Christopher Alcantara
Marsden Park,Australia
Summary
Experienced Business Analyst with over 14 years in banking and non-bank lending, focusing on home loan origination and servicing, broker integrations, and core banking transformations. Expertise in the mortgage lifecycle, including credit assessment and post-settlement servicing. Delivered regulatory and digital transformations, excelling in requirements elicitation, Agile methodologies, and end-to-end testing.
Overview
16
16
years of professional experience
Work History
Business Analyst
Bluestone Home Loans
07.2024 - 06.2025
- A Business Analyst for the Product Team, responsible for the delivery of key transformation and BAU initiatives within the organisation.
- Work alongside the Head of Transformation, to deliver the key road map initiatives – implement a new Loan Origination System (Credisense), new products (Construction Loans and Commercial Loans) and enhancements of existing product suites (SMSF and serviceability calculators).
- Interview, gather and document business requirements from several key stakeholders.
- Run workshops and training sessions with the internal stakeholders, third party developers and QA Analysts.
- Identify Production issues and incidents. Liaise with the Third-Party vendors to resolve the issue, in a timely manner.
- Delivered enhancements across the loan lifecycle including application, credit assessment, settlement and post-settlement servicing.
- Supported implementation of non-bank lending products including Commercial and Construction loans with tailored servicing workflows.
- Collaborated with Credit, Settlements and Servicing teams to ensure system alignment with funding and securitisation requirements.
- Ensured compliance with responsible lending obligations specific to non-bank regulatory frameworks.
- Lead the implementation of the new Loan Origination System (Credisense).
- Successfully implemented Credisense LOS aligned to non-bank funding and servicing models.
- Improved broker submission and servicing turnaround times through workflow optimisation.
Digital Lead
Qudos Bank
07.2023 - 07.2024
- The Digital Lead plays a vital role for the ongoing digital transformation journey. My key focus is to drive digital initiatives across Mobile app, Internet Banking, Core Banking and Onboarding platforms with Qudos Bank.
- Lead the Digital CX enhancement project, where we implemented around twenty changes that focused on resolving key pain points of our members within the Mobile app, Internet Banking and Onboarding of new members.
- Managed vendor releases and coordinated testing of new Core Banking and Digital builds to ensure quality and functionality.
- Lead the NPPA International Project, where we were required to implement an automation when receiving an international payment from an external payee institution.
- Lead the Brand Refresh project, where we assisted with the Marketing Team in updating Qudos’ logo, colour, texts and fonts within the Mobile app, Internet Banking and Onboarding platforms.
- Analyse and modernise business processes, identifying opportunities to improve efficiency and user experiences.
- Mentor and lead two Junior Business Analysts, providing support and guidance, ensuring they understand the key deliverables for Qudos Bank in a timely manner.
- Assist with the development and maintenance of project plans, ensuring timely delivery of digital initiatives.
- Manage vendor releases and assist with testing of new Core Banking and Digital builds.
- Liaise with external vendors, to ensure that the implementation and integration of new digital solutions are seamless.
- Worked on customer onboarding and digital customer experience journeys, aligning CRM workflows with banking systems and broker portals.
- Assisted with data flows, process automation, and improving customer lifecycle management across digital channels.
- Coordinated System Integration Testing (SIT) and User Acceptance Testing (UAT) across multiple programs.
- Led Digital CX enhancement project, implementing twenty changes to address key pain points for members in Mobile app, Internet Banking, and Onboarding processes.
- Lead the Brand Refresh project, where we assisted with the Marketing Team in updating Qudos’ logo, colour, text and fonts within the Mobile app, Internet Banking and Onboarding platforms.
- Supported production incident management and root-cause analysis with vendors and engineering teams.
- Implemented the use of Jira within the Digital BA team and promoted several Agile ceremonies (e.g. Stand Up, Backlog Refinement sessions and Retrospectives).
Business Analyst
Commonwealth Bank of Australia
06.2022 - 07.2023
- A Business Analyst for several card carousel and digital wallet initiatives within Netbank and the CommBank app. Our squad handles the backend streamers and ensures that downstream systems flow correctly, and data is mapped onto the databases.
- Run workshops and training sessions with the internal stakeholders, developers, and QA analysts.
- Interpret business requirements and break them into acceptable epics and user stories.
- Liaise with developers and solution architects, to identify the root cause of production issues and brainstorm the best possible solution for customers.
- Raise internal change requests and System Development Life Cycle enhancements, following up the end-to-end processes and ensuring that all related tasks have been completed, and the change has been approved.
- Conduct scrum meetings, backlog refinement, sprint review, and sprint planning.
Senior Technical Business Analyst
Yellow Brick Road (YBR)
04.2019 - 06.2022
- A vital member of the Yellow Brick Road (YBR) IT department, where the focus is on the customer experience journey. As a Business Analyst, it was my responsibility to interpret user stories received, translate them into business requirements and communicate potential changes to key stakeholders.
