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Business Analysis Manager Resume Example

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BUSINESS ANALYSIS MANAGER
Summary
A seasoned and accomplished business analysis leader and IT professional with 20 years of experience in insurance tracking, creditor-placed insurance, traditional property and casualty lines and specialty programs. A progressive history of success with increasing responsibility leading teams through complex analysis activities and identifying solutions to meet business and IT goals. Previous management experience in operations offers an insightful understanding of the needs of client-partners, division leaders and business users.
Experience
Business Analysis Manager 02/2015 to Current QBE North America New York, NY
  • Collaborated with peers to build a large new BA practice under a "shared pool" concept across North American sites with a focus on building repeatable processes for continuous delivery improvement.  As a team we:
  • Analyzed and refined skills and expertise to align with customer needs across several divisions, including personal lines, commercial lines and specialty programs
  • Fulfilled requests from business stakeholders, heads of technology and IT release managers to staff enterprise-level projects and iterative enhancements in an aggressive multi-year transformation program
  • Cultivated relationships with onshore and offshore managed partners for application development and QA testing services that drove efficiencies, reduced costs and increased shareholder value
  • Worked with IT leaders to build and refine an SDLC model for small enhancements and piloted an agile project methodology framework
Business Analysis Supervisor / Manager 03/2005 to 02/2015 QBE North America Irvine, CA
  • Built and managed a diverse, high-functioning team of 16 business and systems analysts. As a team we:
  • Documented and managed business and functional requirements for enhancements and large enterprise-level projects with excellent results 
  • Approved design specifications, built and executed QA test plans to ensure traceability and guided business users through seamless implementations
  • Managed production support incidents for internal and external users while meeting ambitious SLA targets 
  • Introduced cutting-edge BA industry concepts from IIBA's BABOK and ASPE's Business Analyst Boot Camp
  • Participated in countless client implementation projects and several large system conversion projects
Business Analyst 03/2003 to 03/2005 Sterling National Irvine, CA
  • Wrote business and functional requirements; Performed QA testing; Managed production support issues
  • Notable Projects: Mainframe enhancements; Client conversions to state-rated platform; Automation of wind and hail exclusion tracking; Automation of REO product; Development of Loss Drafts interface
Customer Care / Client Support Manager 08/1998 to 03/2003 ZC Sterling Irvine, CA
  • Built, trained and managed a team of 18 insurance customer care associates to launch a new service offering, handling up to 1200 calls per day from mortgage customers 
  • Built and managed a team of 16 client-support associates with direct client contact; supported exception processing and day-to-day client initiatives; drove new efficiencies through workflow automation initiatives
Skills
Business analysis; Gap analysis; Project management; QA testing and defect management; Release management; User acceptance testing and business readiness; Procedure writing; SDLC design; Performance metrics; Performance management and coaching; SMART goal-setting and career development planning; Six Sigma green belt certification; Microsoft Office Suite
Accomplishments

Built and managed large teams of business analysts / business systems analysts; Supported small and large projects including client implementations and client platform conversions; Wrote performance objectives using SMART goals; Managed performance against specific objectives and productivity expectations; Identified short and long-term career-development plans for team members; Created desk procedures for BAs / BSAs; Created training materials to accelerate learning for BAs, software developers, QA testers, procedures analysts and the user community; Analyzed functional and process gaps and wrote business requirements to resolve gaps on target platform; Achieved excellent staff-retention results and employee-satisfaction survey scores; Contributed to high client-satisfaction survey outcomes; Worked with account managers to secure contract-renewals; Consistently met and exceeded production support SLA targets; Attended two leadership development programs; Designed and participated in two mentoring programs, as both a mentor and subject

Education
Bachelor of Arts: Social Ecology 1986 University of California Irvine, CA, USA
Affiliations
  • International Institute of Business Analysis (IIBA) member since 2006
  • Covenant House New York - Sheltering Homeless and Trafficked Youth
  • QBE PRIDE - Business Resource Group
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Resume Overview

Companies Worked For:

  • QBE North America
  • Sterling National
  • ZC Sterling

School Attended

  • University of California

Job Titles Held:

  • Business Analysis Manager
  • Business Analysis Supervisor / Manager
  • Business Analyst
  • Customer Care / Client Support Manager

Degrees

  • Bachelor of Arts : Social Ecology 1986

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