Muhammad Anas Malik
Senior Operations Analyst
Toronto
Summary
Talented Senior Operations Analyst proficient in compliance, reporting, and process improvements. Highly organized and proactive with top communication and planning strengths. Offering 8 years of related experience.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
2
2
Languages
Work History
Senior Operations Analyst
Tangerine
09.2022 - Current
- Reviewed, analyzed, and reported monthly operational expense forecasts for Credit Cards
- Implemented CX projects for Lock/Unlock functionality and Replacement card functionality online
- Facilitated with the debt sale process, and lead the operational readiness with bulk account updates
- Lead the project from CC operations perspective for the migration of the adjudication system
- Facilitated the APR changes on both back end and Front End
- Gathered requirements and Lead the project for changes on TSYS for the setup of the new CC product
- Engaged stakeholders to provide updates on the launch of new CC products, did refinements for the requirements and pushed the changes
- Provided support to the technology and quality assurance teams as the subject matter expert on TSYS
- For adjudication strategy changes by credit risk, gathered requirements, tested and implemented new strategies
- Monitored, analyzed and when needed presented Business case for ordering cards inventory
- Reported on Vendor performance – TSYS and MasterCard
- Collaborated with underwriting and Engagement center to understand pain points and make improvements to current operational flows to decrease complaints
- Ensured Policy and Procedural documents stay up to date
- Analyzed and coordinated business operations with internal and external stakeholders.
Lending Analyst
Tangerine
01.2019 - 09.2022
- Reviewed and analyzed incoming credit applications for accuracy and credit worthiness
- Initiated project to identify gaps in adjudication of credit cards, to boost up the approval numbers, identified a gap in duplicate declines through TS2 and improved the approval rates on the duplicate applications by 75%
- Worked with the Project team on World MasterCard launch and provided analysis on the new accounts and identified gaps in the process and worked closely with IT team to fix the issues
- Collaborated with Product team, to identify missed opportunities to acquire new clients
- Helped in dealing with escalations form clients as they came
- Helped in setting up the new unsecured lending team, with updated policies and procedures, as well as gave input on hiring and training for the new hires
- Worked alongside credit risk team and credit card operations team in setting up strategy for New Clients with temp sin
- Worked with Operations team to set up a new queue on ADM and devising flow of applications through the queues
- Supervised the team in manager's absence, to ensure Service levels were met and the team was operating efficiently
- Continuously using learned skills to improve current processes to achieve business targets as well as making the process smoother for the analysts
- Coached analysts to make better credit judgements by sharing complicated cases as well as giving examples of anomalies
Payments Analyst
Tangerine
11.2017 - 12.2018
- Reviewed and analyzed incoming and outgoing electronic transactions
- Worked closely with the Fraud team to review and stop any fraudulent EMT transactions
- As the contact person for the RBC payment modernization project, lead the operations side with communication, and testing with the product and project team to ensure accurate and timely deployment of the project
- Lead the internal employee expense re-imbursement project from the operation side, to bring it in-house.
- Generated the daily rejected transaction reports and handled any anomalie
Analyst Cheque Processing
Tangerine
08.2016 - 10.2017
- Cleared incoming cheques. These cheques were sent by clients by taking pictures of physical cheques and submitting it through bank's mobile application.
- Worked with LEAN TEAM to start process of printing returned cheque envelopes rather than manually writing them up to save time and increase efficiency
- Came up with idea of pending postdated cheques rather than rejecting them to create better client experience
- Identified gaps in processing of outgoing cheques, came up with idea of automation, and saved 1.5 hours of daily work
Education
Associate of Applied Science - Accounting, Finance, Business Management, Business Operations
Centennial College
Toronto, ON 01.2013 - 04.2015
No Degree - Mathematics
University of Waterloo
Waterloo, ON 09.2011 - 12.2012
Skills
- Agile
- MS Office
- Process Mapping
- Quality Assurance
- Project Management
- Operational Expenses
- Budgeting
- Business Insights
- Process Improvement
- Strategic Planning
- Waterfall
- Inventory Management
Accomplishments
- Improved approval rates by 85% on duplicate applications.
- Lead operational readiness projects, impacting over 5,000 accounts monthly.
- Facilitated APR changes impacting 300,000 active credit card accounts.
- Investigated and resolved operational expenses issues with couriered card, resulting in over $150,000 in savings during the year.
Certification
CAPM
Timeline
Senior Operations Analyst
Tangerine
09.2022 - Current
PSPO 1
11-2021
PSM 1
10-2021
Lending Analyst
Tangerine
01.2019 - 09.2022
CAPM
10-2018
Payments Analyst
Tangerine
11.2017 - 12.2018
Analyst Cheque Processing
Tangerine
08.2016 - 10.2017
Associate of Applied Science - Accounting, Finance, Business Management, Business Operations
Centennial College
01.2013 - 04.2015
No Degree - Mathematics
University of Waterloo
09.2011 - 12.2012
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