CHIAMAKA CAROLINE NWANGWU
Chatham,United Kingdom
Summary
Detail-oriented IT Business Analyst with a strong background in compliance, governance, and financial services operations. Experienced in analysing business processes, identifying gaps, gathering requirements, and supporting system and control improvements within regulated environments.
LLM-qualified in Financial Regulation & Compliance with expertise in translating regulatory and operational requirements into structured documentation, process enhancements, and stakeholder-aligned solutions. Adept at working cross-functionally with business users, risk teams, and technical stakeholders to deliver scalable, compliant, and efficient solutions.
Overview
10
10
years of professional experience
2030
2030
years of post-secondary education
1
1
Certification
Work history
Business analyst(Agile Delivery)
Tritek
Chatham, Kent
2024.06 - Current
- Led end-to-end business analysis activities for the design and development of a customer-facing fitness website, aligning product strategy with business goals.
- Directed requirements elicitation workshops with senior stakeholders, product owners, marketing teams, and fitness trainers to define scope and success criteria.
- Owned the product backlog in Jira, prioritising user stories based on business value, risk, and technical feasibility.
- Produced comprehensive BRDs, user stories, acceptance criteria, process maps (As-Is / To-Be), and use case documentation.
- Defined core platform capabilities including:
Membership subscription models
Online class booking & scheduling
Secure user authentication
Payment gateway integration
Trainer profile management
Video content access & digital workout plans
Admin reporting dashboards - Led backlog grooming sessions and collaborated closely with developers to clarify requirements and manage scope changes.
- Established UAT strategy, designed test scenarios, coordinated business testers, and managed defect lifecycle tracking in Jira.
- Conducted gap and impact analysis to transition from manual booking processes to a fully digital self-service model.
- Ensured GDPR-compliant handling of customer data and secure integration of third-party payment systems.
- Provided stakeholder updates, managed change requests, and supported go-live and post-implementation optimisation.
- Contributed to improved operational efficiency, enhanced customer experience, and increased digital engagement.
Complaint Manager
Mek Dry Lining, UK
, UK
2023.01 - 2024.01
- - Lead end-to-end complaint investigations aligned with fair customer outcomes and best practice.
- - Maintain complaint logs and MI reporting to identify systemic issues and risk themes.
- - Achieved a 30% reduction in complaint handling time through strengthened controls.
- - Implemented corrective actions to prevent recurrence of issues.
- - Coordinated with stakeholders for transparent resolutions.
Compliance Officer
Citizens Advice, UK
2023.07 - 2023.12
- - Conducted QA reviews ensuring compliance with AQS, LAA, and regulatory expectations.
- - Resolved 95% of complaints within SLA.
- - Interpreted regulatory guidance to deliver accurate, risk-based advice.
- - Delivered compliance and complaint-handling training.
- - Produced trend analysis and recommended corrective action.
Compliance / File Reviewer
FCMB Bank, Nigeria
2021.03 - 2023.01
- - Performed detailed compliance reviews of mortgage sales files.
- - Conducted customer outcome validation calls.
- - Identified documentation gaps and escalated regulatory risks.
- - Supported branches with compliance guidance.
- - Analysed review data to identify emerging themes.
Compliance & Governance Coordinator
Lawbond Solicitors, Nigeria
2019.02 - 2021.03
- - Supported policy development and governance enhancements.
- - Reduced compliance errors by 25% through improved case management.
- - Ensured adherence to regulatory requirements and funding rules.
- - Maintained 100% accuracy across case portfolios.
- - Supported internal QA and compliance reviews.
Customer Service Officer
Temka Ltd, Nigeria
2016.01 - 2019.01
- - Managed customer complaints and escalations.
- - Produced complaint trend reports for management.
- - Achieved 90%+ customer satisfaction.
Education
BL (Hons), Barrister-at-Law -
Nigerian Law School
Lagos 2014.01 - 2015.01
LLB (Hons), Bachelor of Law - undefined
University of Nigeria
Enugu 2008.01 - 2013.01
LLM - Financial Regulation & Compliance
BPP University
LondonSkills
- Requirements Gathering & Elicitation
- Business Process Mapping (As-Is / To-Be)
- Gap Analysis & Root Cause Analysis
- Functional & Non-Functional Requirements
- Stakeholder Engagement & Workshops
- Regulatory & Compliance Systems Analysis
- User Acceptance Testing (UAT) Support
- Data Analysis & Reporting
- Risk Assessment & Control Design
- Change Management Support
- Documentation (BRD, FRD, Process Flows)
- Cross-Border & Multinational Environments
- Microsoft excel expertise
- BPMN tool use
- Microsoft Visio
Certification
- ICA Specialist Certificate – Financial Crime Risk in Global Banking & Markets
- Member, International Compliance Association (ICA)
- Associate, Chartered Institute of Arbitrators (Nigeria)
- Fundamentals of Business Law (Alison)
- Project Management/Business Analysis Training(Tritek)
- Criminal Investigations – Processes, Practices & Principles
Accomplishments
- Redesigned complaint management workflow reducing handling time by 30%.
- Introduced structured root cause tracking improving management insight and reporting accuracy.
- Identified recurring documentation errors across mortgage applications.
- Proposed standardised checklist controls and advisor guidance reducing error rates by 25%.
References
References available upon request.
KEY ACHIEVEMENTS
- - Maintained 90%+ satisfaction ratings across compliance and complaint roles.
- - Reduced complaint resolution times by 30% through enhanced controls.
- - Reduced file review errors by 25% through compliance improvements.
- - Resolved 90% of escalated disputes with favourable outcomes.
- - Recognised for investigative rigour, accountability, and diligence.
Timeline
Business analyst(Agile Delivery)
Tritek
2024.06 - Current
Compliance Officer
Citizens Advice, UK
2023.07 - 2023.12
Complaint Manager
Mek Dry Lining, UK
2023.01 - 2024.01
Compliance / File Reviewer
FCMB Bank, Nigeria
2021.03 - 2023.01
Compliance & Governance Coordinator
Lawbond Solicitors, Nigeria
2019.02 - 2021.03
Customer Service Officer
Temka Ltd, Nigeria
2016.01 - 2019.01
BL (Hons), Barrister-at-Law -
Nigerian Law School
2014.01 - 2015.01
LLB (Hons), Bachelor of Law - undefined
University of Nigeria
2008.01 - 2013.01
LLM - Financial Regulation & Compliance
BPP University