JOCELYN AYO SACLO, PMI-PBA, CAPM

Email: [email protected]

Mobile: +6016-641-1854

Residence: Kuala Lumpur Malaysia | Willing to relocate

Certified Professional in Business Analysis (PMI-PBA) No: 2600541

Certified Associate in Project Management (CAPM) No: 2212451

PMI Member ID: 2576206 | IIBA Member ID: 133548

Lead Business Analyst / Project Manager
CAREER SUMMARY

§  Total of 10 years of Business Analysis experience. 7 years of experience in Project Management as a Junior & Assistant Project Manager / Lead Business Analyst (BA) in Insurance Industry & 3 years of experience as a Lead BA in Business Process Outsourcing (BPO) industry.

o  Insurance clients include AIG Shared Services in the Philippines for General insurance; AmGeneral, RHBI & AIA in Malaysia for General, Life & Corporate insurance.

o  Elicit requirements, analyzed & diagnosed business processes and implemented process improvements as Business Analyst using SDLC Methodology on both Legacy systems and Digital Technology software applications.

§  1-year Software Tester Engineer experience for Cambridge Solutions in Singapore and IBM Lenovo in Japan.

§  1-year experience as a Software Developer on programming languages ASP, Javascript development and SQL queries for Business Process Outsourcing (BPO) industry.

PROJECT SUMMARY

Feb 2019 – Present à Legacy Systems and Digital Technology

§  Life Insurance Group Policy Claims àMachine Learning Claims processing (Artificial Intelligence)

§  General Insurance Individual Policy à Digital iPOS development for Public Bank

Feb 2018 – Jan 2019 à Legacy Systems and Digital Technology

§  Life Insurance Individual Policy à Life Asia & Life Asia Takaful-Reporting enhancement

§  Corporate Solution Division (CSD) à Welcome Email on new & existing AIA members

§  AIA Health Services (AHS) Portfolio supporting, Individual Life Insurance, Group/Employee Benefits & General Insurance

à MCS (Minor Claims Systems)-System prompt on high risk fraud cases

§  General Insurance à POLA-e-Payment on Motor & Non-Motor policies

Feb 2017 – Jan 2018 à Digital Technology Detariff on Motor class for RHB Insurance

Jan 2016 – Dec 2016 à Digital Technology Detariff on Motor & Non-Motor class (Fire) for AmGeneral Insurance

Jun 2015 – Dec 2015 à Digital Technology Claims Enhancement for AmGeneral Insurance

SKILLS SUMMARY

§  Project Management (7Yrs.): Project Planning / Resource and Budget Coordination

§  Business Analysis (10Yrs.): Process Improvements / Requirements Elicitation

§  Data Integration (2Yrs.): Motor data integration = 2 yrs & Third-Party data integration = 1 yr

§  Data Migration (1Yr.): Data migration for Motor detariff & Third-Party channels

§  BAU Support (5 Yrs.):  Defect & Data Patch Management / System Enhancement

§  Software Testing (5Yrs.):Test Plans, Cases & Processes / Unit & Regression Testing / UI & Compatibility Testing

§  Technical Skills: SDLC / SQL / MS Visio

§  Application Tools: Servicedesk / IBM Rational ClearQuest / Sharepoint / Start Team / HPALM 12.21

CERTIFICATIONS

§  Certified Professional in Business Analysis (PMI-PBA) # 2600541 – Valid 07/09/2019 – 07/08/2022

§  Certified Associate in Project Management (CAPM) # 2212451 – Valid 04/03/2018 – 04/02/2023

TRAININGS & CONFERENCES ATTENDED

§  In-Person Project Management Institute Global Conference | Oct.28,2017 – Chicago Illinois

§  PMP Certification Training | Dec. 19 – 22, 2016 – Akademi PKNS Malaysia

EDUCATION

SYSTEM TECHNOLOGY INSTITUTE (STI COLLEGE)

B.S., Computer Science (2002-2006) / Specialization: Information Technology / Software Development
PROFESSIONAL EXPERIENCE

LEAD BUSINESS ANALYST

Encora Technologies Sdn. Bhd. (February 1, 2019 – Present)

Role as Assistant Project Manager

§  Conducting project status meeting with stakeholders on Life insurance projects in Corporate Solutions & Claims department on digital software applications.

