Jun 2022 – Nov 2024 · 2 yrs 5 mos · Karnataka, India

• ▪ Spearheaded the execution of cross-regional payment and compliance projects, working with stakeholders in the US, EMEA, and APAC regions. Ensured projects were delivered on time, within scope, and aligned with strategic objectives.
• ▪ Developed comprehensive risk mitigation strategies to minimize operational disruptions and escalations, reducing operational risks by 14%. Proactively identified risks and proposed solutions, ensuring compliance with internal controls and regulatory requirements.
• ▪ Collaborated with key internal stakeholders and third-party payment vendors, such as PayPal and Adyen, to optimize workflows and enhance customer experience. Communicated project status and progress to senior management, ensuring transparency.
• ▪ Led detailed project planning, including defining project scopes, timelines, deliverables, and resource allocation. Leveraged Agile, Scrum, and Lean Six Sigma methodologies to drive project success and continuously improve processes.
• ▪ Optimized payment processing through data-driven insights, improving overall payment performance by 25%. Reduced operational escalations by 24% by implementing automated workflows and conducting regular process reviews.
• ▪ Managed the successful implementation of RoboCorp RPA tool to streamline and automate SAR dossier entry in NCA portal, resulting in 90% reduction(from 45mins to 5mins) in AHT. Also, Implemented in-house representment processes, increasing chargeback/dispute win rates to 88% resulting in $400k OPEX savings annually.
• Key Accomplishments
• ▪ Reduced operational escalations by 24% through Value Stream Mapping exercises, optimizing workflows and close collaboration with cross-functional teams.
• ▪ Reduced OPEX by $400k annually by refining Risk ML model and deprecating trigger rules, achieving a 14% reduction in No-risk Chargeback cases and an 8.5% reduction in overall Payment Risk Operations volume.

Apr 2018 – Jun 2022 · 4 yrs 2 mos · Bengaluru Area, India · On-site

• ▪ Identified and analyzed business processes and systems for design implications across Business, IT, and Operations as a Business Analyst for HSBC US.
• ▪ Provided detailed guidance on process design, considering risk, end-to-end impact, and cost, while supporting process re-engineering.
• ▪ Conducted impact assessments for change requests, providing accurate estimates for new requirements and design changes.
• ▪ Developed control structures and performance scorecards (KPIs) to ensure project milestones, budgets, and employee engagement goals are met.
• ▪ Collaborated with markets and regions to understand regulatory, customer, and competitive landscapes.
• ▪ Led a project to reduce incoming calls for credit product payments via IVR, resulting in monthly savings of $175k and increased Net Promoter Score (NPS).
• Key Accomplishments
• ▪ Delivered a large-scale payment migration to IVR project across US region, ensuring minimal disruption to customer service. Resulting in a yearly OPEX saving of $175K.
• ▪ Identified and mitigated key operational risks, reducing downtime in payment processing systems by reducing call transfer volume and increasing First Contact Resolution rate by 10%.

Feb 2017 – Mar 2018 · 1 yr 1 mo · Bengaluru Area, India

• Ticket Data Analytics team member, a subset of Delivery Excellence team for HPE
• Provided Ticket Data Analytics support for 10+ global accounts/clients (APJ, EMEA &AMS regions)
• Responsible for interpreting various customers’ IT ticket data and translating them to business insights by analysis using statistical techniques.
• Played a key role in an international project across various accounts to improve service metrics by analyzing and presenting 42% scope for opportunity for a client
• Identified, analysed and presented Automation and Process Improvement opportunities to 6 pursuit and prospective clients
• Collaborated with Global Automation team to identify areas of automation and diligently provided recommendations to the clients to increase efficiency
• Brainstorming and coordinating with Global Design team to optimize the data collection and standardize logical rules to reduce manual efforts for analysis
• Identified and leveraged text mining and reporting tools to support data cleansing and validation
• Analysed large data sets by drawing valid inferences to interpret patterns in trends and find correlations
• Created concise data reports with clear visualizations, statistics and presented them to the managing leadership and Clients
• Identified Shift Left opportunities for various accounts to reduce the onsite dispatch cost and increase service desk profits
• Scheduled monthly interactions with the client and concerned stakeholders to review the data report and discuss the areas of service improvement by streamlining business processes
• Improved the scope of service delivery working in tandem with Knowledge Management and Quality Assurance team by using ITSM and LSS methodology
• Created dashboards to view the yearly trends in data points for the leadership and clients
• Periodic training to New Joiners and provided timely feedback to SMEs for process improvement
• Developed, updated and maintained Operational Level Agreements, Process Documents and Hand off Documents.

Sep 2013 – Feb 2017 · 3 yrs 5 mos · Bengaluru Area, India

• Remote Technical Specialist (Level 2).
• Working as a Level 2 technical support engineer (RDM) with Hewlett Packard Enterprises.
• 2 years of experience as a technical support professional wherein performing troubleshooting on the Microsoft Office related issues and SAP related issues.
• Acting as the single point of contact for user access management using support tools like LUUM and IBM trivolli.
• Good Communicator with Exceptional Analytical, Learning, Relationship Management and Coordination Skills.
• Adaptable to changing technologies, self-motivated and ability to resolve issues within tight deadlines.

Dec 2011 – Dec 2011 · 0 mo · Balasore Area, India

• Went for a Industrial field trip to DRDO, Chandipur and learnt by seeing the different softwares used by the research wing of the Indian military for the production, launch and testing of different types of missiles and also the defense system for protection from any such attacks by any other hostile country.
• It surely was a very enlighting experience for me to see the technology, hardwork and dedication shown by these researchers for strenthning the defence of our nation. The best thing about the whole experience was the revelation that all the software used in the missile system are developed and tested by the same people working for the DRDO and no foreign help is taken.

Jun 2011 – Jul 2011 · 1 mo · Jamshedpur Area, India

• Underwent a month’s training in “Indo Danish Tools Room, Jamshedpur”. The training was mainly focused on Automation of Machines and Instruments using PLC and SCADA software.
• These software are majorly used by big manufacturing companies for automating the machinery used in the plants and thereby decreasing the requirement of manual labour in such plants and increasing the efficiency and productivity of the factories. We were given a practical knowledge of the usage of PLC in automation by writing programs using software like SCADA.