JULIET WAMATU
Burlington,ON
Summary
Forward thinking banking operations team lead with over 13 years in the financial banking sector providing loan servicing, administration and monitoring support to various business groups in corporate and commercial lending space. Recognized for being a subject matter expert in lending procedures and lending systems. Experienced in testing systems for deployment and implementation in accordance with enterprise methodologies, requirements and standards.
A team player with high emotional intelligence that fosters collaboration with various business stakeholders in offering excellent customer service.
Acknowledged for going above and beyond to help team transition to new system and for providing support and assistance not only to the team but also to front line partners ensuring delivery of business promises to clients.
Overview
7
7
years of professional experience
Work History
Banking Operations Team Lead
Bank of Montreal
Toronto, ON
06.2022 - Current
- Collaborated with stakeholders to promote efficient and effective processes, establish positive working relationships across the organization and to achieve business results that deliver the intended customer and employee experience.
- Supported change management of varying scope and type; tasks typically focused on execution and sustainment activities
- Subject Matter Expert and problem solving resource tackling non-routine and complex transactions
- Provided input, analysis and participated in the planning, testing and implementation of data conversion/migration projects as well as continuous improvement projects as required
- Reviewed and approved data entered by junior staff during loan processing to ensure it accuracy, completeness and meets documented policies and procedures.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Motivated and trained employees to maximize team productivity.
- Compiled training materials for new employees and tracked skill development.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Time to time assist manager in activities such as coordination and scheduling of work, workload management, resource forecasting, quality control, training, coaching team members and problem resolution.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Conducted regular reviews of standard operations procedures and identified areas for improvement.
- Worked independently on a range of complex unique tasks and projects
Senior Servicing Analyst
BANK OF MONTREAL
TORONTO
09.2020 - 06.2022
- Provided loan servicing and monitoring support for corporate and commercial lending Real Estate portfolios for Bi-lateral and agent deals
- This included but not limited to processing and fulfilling transactions, service requests including loan advances/payments, wire transfers, billing for principal/interest/fees, monitoring collateral positions and financial exceptions with utmost accuracy and completeness
- Provided leadership, mentorship and training to new and junior colleagues and recognized as a subject matter expert in the group within a span of 9 months of joining the team
- Provided advice and guidance to business/group on implementation of solutions for regular and unique deal setup and servicing requests
- Contributed to the review of internal processes and activities and assist in identifying potential opportunities to improve operational efficiencies
- Supported change management of varying scope and type typically tasks focused on execution and sustainment activities
- Integrated information from multiple sources to enable more efficient processes, enhanced analysis and streamlined reporting
- Analysed data and information from reports and various systems to investigate and address specific customer issues as well as provide insights and recommendations
- Effectively handled critical/high-risk issues by determining point of escalation or appropriate course of action for resolution
- Assisted the management team in various team related tasks, exception management and participating in project related activities
- Adhered to internal policies / procedures and applicable regulatory guidelines,
- Developed job aides, transaction checklists and service templates that reduced processing times and error margins by 30%.
- Proven ability to develop and implement creative solutions to complex problems.
Data Service Analyst
BANK OF MONTREAL
TORONTO
09.2019 - 09.2020
- Reviewed and updated over 4,000 customer account data to ensure quality, accuracy and alignment to internal policies and procedures
- Read and interpreted deal documents to assess accuracy of information as inputted in the internal bank systems as well as assess compliance with policies, procedures and controls requirements for business function
- Processed and fulfilled transactions, by keying over 1,000 deals in into LIQ as part of a migration project in accordance with established priorities and deadlines on a timely, accurate and efficient basis
- Lead in absence of project manager by resolving discrepancies and exceptions that frequently dealt with non-routine situations, requiring further analysis
- Investigated and resolved or made recommendations to more senior team members on more complex, non-routine issues relating to internal business partner and/or external customer inquiries or requests,
- Recognized exceptions and made recommendations to improvements of business process efficiency and quality control within established procedures
Business Support Analyst
BANK OF MONTREAL
Burlington, ON
11.2011 - 02.2015
- Supported 4 vendor applications including LIQ and 6 Business managed applications
- This entailed day to day handling of user setups, password resets, daily and regular system updates within the service level agreement
- Successfully migrated of over 5,000 users to LIQ as part of a merger acquisition and setup the LIQ infrastructure to onboard the new pricing and locations from the data migration that resulted from the acquisition
- Delivered exceptional customer service maintaining 98% satisfaction rate by offering accurate information, being consistent, knowledgeable and available to support my clients
- Investigated, recommend and coordinated solutions to customer systems-related problems/inquiries within SLA
- Collaborated with business partners and stakeholders to re-engineer existing processes and support models in line with information security guidelines and policies
- Lead in the review, analysis and documentation of business systems and user needs as part of process improvement
- Collaborated with contractors and external vendors to resolve system issues whilst forging effective relationships to execute work and fulfill service delivery expectations
- Managed regular user system audits and user recertification using reports pulled from the systems as part of quality control
- Participated in user acceptance, new system releases or fixes testing to ensure output met business requirements
- Participated in post-implementation activities such as post implementation system reviews
Education
Bachelor of Arts - Sociology, English
Kenyatta University
Nairobi, KenyaNo Degree - Become A Business Analyst
Linked in Learning
2022
No Degree - Developing Your Emotional Intelligence
Linked in Learning
2022
No Degree - Fundamentals of Operation Risk
BMO Financial Group Institute of Learning
Skills
- Task Delegation
- Standard Operating Procedures Proficient
- Process improvement
- Exceptional Customer Service
- Active Listening
- Critical Thinking
- Decision making
- Data gathering and interpretation
- Analytical
- Employee training
- Complex Problem-Solving
- Work Organizing and Prioritizing
Accomplishments
- Recipient of BMO spotlight Q4 2022 award for helping the team transition to new loan processing system by training, sharing knowledge and experience in the lending space with the team and providing support and assistance to front line partners ensuring successful delivery of client needs.
- Participated in 2 major data system migrations successfully gaining experience in execution, testing, post migration audit and clean up phases of data migration
Timeline
Banking Operations Team Lead
Bank of Montreal
06.2022 - Current
Senior Servicing Analyst
BANK OF MONTREAL
09.2020 - 06.2022
Data Service Analyst
BANK OF MONTREAL
09.2019 - 09.2020
Business Support Analyst
BANK OF MONTREAL
11.2011 - 02.2015
Bachelor of Arts - Sociology, English
Kenyatta University
No Degree - Become A Business Analyst
Linked in Learning
No Degree - Developing Your Emotional Intelligence
Linked in Learning
No Degree - Fundamentals of Operation Risk
BMO Financial Group Institute of Learning
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