Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Software
Timeline
Hi, I’m

Japhet Ukwueze

Toronto

Summary

Senior Business Analyst / Process Consultant with 10+ years of experience delivering enterprise process discovery, optimization, and transformation initiatives within banking and financial services environments. Proven expertise in process engineering, business discovery, current and future-state process design, stakeholder facilitation, data analysis, and change enablement. Strong track record of partnering with senior leaders and cross-functional teams to identify operational inefficiencies, develop actionable insights, and execute short- and medium-term improvement initiatives that enhance client, employee, and frontline experiences.

Overview

23
years of professional experience
1
Certification

Work History

BMO

Senior Business Analyst
01.2025 - Current

Job overview

  • Process Consultant supporting Enterprise Digital Enablement, focused on record retention, operational workflows, and regulatory-driven process optimization impacting frontline and back-office teams.
  • Conducted enterprise process discovery to identify inefficiencies and improvement opportunities impacting client and employee experience.
  • Developed current-state and future-state process maps using BPMN to support decision-making and optimization initiatives.
  • Facilitated collaboration and brainstorming workshops with Legal, Risk, Operations, and Technology stakeholders.
  • Analyzed operational and regulatory data to generate actionable insights and feasibility assessments.
  • Supported short-term (60/90/120-day) improvement initiatives, delivering measurable operational benefits.
  • Built executive-ready presentations translating complex findings into clear recommendations.
  • Partnered with business leaders to assess cost, risk, and impact of proposed process changes.
  • Supported change enablement by clarifying new processes, controls, and operational expectations.
  • Project: Enterprise Process Discovery & Optimization Initiative

RBC

Senior Business Analyst
09.2023 - 01.2025

Job overview

  • Business discovery and optimization initiative to improve client onboarding, case management, and frontline servicing workflows across multiple business units.
  • Led process discovery sessions to understand end-to-end client servicing and escalation workflows.
  • Produced high- and low-level process maps highlighting gaps, bottlenecks, and duplication.
  • Analyzed service metrics and operational data to support insight-driven recommendations.
  • Facilitated cross-functional collaboration workshops with operations, IT, and customer service teams.
  • Designed future-state processes aligned with improved client and employee experience outcomes.
  • Developed business cases and recommendation decks for leadership review and approval.
  • Supported moderately complex process enhancement initiatives from ideation through execution.
  • Assisted with change management activities to ensure adoption of new workflows and tools.
  • Project: Client Servicing Process Optimization (Salesforce Service Cloud).

Toronto Stock Exchange Trust

Senior Business Analyst
01.2021 - 08.2023

Job overview

  • Enterprise process optimization initiative supporting migration of core operational workflows to a cloud-based platform, improving efficiency, resilience, and compliance.
  • Conducted business discovery and operational assessments across investment operations and support teams.
  • Documented current-state processes and identified optimization opportunities tied to technology change.
  • Designed future-state processes aligned with best practices and operational efficiency goals.
  • Performed impact, risk, and feasibility analysis for proposed process and system changes.
  • Facilitated stakeholder workshops to validate assumptions, pain points, and solution options.
  • Translated insights into clear process models and executive presentations.
  • Partnered with program leaders to support short-term transformation initiatives.
  • Ensured optimized processes aligned with regulatory, audit, and governance expectations.
  • Project: Operational Process Transformation (Cloud Migration)

Manulife Financial

Senior Business Analyst
02.2018 - 12.2020

Job overview

  • Upgrade of the investment management/book of record application – IRC & MLS applications – 13 project team members
  • Worked with Operations team to review, improve and deploy operational activities – 7 project team members.
  • Worked with different stakeholders (technical and business) to define and document project vision, scope, and objectives of multiple projects.
  • Collaborated with the business users and technical experts to elicit detailed project requirements, considering both functional and technical aspects of the projects. Ensured that business needs were translated into technical specifications and all requirements were accurately documented.
  • Utilized re-engineering concepts for business improvement and cost-effective service delivery.
  • Conducted impact analysis and create specifications for the Immunization Repository Optimization (IRO) Program.
  • Led working groups, assess current business issues, and document requirements for technology solutions.
  • Communicated complex information to both technical and non-technical stakeholders and mediated during the implementation phase.
  • Assessed business needs and analyzed complex requirements for IT solutions.
  • Developed and maintained business processes, user documentation, and training materials.
  • Addressed executive queries and conducted gap analysis for vendor release upgrades to optimize business processes.
  • Developed business strategies, cases, and feasibility studies for IT initiatives.
  • Projects: 1. Upgrade of the investment management/book of record application – IRC & MLS applications – 13 project team members 2. Worked with Operations team to review, improve and deploy operational activities – 7 project team members.

