SUMMARY

• Overall 10.5 years of progressive IT experience as a Business Analyst, Senior Business Analyst and Senior Business Consultant which involved driving discussions and coordinating with multiple technology and business partners. Also involved in liaising with other application teams (Finance, legal, compliance, operations, technologies, etc) to finalize requirements for projects.
• Domain experience in Banking and Finance, Credit Cards, Mobile Payments, Secured Lending, Mortgage, Capital Markets.
• Expertise in Credit Cards, specifically in card acquisitions, card authorization, credit bureau processing, TSYS, Mobile App development, Credit Card process flows, etc.
• Experienced in interviewing business stakeholders to gather and document the AS - IS business processes and then work with the business and technical teams to design and build the TO-BE process.
• Experienced in working on all phases of Software Development Life Cycle (SDLC) such as Requirement Gathering, Analysis, Functional & Technical documentation, Test cases reviewing, User Acceptance Testing and Client communication.
• Experienced in project planning, execution, monitoring and resource balancing skills with ability to support multiple projects.
• Hands on experience in Use Case Specifications, UML, Functional Studies, Quality Reviews, Business Process Modeling and Business Process flow diagrams and Work Flow Diagrams including state, activity, sequence, boundary class, component and deployment diagrams.
• Deliver materials produced to define the requirements/solution for the project e.g. Requirements document, change request, solution definition document, gap analysis document, flowcharts, etc.
• Excel at communicating with stakeholders to provide accurate reporting and information regarding the ongoing projects and the ability to escalate on time.
• Efficient in coordinating, negotiating and motivating onshore and off-shore resources in support of timeline and project deliverables.

TECHNICAL SKILLS

Project Management & Business Analysis: Project Management, Requirements Elicitation/Gathering, Data Modelling, Documentation, Agile, Scrum

Tools: & Languages: MS Project, MS Excel, MS PowerPoint, MS Word, MS Visio, Clarity, ServiceNow, JIRA, Confluence, SharePoint

Operating System: Windows, Mac

Soft Skills: Effective communication, Presentation & Business Etiquettes

PROFESSIONAL EXPERIENCE

Confidential

Senior Business Consultant

Responsibilities:

• Worked on an Agile project which plans to introduce a new mobile payment feature. Facilitated quarterly release planning sessions, daily stand-ups, Sprint planning, Backlog refinement, sprint reviews and retrospectives.
• As a member of the Product team, managed multiple highly complex work packages.
• Leveraged my payments and credit cards domain knowledge to help design key product pages keeping the end users in mind.
• Led the digital work package which involved significant updates to the Mobile App and the Confidential .com pages. Worked on creating prototypes for digital payment flows for Confidential mobile app and online banking, which were used by the UX team to create wireframes.
• Created prototypes for interest calculators and “Understand your Statement” tool. These tools were placed on .com pages to assist clients.
• Worked with third party marketing vendors to analyze the market response to the new feature being introduced. Conducted usability testing sessions in Digital labs to test the product prototypes with Confidential clients to further enhance the digital pages and the mobile app. Organized online surveys to finalize the product and feature name.
• Worked with third party partners like TSYS to understand the data which would be accessible. Coordinated with the technical teams to draft TSYS requirements.
• Managed the statements and Client Agreement work packages. The mobile payment feature being added to the credit cards resulted in several statement related changes and also updates to the card holder agreement. Since these involved legal and regulatory related changes a lot of coordination was required with the legal and compliance teams.
• Conducted usability testing sessions to test the updated statement design and in corporate client feedback.
• Collaborated with business partners, including senior management, to define business objectives, process, and requirements in various areas.
• Built current state and future state business process maps.
• Identified inconsistencies and gaps within a business process description and collaborated with stakeholders to clarify and simplify complex processes.
• Facilitated requirements gathering sessions, including leading discussions, managing group dynamics, and maintaining group focus, to work towards accomplishing the stated goal(s) of the session within the context of the project objectives.
• JIRA & Confluence were the main tools used by me and my team in Confidential . The project was being run in the Agile methodology and JIRA tool was being used to track and assign User Stories and issues to team members so that the Project Requirements could be prioritized and implemented correctly and on time. Confluence was being used to store and share the project notes and documents which all team members could refer to and update as required.
• Served as a liaison between the Product team and the IT organization in order to provide technical solutions to meet user needs.

Senior Business Analyst

Confidential

Responsibilities:

• Worked as the Senior Business Analyst with Confidential in their Secured Lending Division.
• This project was an application support project along with yearly upgrade of the Loan Management System.
• Confidential uses a third-party loan management system (LMS) which is upgraded from time to time by a third part vendor. This impacts several modules and reports used by Confidential business. These modules and reports also must be upgraded to be compatible with the upgraded LMS.
• The third-party vendor provides a test copy of the new version of LMS for Confidential . We use this test copy to design, build and test the modules and reports which can be later implemented once Confidential business decides to accept the upgraded version of LMS.
• My role was to plan, estimate and drive the design, build and test activities (Regression, SIT and UAT) of these multiple modules which are worked upon as multiple projects running in parallel.
• Maintain and update an independent project plan for each project.
• Prepare weekly status reports and present it to the technology and business leadership, apprising them about the latest status of the projects. The status report also informs the leaders about risks, issues if any and the upcoming activities planned for the following weeks.
• Ensure all phase wise documents are approved at the right time and are maintained on SharePoint.
• Ensure all vendor related incidents and issues are ticketed on ServiceNow to ensure traceability and timely completion.
• Setup Implementation requests as change management requests on ServiceNow and assign all the impacted teams for better tracking.
• Setup regular status calls with the technical and testing resources to ensure the project timelines are being met.
• Prepare the detailed implementation plan and a back out plan. Hold a walkthrough session with the third-party vendors, business partners, technical and testing resources and update the plans accordingly.
• Drive the implementation and report to the technical and business leadership once it is successful else go ahead with the back out process.
• Setup “lessons learnt” sessions to understand if the implementation was not successful and had to be backed out and then plan for a fresh implementation date.