§  Creating, updating and modifying spreadsheets used to track progress.

§  Creating project plan in terms of resources with different IT Subject Matter Expert Lead and budget plan.

Role as Lead Business Analyst

Manage and Review Business Requirement Analysis

§  Facilitate in the requirement elicitation process.

§  Led the process of developing methods, tools and standards, data validation and documentation.

§  Review data and documentation obtained from the business requirement analysis and make changes if required.

§  Oversee the estimation process for the design and development estimates based on the requirements baseline.

Oversee Requirements and Gap Analysis

§  Drive and facilitate the process of developing, defining and documenting business personas with regards to roles, goals, and challenges of the business.

§  Responsible for driving and reviewing deep dive analysis information into areas of user needs to best understand the current trends and existing conditions.

§  Understand the gaps identified in the functional areas and evaluate opportunities for future improvements and enhancements.

§  Review data from gaps analysis.

Provide oversight function on Functional Specification Document Development

§  Verify and incorporate any changes to the Functional Specification Document (FSD) if required, by incorporating inputs from the User Requirement (UR), functional and non-functional requirements and data conversion.

§  Finalize and review Functional Specification Document (FSD) and disseminate to the Project Management team for onward follow up with Business Users for final sign-off.

§  Lead FSD & FSD addendum walkthrough session with stakeholders.

§  Ensure that the Requirements Traceability Matrix (RTM) is updated with the Functional Specification Document (FSD) reference.

Manage Configuration Information Change Request (CIR)

§  Prepare the Configuration Information Change Request

§  Attend Configuration Approval Board (CAB) meeting to obtain CIR approval from CAB.

§  Any change requests are raised by downstream for any major changes if any.

Unit Testing, System Integration Test and User Acceptance Test

§  Review test scenarios for UT, SIT, and UAT.

§  Support and clarify any defect raised for UT, SIT and UAT.

§  For any defects, business rules to be amended as well.

LEAD BUSINESS ANALYST

Accord Innovations Sdn. Bhd. (January 9, 2017 – January 16, 2019)

Client: AIA Insurance, Malaysia

Project: Multiple projects on Corporate Solution Division (CSD), AIA Health Services (AHS) & General Insurance (GI)

Role as Junior Project Manager

§  Acting as the main point of contact for those assigned projects/enhancements from Corporate Solution Division (CSD) & AIA Health Services (AHS) Portfolio.

§  Managing all expectation of CSD & AHS business users for the assigned tasks.

§  Compile project estimation provided by SME’s to assess the different level of technical solution approach & complexity and Prepare project timeline based on the allotted man-days as advised by the Senior IT Business Partner.

Role as Lead Business Analyst

§  Elicit requirements for different application enhancement on both Life and General Insurance from Corporate Solution Division (CSD), AIA Health Services (AHS) and General Insurance (GI) Portfolio.

§  Prepare Functional Specification Document (FSD) based on the User Requirement (UR) provided by business users.

§  Manage UAT activities & support UAT issues by coordinating with different Subject Matter Experts (SME’s) and a different division of business users for both AIA front-end & back-end system.

Client: RHB Insurance, Malaysia

Project: De-Tariff

Role as Junior Project Manager

§  Prepared project reports on General Insurance on Motor class, De-Tariff projects.

§  Conducted project status meetings with stakeholders especially Underwriting, Finance & Actuarial departments.

§  Provided post-implementation customer support to stakeholders.

§  Communicated project status to Project Manager.

Role as Senior Business Analyst

Business Process

§  Attended Project Steering Committee regularly with business project sponsors and Detariff project manager and provided a high level status of the overall project status including requirement gathering, development, and testing.

§  Discussed with project manager regularly on the challenges and risks on the delivery of the project phases if any and if conflicting with the requirements gathering and communication with the business users and provide recommendation and propose solutions on how the system enhancement will cater the said recommendation.

§  Brainstormed with project manager on the motor insurance market at a high level and proposed business process recommendations cater to the existing Detariff project wherein applicable.

§  Negotiated with stakeholders and business users on the scope delivery of project phases by determining project phases prioritization in order to deliver project phases enhancement with outstanding quality.