HSBC

Lead, Business Analyst
06.2015 - 12.2017

Job overview

  • Credit Card Rewards Platform: A project aimed at creating a comprehensive platform that manages and optimizes rewards and loyalty programs for credit card users. This includes tracking points, redeeming rewards, and offering personalized recommendations for cardholders to maximize their benefits.
  • Personal Loan Application Platform (Unsecured Lending): This project entailed creating an online platform for processing unsecured personal loans, where borrowers do not need to provide any collateral. The platform automated credit scoring, loan approval, and disbursement processes, utilizing algorithms to assess creditworthiness based on the borrower's financial history, income, and credit score.
  • Researched industry trends and competitor credit card rewards programs to inform platform development.
  • Gathered requirements and aligned the credit card rewards platform with business and customer needs.
  • Worked with key stakeholders to design the rewards scheme, including point systems and redemption processes.
  • Collected, analyzed, and documented stakeholder needs for the personal loan projects to define systems’ functional and regulatory requirements.
  • Outlined the personal loan processing workflow specifying the technical requirements for an efficient and secure personal loan application platform.
  • Ensured all the platforms integrated smoothly with existing systems and adhered to data security standards.
  • Ensured a user-friendly interface and effective unit testing, user acceptance testing, and regression testing were conducted to ensure platform efficiency and user satisfaction.
  • Acted as a liaison between the business, product owner, technology, and development teams.
  • Provided business proposals, business case transformation road map, status reports and progress update and presentations to senior management.
  • Provided leadership, guidance, and support in defining the business needs, business benefits, or problem/opportunity statements based on strategic drivers and identifying potential solutions.
  • Projects: 1. Credit Card Rewards Platform: A project aimed at creating a comprehensive platform that manages and optimizes rewards and loyalty programs for credit card users. This includes tracking points, redeeming rewards, and offering personalized recommendations for cardholders to maximize their benefits. 2. Personal Loan Application Platform (Unsecured Lending): This project entailed creating an online platform for processing unsecured personal loans, where borrowers do not need to provide any collateral. The platform automated credit scoring, loan approval, and disbursement processes, utilizing algorithms to assess creditworthiness based on the borrower's financial history, income, and credit score.

Société General Bank

Business Analyst
02.2013 - 06.2015

Job overview

  • Implementation of IFRS 9 Financial Instruments: The objective of this project was to implement the International Financial Reporting Standard 9 (IFRS 9) for financial instruments. This standard, issued by the International Accounting Standards Board (IASB), replaced the previous IAS 39 standard.
  • Conducted a comprehensive review of the existing financial reporting and risk management processes to identify gaps between current practices and the requirements of IFRS 9.
  • Collaborated with key stakeholders across finance, risk management, and IT departments to understand their needs and ensure that the IFRS 9 implementation aligned with the bank's strategic objectives.
  • Defined detailed business requirements for the new classification, measurement, impairment, and hedge accounting processes in line with IFRS 9 standards.
  • Assessed data requirements for implementing the expected credit loss model and ensuring that the necessary data is available, accurate, and accessible.
  • Worked with process owners to redesign accounting and risk management processes to comply with IFRS 9, including changes to financial reporting, credit risk assessment, and hedge accounting.
  • Collaborated with IT teams to implement and upgrade systems that support the new IFRS 9 processes, including software selection, configuration, testing, and deployment.
  • Project: Implementation of IFRS 9 Financial Instruments: The objective of this project was to implement the International Financial Reporting Standard 9 (IFRS 9) for financial instruments. This standard, issued by the International Accounting Standards Board (IASB), replaced the previous IAS 39 standard.

