INIOBONG EFFIOM

Project Scope: (Project: Fraud mitigation & TSYS authentication system enhancement)

● Effectively increase the number of auto blocked transactions on TSYS: with the aim of reducing duration of analysis, improving quality of analysis and reducing overall confirmed fraudulent transactions by 25%

● Conduct multiple requirements gathering workshops that involve high-level internal Stakeholders

● Create Business Requirement Document (BRD) and Functional Requirement document and maintain the Requirement Traceability Matrix (RTM) related document, improving processing times by 25%

●Analyze current state business processes (AS-IS) and define the future state (TO-BE) business processes creating process models using tools like Microsoft Visio BPMN 2.0 standard and other modelling tools.

● Utilize Jira to track, document and report projects progress by updating, and prioritizing product backlog for core functionalities.

● Create test cases based on product functional requirements and business objectives with the technical team ahead of project launch.

● Assist in developing implementation plans & maintaining project documents. kept projects on schedule by managing deadlines and adjusting project workflows as needed.

● Identify system and process solution components as per service level agreement (SLA), and document functional specifications according to organizational standards.

● Collaborate with Project Managers throughout all phases of the project management lifecycle & testing. Ensure documentation is maintained from inception to release phase of the project..

● Review existing IT processes in ServiceNow to identify areas of improvements and enhancements

● Conduct several sessions with internal stakeholders to verify how accurate the auto blocks are, following certain fraud mitigation criteria such as: if the transaction flagged are confirmed fraud, accuracy of the block code placed on the account, finally, the impact on detection( how much easier it has made fraud analysis).

Project Scope: (Fraud Mitigation, Dispute resolution: Case resolution system (CRS) enhancement)

• Identify system improvements on CRS to reduce the duration of case resolution by 30% simultaneously maintaining risk avoidance
• Identify the stakeholders: In this case the External stakeholders( customers), developers and managers.
• Effectively balance the conflicting priorities of stakeholders, in order to reduce case resolution time frames for customers, Average handle times for Managers and deliver a technical advanced software for developers.
• Perform gap analysis to identify areas of improvement- by generating multiple options for the software, taking into the account the priorities of each stakeholder.
• Effectively evaluate options: Access the options against the set criteria: in this case feasibility, impact and cost and determine the most effective solution.
• Optimize data access and storage to improve performance of analytics systems.
• Ensure there was a smooth communication line among all departments involved in the implementation process.
• Conduct frequent sessions to update all stakeholders involved in the current state of the project, while being flexible for potential changes in business requirements, as it is an agile environment.
• Successfully carry out testing of the new CRS procedure- resulting in a 33% reduction rate in resolution time frames, AHT levels slightly increase by 3 minutes, risk performance was maintained and software technical standard was maintained.