Janice Pancho
Toronto,Ontario
Summary
Dedicated high-energy Business Analyst with over 7 years of experience in business analysis and project management across Lean, Agile, and Waterfall environments. Proven track record as a requirements management lead for large-sized projects, adept at eliciting requirements, defining project goals, and consulting with stakeholders to enhance products and services. Skilled in reviewing enhancements from a business architecture perspective to ensure optimal implementation for long-term scalability. Committed to leveraging diverse skills to assist organizations in achieving strategic corporate objectives.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Manager, Business Analyst & Development
Canada Black Owned Corporation
02.2021 - Current
- Lead a team of IT personnel to perform and deliver sprints within specified time-frame.
- Project: To develop an Online Marketplace using various web tools
- Manage and Coordinate company’s first Brick and Mortar Store - Project & Vendor Management.
- Environment/Tools & Technology: Hybrid(Waterfall/Agile), Iterative, Digitization, e-Signature, e-Services, Visa (Debit and Credit). Online Retail Shopping.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety procedures to create safe working conditions for workers.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Improved marketing to attract new customers and promote business.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
- Spearheaded transition to remote work during global health crisis, ensuring business continuity and employee safety.
- Fostered partnerships with industry leaders, enhancing company's reputation and creating new business opportunities.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Negotiated favorable terms with suppliers, cutting operational costs while maintaining quality of service.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Increased market share with strategic business development efforts, expanding into untapped markets.
- Conducted market research to identify customer needs and adjusted product offerings accordingly, increasing customer satisfaction.
- Developed and executed marketing strategies that effectively communicated brand values, increasing brand recognition.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Organized professional development programs for staff, leading to improved performance and skill sets.
- Enhanced product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.
- Developed comprehensive risk management plan, minimizing potential disruptions to business operations.
- Managed budget allocations to prioritize spending on high-impact projects, optimizing resource utilization.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Achieved significant cost savings by renegotiating contracts with key vendors, without compromising service quality.
- Streamlined project management with effective communication and collaboration across cross-functional teams.
Business/Client Engagement Consultant
Portfolio+ Inc., Banking Software
01.2019 - 01.2021
- Managed several small to medium projects on the various subsystem modules of the platform:
- Client Management - Project: Client Information File Merge
- Loans and Mortgages - Project: Convert Pre Authorized Debit to EFT
- Terms Deposits - Project: Terms Deposits & Investments
- Investments
- Accounting
- Agent Management
- Integration Processing
- System Administration
- Planned, prepared and facilitated effective elicitation/requirements gathering sessions using different techniques such as Requirements Gathering Workshops.
- Liaised with External Customers to understand, translated, delivered and managed functional/non-functional requirements into comprehensive, accurate and complete business requirements.
- Analyzed and understood business short/term objectives, extract the business problem, and produce solutions to reflect the needs of our clients.
- Assessed and evaluated complex technical solutions from a business perspective based on data and program structures.
- Provided estimates for milestone and efforts for deliverable on all projects.
- Built domain knowledge through independent self-learning and research skills.
- Conducted Process Analysis using current state “As Is” and “To Be’ future state analysis for requirements/modules.
- Recommended and defined system applications requirements for the solution of existing or the development of current trending applications.
- Prepared and delivered I.T. documents such as BRD, Specification & Solutions, Quality Assurance, Process Analysis (process flow models, use cases and screen mockups).
- Developed Business Analysis plan to manage BA activities that includes task sequencing, duration and dependencies.
- Developed and maintained constructive relationships with business stakeholders, multiple teams and external clients/vendors.
- Provided User Acceptance Testing (UAT) support by conducting business impact and root cause analysis on issues encountered during UAT.
- Lead and participated in UAT Dry-Run/Test-Run before Implementation.
- Recommended innovative business solutions that satisfy sponsor and stakeholder.
- Prepared and facilitated User Training and Knowledge Transfer.
- Environment/Tools & Technology: Hybrid(Waterfall/Agile), Iterative, Digitization, e-Signature, e-Services, Visa (Debit and Credit), Portfolio Plus Platform, JIRA, Confluence, Testlink, HPQC, Microsoft Teams, Office Suite, Cyberquery.
