Shilton Angwabu

Shilton Angwabu Summary A proactive, quality-focused, and solutions-oriented professional with extensive experience in executing business process analysis, identifying improvement areas, and delivering actionable recommendations. I have been acknowledged for precisely analysing business problems, evaluating requirements, and delivering effective solutions to cater to business needs within financial services, healthcare, IT, and educational industries. I am proficient at cultivating and fostering professional relationships with stakeholders, executive management, and internal cross-functional teams. I am renowned as an articulate communicator with exceptional risk analysis, problem-solving, decision-making, and analytical skills. Are you interested in getting more information regarding how I will leverage my extensive career experience to add value to your business? Feel free to connect with me or email me. Experience Business Analyst CA Auto Bank Sep 2022 - Present (1 year) Working as part of the IT Change team to define and deliver IT and business processes for Front and Back Office systems/services/applications changes within various areas of the organisation. Played a key role in several Consumer Duty projects such as Streamlining Consumer Duty Compliance Processes, Consumer Communication Channels for Duty Fulfilment, Compliance Training and Awareness Initiatives. Also involved in a Loan Restructuring Program for Borrowers in Financial Distress. PROJECT: Enhancing Compliance and Process Efficiency Project Definition: This Project was aimed at ensuring the organisation's compliance with consumer protection regulations while simultaneously improving the efficiency and transparency of consumer duty processes. This comprised a comprehensive analysis of existing workflows, identification of potential bottlenecks, and implementation of solutions to mitigate regulatory risks. KEY RESPONSIBILITIES Process Mapping: • I conducted an in-depth examination of existing consumer duty processes. • Mapped out each step from the initial consumer interaction to the fulfilment of duties and identified key stakeholders involved in the process. • I collaborated with legal teams, business units, and IT departments to ensure a holistic understanding of the consumer duty landscape. • Responsible for aligning each step of the process with relevant consumer protection laws and regulations. • Ensured that compliance measures were embedded within the process flow. Shilton Angwabu - page 1 • Analysed process maps to identify bottlenecks and areas of inefficiency. • Also conducted root cause analysis to understand the factors contributing to delays or compliance issues. PROJECT: Consumer Communication Channels for Duty Fulfilment Project Definition: This project was aimed at improving communication channels between the organisation and consumers regarding duty fulfilment obligations by implementing a multi-channel communication strategy to enhance transparency and facilitate timely compliance. KEY RESPONSIBILITIES: • I spearheaded the implementation of an integrated communication platform, resulting in a 25% increase in consumer engagement and compliance awareness. • I helped in the development of personalised communication templates and automated messaging systems to provide consumers with relevant duty-related information. • Conducted surveys and feedback sessions to assess consumer satisfaction and iteratively improve communication strategies. PROJECT: Compliance Training and Awareness Initiatives Project Definition: The objectives of this project were to design and implement a comprehensive compliance training program aimed at educating employees and increasing employee awareness and understanding of consumer duty obligations, consumer protection regulations and duty fulfilment requirements. KEY RESPONSIBILITIES: • I played a vital role in the development of interactive e-learning modules and conducted inperson training sessions for employees across departments, resulting in a 40% increase in compliance knowledge and awareness. • I established a feedback mechanism to gather employee input and continuously improve training materials and delivery methods. • Collaborated with HR and department heads to integrate compliance training into onboarding processes for new hires. PROJECT: Loan Restructuring Program for Borrowers in Financial Distress Project Definition: I was a key member of a team tasked with designing and implementing a loan restructuring program aimed at assisting borrowers experiencing financial difficulties due to economic downturns. The program was aimed to provide viable solutions to help borrowers manage their debt obligations while mitigating risks for the lending institution. Shilton Angwabu - page 2 KEY RESPONSIBILITIES: • I collaborated with internal stakeholders, including risk management, legal, and customer service teams, to develop program guidelines and eligibility criteria. • Developed communication strategies to educate borrowers about available assistance programs and guide them through the restructuring process. OTHER PRINCIPAL RESPONSIBILITIES For each change, group of changes or project: • Produce clear and detailed documentation of operational business requirements, including functional and non-functional requirements and definition of test plans. • Undertake acceptance testing and ensure all testing is completed in line with test plans. • Creating and maintaining a library of business process documentation, and actively promoting