Oluwaseyi Francisco

A dedicated, organized, and detailed-oriented Business Analyst and certified Scrum Master with over 5 years of experience in requirements elicitation, requirements analysis, BRD/FRD development, functional specifications, user stories, acceptance criteria, business process analysis, system integration, data mapping, UAT, Agile/Scrum, and SDLC delivery for business processes and information systems in Banking, Healthcare, Pharmaceutical, and Mortgage domains. Skilled in translating business needs into actionable business and system requirements and collaborating with Product Owners, developers, QA teams, project managers, and stakeholders to deliver business solutions. Strong analytical capabilities using SQL, Excel, Power BI, and Tableau.

Business Analyst - ALLY FINANCIAL

(2023-12)

• Lead end-to-end business analysis, business systems analysis, and requirements engineering for complex business and technology initiatives, Partner with Product Owners on product backlog management, prioritization, backlog refinement, sprint planning, release planning, Kanban, and feature delivery.
• Elicit, analyze, validate, and document business, system, functional, and non-functional requirements through stakeholder interviews, workshops, JAD sessions, process analysis, and document reviews.
• Develop and maintain BRDs, FRDs, functional specifications, epics, features, user stories, use cases, acceptance criteria, process flows, workflow diagrams, and requirements traceability matrices.
• Translate business objectives into detailed system requirements, functional requirements, business rules, and testable acceptance criteria for development and QA teams.
• Analyze application workflows, system dependencies, business rules, data flows, and integration requirements to identify impacts and support solution design.
• Partner with Product Owners on product backlog management, prioritization, backlog refinement, sprint planning, release planning, and feature delivery.
• Perform current-state/future-state analysis, gap analysis, impact analysis, root cause analysis, and solution analysis to identify process inefficiencies, system limitations, business risks, and improvement opportunities.
• Create business process models, workflow diagrams, use case diagrams, system interaction documentation, and data flow documentation using Microsoft Visio, Lucid chart, and Draw.io.
• Collaborate across the SDLC to ensure requirements remain complete, accurate, traceable, testable, and aligned with approved scope and business objectives.
• Support UAT, functional testing, and business validation by defining acceptance criteria, reviewing test scenarios and test cases, validating delivered functionality, and coordinating defect resolution with QA and development teams.
• Analyse business and operational data using SQL, Advanced Excel, Power BI, and Tableau to support KPI reporting, trend analysis, performance measurement, data validation, and business decision-making.
• Monitor requirements, scope, dependencies, risks, issues, and change requests while evaluating business impacts and communicating recommendations to stakeholders.
• Prepare executive status reports, project dashboards, delivery metrics, decision logs, and stakeholder presentations to provide visibility into project progress, risks, dependencies, and Agile performance.

Business Analyst / Scrum Master - CIVICA – UNITED KINGDOM

(2023-01 - 2023-08)

• Served as the primary liaison between business stakeholders, Product Owners, customers, and software development teams, translating business objectives into business, functional, and system requirements.
• Led requirements elicitation through stakeholder interviews, workshops, JAD sessions, document analysis, process analysis, and collaborative discovery sessions.
• Created BRDs, FRDs, functional specifications, user stories, use cases, acceptance criteria, process flows, and workflow diagrams supporting application development and implementation.
• Analysed application workflows, business rules, system dependencies, and functional requirements to support system enhancements and solution delivery.
• Conducted current-state/future-state analysis, gap analysis, root cause analysis, impact analysis, and solution analysis to identify process improvements and system enhancement opportunities.
• Partnered with Product Owners to define product vision, feature requirements, business priorities, release objectives, and product roadmaps.
• Translated business requirements into well-defined user stories and acceptance criteria that were clear, measurable, and testable by development and QA teams.
• Supported product backlog management, backlog prioritization, backlog refinement, sprint planning, release planning, and continuous feature delivery.
• Facilitated Agile ceremonies including Sprint Planning, Daily Stand-Ups, Backlog Refinement, Sprint Reviews, Retrospectives, stakeholder reviews, and system demonstrations.
• Worked closely with Project Managers and delivery teams on project planning, dependencies, milestones, delivery schedules, risks, issues, and project documentation.
• Identified sprint impediments and coordinated resolution of issues affecting development progress, delivery timelines, and team effectiveness.
• Developed project metrics, dashboards, status reports, and management communications to improve visibility into sprint performance, backlog health, delivery progress, and team effectiveness.
• Collaborated with Product Owners and delivery teams to ensure requirements and user stories met Definition of Ready (DOR) and Definition of Done (DOD) standards.

