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Alaeddin Hallak - Lean Business Analyst CV

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WORK EXPERIENCE
SERVICE IMPROVEMENT MANAGER, CUSTOMER EXPERIENCE
Al-Rajhi Bank

ALAEDDIN HALLAK

BUSINESS ANALYST, CONSULTANT

ABOUT ME
Multidisciplinary and ambitious.
Creative and pragmatic. For over
12 years, I have strived to be an
agent of positive change in sectors
like IT, finance and government,
always focused on delivering tangible business value and cutting
waste. A lifelong learner, I’m fascinated by details and motivated by
grand missions. Empathy is at the
core of everything I do.

SERVICES
Available part-time or contract for:
✔︎ Requirements engineering
✔︎ BPM
✔︎ Improving BA capability
✔︎ Reviewing deliverables
✔︎ Agile product management
✔︎ Training or mentoring BAs

SPECIALITIES
Business Analysis
Process Improvement
Lean/agile Product
Development
User-centered Design
Customer Experience
Enterprise Architecture

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Dec 2015 – Nov 2016

At a time when customer satisfaction was low, I joined the team
that ultimately contributed to increasing the NPS scores by 8%,
the biggest increase in one year. To start with, I identified 30+ of
top issues and improvement opportunities across different dimensions, based on sources like benchmarking studies, service
indicators, and complaints data. I led workshops with business
units to determine root causes and action plans for appropriate
solutions. I then consolidated all plans in centralized repository
for tracking and reporting purposes. Finally, I contributed to an
executive bi-monthly customer experience council to surface
pain points, get support on and present status of remedial actions.

SENIOR BUSINESS ANALYST
Bank Al-Jazira

Jun 2014 – Oct 2015

Transforming customer onboarding processes for individuals
and entities was my biggest achievement, which contributed to
a significant increase in net customer acquisition & better AML
compliance. To understand current challenges, I began by surveying the as-is, including people, processes, and tools. I
outlined the gaps that needed to be bridged in collaboration with
stakeholders and end users, & analyzed all applicable AML regulations that needed to be enforced. I created and managed the
requirements for a phased program to enhance all aspects of
customer onboarding, including frontline systems, branch and
backend processes. Throughout, I ensured ongoing considerations were given to change management activities.

BUSINESS ANALYSIS MANAGER
Hewlett-Packard (HP)

Jan 2011 – Apr 2014

In leading the BA team at SADAD (Saudi’s national payment system serving +90% of nation’s payments), I’m proud to have
transformed the BA capability into a mature organization
aligned with industry best practices and certified at CMMI Level
3 and ISO 9001:2008. With this strong foundation, we led the
transformation of SADAD’s business architecture as part of a
multi-year program to revamp SADAD’s enterprise architecture
to support planned growth initiatives. This entailed creating
SOA-based service catalog of ~20 services, re-engineering ~30
processes and managing a catalog of 200+ requirements (functional, non-functional) with full bi-directional traceability using
HP Quality Center. I have also led a cross-functional Six Sigma
initiative to identify internal opportunities for operational improvement, and led a parallel initiative to identify and manage
KPIs for all departments.

TESTIMONIAL
“Ala is certainly a professional BA
with great communication skills.
I’ve had the pleasure of working
with him on improving 3 of our
critical processes. I really admire
his exquisite attention to details.
He is a good listener and can pick
up on small hints and observations to draw a larger picture of
how the system will look and behave. He has great design skills,
as evident in the prototypes he
demonstrates. He is also a fast
learner and was able to learn
about our business domain in a
very short time.”
Saleh Bin Ateeq
Airworthiness Inspector
General Authority of Civil Aviation
Saudi Arabia

AWARDS
Appreciation of
Outstanding Efforts, HP
Performance & Lasting
Contribution,
Bank Al-Jazira

EDUCATION
Bachelor’s, Computer Science
Jordan University of Science and
Technology, 2000 – 2004

WORK EXPERIENCE (CONT’D)
BPM SPECIALIST
Ever Team

Jan 2008 – Dec 2010

I led all BPM engagements for an international ECM provider,
which spanned 10+ processes of various complexities for 3
large government entities. In doing so, I played an instrumental
role in creating and managing the scope, objectives, plans and
deliverables including training. I also managed stakeholders’
interactions, proactively highlighting potential risks and mitigation plans, which collectively resulted in timely delivery and
sign-off of projects deliverables.

SOLUTIONS ANALYST
Basamh Group

Feb 2006 – Dec 2007

As part of a strategy to increase employees’ efficiency, I led the
conceptualization and design of mobile field merchandising
app with backend admin functionalities. Through user-centered design, I interviewed and contextually observed end
users in order to elicit requirements that supported/enhanced
their actual workflow, during which I produced number of prototypes and tested them from usability perspective. I’ve also
produced UML-based analysis artifacts with sufficient details
to support offshore development team.

WEB DEVELOPER & SOLUTIONS ANALYST
Zaki Farsi Group

Oct 2004 – Feb 2006

QUALIFCATIONS
CERTIFIED BUSINESS ANALYSIS PROFESSIONAL™ (CBAP)
International Institute of Business Analysis (IIBA)

CERTIFIED BUSINESS PROCESS PROFESSIONAL™ (CBPP)
Association of BPM Professionals (ABPMP)

CONTACT ME
Riyadh, Saudi Arabia
LeanBA.me
[email protected]
(+966) 56 997 8976

2015

CERTIFIED SIX SIGMA GREEN BELT (CSSGB)
American Society for Quality (ASQ)

2013

TOGAF™ 9 CERTIFIED
The Open Group

2013

ITIL FOUNDATION CERTIFICATE
APM Group

2011

CERTIFIED USABILITY ANALYST (CUA)
Human Factors International (HFI)

COMPETENT COMMUNICATOR
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2012

Toastmasters International

2010

2007

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