§  Attended weekly project team meeting to discuss work best practices challenges and resolution plan and suggested improvements to be able to deliver the project timelines and maintain the work-life balance harmony in the project team members.

Requirement Elicitation

§  Analyze system issues faced by the business users for both front-end and back-end systems and propose solutions on the enhancement needed. Worked with different vendors to finalize and plan on how the proposed solution will be developed within the timeline provided by the project management.

§  Conducts regular meetings with business users in gathering functional & non-functional requirements in terms of Motor & Non-Motor detariffication projects and documented in Business Requirement Documents & System Requirements Specification.

§  Used different requirement gathering methods like discussion forum, surveys, observations, and interviews with different business users in different departments like Underwriting, Operations, Finance, Credit Control and with the project team.

§  Reviews Business Requirement Documents & System Requirement Specifications with business users and vendors for any necessary update before the sign-off is obtained.

§  Reviews the change requests from the business users to make sure the change requests are fully understood by all project members and also the front-end and back-end vendors and the change can be accommodated.

§  Provide high-level updates to project manager on a weekly basis on the progress of the requirements gathering, development monitoring with vendors, user acceptance testing status and other relevant issues on the motor and non-motor detariffication projects.

Data migration, System Integration & User Acceptance Testing

§  Managed data migration for Motor detariff & Third-Party class including Proton, Perodua, NAZA, MyEG, POST Malaysia & Tan Chong thru Financial Link.

§  Review business scenarios and provided feedback and recommendation to make sure that correct test cases are being created and finalized prior to the start of User Acceptance Testing.

§  Review business scenarios and provided feedback and comments if the correct premiums are being described in the test cases specifically whether Tariff or Detariff rate.

§  Worked with testing team and business users in facilitating User Acceptance Testing. Assisted users in executing the test cases and provided guidance to make sure that test cases are executed properly based on the requirements described in Software Requirement Specification requirements.

§  Administered application development including UAT in issuing policy cases mostly for Motor & Third-Party classes

Go Live Support

§  Provided guidance to business users in different departments in using the enhanced system to cater the Detariff projects.

§  Closely monitor identified and logged defects by the business users and communicated with the vendor for root cause analysis until a workaround or permanent solution is provided.

§  Provided daily status reports on the progress of defect tracking and resolution to the project team and project sponsors.

BUSINESS ANALYST

Encora Technologies Sdn. Bhd. (June 1, 2015 – December 15, 2016)

Client: AmGeneral Insurance, Malaysia

Project: Integration & De-Tariff

Role as Assistant Project Manager

§  Assisting Project Manager in system development and implementation of client’s enhancement initiatives.

§  Collaborated with project vendors to produce & finalize effort estimations, high-level timelines and resource estimations for each enhancement and obtained client’s acceptance.

§  Assisting in managing project plans, budgets, and resource assignment.

§  Handles Change Request procedure.

Role as a Business Analyst

§  Facilitates face-to-face interviews and workshops with stakeholders to elicit and validate detailed business and functional requirements.

§  Obtains appropriate requirement sign-off from users, as well as identified stakeholders, prior to the commencement of work.

§  Captures relevant non-functional requirements, when described during elicitation.

§  Creates and maintains business process documentation on behalf of IT/PMO to ensure that it is valid and can be referenced during and after the project delivery process.

§  Ensures approved changes are propagated clearly and quickly through all connected delivery and business functions.

§  Works with design and architectural teams to ensure that approved requirements will be and are fulfilled by the solution.

§  Understands the data quality and assurance policies and guidelines and apply the requirements to all data sources and used in the business and functional areas.

§  Works with business and functional stakeholders and users to define appropriate acceptance criteria.

Data Integration, Control Room Support after each Major Deployment

§  Handled data integration for Fire to merge Kurnia & AmGeneral insurance products.

§  Acts as the primary support on all Control Room activities after each major deployments from Integration to De-Tariff Projects for Motor, Non-Motor & Fire.

§  Assists internal & external business users on all issues related to deployed enhancement in different means including email, phone call, WhatsApp chat groups & walk-in.

§  Monitor the investigation of all issues until resolution with different vendors for back-end and front-end and work closely with business users in testing the fixes in UAT environment to get sign-off criteria that fix is approved to be delivered in the next minor or major deployment schedule.

