Lead Business Analyst Resume
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New, Jersey
SUMMARY
- An innovative, creative, highly motivated and proactive Professional with (12+) years of work experience in Business Analysis, Client experience management, and Core Operations. Adeptly cultivate relationships with clients to ensure exceptional delivery of services and required business documents in line with KYC & AML policies.
- Investigate business situations by identifying and evaluating options for improving business systems. Develop, implement, and facilitate workshops to internal and external stakeholders on requirement gathering sessions and creating business requirement documentation in meeting the needs of the business.
- Streamlined operations to reduce processing time for inquiries and center transactions. Excellent strategic planning, problem - solving, reporting, and presentation skills.
PROFESSIONAL EXPERIENCE
Lead Business Analyst
Confidential, New Jersey.
Responsibilities:
- Worked with internal stakeholders and external customers through the development, testing, UAT phase.
- Produced Artifacts such as Business Requirement document.
- Prepared and analyzed the Current state and Future state and performed Gap Analysis.
- Created Process Maps and workflows and Managed Stakeholders using the RACI Matrix tool.
- Participated in daily Sprint planning sessions.
- Used JIRA to track team progress, user stories, and tasks.
- Created Test Cases and Conducted User Acceptance Testing (UAT) based on Business Requirements and Specification.
Lead Business Analyst
Confidential
Responsibilities:
- Workshop facilitation with internal and external stakeholders for gathering User requirements and worked directly with the product owners to understand the product vision/road map. Prepared and analyzed AS IS and TO BE in the existing architecture and performed Gap Analysis. Created Workflow scenarios and developed process maps.
- Used JIRA to track team progress, delivery performance, meeting notes, user stories, and tasks. Developed timelines for project delivery, and managed projects and resources to achieve successful completion.
- Participated in daily Agile Scrum, Sprint Planning and Retrospective Sessions and update the team on status of upcoming User Stories.
- Conducted User Acceptance Testing (UAT) and collaborated with the QA team to develop the Test Plans, Test Scenarios, Test Cases and Test Data to be used in testing based on business requirements & technical specifications.
- Assisted to develop the Test Plan, Test Cases and Test Scenarios to be used in testing based on Business Requirements, Technical Specifications and/or Product Knowledge.
Head - Customer service and Client Experience Management
Confidential
Responsibilities:
- Managed customer relationships and ensured timely and satisfactory resolution of all customer complaints and issues for Confidential Group.
- Designed and managed the Contact Centre with the objective of providing a world class customer experience.
- Spotted gaps in client portfolios and proposed product solutions to improve and retain existing business relationships and provided bank-oriented customer feedback which are incorporated into the forming and execution of the division’s strategy.
- Supervised, planned, controlled and coordinated activities to achieve optimal performance and service excellence. Lead exceptional customer experience for Coronation Group clients.
- Developed Standard Operating Procedures (SOP’s) and Service level agreements (SLA’s) for the Customer Service department.
Head Branch Operations /Business Process Optimization Private Banking
Confidential
Responsibilities:
- Reviewed and authorized all the branch transactions, ensured minimum turn-around time in processes, maintained operational effectiveness and service excellence, ensured better inter-personal relations with customers, addressed and resolved issues leading to zero errors and service excellence awards.
- Managed Cash and Vault with a view to maintaining insurance limit and ensured 100% consistency. Updated, monitored and maintained proper accounting records and documentation of the branch transactions to prevent fraud, irregularities and safeguard assets of the Bank.
- Supervised Funds Transfer, Cash and Teller, Customer Service units, Security Administration & Services. Coordinated branch activities to achieve optimal performance and service excellence regularly.
- Managed Client Relationships and offered Investment advice. Marketed the Bank's products and provided awareness resulting in sales achievement of over 200%.