Summary
Overview
Work History
Education
Skills
Work Availability
Timeline

TERI HEGLAND-ROSE

Business Process Analyst
Chicago,IL
"Let excellence be your brand... When you are excellent, you become unforgettable. Doing the right thing, even when nobody knows you're doing the right thing will always bring the right thing to you."
Oprah Winfrey

Summary

Respected, reliable and committed investment service professional with over 15 years of experience in financial institution industry. Illinois Life; FINRA Series 7/66 licenses. Self-motivated; proven ability to set effective priorities and implement decisions to achieve immediate and long-term goals across overlapping deadlines. Excellent analytical skills with close attention to detail; ability to "peek around corners." Adapts easily to new concepts, responsibilities, technologies and process changes. Well-versed in liaising between IT professionals and business leaders to transform business goals into favorable user experiences.

Overview

15
15
years of professional experience

Work History

Business Process Analyst

JP Morgan Securities LLC
11.2018 - Current
  • Analyzed and assessed business processes and identified ways to boost improvement.
  • Collaborated closely with upper management to drive strategy through development and implementation of new processes.
  • Mapped processes to holistically examine business flow, document procedures and business processes to identify improvement opportunities.
  • JIRA and Agile proficient, breaking projects into initiatives, epics and user stories.
  • Oversaw entire Product deployments from vision and creation to rollout and delivery.
  • Liaised with Product owners and development teams to establish business requirements.
  • Owned and prioritized Product backlog.
  • Participated in Agile ceremonies, demos and Production proving activities.
  • Implemented UAT with focus on documenting defects, identifying bottlenecks and executing test cases.
  • Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective.
  • Product lead for firm's electronic signature initiative during COVID pandemic to ensure uninterrupted business for advisors and clients.

Business Analyst

JP Morgan Securities LLC
01.2013 - 11.2018
  • Specialized in Americans with Disabilities Act (ADA) compliance for Forms development; spearheaded efforts to bring Forms inventory closer to ADA accessibility compliance.
  • Lead for Digital Wealth Management (DWM) Forms inventory; designed DWM template.
  • Liaised for Forms team in determining business viability of electronic signature options.
  • Built outstanding rapport with Forms development and reviewing partners: Legal, Compliance, Product, Operations Administration, processing teams, technology groups, project managers and others to establish favorable business relationships and support mutually beneficial interests.
  • Problem solver; identified and implemented effective resolutions for version control issues and Forms flow gaps.
  • Consistently met or exceeded expectations to deliver professional, high quality Forms with thoughtful functionality.
  • Advocated “Let's do it right” vs "Let's do it right now.”
  • Conducted interviews with key business users to collect information on business processes and user requirements.
  • Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
  • Improved business direction by prioritizing client needs and implementing changes based on collected feedback.

Operations Senior Specialist (System Access Admin)

JPMorgan Chase
01.2012 - 01.2013
  • Researched and resolved System Access user issues.
  • Took on additional responsibilities to ease workload of colleagues by performing internal audits, quality assurance, user access reviews and statement testing.

Investment Services Representative II

JPMorgan Chase
01.2010 - 01.2012
  • System Access gatekeeper; ensured user roles compliance for secure systems.

Broker Service Center Associate (Call Center)

Chase Investment Services
01.2005 - 01.2007
  • Dedicated brokerage and retirement knowledge expert.
  • Recognized trainer for new hires.
  • Specialized Estate liaison between processing team and front office customer servicing teams.
  • Provided superb customer service to financial advisors, management team and clients.
  • Demonstrated competitive spirit and outstanding listening skills; frequently earned quarterly performance bonus rewards.
  • Developed multitasking, self-discipline, time-management and patience skills.
  • Consistently exceeded daily expectation of 75 calls a day.

Registered Client Service Associate

Morgan Stanley
01.2004 - 01.2005
  • Supported multiple teams of dedicated brokers.

Service Supervisor/Sales Assistant

Monroe Investment Services/Raymond James Financial Services
01.2001 - 01.2004
  • Supported dedicated brokers and sales team.
  • Generated accurate commission, sales totals and productivity reports for senior management team and Board of Directors.
  • Performed internal branch audits.
  • Maintained compliance database for staff licenses.

Customer Service

Monroe Bank
01.1997 - 01.2001
  • Operations support, team player.

Education

MBA - Candidate

Southern New Hampshire University, Hooksett, NH
2024

B.A. - Economics

Ada Comstock Scholar, Smith College, Northampton, MA
05.2010

Undergraduate studies - undefined

City Colleges of Chicago, Chicago, IL
2007

Undergraduate - undefined

College of DuPage, Glen Ellyn, IL
2005

Undergraduate - undefined

Wesleyan University, Middletown, CT
1995

Skills

  • Process Change Improvements
  • User Acceptance Testing (UAT)
  • Quality Assurance Testing (QA)
  • Production Trouble-shooting
  • Production Validations
  • Technical Team Interactions
  • Business Requirements and Definitions
  • Effective Communication
  • Business Needs Assessment
  • Business Processes and Procedures
  • Change Management Process

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Business Process Analyst - JP Morgan Securities LLC
11.2018 - Current
Business Analyst - JP Morgan Securities LLC
01.2013 - 11.2018
Operations Senior Specialist (System Access Admin) - JPMorgan Chase
01.2012 - 01.2013
Investment Services Representative II - JPMorgan Chase
01.2010 - 01.2012
Broker Service Center Associate (Call Center) - Chase Investment Services
01.2005 - 01.2007
Registered Client Service Associate - Morgan Stanley
01.2004 - 01.2005
Service Supervisor/Sales Assistant - Monroe Investment Services/Raymond James Financial Services
01.2001 - 01.2004
Customer Service - Monroe Bank
01.1997 - 01.2001
Southern New Hampshire University - MBA, Candidate
Ada Comstock Scholar, Smith College - B.A., Economics
City Colleges of Chicago - Undergraduate studies,
College of DuPage - Undergraduate,
Wesleyan University - Undergraduate,

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TERI HEGLAND-ROSEBusiness Process Analyst