and workflow mapping/analysis and documentation using MS Visio which communicated a visual understanding of project objectives to stakeholders. Facilitated Joint Application Design (JAD) sessions to elicit requirements through brainstorming for new and enhanced system development efforts in mobile/online banking and credit underwriting solutions. Liaised with business users, subject matter experts, and development team to highlight opportunities for process improvements and business process automation for client’s and internal users. Decomposed high-level business and user requirements into functional requirements specified in an appropriate level of detail suitable for use by those who must base their work on the requirements. Fulfil business analyst role on projects to identify and assess business impacts and risks, solve complex issues and provide recommendations