KBL Insurance

IT Manager / Business Process Manager
01.2008 - 01.2013

Job overview

  • Established business process governance for BPM centers of excellence and competency measures to ensure and share process-improvement, best practices and awareness of BPM standards and priorities amongst staff and units.
  • Managed in-house development team and staff, ensuring high level of quality and effective utilization of resources.
  • Coordinated company-wide product launches for all new products.

Keystone Bank Limited (formerly Platinum Bank)

Database Administrator/Application Support Specialist
01.2003 - 01.2007

Job overview

  • Was responsible for installing, configuring, and maintaining desktop applications, and databases, including creating and managing database users, permissions, and backups.
  • Monitored the performance applications and databases, identified, and resolved performance bottlenecks.
  • Was responsible for installing patches and upgrades to desktops and servers.

Education

Sprott School of Business, Carleton University
Ottawa, Canada

Master of Business Administration

University Overview

In progress

University of Lagos
NG

Bachelor’s Degree from Computer Science
06.2001

University Overview

(Canadian Equivalency - WES Certified 2018)

Skills

  • Business Discovery & Process Optimization
  • Process Engineering (Lean / Continuous Improvement)
  • Current & Future State Process Mapping (BPMN)
  • Business Case Development & Recommendations
  • Data Analysis, Insights & Cost-Benefit Analysis
  • Stakeholder Facilitation & Collaboration Workshops
  • Change Management & Adoption Support
  • Enterprise & Operational Consulting
  • MS O365 (Excel, PowerPoint, Word, SharePoint)
  • Agile / Waterfall / Hybrid Delivery
  • Process decomposition, root-cause analysis, feasibility assessment
  • Opportunity identification & solution brainstorming
  • End-to-end process optimization (frontline, back office, operations)
  • Tools
  • MS Excel (advanced analysis), PowerPoint (executive storytelling)
  • Power BI, Tableau
  • JIRA, Confluence, HP Quality Centre
  • Data analysis
  • Requirements gathering
  • Team collaboration
  • Microsoft Office Suite
  • Project management
  • Microsoft Excel mastery
  • User acceptance testing
  • Business process improvement
  • Workflow Analysis
  • Strategic planning
  • KPI tracking
  • Quality assurance
  • Pivot tables
  • SQL proficiency
  • Business process mapping
  • Gap analysis
  • Risk assessment
  • Stakeholder management
  • Systems analysis
  • Software development life cycle
  • Forecasting and planning
  • Operations management
  • Process optimization
  • Cost-benefit analysis
  • Stakeholder communication
  • Business requirements
  • SWOT analysis
  • Documentation
  • Process improvement
  • Requirements analysis
  • Verbal and written communication
  • Multitasking and organization
  • Time management

Accomplishments

Accomplishments
  • Process Improvement - Achieved revenue objective by implementing cost-cutting measures.
  • Led team to meet 97% of SLAs by streamlining business processes and identifying areas for improvement.
  • Coordinated cross-functional teams and provided business analysis for [Number] projects totaling $[Number] million.

Certification

  • Certified Scrum Master – (CSM) – 2020-06
  • Project Management Professional – (PMP) – 2019-11
  • Certified Business Analyst Professional - (CBAP) – 2017-11
  • Canadian Securities Certificate – (CSC) – 2019-08
  • ITIL Ver.3 Foundation
  • Oracle Database 10g Certified Professional - (OCP)

Software

Expert

Timeline

Senior Business Analyst
BMO
01.2025 - Current
Senior Business Analyst
RBC
09.2023 - 01.2025
Senior Business Analyst
Toronto Stock Exchange Trust
01.2021 - 08.2023
Senior Business Analyst
Manulife Financial
02.2018 - 12.2020
Lead, Business Analyst
HSBC
06.2015 - 12.2017
Business Analyst
Société General Bank
02.2013 - 06.2015
IT Manager / Business Process Manager
KBL Insurance
01.2008 - 01.2013
Database Administrator/Application Support Specialist
Keystone Bank Limited (formerly Platinum Bank)
01.2003 - 01.2007
University of Lagos
Bachelor’s Degree from Computer Science
Sprott School of Business, Carleton University
Master of Business Administration

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Japhet Ukwueze