Zaineb Benhammada
Montreal,Canada
Summary
Experienced professional with a strong background in the financial industry, currently working as a Business/QA Analyst in a technology-driven environment. Began my career as a Financial Advisor Associate, progressed to Senior Processing Representative, and advanced into leadership as a Client Experience Team Manager. Highly skilled in client relations, process optimization, and quality assurance, with a proven ability to align business needs with innovative tech solutions. Passionate about enhancing client experiences and driving operational excellence.
Overview
6
6
years of professional experience
Work History
Business/QA Analyst
Fidelity Investments Canada
Montreal, Canada
12.2023 - Current
- Conduct detailed analysis of requirements, collaborating with stakeholders to clarify discrepancies and ensure full understanding of deliverables
- Lead requirements gathering sessions and document detailed business requirements, process flows, and system specifications
- Provide effort estimates for testing and business analysis tasks during project planning phases
- Ensure QA-related deliverables meet project timelines and standards
- Develop comprehensive testing strategies, including High-Level Test Plans and detailed functional test cases
- Execute test cases, identify defects, and manage defect lifecycle
- Design, build, and maintain automated regression test scripts
- Create and maintain documentation for test execution, ensuring compliance with audit standards
- Facilitate walkthrough and review sessions with stakeholders
- Act as a liaison between business units and IT teams, translating business needs into technical specifications.
Client Experience Team Manager
Fidelity Investments Canada
Montreal, Canada
09.2022 - 12.2023
- Managed a team of client service representatives, supporting banks, large financial institutions, and financial advisors
- Acted as the primary contact for escalations, coordinating operational activities
- Partnered with Sales and Client Services teams to enhance client loyalty and resolve complex issues
- Promoted Fidelity's system tools to improve client efficiency and satisfaction
- Led team meetings and performance reviews.
Senior Processing Representative Bilingual
Fidelity Investments Canada
Montreal, Canada
09.2021 - 09.2022
- Executed complex financial and non-financial transactions for mutual fund accounts
- Managed transaction discrepancies and addressed issues related to trade settlements
- Monitored transaction workflows to identify risks and provide strategic insights
- Engaged in continuous professional development through training on financial products and regulations.
Financial Advisor Associate
Harris Management Group
Vancouver, Canada
09.2018 - 05.2021
- Supported senior advisors in managing client portfolios and preparing investment recommendations
- Assisted in the development of financial plans and conducted client meetings to review goals
- Prepared financial reports and provided client service to address inquiries.
Education
Bachelor of Business Administration - Finance Major -
ESG UQAM
Montreal, QC01.2018
Certificate in Business Administration - Administration -
ESG UQAM
Montreal, QC01.2016
College Diploma - Accounting -
Collège Supérieur de Montréal
Montreal, QC06.2014
Skills
- Proficient in Microsoft Office Suite, including Excel for data analysis; experienced with JIRA and Confluence for project management
- Strong problem-solving abilities, with a focus on data-driven decision-making and risk analysis
- Proven track record in team leadership, coaching, and performance management
- Exceptional client service skills, including communication and managing high-profile relationships
- Expertise in investment analysis, financial planning, and transaction processing
- Trilingual in English, French, and Arabic
- Highly adaptable with a continuous learning mindset
Professional Development
- Completed training in Scrum methodology.
- Gained in-depth knowledge of Agile principles.
Languages
- Arabic, Native proficiency
- French, Full professional proficiency
- English, Full professional proficiency
Languages
English
Full Professional
French
Full Professional
Arabic
Native/ Bilingual
Timeline
Business/QA Analyst
Fidelity Investments Canada
12.2023 - Current
Client Experience Team Manager
Fidelity Investments Canada
09.2022 - 12.2023
Senior Processing Representative Bilingual
Fidelity Investments Canada
09.2021 - 09.2022
Financial Advisor Associate
Harris Management Group
09.2018 - 05.2021
Bachelor of Business Administration - Finance Major -
ESG UQAM
Certificate in Business Administration - Administration -
ESG UQAM
College Diploma - Accounting -
Collège Supérieur de Montréal
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