Divine Kongolo
Ontario,Canada
Summary
Results-driven Bilingual Operations Analyst. Proven track record of launching enterprise-level systems (NICE IEX), leading cross-functional projects, and implementing standardized controls to ensure compliance, operational continuity, and policy alignment. Experienced in workforce management, credit risk decisioning, fraud analytics, and business readiness initiatives. Adept at building cross-departmental collaboration, conducting root cause analysis, and translating complex insights into actionable strategies.
Overview
7
7
years of professional experience
Work History
Business Operations Analyst 1
TD BANK
Ottawa, ON
10.2024 - Current
- Spearheaded the enterprise launch of NICE IEX scheduling platform across multiple business lines, ensuring operational continuity and compliance with internal governance protocols.
- Collaborated with cross-functional teams, senior management, and technology partners to align scheduling design with capacity planning and regulatory standards.
- Led bilingual coaching sessions, created user-friendly training aids, and hosted rollout presentations, increasing adoption and system literacy across 2,000+ employees.
- Conducted end-to-end testing, identified bugs, and led troubleshooting efforts to ensure application readiness before deployment, preventing downstream scheduling issues.
- Audited 600+ employee schedules monthly, identified discrepancies, and enforced scheduling standards to reduce error rates and improve policy adherence.
- Designed and published new SOPs and job aids, cutting new analyst onboarding time by 30% and standardizing operational workflows.
- Managed small to medium-sized projects including shift redesigns and bulk schedule transitions, improving policy compliance and employee satisfaction.
- Translated key documents and communications between French and English to support bilingual teams and regulatory accessibility standards.
Credit Underwriter 11
TD BANK
Ontario
12.2022 - 10.2024
- Independently adjudicated 450+ monthly credit applications across multiple lending verticals, integrating advanced risk analysis and policy frameworks to improve approval accuracy by 20%.
- Conducted in-depth reviews of financial statements, credit bureau data, and customer documentation to evaluate risk and compliance alignment with TD's appetite.
- Identified operational inefficiencies through audit reviews and proposed changes that enhanced documentation quality and approval turnaround time.
- Maintained a 90%+ first-time-right rate and 10–15% higher approval rate compared to peers by balancing customer-centric decisioning with risk mitigation.
- Validated high-risk and exception files, reinforcing internal quality assurance standards and supporting a culture of compliance.
- Supported business continuity by cross-training across Unsecured Personal Lending, Visa, and RESL verticals, driving resilience and reducing resource dependency.
Fraud Detection Analyst 1
TD BANK
Ottawa, ON
10.2018 - 12.2022
- Investigated and analyzed over 5,000 customer accounts annually for fraudulent activity, contributing to a 30% improvement in early detection metrics.
- Developed and maintained trend reports and scorecards that improved fraud resolution efficiency and detection logic.
- Supported compliance efforts by reporting suspicious activity and contributing to improvements in red flag protocols and behavioral analysis.
- Created Excel dashboards and visualizations to share fraud insights with business leaders, aiding in decision-making and internal investigations.
- Enhanced the customer education process by clarifying fraud prevention strategies, leading to reduced repeat incidents.
- Collaborated with strategy and analytics teams to refine fraud models, further aligning detection efforts with regulatory standards.
Education
Business Diploma - Law Clerk
Algonquin College
Ottawa, ON01.2015
Skills
- Compliance & Risk Review
- Workforce Planning & Scheduling (NICE IEX, SMT)
- Project Management (Small to Mid-Scale)
- SOP Development & Audit Readiness
- Capacity Planning & Resource Optimization
- Excel, Microsoft 365, Access, TSYS, HOST, C3
- Policy Implementation & Testing
- Bilingual Communication (English/French)
- Analytical Thinking & Root Cause Analysis
- Problem identification
- Task prioritization
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Business Operations Analyst 1
TD BANK
10.2024 - Current
Credit Underwriter 11
TD BANK
12.2022 - 10.2024
Fraud Detection Analyst 1
TD BANK
10.2018 - 12.2022
Business Diploma - Law Clerk
Algonquin College