Summary
Overview
Work History
Education
Skills
Additional Information
Certification
Timeline
Generic

Rachel Lall

Summary

Versatile Senior Manager specializing in [Area] and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Sr. Manager

Al Masraf Bank
09.2020 - Current
  • Quality, Process Re-engineering and Internal Control, Lead Business Process Re-engineering projects of the bank to achieve operational excellence (Increasing the STP rate by 12% and decreasing the paper based applications at the branch by 28%)
  • Consistently providing superior customer experience across all customer touch points in the bank
  • Reducing the remittance processing TAT by 50%, customer profile update request by 75%, and Instant letter/certificate issuance at the branch
  • Analyze and develop standard operating procedures, detailing policies and operational control as the bank evolves and new projects are implemented for Corporate , Retail segments covering all products and services
  • Newgen Impact Award for leading the BPM Implementation
  • Certificate of Appreciation for the implementation of Central Bank Consumer Protection Regulations and Standards in Al Masraf
  • Develop and introduce quality standards, establish market competitive End to End SLA for customer products and services and implement suitable tracking mechanism
  • Responsible for the bank’s strategic excellence program, quality audits and ISO certification program
  • Conducting Surveys (External and Internal) and monitoring performance levels for continuous improvement
  • Customer Complaints Management in line with Central bank regulations and internal bank policy
  • Manage Internal Control Unit that ensures various internal control mechanisms are functioning in accordance with the management objective to safeguard the bank from financial loss
  • Bank Accounts Reconciliations
  • Monitor Exceptions and Ensure Exceptions are approved by the authorized level
  • Random checks of financial transaction to ensure quality
  • Validate, Evaluate the efficiency and sufficiency of controls
  • Ensure Projects, Products and Services are within the quality standards of the bank and satisfy customer expectations

Manager

Al Masraf Bank
09.2001 - 05.2016
  • Certificate of Appreciation for outstanding contribution in the Core Banking Implementation Project
  • Define process boundaries and processes to be re-engineered for the bank covering all customer segments, bank departments, products and services
  • Identify & centralize operational processes to maximize efficiency of customer facing staff
  • Develop and monitor service level agreements
  • Review current procedures on an on-going basis, improve and simplify them to increase operational efficiency
  • Gather information and facts for process development, co-ordinate stakeholders and obtain their consent on the processes to be implemented
  • Analyse Standard Operating Procedures detailing policies, regulations and operational control to maintain universal approach to all processes
  • Work closely with IT and change management teams for process re-engineering support for all banks projects, product launches and change implementation

Sr. Business Analyst

National Bank of Abu Dhabi
03.2013 - 05.2016
  • Rated Talent in 2015
  • Inducted into Professional Bankers Associate Program – Batch 2015
  • Business requirements analysis, solutions design and prototyping, business processes and workflow management requirements and implementation support for several systems implemented across the Bank
  • Analyse, develop and publish a clear, concise and accurate Business Requirements
  • Demonstrate the ability to work closely with the NBAD Business Units, ITD and Project Management Office to effectively translate the business vision into business requirements for implementation
  • Identify processes and projects for which BA artefacts can be created to streamline the requirement elicitation process and/or present requirements in a suitable manner
  • Acting as the designated advocate of the NBAD business entities, consult with the project stakeholders to ensure that the business scope and approved changes by the business entities are successfully maintained
  • Demonstrate the ability and willingness to respond to any post sign-off BRD related queries in order assist all downstream teams to translate and realize the Business Requirements
  • Vendor Evaluation and gap analysis between requirements and software features

Sr. Technical Analyst

National Bank of Abu Dhabi
07.2012 - 02.2013
  • Provides technical expertise, leadership, and project coordination services to support and maintain continuity of the organizations computer systems and networks
  • Identifies, and recommends software and applications that will improve the stability of systems and networks
  • Identifies, and recommends new hardware, software, and applications to support future and/or complex management information systems (MIS) needs
  • Takes a lead role in the development, implementation, and maintenance of the assigned projects and change requests
  • Maintains knowledge on developments, trends, and best practices in technology and business networks.

