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Career Summary

Fifteen (15) year career in banking and mobile telecommunications sectors spanning: project & solution delivery, business analysis & process improvement, strategy & business development, market research & product development. Leadership of: project, process analysis & improvement, business requirement & procedure definition, software testing, and service promotion teams

Work Experience

2013Present

Electronic Channels Dev. Officer (Operations)

Victoria Mutual Building Society

Main Responsibilities:

  • Build strategy & plan service development on electronic channels (e.g. business plan, business cases, budget, research)
  • Lead service development initiatives (e.g. mobile wallet service, bill payment partnerships, 3rd party payments, mobile top-ups) from conceptualization to GO-LIVE with cross functional team support (e.g. Marketing, Info. Technology etc.)
  • Champion marketing of electronic channels through campaign design to execution
  • Channel monitoring, evaluation, reporting and maintenance activities

Main Accomplishments:

  • Approval from Bank of Jamaica (BOJ) to execute pilot for mobile wallet service
  • Instrumental in VMBS meeting pilot uptake target for internet banking (VM Express Online
  • Delivered core 3rd party payment offerings for internet banking (3rd party providers)
  • Leadership of five (5) member promotional team to increase consumer uptake of electronic services
20112013

Business Analyst (Information Technology)

Victoria Mutual Building Society

Main Responsibilities:

  • Execute / lead project activities such as: technology implementation, process analysis, risk assessment, market research, business requirement definition & user / system documentation
  • Provide leadership to User Acceptance Testing (UAT) & Quality Assurance (QA) team(s) and its activities
  • Review, define and analyse business processes to facilitate greater efficiency
  • Act as liaison between end users and Group Information Communication Technology, to champion resolution to internal / external customer challenges 
  • Conduct end user training

Main Accomplishments:

  • Leadership of internet banking six (6) member pilot support / contact center team for VM employees (approximately 500)
  • 'Non-objection' from Bank of Jamaica (BOJ) for launch of internet banking
  • Quality assurance testing, training & procedure development for complete and timely delivery of:
    • Internet banking solution 
    • Automated document preparation solution (CommsManager) for sixteen (16) Branch Network
    • Batch transaction processing solution (TranServer) for Centralised Services Division 
20052010

Business Analyst (Group Human Resources)

National Commercial Bank

Main Responsibilities:

  • Spearhead the creation of GHRD's Business Plan for process optimization & technology
  • Work closely with GHRD Unit heads to identify challenges, analyze options and provide solutions that will improve efficiencies and reduce costs
  • Act as liaison between GHRD and Information Technology, as well as external service providers to bring resolution to challenges and improvement to processes
  • Drive (conceptualize, scope/define, test and deliver) processes and technology across GHRD and wider Bank network to reduce costs & optimize operations
  • Collaborate with Group Marketing & Communications Division (GMCD) on promotion / rollout of GHRD solutions across Bank's network
  • Conduct 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:

  • Online Job Application System
    • Value added: improved hire rate and record keeping, reduced stationery costs and foundation laid for business intelligence module through electronic candidate pool
  • Online Performance Management System for team NCB 
    • Value added: facilitation of more accurate and earlier merit / bonus payment, reduced stationery costs, more accurate capture of organization's learning & development needs, more efficient & confidential record keeping and foundation laid for BI module
  • Group Human Resources corporate intranet for team NCB using Web 2.0 technology
    • Value added: a more informed team NCB with greater awareness and engagement
  • Online Payslips system for team NCB
    • Value added: efficient use of GHRD resources (human and operational), more confidential storage of compensation records
  • Close Monitoring of GHRD Information Technology System Change Request (SCR) portfolio
    • Value added: delivery of SCR's geared at boosting operational efficiency across GHRD sub-units, consistently in the top 5 for most SCR's delivered across Bank
  • Service Delivery Model for GHRD Units
    • Value added: a documented structured & optimal approach to service delivery that captures operational procedures & risk mitigation / emergency response
  • Preparation and maintenance of the Information Technology capital budget for GHRD
    • Value added: delivery of IT solutions throug financial year in line with budget
  • Co-creation of Service Level Agreement (SLA) between GHRD and Change Mgmt Unit
    • Value added: formal / structured arrangement between parties for system availability, escalation procedures and emergency response mechanism

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 and sales strategy design through market research and analysis
  • Lead on projects that increase corporate / retail sales and optimize operational efficiency
  • Mobile phone selection and pricing
  • Support initiatives with execution of requirements gathering and user acceptance testing (UAT) activities
  • Reporting of corporate & retail subscriber activity to Board and Management teams

Main Accomplishments:

  • Evaluation of marketing & sponsorship activities as well as Unit budgets
  • Timely and accurate monthly commission preparation for Dealer and Corporate Channel Reps.
  • Maintenance of reliable subscriber base reporting platform through liaison activities with IT
  • Effective execution of special projects:
    • Implementation of islandwide phone rental scheme
    • Testing and rollout of Microsoft Sharepoint Server to Department
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