Deployment Activities

§  Works with the deployment project manager to prepare the requirements for smooth deployment including finalization of Defects & Change Requests identified during testing for Integration & De-Tariff projects.

§  Assists in the estimation process, assessing complexity, as well as impacts. Works with relevant vendors to ensure requirements are clearly understood and therefore accounted for.

§  Facilitates sanctioning on the new menu created during deployment needed for in house users and all the agency distribution channel on both back-end and front-end systems.

§  Where required, provides end-user training in the delivered solutions.

Role as a Business Analyst – Detariff Projects

§  Creates a suite of detailed documentation containing validated business and functional requirements for different De-Tariff projects for Motor, Non-Motor & fire products.

§  Maintains an in-depth understanding of inter-related projects from Integration to De-Tariffication to manage functional dependencies both up and downstream.

§  Works with Motor, Non-Motor & Fire business users and front-end & back-end vendors to facilitate the table setup needed for each department like IT BAU, Finance, Operations, Agency Distribution, Reinsurance, and Underwriting.

Role as a Business Analyst – System Integration Projects

§  Acts as the curator and primary point of reference for the project’s requirements, ensuring that clarity is maintained and knowledge is efficiently shared on the System Integration project in preparation for De-Tariff projects for AmGeneral Insurance.

§  Works with Agency Admin and vendors in the Agent Migration process that includes 29 agency branches of AmGeneral Insurance to harmonize the two back-end and front-end systems that need to be integrated.

§  Works closely with business users & vendors in integrating all the Motor, Non-Motor & Fire  products of AmGeneral Insurance that resides in two different back-end and front-end systems.

Role as a Business Analyst – Claims System Enhancement Projects

§  Gathered requirements by facilitating face-to-face interviews and workshops with stakeholders to elicit and validated detailed business and functional requirements for AmGeneral Insurance under AmBank group on different Claims systems enhancements in Motor & Bodily Injury department including Own Damage, Third Party that includes Fire, Bodily Injury, Subrogation, Knock for Knock, Extended Warranty, Sales of Wreck & Operational Reports.

§  Facilitates testing with different users on Claims Operational Reports and coordinated with vendors on the defects identified during testing until resolution.

§  Helps develop test strategies, test scenarios and cases for UAT.

§  Help identify additional and changes to existing requirements. Assists in impact analysis activities and where costing is required.

§  Deliverables including but not limited to: Business Requirement Document (BRD), Functional Specification Document (FSD), Appropriate test documentation, Training Manuals, Process documentation, and Complexity and impact analysis.

BUSINESS SYSTEMS ANALYST

AIG Shared Services Philippines (May 2, 2013 – May 13, 2015)

Role as an Assistance Project Manager

§  Assisted Project Manager in preparing project reports on General Insurance, Motor Class, enhancement on legacy systems.

§  Provided post-implementation customer support to stakeholders.

§  Created project agendas on legacy system enhancements and data patch.

§  Act as point of contact on servicing clients from Asian countries Indonesia & Vietnam.

§  Interfacing with clients through emails & phone calls.

Role as an IT Lead Business Systems Analyst

BAU Support for managing everyday production defects and facilitates data patch & system enhancement

§  Responsible for managing day-to-day production defects.

§  Functions as Level 1 and Level 2 IT BAU Support for Finance and Accounting applications of APAC countries.

§  Major tasks include facilitates system enhancement and data patch every deployment month.

§  Night and weekend support when necessary especially every deployment month.

§  Direct interaction and communication with Client countries doing Level 1 Support including logging of defects and issuance of Support Tickets.

§  Level 2 tasks consist of an analysis of issues raised and providing resolutions which do not involve software code changes, providing UAT Support for builds being tested before Production Deployment.

§  Responsible for the system development and implementation facilitation of client’s enhancement initiatives.

§  Responsible for proper Defects Management procedure in training other junior business analysts.

§  Conducting discovery activities for newly acquired RSC-Support Countries like interviews, analysis, and development of documentation in aid of the development of the Migration Documentation for Higher Management Review.