Project Manager

Confidential

Responsibilities:

• Worked as a project manager with the Issue and Resolution team in Confidential (Amex). Issue and Resolution in Amex is a team that manages corrective actions for the US market. Corrective actions were regulatory projects had a legal obligation to be completed within a specific timeframe.
• Corrective actions are regulatory projects which dealt with any issues faced by the Amex Card Members (CMs) directly. For example - CMs did not receive the promised dollar reward for spending at a vendor after a specific spend amount. This is a CM harm which needs to be corrected and remediated.
• These regulatory projects had a legal obligation to be completed within a specific timeframe. We had 30 days from the date the issue was identified to stop the impact from further client harm. 60 days from the date of issue identification to remediate and make the clients whole. 90 days from the date of issue identification to put in a permanent fix and create a detailed report explaining the steps taken to ensure that the same issue will not happen again
• Drove discussions with business and technology teams to identify the root cause, document it and finalize it for the corrective action.
• Manage the “Stop Customer Harm” fix which is a stop gap fix for the issue to prevent further Card Member (CM) harm till a permanent solution is identified.
• Drove the discussions to identify the CMs impacted by the issue and identify the remediation values for each CM.
• Created and maintained the project plan to track the status of the Corrective Action to ensure the tight timelines are being met for each Corrective Action while managing multiple Corrective Actions at a time.
• Worked closely with the business owner of the Corrective Action to create remediation letters for the CMs and memos for the Customer Care Professionals servicing the CMs.
• Managed the remediation activities and ensuring the CMs are remediated correctly and on time.
• Ensured all the mandatory documentations and approvals are in place before each project milestone is closed.
• Assisted the business partner will the Corrective Action closure activities.

Senior Business Analyst

Confidential

Responsibilities:

• Worked as an End to End Business Analyst in an Amex team that manages projects related to US (Domestic) Small Business & Consumer cards.
• These projects involved anything from New Product Launches or New Value Propositions (changing loyalty reward terms, changing cash back terms, adding installment feature, etc.)
• Worked on the new Amex card product launch - Amex Everyday initiative as part of this team. This was the 1st Amex “no fee” product with Market Rewards.
• As part of this team worked on UDAPP (Unfair, Deceptive,or Abusive Acts or Practices) regulatory projects which were necessary due to the 2008 financial crisis which let to the introduction of the Dodd-Frank Wall Street Reform and Consumer Protection Act. These acts changed the Amex’s credit card application process systems and marketing techniques.
• Actively participated in project initiation meetings with the business partners to understand the goals of the project from a business perspective.
• Asked probing questions to the business partners to get a complete picture of the project.
• Based on the understanding from the meetings with the business partners, identified and interacted with the impacted systems to finalize the project stakeholders.
• Captured business requirements as part of requirement elicitation process and create Business Requirement / Functional Specifications document.
• Owned the project and worked as the end to end business analyst which made me responsible for all the project phase end deliverables (Project Charter, Requirements Document, Design Reports, Test plans and reports, etc.).
• Designed and modeled the business process maps and flows based on interaction with the end users. Designed & Formulated the As-Is and To-Be process flows for the development/changes done as per the client needs.
• Ensured the test plan is covering each requirement by detailed reviews with the test manager. Coordinated the end to end SIT and UAT testing.
• Release planning and post implementation planning.
• Ensured all phase wise documents are on SharePoint and approved by the required stakeholders and only then create a change management request on ServiceNow.
• Follow up on the pre implementation approvals on ServiceNow to ensure project schedule is met
• Managed and delivered the project at the end to end level to the Confidential business successfully and in time.
• Ensured documentation at all stages of SDLC and maintained it phase wise on the client repository as per process.
• Provided functional expertise and assistance in testing, ensured issues are identified, tracked, reported on and resolved in a timely manner.

Business Analyst

Confidential

Responsibilities:

• Worked on a project which was initiated to design and build MS Excel based tools to create automated financial reports. Worked extensively on Clarity PPM tool in this project.
• Extensively used MS Excel in this project.
• These reports had high visibility and were used by senior technology management and business partners of Confidential to make budgetary and strategic decisions for all Amex projects.
• The reports were previously created manually and required a lot of time and were subject to a lot of errors.
• Actively participated in initiation meetings, requirement gathering sessions and other project discussions with the business owners & onshore counterparts to understand the significance of each report and finalize the project requirements.
• Based on the knowledge gained after the meetings, demonstrated the mock ups of the financial reports to the development and testing teams which enabled them to understand their exact tasks in the project.
• Constantly followed up with the development & testing team for timely delivery of the approved financial reports.
• Coordinated with third party vendors, who maintained the client’s data, which was needed as an input to the tools created to prepare the reports.
• Reviewed the prepared reports with client’s technical and business teams to know if the reports were meeting their expectations.
• Based on the knowledge gained in preparing tools and understanding the client reporting, proposed more solutions to the client which helped them decide to automate even more reports which were done manually.