Toyin Fashakin , Pmp, Cbap, Itil, Lssb, Prince2 Email & Phone Number

Lagos, Nigeria

Oversee the digital transformation and automation initiatives of a leading fintech, driving innovation and technology adoption to enhance business processes and deliver superior customer experiences.Lead cross-functional teams in the planning and execution of enterprise-wide projects focused on solving critical business problems and introducing new business changes.Employ industry best practices and methodologies to assess, analyze, and optimize existing processes, resulting in improved efficiency, reduced costs, and increased customer satisfaction.Collaborate closely with stakeholders at all levels to understand business requirements, align IT strategies, and deliver high-impact solutions that address organizational needs.Implement robust risk planning measures to ensure project success, proactively identifying and mitigating potential risks and issues.Oversee product management activities, from ideation to launch, leveraging market insights and customer feedback to drive product innovation and differentiation.

Nigeria

Managed enterprise and strategic resource functions projects targeted at introducing new business changes and improving customer experiences by leading teams involving product owners, business analysts, project managers, developers and QA to deliver results.Managed and tracked digital enterprise initiatives from project initiation, requirements elicitation, software development, user acceptance testing, change request to handover. Managed enterprise projects targeted at introducing new business changes and improving customer experiences by leading product development to deliver results.Coordinated daily stand up, definition of done/not done, eliminating impediments, coached the integration team and ensuring product owners concerns are addressed.Implemented a Customer Relationship Management (CRM) application targeted at helping business units grow revenue through mining of information from data sources and integrating back-end systems for insights on customer transactions behavior and spend pattern modelling.Managed the upgrade of the call center solution infrastructure and associated peripherals across the organization and its African subsidiaries to improve the provision of unified communications for better customer experience, increased productivity, and enhanced financial performance. Managed the proposition, procurement and implementation of a cloud-based bulk email solution to enable the business build smart conversations with customers across different channels. (CRM, Mobile Banking, Online Banking and Email) Led the acquisition and implementation of an Integrated Voice Response (IVR) solution to enable the business proffer excellent customer experience via customized journeys (including self- services) using pre-set menu options. This was targeted at improving satisfaction scores, loyalty, and lifetime value to customers via improved employee efficiency, workforce mobility and customer service.

Was responsible for the design and implementation of program management framework, program prioritization using standardized matrixes, performance measurement using standardized tools, stakeholder [internal & external] management and established methodologies (Waterfall and Agile).Provided leadership for the IT Project Management Office (PMO) to ensure projects are delivered on time and within budget using established project management methodologies and standards, while meeting or exceeding business and IT expectations. Supported the portfolio management decision process through the creation of project charters, scope documents, risk assessment and budget planning. Was responsible for project definition, process management, documentation, resource allocation, stakeholder management, change request management and milestone reporting. Identified and assessed risks associated with the implementation of project and project deliverables, document identified risks and risk response Identify and anticipate risks and issues. Facilitate resolution, mitigation, and appropriate escalation Assessed inter-project dependencies and gauge the financial impact and risk of the project Defined project quality standards and enforced adherence to the standards during project execution and delivery Measure and report value achieved, and business benefits realized through projects o Coordinated project communication between the technology and business communities Provided leadership and technical guidance to IT PMO team members Lead efforts around work plans, schedules, project estimates, resource plans and status reports

Lagos

Responsible for the coordination and smooth running of all Technology division’s processes, procedures and activities to enable it achieve set objectives and strategic goals within the set timelines. Manage the information flow between all Technology teams for proper cohesion and timely delivery of all IT tasks and projects.Budget Planning and Analysis:Perform budget planning for the Technology division and monitor the implementation through the division’s expenses.Strategy & Planning: Draw up and monitor the Technology Division’s biennial strategies for approval of the Chief Technology officer Communicate strategies, policies and procedures agreed by Technology Management to all IT Staff.Monitor the status and implementation of these strategies on a bi-annual basis.Draw up proper and detailed training plans based on training needs, budget and management priorities for Technology Division.Ensure proper coordination of Technology group man power and skills distribution by keeping track of deployments and redeployments.Coordinate all Technology events and meetings.IT Vendor Management :Monitor the adherence of the bank’s service vendors to the agreed quality assurance and service level agreements.Contribute to the selection of suitable Technology vendors in tendering and contracting process of the bank. Responsible for risk assessment and mitigation in vendors payment processing.Ensure all IT Administration staff comply with the laid down expense policies in vendor management activities.Monitor and ensure all vendor contracts carried out are in accordance with the agreed contract and service terms.Review and ensure accurate and timely payments of IT Vendors in line with the agreed service level agreements (SLA’s).IT Project Management:Coordinate the successful initiation, planning, design, execution, monitoring, controlling and closure of all IT Projects.

Lagos

Business Needs Analysis: Collaborated closely with stakeholders and conduct comprehensive analysis to understand the business requirements, challenges, and opportunities. By identifying key pain points and growth areas, I developed strategic recommendations to drive business outcomes.Solution Design and Optimization: Using my deep understanding of financial services payments trends and technologies, I designed innovative solutions that aligned with business objectives. I leveraged agile methodologies to optimize existing processes, systems, and workflows, maximizing efficiency and scalability.Requirements Gathering and Documentation: I engaged stakeholders, including business users, IT teams, and external partners, to elicit and document precise functional and non-functional requirements. This ensured clear communication, alignment, and successful delivery of fintech solutions.Stakeholder Management: I facilitated effective collaboration between diverse stakeholders, including business leaders, developers, designers, and regulatory bodies. By fostering strong relationships and communication channels, I ensure shared understanding, transparency, and buy-in throughout the project lifecycle.Risk Assessment and Mitigation: Identify potential risks and compliance challenges, I conducted thorough assessments to ensure adherence to regulatory frameworks and industry standards. By implementing proactive mitigation strategies, I safeguard operations and enhance trust among stakeholders.Collaboration with Development Teams: I worked closely with development teams, providing them with clear and concise requirements, conducting user acceptance testing, and facilitating feedback loops. This ensures the seamless translation of business needs into effective solutions.Continuous Improvement: I championed a culture of continuous improvement by conducting post-implementation reviews, gathering feedback, and identifying opportunities for enhancement.

Lagos

Conducted comprehensive business analysis, eliciting and documenting user requirements to support the development of solutions and enhancements.Collaborated with cross-functional teams, including developers, designers, and stakeholders, to ensure successful project delivery and alignment with business objectives.Led process improvement initiatives, identifying bottlenecks and inefficiencies and implementing process automation solutions to streamline operations.Acted as a trusted advisor to senior management, providing insights and recommendations to drive strategic decision-making and optimize business performance.Developed and delivered training programs to enhance staff competencies and foster a culture of continuous improvementCarried out analysis & design for several web-based workflow systems for use across the business. Mapped and documented several processes some of which include: the customer account opening process, cheque requisition process, cheque confirmation process, expense process, stock requisition process and the funds transfer process using a BPM tool.Led process improvement focus groups to analyze the efficiency of these processes and identify areas of possible improvement.

Master’S Degree, Information Technology

Bachelor’S Degree, Computer Science