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Career Summary

Fifteen (15) year career in banking & mobile telecommunications spanning leadership of & participation in: a) strategy & business plan design, b) project & e-channel management, c) business analysis: policy, process definition & improvement, e) market research & product development

Work Experience

2016Present

Project Manager (Programme Management Office)

Victoria Mutual Building Society

Main Responsibilities:

  • Project Planning
    • definition of: objectives, scope, resources, work schedule
  • Project Initiation
    • assembly of project team, support to Program Manager & Steering Committee
  • Project Control
    • report writing, monitoring & communication
  • Project Implementation
    • coordinate execution, progress tracking, communication, quality reviews
  • Closure
20132016

Electronic Channels Officer (Operations)

Victoria Mutual Building Society

Main Responsibilities:

  • Build strategy, budget & plan service development on electronic channels
    • Key planning / prep activities: business plan, scope, budget, market research, business case presentation
  • Lead service development projects / initiatives (e.g. mobile wallet, bill pmt. partnerships, 3rd party payments) from conceptualization to GO-LIVE with support of cross functional teams (i.e. Information Technology, Marketing etc.)
  • Champion marketing of electronic channels through campaign design to execution
  • Channel migration, monitoring, evaluation, reporting and maintenance activities

Main Accomplishments:

  • Development of internet banking policy framework
    • Key components: a) Internet Banking Policy, b) Business Continuity Plan & c) Risk Framework
  • Bank of Jamaica approval: a) proof of concept for mobile wallet service & b) internet banking service expansion
  • Team participation: a) ‘Innovation Lab’ Steering Committee Co-Sponsor b) Change Management team member [using Prosci]
  • Third party pmt. offerings on internet banking (3rd party providers) (contract negotiation to integration to launch)
  • Recruitment, training & leadership of five (5) member promotion & sales team for electronic banking channels
20112013

Business Analyst (Information Technology)

Victoria Mutual Building Society

Main Responsibilities:

  • Lead project initiatives: policy & process definition, technology deployment, risk assessment, market research, requirements definition, service pricing
  • Operational reviews: analysis of business policies and processes to bring greater efficiency, compliance, reduced risk and enhanced customer experience
  • Technology deployment activities: user acceptance testing (UAT) and training
  • Act as liaison between end users and Group Information Communication Technology, to champion resolution to internal and external customer challenges 

Main Accomplishments:

  • Leadership of policy & process analysis, testing, and user training deliverables for complete and timely delivery of:
    • Internet banking solution
    • Real Time Gross Settlement System (RTGS) offered by Bank of Jamaica (BOJ)
    • Automated document preparation solution (CommsManager) for 14 Branch Network
    • Batch transaction processing solution (TranServer) for Centralized Services Division
  • Leadership of internet banking six (6) member pilot support / contact center team for VM employees (600)
  • ‘Non-objection’ from Bank of Jamaica (BOJ) for launch of internet banking
20052010

Business Analyst (Group Human Resources)

National Commercial Bank

Main Responsibilities:

  • Spearhead the creation of GHRD’s annual business plan & budget for process optimization & solution delivery
  • Work closely with GHRD Unit heads to identify challenges, analyze options and provide solutions that will improve efficiencies, customer ratings and reduce costs  
  • Drive (conceptualize, justify, scope & define, test & deliver) process improvements and technology across GHRD and wider Bank network to reduce both cost and risk whilst improving customer experience
  • Act as liaison between GHRD and Information Technology, as well as external service providers to bring resolution to challenges and improvement to processes
  • Collaborate with Group Marketing & Communications Division on promotion / rollout of GHRD solutions
  • Lead end user training for solutions delivered
  • Tracking and resolution of exceptions on technology identified by the Internal Audit team

Main Accomplishments: Efficient delivery of the following key business process improvement and/or  cost saving projects for GHRD:

    • Service Delivery Model for GHRD Units
      • Value added: structure for optimal service delivery, risk mitigation & emergency response measures
      • Online Performance Management System (recipient > HRMAJ Golden Leader in HR: Innovation Award)
        • Value added: more accurate & earlier merit / bonus payment, reduced stationery costs, more accurate capture of org’s learning & dev. needs, more efficient & confidential record keeping & for BI module
      • Online Job Application System (feature in Jamaica Observer > July 1st 2007)
        • Value added: improved hiring, record keeping, reduced stationery costs & foundation laid for business intelligence
      • Group Human Resources corporate intranet for team NCB using Web 2.0 technology
        • Value added: more informed team NCB with greater awareness and engagement
      • Preparation and maintenance of the Information Technology capital budget for GHRD
        • Value added: delivery of IT solutions through financial year in line with budget
      • Co-creation of Service Level Agreement between GHRD & Change Mgmt Unit (of IT)
        • Value added: structured arrangement for system availability, escalation & emergency response mechanism
      • Close Monitoring of GHRD Information Technology System Change Request (SCR) portfolio
        • Value added: priority attention and faster delivery of process optimisation SCR’s for GHRD

      Team Participation and / or leadership:

      • GHRD Technology Work Group (co-lead)
      • User Acceptance Testing for GHRD applications (team lead)
      • Human Capital Analytics Unit (team member)
      • Anti-Money Laundering Vendor Selection Team (team member)
      • Information Security Policy Team (team member)
      • Information Technology 'Peak Season' planning Team (team member)
      20032005

      Business Analyst (Marketing & Sales)

      Digicel Jamaica

      Main Responsibilities:

      • Impact marketing & sales strategy design & execution via: a) market research / analysis b) handset selection & pricing  
      • Project delivery /process improvement for Commercial Dept. with support of Info. Technology & vendors / partners
      • Analysis and reporting on Department activities to Board and Management teams

      Main Accomplishments:

      • Special projects: a) Island wide phone rental scheme implementation, b) Microsoft SharePoint server deployment
        • Analysis: On-going evaluation of marketing & sponsorship activities as well as Unit budgets
        • Commission handling: Timely & accurate monthly commission preparation for Dealer & Corporate Channel
        • Career Development: a) Promotion from 2001-2003 [pre-launch] role of Dealer Administration Agent to Business Analyst b) Participant - Digicel Professional Development Program
        20012003

        Dealer Administration Agent (Finance)

        Digicel Jamaica

        Main Accomplishments:

        • Timely and accurate commission processing for mobile phone service dealers island wide
        • Reliable preparation of monthly reports for dealer channel
        • Quick resolution of administrative (and other) queries