Manager Business Analysis
Bank of Nova Scotia
01.2012 - 01.2019
- Projects:
- Operational Efficiency Initiative (OEI) - (Digitization of Workflow)
- Customer File Retention - (Customer Profiles Digitization)
- Sinatra – (VISA product Scotiabank/American Express)
- Visa Debit. – (Support)
- VISA Global Assistant Services - (Lean Process improvement)
- Management Exception Report(MER) - (Lean Process improvement)
- Recruited to conduct business analysis/project management:
- Planned, prepared and facilitated effective elicitation/requirements gathering sessions using the Business Analysis Framework.
- Interviewed and Observed Branch and Contact Centre staff on processes and procedures.
- Translated, delivered and managed functional/non-functional requirements into comprehensive, accurate and complete business requirements.
- Conducted Process Analysis using current state “As Is” and “To Be’ future state analysis for all banking channels, including mobile/digital channels.
- Recommended and defined system applications requirements for the solution of existing or the development of new applications.
- Prepared and delivered I.T. documents such as BRD, SSRs, GAP Analysis, Risk Analysis, Process Analysis (process flow models, use cases and screen mockups).
- Developed Business Analysis plan to manage BA activities that includes task sequencing, duration and dependencies.
- Developed and maintained constructive relationships with business stakeholders and multiple teams such as Legal, Risk, Contact Centre and Finance.
- Managed, presented and walkthrough documentations to multiple stakeholders, to influence, to gain stakeholders agreements and to eliminate any ambiguities.
- Prepared, planned and participated in defining test strategy/case/scripts and performed business product testing (UAT), to ensure product quality is maintained.
- Provided User Acceptance Testing (UAT) support by conducting business impact and root cause analysis on issues encountered during UAT.
- Recommended innovative business solutions that satisfy sponsor and stakeholder.
- Prepared, planned and delivered project Communication Package such as News Letters, Job Aids, Manuals and Training Documents.
- Liaised with Delivery Managers to plan and prepare Implementation Plans.
- Facilitated post-implementation support status meetings and supported business users.
- Prepared and facilitated user training.
- Environment/Tools & Technology: Hybrid(Waterfall/Agile). Digitization, e-Signature, e-Services, Visa (Debit and Credit), IBM Blueworks live, Ms Office, HPQC, iShare, Lync, CORE, Lotus Notes Databases.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
Education
Honours-Bachelors - Administrative Studies & Information Technology
YORK UNIVERSITY
Diploma - Computer Programming & Operating
SENECA COLLEGE OF AA & TECHNOLOGY
Skills
- Lean Six Sigma(DMAIC)
- Agile(SCRUM/Kanban)
- Software Development Life Cycle
- Project Management Life Cycle
- Business Analysis Framework
- Portfolio Banking Software
- Oracle/MS SQL
- DBMS
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Complex Problem-solving
- Documentation and reporting
- Project management
- Cross-functional teamwork
- Business administration
- Inventory management
- Change management
- Vendor management
- Stakeholder management
- Trend analysis
- Customer service
- Customer relationship management (CRM)
Summary Of Duties
As a High Energy Business Analyst with over 7+ years work experience combining both business analysis and project management methodologies in the full life cycle of Lean(DMAIC)/Agile/Waterfall environments. Recruited as a requirements management lead for large-sized projects (Waterfall, Agile, or Iterative). Engaged business partners to elicit requirements, confirmed and formalized project’s goals, objectives, and scope. Consulted with the business to help define the need for new and/or enhanced products, services, or optimized business processes, and provided advice on the functionality and usability of technology solutions to support business requirements. Reviewed enhancements from a business architecture perspective to ensure optimal implementation both from a business process and a technology perspective to ensure long-term scalability.
Methodology And Technology Skills
- Lean Six Sigma(DMAIC)
- Agile(SCRUM/Kanban)
- Software Development Life Cycle
- Project Management Life Cycle
- Business Analysis Framework
Hobbies and Interests
- Running
- Reading
- Current Events
Certification
- [Area of certification], [Company Name] - [Timeframe]
Timeline
Manager, Business Analyst & Development
Canada Black Owned Corporation
02.2021 - Current
Business/Client Engagement Consultant
Portfolio+ Inc., Banking Software
01.2019 - 01.2021
Manager Business Analysis
Bank of Nova Scotia
01.2012 - 01.2019
Diploma - Computer Programming & Operating
SENECA COLLEGE OF AA & TECHNOLOGY
Honours-Bachelors - Administrative Studies & Information Technology
YORK UNIVERSITY
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