Customer Service Assistant - LLOYDS BANKING GROUP – DURHAM, UNITED KINGDOM

(2022-07 - 2023-01)

• Managed high-volume customer interactions while maintaining service quality, accuracy, compliance, and customer satisfaction.
• analyzed customer needs and recommended appropriate banking products and services in accordance with established business processes and policies.
• Investigated and resolved complex customer issues using structured problem-solving, active listening, and root cause analysis.
• Maintained accurate customer information and followed banking, operational, and compliance procedures.
• Identified recurring customer issues and communicated trends, root causes, and process improvement opportunities to relevant teams.
• Managed multiple customer requests while meeting service-level expectations and maintaining strong attention to detail.

Business Development Manager / Business Analyst - POLARIS BANK LIMITED

(2015-07 - 2022-03)

• Performed business analysis, market analysis, customer analysis, operational analysis, and performance analysis to identify growth opportunities and improve business operations.
• Increased lead generation by 20% through data-driven market analysis, customer segmentation, opportunity identification, and targeted business strategies.
• Developed weekly, monthly, quarterly, and annual management reports, KPI dashboards, and performance analyses using Microsoft Excel and Tableau.
• Analyzed business performance, KPIs, customer trends, operational metrics, and financial data and translated findings into actionable recommendations for senior management.
• Developed customer acquisition and retention strategies that contributed to a 25% increase in the client base.
• Conducted market research and competitive analysis to identify customer needs, market opportunities, emerging trends, and product opportunities.
• Evaluated business processes to identify inefficiencies, performance gaps, workflow issues, and cost-saving opportunities, contributing to a 15% reduction in operational costs.

Relationship Manager – Commercial Banking - SKYE BANK PLC

(2013-06 - 2015-07)

• Managed commercial banking relationships and developed strategic account plans to increase customer retention, portfolio growth, and revenue.
• Increased client retention and portfolio growth by 30% through customer analysis, proactive relationship management, and tailored financial solutions.
• Conducted customer needs assessments and analysed business requirements, financial needs, and operational requirements to recommend appropriate banking products and solutions.
• Collaborated with credit analysts, underwriters, product managers, and internal stakeholders to structure financing solutions aligned with customer requirements.
• Cross-sold cash management, foreign exchange, trade finance, and commercial banking products, contributing to 15% year-over-year commercial banking revenue growth.
• Monitored portfolio performance, customer activity, business risks, and opportunities and developed recommendations to improve account performance.

Relationship Manager – Retail Banking - MAINSTREET BANK LIMITED

(2011-02 - 2013-05)

• Managed retail banking relationships and developed customer-focused financial solutions based on customer needs, financial objectives, and banking requirements.
• Increased new business by 20% through customer engagement, needs analysis, product recommendations, and relationship management.
• Managed and coached a team of 6 retail banking professionals, supporting productivity, performance management, professional development, and business objectives.
• Consistently achieved more than 110% of annual sales and referral targets through effective cross-selling of consumer loans, deposit accounts, foreign exchange, and retail banking products.
• Improved customer satisfaction and retention by 25% through proactive relationship management, service improvement, and customer issue resolution.
• Managed customer onboarding while ensuring adherence to KYC, AML, compliance, and banking procedures.

Master of Science (MSc) - International Business Management - University of Sunderland, United Kingdom

Master of Business Administration (MBA) - Olabisi Onabanjo University, Nigeria

Bachelor of Arts (B.A.) - Philosophy - Ogun State University