Professional Services Manager

TACME
06.2010 - 07.2012

Professional Services Team Leader

TACME
06.2009 - 06.2010
  • Responsible for successful delivery of client projects
  • Awarded most punctual employee, delivering on time, every time 2010
  • Awarded Outstanding Performance 2012
  • Develop and maintain deep customer contacts as assigned
  • Proposal Writing in response to Request for Proposals for different projects
  • Organize and Conduct Ultimus version 7 and version 8 trainings
  • Managing Business Process Management Projects Hire, develop and manage 10-15 consultants and ensure projects are completed on time, within budget and with the highest consistent quality
  • Serve as escalation point for your team’s clients to ensure high quality deliverables, solutions and client management on projects
  • Managing and Familiarizing the team with the customer needs, requirements specifications, design targets, the development process, design standards, techniques and tools to complete the project on time, budget and scope with desired quality
  • Assure that the team addresses all relevant issues within the specifications and various standards and ensure deliverables are prepared to satisfy the project requirements and schedule
  • Create and Maintain the project plan and providing status reporting of team activities against the agreed plan

Senior Professional Services Engineer

09.2008 - 05.2009

Professional Services Engineer

Ultimus
05.2005 - 06.2007
  • Providing Business Process analysis and consultancy and support for issues (Environmental, Development and Configuration) to clients
  • Requirements Gathering and creating Business Requirement and the functional requirements specification documents
  • Creating Demos, POC’s and Pre-sales business processes for Ultimus clients
  • Planning, Design and Development of Ultimus based solutions in Ultimus version 8 and 7.1 for customers around the Globe
  • Ultimus 7 and 8 installation, configuration, customization
  • Designing & Building custom web based Workflows for Ultimus version 7.1 and 8 using Enterprise Integration Kit
  • Deliver technical training for Ultimus 7.1 and Version 8
  • Migrating Ultimus Internal Processes from Version 7 to Version 8
  • Develop Interfaces to Integrate Visio, Share Point and Crystal Reports with Ultimus.

Education

Bachelors - Computer Software Engineering

2004

Intermediate - Engineering

2000

Matriculation - Science

1998

License BULNTDE7ER The Power of Macroeconomics: Economic Principles in the Real World – -

University of California
2014

– License FKKTPPTKZJ An Introduction to Financial Accounting - Wharton -

University of Pennsylvania
2013

License AKZHBZ2QYQ Ultimus Certified BPM Professional - Ultimus Ultimus Certified Trainer - Ultimus -

Skills

  • Cross-Functional Team Leadership
  • Organizational Improvements
  • Business Analysis
  • Cross-Functional Communication

Additional Information

  • Visa Status : UAE Residence Projects: Details can be provided upon request.

Certification

  • PMP - Project Management Professional
  • CBAP - Certified Business Analysis Professional

Timeline

Sr. Manager

Al Masraf Bank
09.2020 - Current

Sr. Business Analyst

National Bank of Abu Dhabi
03.2013 - 05.2016

Sr. Technical Analyst

National Bank of Abu Dhabi
07.2012 - 02.2013

Professional Services Manager

TACME
06.2010 - 07.2012

Professional Services Team Leader

TACME
06.2009 - 06.2010

Senior Professional Services Engineer

09.2008 - 05.2009

Professional Services Engineer

Ultimus
05.2005 - 06.2007

Manager

Al Masraf Bank
09.2001 - 05.2016

Bachelors - Computer Software Engineering

Intermediate - Engineering

Matriculation - Science

License BULNTDE7ER The Power of Macroeconomics: Economic Principles in the Real World – -

University of California

– License FKKTPPTKZJ An Introduction to Financial Accounting - Wharton -

University of Pennsylvania

License AKZHBZ2QYQ Ultimus Certified BPM Professional - Ultimus Ultimus Certified Trainer - Ultimus -

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