Sadiyya Latiff-Lewis
Summary
Accomplished Senior Business Analyst at RBC Royal Bank (Trinidad & Tobago) Limited, adept in Agile Methodology and Stakeholder Management. Spearheaded business process improvements, enhancing project efficiency by identifying optimization strategies. Demonstrated exceptional ability in requirements gathering and fostering robust stakeholder relationships, significantly improving user satisfaction and project alignment with business objectives.
Overview
24
24
years of professional experience
Work History
Senior Business Analyst
RBC Royal Bank (Trinidad & Tobago) Limited
07.2023 - Current
- Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.
- Created detailed user stories for system enhancements, leading to improved functionality and user satisfaction.
- Facilitated requirement gathering workshops, resulting in clear project objectives and deliverables.
- Improved project efficiency by analyzing business processes and identifying areas for improvement.
- Supported leadership team with reporting, analysis, and business presentations to inform divisional strategies.
Business Analyst
RBC Royal Bank (Trinidad & Tobago) Limited
10.2015 - 06.2023
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization.
- Facilitated change management initiatives, ensuring smooth transitions during organizational transformations.
Manager - Client Care Standard & Complex
RBC Royal Bank (Trinidad & Tobago) Limited
10.2011 - 05.2015
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing client
- Managed daily operations of the Branch to uphold optimal customer satisfaction, and employee productivity.
- Established performance and service goals and held associates accountable for individual performance.
Senior Customer Service Rep. (Supervisor)
RBC Royal Bank (Trinidad & Tobago) Limited
10.2007 - 06.2011
- Led a team of customer service representatives, fostering a supportive environment that encouraged growth and development.
- Effectively managed escalated customer situations, working towards mutually agreeable resolutions while maintaining professionalism at all times.
- Developed new employees and on-going performance assessment of current employees.
Senior Trainee
RBC Royal Bank (Trinidad & Tobago) Limited
11.2005 - 09.2007
- Partnered with management to coach, discipline and manage employees.
- Built highly productive teams through team building, clear communication and ongoing coaching.
- Championed process improvement efforts by identifying inefficiencies within current systems and proposing innovative solutions for increased productivity.
Operations Officer, Foreign Exchange
RBC Royal Bank (Trinidad & Tobago) Limited
06.2003 - 10.2005
- Managed high volumes of commerical and corporate foreign exchange transactions while maintaining service level agreements.
- Reduced turnaround times for handling inquiries and transactions by implementing efficient workflow processes.
- Developed strong relationships with customers by addressing their concerns and providing personalized solutions to their foreign exchange needs.
Customer Service Rep. Standard & Complex
RBC Royal Bank (Trinidad & Tobago) Limited
06.2000 - 05.2003
- Provided exceptional service to customers, addressing their needs and building lasting relationships.
- Contributed to overall branch performance by consistently meeting and exceeding sales goals.
- Maintained high levels of accuracy in handling cash, ensuring proper documentation and adherence to bank policies.
- Handled complex customer inquiries with professionalism, demonstrating thorough knowledge of products and services.
- Provided valuable feedback to leadership regarding potential process improvements that could enhance overall efficiency.
Education
High School Diploma -
St. Francois Girls' College
St. Francois Valley Road, Belmont06.1999
Skills
- Agile Methodology
- Stakeholder Management
- Requirements Gathering
- Data Analysis
- Documentation
- Process Mapping
- User Acceptance Testing
- Team Collaboration
Timeline
Senior Business Analyst
RBC Royal Bank (Trinidad & Tobago) Limited
07.2023 - Current
Business Analyst
RBC Royal Bank (Trinidad & Tobago) Limited
10.2015 - 06.2023
Manager - Client Care Standard & Complex
RBC Royal Bank (Trinidad & Tobago) Limited
10.2011 - 05.2015
Senior Customer Service Rep. (Supervisor)
RBC Royal Bank (Trinidad & Tobago) Limited
10.2007 - 06.2011
Senior Trainee
RBC Royal Bank (Trinidad & Tobago) Limited
11.2005 - 09.2007
Operations Officer, Foreign Exchange
RBC Royal Bank (Trinidad & Tobago) Limited
06.2003 - 10.2005
Customer Service Rep. Standard & Complex
RBC Royal Bank (Trinidad & Tobago) Limited
06.2000 - 05.2003
High School Diploma -
St. Francois Girls' College
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