 Led the end-to-end process of creating and publishing project documentation—including Functional Specifications, Flowcharts, and Technical Build Guides—to ensure internal teams and clients had access to accurate information.
 Led the revision and updating of the Message Implementation Guide (MIG) to reflect current project requirements and standards.
 Used SQL queries via DBeaver to perform basic database analysis, ensuring data accuracy and system functionality for the Instant Payment System (IPS)
 Worked on the product roadmap to prioritise new features, ensuring the software met both company goals and market needs.
 Created well-structured user stories and acceptance criteria, capturing the 'who,' 'what,' and 'why' of the user’s interaction with the system.
 Mapped and analysed business processes to identify bottlenecks and areas for improvement, helping to make workflows more efficient.
 Designed and implemented streamlined processes to improve efficiency, reduce costs, and provide a better experience for customers.
 Collaborated with operations teams to ensure smooth day-to-day operations, to resolve daily issues and improve workflows, ensuring payment systems and internal processes ran smoothly.
 Built and led high-performing teams of Business Analysts, focusing on effective collaboration and knowledge sharing to meet project goals.
 Built strong relationships with key stakeholders, including product managers, engineers, compliance officers, and executives, to ensure project alignment and success.
 Collaborated with security teams to define and implement a robust Fraud Prevention System, ensuring AML (Anti-Money Laundering) compliance.
 Created and managed dashboards in Jira to support team tracking and progress on the Fraud Prevention System.
 Collaborated with UX designers to improve the user experience of payment platforms, making them more intuitive and user-friendly.

 Contributed to the solution design for the Proxy Directory Service (PDS), which uses tokenisation/data masking for secure mobile payments, focusing on the analysis of multi-directory requirements.
 Maintained and reviewed Functional Specification documents to ensure they accurately reflected system requirements
 Organised and led Show and Tell/Sprint Demo sessions to demonstrate progress to stakeholders and gather early feedback on the MPS project.
 Managed daily Jira ticket tracking and reporting to monitor project progress and identify blockers.
 Translated communicated customer needs into specific, actionable project objectives.
 Provided support to customers throughout the industry test phase to ensure successful system integration.
 Acted as a liaison between customers and the UAT (User Acceptance Testing) team to ensure a positive experience for all parties.
 Maintained full requirements traceability and conducted regular reviews to ensure all business needs were successfully delivered.
 Supported the onboarding of new clients, ensuring a smooth transition into the Mastercard payment ecosystem.
 Assisted with the implementation of internal and external Change Requests (CR) throughout the project lifecycle.
 Contributed to Go/No-Go decision point meetings with internal Mastercard and client stakeholders, assessing the readiness of the new Mastercard payment system for deployment and its capability to replace existing infrastructure.
 Tracked and supported operational activities during the go-live warranty period to ensure sustained performance.

 Supported the pre-sales team by preparing and delivering technical presentations, proposals, and sales materials, and contributed to the RFI/RFP process by drafting comprehensive responses for potential customers.
 Facilitated Client Elaboration workshops with customers and wider teams to perform the elicitation and analysis of business change, and both functional (FR) and non-functional requirements (NFRs).
 Developed Epics and wrote user stories in Jira to ensure project requirements were tracked from start to finish.
 Collaborated across the business with a cross-functional team of Business Analysts, SMEs, PMs, POs, Engineers, and Testers to deliver solutions for customers.
 Supported the testing phases of project delivery by assisting with daily IT defect calls and managing client change requests.
 Assisted with the prioritisation of requirements by working closely with Subject Matter Experts (SMEs) and other Business Analysts.

Provided strategic support to a Senior Vice President and key management, contributing to operational efficiency and project execution within a global payment technology environment.

 Managed operational support for a Senior Vice President and key management, contributing to project execution and efficiency within a global payment technology environment.
 Facilitated critical communication and strategic collaboration by liaising with national and international stakeholders.
 Coordinated internal and external events and streamlined executive operations through extensive diary and inbox management.
 Supported human resources processes and managed complex travel logistics and expenses, optimising talent acquisition and resource utilisation.

Supported global client feedback initiatives for Foreign Exchange and Local Markets (FXLM), leveraging Confirmit survey software to drive critical business insights and inform product enhancements.

 Analysed client surveys to gather feedback that helped inform business strategy and product enhancements for global FXLM operations.
 Managed end-to-end survey execution, including strategic liaison with sales teams across 86 countries to ensure data integrity and maximise response rates.
 Maintained client feedback databases to ensure information was organised and accessible for ongoing analysis and reporting.
 Produced daily reports and final analyses of client responses, turning raw data into clear insights for leadership and product teams.
 Improved survey communication to encourage client participation and increase the quality of data received.

Managed executive support and operational logistics for executive leadership and trading desks within Foreign Exchange & Local Markets (FXLM), ensuring efficient global business operations.

 Provided administrative support for executive leadership, including complex diary management, global travel/visa arrangements, and proactive handling of urgent requests.
 Coordinated communication and meeting schedules across multiple international time zones to support team collaboration and decision-making.
 Provided comprehensive operational support for up to 220 desks, including expense reconciliation, presentation preparation, and resource management.