Apr 2021 – Dec 2021 · 8 mos

• Lead transformation initiatives for retail internet banking application
• Engaged with key stakeholders to determine the product vision and requirements
• Worked on integrating with account aggregator platform and pull funds for customers with different banking entities thereby improving web traffic, better financial management and promoting cross selling activities
• Built and drove RSA adaptive authentication solution for enabling secured transactions based on customer behaviour and transaction patterns leading to reduction in payments frauds
• Assisted in integration of BillDesk Hexagon platform with the internet banking application for enabling real time bill payments
• Responsible for coordination with payment gateway merchants and to enable seamless ecommerce transactions for customers

Apr 2019 – Mar 2021 · 1 yr 11 mos

• Worked as a part of Core team for migrating banks legacy CRM (Customer Relationship Management) solution to CRMNEXT accessible on web and mobile
• Led to a reduction in TAT across service requests (~90% of volume) from 2-3 days earlier to near real time with the help of STP based fulfilment
• Responsible for design and implementation for retrieving real time information through 150+ API integrations with key systems such as core banking, debit and credit card system, campaign management, digital banking channels leading to minimum touch on other systems to execute relevant from one applicaton
• Reduction of operations staff with the introduction of OTP/Adhaar based verification replacing the physical document review for multiple requests
• Responsible for requirement gathering, requirement analysis, customer journeys design, UX/UI prototypes, UAT, process documentation and SOP rollout
• Worked on development of data migration approach and preparation of phased plan for decommissioning the legacy system
• Assisted in change management process through training of the trainers approach

Mar 2018 – Mar 2019 · 1 yr

• Assisted in transformation initiatives for legacy CRM solution - Talisma
• Responsible for streamlining QRC categories from 3000 to 800 and defining a SOP to reduce time taken for request capture by 80% and reduced the first-time not right(FTNR) requests
• Designed and implemented process for Door Step banking
• Defined welcome calling on boarding process resulting in 40% increase in cross selling and fostering long term relationship with the clients

Apr 2016 – Mar 2018 · 1 yr 11 mos · Mumbai Area, India

• Assisted in key application improvements and requirements fulfilment for claims management business to increase claims service satisfaction across 100+ countries
• Worked on requirement elicitation to translate product requirements into application functional designs on Duckcreek claims application
• Responsible for release planning, work prioritization and creation of SLA/KPI reports presented to top management
• SPOC for impact analysis discussions and defect triaging during system testing
• Lead the offshore business analyst team on task assignments, quality analysis and mentoring them to meet deadlines

Dec 2013 – Jul 2014 · 7 mos · Mumbai

• Developed the modules to enhance the functionality of a point of sales(POS) application for a UK Retail Organization