- Run project workshops and/or stand-up meetings with Senior Managers, Middle Managers, end-users, and external parties involved.
- Interpret technical spec documents and translate it into working business requirement.
- Communicate the required changes to vendors and external developers.
- Coordinate SIT/UAT testing. Before implementing change onto the production server, test all changes in the UAT environments, then organise end-user UAT testing.
- Led analysis and implementation of securitised loan funding structures (RESI Wholesale Funding) and ensured servicing processes aligned with funding trust requirements.
- Managed enhancements across post-settlement servicing including loan variations, pricing adjustments, discharge processes and broker trail management.
- Supported wholesale funding operational model including data integrity, reporting and compliance alignment.
- Supported integration between customer-facing platforms, loan origination systems and downstream banking systems, similar to Salesforce ecosystem integrations.
- Lead Business Analyst for the Securitisation program implementation (RESI Wholesale Funding/RWF) onto Yellow Brick Road.
- Lead Business Analyst for several ApplyOnline initiatives.
- Lead Business Analyst to decommission older servers and migrating existing databases onto a new Cloud based servers.
- Won the YBR Annual Commitment Award for 2021.
Business Analyst
Gateway Bank (formerly known as Gateway Credit Union)
12.2013 - 03.2018
- This is where my role as a Business Analyst is crucial to the business – where it was my responsibility to not only detect the issues, but also to coordinate the change with the internal and external stakeholders to find the root cause, implement, test, and deploy the change.
- Review any spec documents received from vendors (both general and technical), obtain initial approval and communicate to internal stakeholders applicable.
- Action Internal System Change Requests – LoanWorks (Home Loan Origination System) and Data Action (Core Banking System). Obtain sign offs before deployment.
- Interpret data and develop weekly and monthly ad-hoc reports to senior managers and COO.
- Find errors from third party channel providers – NextGen, LoanWorks, Mortgage Choice, Connective and Yellow Brick Road.
- Conduct scrum meetings, backlog refinement, sprint reviews, and sprint planning.
- Actioned servicing change requests across LoanWorks and Core Banking impacting loan redraw, repayment changes, hardship and discharge.
- Managed third-party integrations affecting settlement and post-settlement servicing including valuation ordering, solicitor instructions and credit automation.
- Delivered reporting for loan performance, arrears and operational servicing metrics.
- Third party integrations to and from the Home Loan Origination System (LoanWorks) – Submission onto the lender solicitor, ordering of security valuation checks and credit check automation.
- Gateway Bank name change – from Gateway Credit Union to Gateway Bank.
Junior Business Analyst
Commonwealth Bank of Australia
10.2009 - 08.2010
- Resolved internal and external issues for the Travellers’ Cash Card and Travel Money internal banking systems, reported on these issues, and proposed enhancements to support front line employees.
- It was my responsibility to identify and resolve internal and external issues within the Travellers’ Cash Card and Travel Money internal banking systems, report it, and suggest ways to improve the system to help front line employees in the future.
- Liaising with internal (branch staff, Foreign Exchange trade dealers, Call Centre consultants and other departments within the Bank) and external customers via phone and email.
- Liaising daily with stakeholders of both Travellers’ Cash Card and the new Travel Money system owners. Including providers such as MasterCard International (ATM and POS service providers), YCS (IT providers) and Delacon (Telephone providers).
- Handled enquiries and escalated system issues, providing customers with solutions to resolve problems effectively.
- Analysed and encapsulated complex MasterCard International data weekly and monthly, migrating findings to Microsoft Excel using pivot tables and graphs for clear reporting.
Education
Bachelor of Arts - Tourism
University of Western Sydney
SydneySecondary -
St. Pius X College
Chatswood, SydneySkills
- Business Analysis
- Requirements Engineering
- User Acceptance Testing
- UAT coordination
- Test case validation
- System Integration Analysis
- Agile methodology
- Scrum practices
- Backlog management
- Sprint planning
- Process Improvement
- Change Management
- Customer workflow optimization
- User Engagement Strategies
- Stakeholder relations
- Supplier Relationship Management
- Business Intelligence
- Data Visualization
- Data Manipulation
- Interactive Reporting
- CRM platforms
- Jira management
- Project Delivery Management
- Financial Technology Trends
- SIT
Other Accreditation
- Accredited WorkCover OHS Representative
- PRINCE2 Foundation, DDLS, Sydney
Timeline
Business Analyst
Bluestone Home Loans
07.2024 - 06.2025
Digital Lead
Qudos Bank
07.2023 - 07.2024
Business Analyst
Commonwealth Bank of Australia
06.2022 - 07.2023
Senior Technical Business Analyst
Yellow Brick Road (YBR)
04.2019 - 06.2022
Business Analyst
Gateway Bank (formerly known as Gateway Credit Union)
12.2013 - 03.2018
Junior Business Analyst
Commonwealth Bank of Australia
10.2009 - 08.2010
Bachelor of Arts - Tourism
University of Western Sydney
Secondary -
St. Pius X College