Business Analysis Manager Resume Example
- 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
- 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
- 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
- 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
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
- 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
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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