simplification and automation of business processes. Shilton Angwabu - page 3 Customer Relationship Management Business Analyst Robson Moore Oct 2021 - Oct 2022 (1 year 1 month) Working in this job role, I delivered robust support throughout the development and implementation of a new CRM system across the organisation. It is worth mentioning that I identified and recommended the best acceptable solutions to facilitate design sessions across design and business, as well as ensured seamless workflow by providing impactful assistance in generating business cases and process mapping. My achievements are as follows: • Demonstrated expertise in effectively presenting technical concepts to non-tech people as well as developing trust and cultivating professional relationships with end users. • Maximised customer satisfaction by delivering high-functional outcomes and ensuring timely completion and delivery of projects through proactive participation in daily scrum meetings. • Emphasised and highlighted value addition in business through the project by accomplishing Benefits realisation documentation. • Collated and analysed requirements through the utilisation of use cases, mock-ups, and elicitation meetings, and efficiently coordinated with business stakeholders to ensure the timely delivery of the project. IT Business Analyst - 316 Startups Ltd| June 2020 – March- Startups Ltd Jun 2020 - Mar 2021 (10 months) During my time here, I maintained data accuracy and validity by overseeing the management of category databases as well as managing the Salesforce CRM data system. Furthermore, I ensured utmost transparency regarding the company's progress by efficiently tracking sales and demand KPIs by channel, product, sector, and customer, as well as developing performance reports on a weekly and monthly basis. My accomplishments within this role are the following: • Maximised customer satisfaction and experience by exploring and recommending salesdriven investment plans to clients. • Developed and delivered insight around Fentimans and competitor performance in trade by conducting an in-depth analysis of 'in-market' sales and category data. • Facilitated forecasting and development of annual sales budget by creating effective tools and executing comprehensive consumer demand analysis. • Delivered exceptional service by accurately analysing business performance, evaluating potential issues/hurdles, and recommending actionable solutions to executive management. • Contributed to organisational progress by precisely analysing key data sources to provide visibility and insights into business performance. Healthcare Analyst - Worldclass Care & Staffing Ltd Feb 2019 – May 2020 Worldclass Care & Staffing Ltd Feb 2019 - May 2020 (1 year 4 months) Serving as Healthcare Analyst, I extended remarkable performance by exploring opportunities and analysing risks, as well as generating and delivering the company's progress reports, including six Shilton Angwabu - page 4 months’ market forecasts. Shilton Angwabu - page 5 Moreover, I generated a complete picture of the healthcare sector and drivers of growth and sector risks by combining therapy areas and available data. Below are some of my achievements in this role: • Reduced training time by 10 weeks, through the development and deployment of interactive video portal features across the organisation. • Delivered robust performance by exploring effective methods of content promotion and engaging potential audiences, as well as increased client satisfaction by effectively managing a high-volume of client queries through face-to-face interaction, emails, and telephonic calls. • Increased process efficacy by integrating the latest developments, managing financial data, monitoring competitors' activities, and updating the company's reports. • Strengthened and fostered the formation of healthcare views by developing and expanding knowledge of macroeconomics, political risk, and wider sector risk. Financial Analyst - Ntarinkon Cooperative Credit Union Ltd (Cameroon) Feb 2013 – June 2018 Ntarinkon Cooperative Credit Union Ltd Feb 2013 - Jun 2018 (5 years 5 months) As a part of my duties at this company, I extended viable service by impactfully collaborating with product owners to transform epics into user stories as well as proactively participating in Scrum meetings, Daily Scrums, Sprint Planning, Review and Retrospective. It was I who delivered robust assistance with technical designs and solutions planning while liaising with developers. A section of my key contribution includes: • Accomplished set tasks/goals, including data acquisition, data processing, information reporting, automation of manual processes, and business process streamlining. • Increased and optimized internal administrative processes/activities by 15% through delivering cross- training newly recruited teams, developing service delivery commitments and process documentation, and re-engineering internal report procedures. Education University of West London Civil and Environmental Engineering, Civil Engineering 2019 - 2022 University of Buea Bachelor's degree, Business/Managerial Economics 2009 - 2012 BCS, The Chartered Institute for IT Licenses & Certifications Asking Effective Questions During Requirements Elicitation - LinkedIn Skills Shilton Angwabu - page 6 Change Management • User Stories • Project Delivery • Requirements Analysis • Leadership • Business Transformation • New Business Development • User Acceptance Testing • Management • Teamwork Shilton Angwabu - page 7