Stakeholder and SME Sessions: Led sessions with stakeholders and SMEs to understand automation requirements, pain points, and feasibility, coordinating with architects to assess technical viability.Requirement elicitation and documentation: Collaborated with cross-functional teams to gather and document detailed business requirements for development.Project Proposal Development: Created project proposals outlining timelines, automation scope, and bot maintenance, including PDDs and Visio process flows, as-is process, understanding of to-be process ensuring 100% adherence to project timelines. Project Tracking and Reporting: Managed project progress using Jira and Kanban dashboards, maintaining AISA region decks and presenting key updates to leadership.Automation Initiative Alignment: Prioritized automation projects based on FTE USD benefits and urgency, aligning with business objectives, resulting in a 30% increase in operational efficiency.(Tools: Blue Prism, UiPath, Process mapping tool: Visio, Collaboration Tools: Jira. Excel.) Coordinated user acceptance testing and stakeholder engagement, achieving compliance with banking regulations and standards.

Transaction Management and ComplianceManaged transactions related to leavers, retirement, transfer quotations, and calculations, ensuring adherence to standard operating procedures (SOPs) and service level agreements (SLAs), including screening power of attorney cases and updating records with relevant documents from OPG and HMRC.Maintaining records of the work process emails and different files for reference and audit purposes. Fill out the RPA bot webform and recheck the transactions.Issue Resolution and CoordinationIdentified and addressed live cases and operational complaints, thoroughly analyzing processes targeted for automation and coordinating bug fixes with cross-functional teams while maintaining records of relevant documents.Bot Case ManagementHandled specific bot cases by identifying scenarios where the automation failed or encountered issues, effectively communicating these problems to the IT team to facilitate timely resolutions and improve bot performance.

Requirement Gathering: Collaborate with stakeholders to understand the current manual insurance cancellation process and its pain points for automation requirements.Process Analysis: Analyze the current cancellation process, identifying steps, dependencies, and bottlenecks. Work with teams to design an automated BOT system for insurance cancellations.Change Management: Plan the transition from manual to automated processes, ensuring smooth communication, data migration, and minimal disruption.Quality Assurance: Continuously monitor the automated process, addressing issues and improvements to maintain high-quality standards.Compliance: Ensure compliance with regulatory requirements, working closely with legal and compliance teams, including RBI and IRDA.EMI calculations and statement inquiries supportHolistic issue resolution and escalation managementEfficient social media query handlingQuality assurance, training, and ongoing supportConsumer product and insurance managementCredit payment control and portfolio oversightTraining on SOPs and professional client communicationQuality check and feedback for process improvement