Issue Investigation through SQL Queries in Countries Database in UAT & Production Data (Batch Job Run & Customized Queries for each countries)

§  Investigating everyday BAU production issues by logging in to the country databases for Philippines, Vietnam, Malaysia, Hong Kong, Indonesia in Production & UAT and perform different SQL queries to understand the relationship of each table and the business rules for each data.

§  Perform SQL job queries every day and customized queries for each country in supporting daily production issues and for preparation for the every month-end activities that require different batch job run for Finance and Accounting.

Role as a Level 2 Indonesia & Vietnam Country Support

§  Created tickets for the issues raised regarding the defects of financial applications.

§  Created Defects Analysis Documents in aid of the creation of permanent fixes done by Level 3.

§  Supervised and monitored the Month-End processing of Financial Data.

§  Conducted UAT activities for the builds released for the fixes in the defects reported.

Defect Management

§  Responsible for handling of categorization and prioritization of outstanding BAU defects using ClearQuest defect application. Liaise with the development team to monitor the timely delivery of defect fix. Prepare sign off for a list of defects to be delivered every month including UAT sign-off documents.

BUSINESS SYSTEMS ANALYST

RCG Information Technology Phils. Inc. (Jan 10, 2012 – April 2013)

Client: AIG Shared Services

Work Description

§  Same as above.

IT LEAD BUSINESS ANALYST

Teleperformance Center Previous Name: Aegis PeopleSupport (Jan 11, 2010 – Dec 28, 2012)

Role as an IT Lead Business Analyst

BAU Production Issues & Defects Support / System Enhancement / Deployment Support

§  Investigated and monitored everyday production BAU issues in multitasking of project requirements gathering.

§  Supports everyday production issues for different internal clients including but not limited to: BDO (local bank), Manulife (Insurance), Vtech (telecommunication products).

§  Worked in a shifting schedule, day shift and night shift.

§  Worked from home and weekend when necessary especially every major deployment.

Project Requirements Gathering

§  Planned and maintained project work plan (user needs, program functions, business requirements, technical requirements, business process, systems design, systems scope and objectives, user acceptance tests, user plan, and user training documents) necessary to develop or modify solutions or applications.

§  Assist the Project Manager to monitor the overall testing & development plan for different module enhancement.

§  Responsible for detailed requirement capture and sign-off of Business Process Flows, Business Requirement documents & Test Plans.

§  Assist in the development of project scope, define requirements, and propose changes.

§  Deliverables including but not limited to Business Requirement Document (BRD), Functional Specification Document (FSD), Appropriate test documentation, Training Manuals, Process documentation, and Complexity and impact analysis.

Role as a Software Developer

§  Enhance legacy systems by software development on programming languages ASP, Javascript development and SQL queries for Business Process Outsourcing (BPO) industry.

SOFTWARE ENGINEER

Cambridge Solutions Pte. Ltd. Singapore/Japan (Feb 25, 2008 – Apr 30, 2009)

Role as a Software Testing Engineer

§  New Company Name: Xchanging

§  Developed and implemented test plans and test cases for ThinkPad & IBM Lenovo laptops with different applications based on business and software requirements.

§  Deployed in Japan from April 2008 to October 2008 to handle a new team on User Scenario Testing.

TECHNICAL SUPPORT SR. ASSISTANT

Dell International Services (Aug 7, 2006 – Mar 7, 2008)

Role as a Technical Support Sr. Assistant / Inside Sales Rep

§  Diagnosed and resolved various software and hardware issues on Dell desktop/laptop including updates, installation, hotfixes in OS, resolved different connectivity issues like dial-up/broadband/wireless.

§  Investigated problems and guided customers in removing pc external components up to internal parts one by one and create dispatches if needed

CHARACTER REFERENCE

1.       Nur Khairina bt Aman Shah / Deputy Manager / [email protected] / +6012-605-5563

2.       Emmylou Rodenas / Business Analyst Manager / [email protected] / +6010-421-8036

MISCELLANEOUS DETAILS

1.      Work visa in Malaysia is Category I Work Visa. Possess USA Via B1/B2 (Business/Tourism) Visa.

2.      Other training attended: Assistant Team Lead (ATL) (2010-Aegis People Support), Basic Safety Training Certificate (2009-The Maritime Training Center of the Phils.), Dell Certified Systems Expert (DCSE) & Employee Purchase Program Sales Training (2007-Dell International Services)