• Leading the design and execution of end-to-end digital operating models in collaboration with domain leads and product owners, focusing on enhancing customer and employee experiences.• Driving significant improvements in efficiency, customer experience, service quality, and marginal cost through strategic process enhancements.• Developed business capability models to optimize business activities across the organisations value chain.• Partnered in the testing and management of product enhancements, ensuring alignment with business standards and quality requirements.• Authored comprehensive documentation, including User Stories, Business Specifications, Use Cases, Functional Specifications, Workflow Diagrams, Gap Analysis, Business Case, and ROI Analysis, contributing to clear project direction and stakeholder understanding.• Created target state processes to enable straight-through processing, enhancing agent/customer delivery and optimizing resource allocation for high-value tasks.• Partnered with Business Intelligence/Analytics and Customer/User Experience Analytics teams to define and track metrics and KPIs, aligning them with business processes.• Ensured adherence to target state processes and workflows, conducting quality assurance tests for scalable and repeatable outcomes.• Utilized expertise in Agile, Scrum, and Kanban methodologies to drive business analysis processes, leading to more agile and responsive project management.• Built strong relationships through effective facilitation and negotiation skills, enhancing team collaboration and stakeholder engagement.• Expertly managed stakeholder expectations with confident and adaptable communication, ensuring alignment of project goals with business objectives.• Demonstrated versatility in working with remote teams across multiple sites, effectively coordinating with remote programming teams to achieve project milestones.

• Working with multiple project stakeholders in planning, integration and implementation of system-oriented projects. • Experience in superannuation application architecture, integration and downstream applications.• Working in superannuation legislative and regulatory projects to support business functions.• Extensive experience in Customer Communications by managing client’s correspondence and driving the technical / business solutions towards successful implementation.• Map current business and operational processes to identify shortfalls and recommend areas of improvement to rectify operational inefficiencies.• Led initiatives to automate end-to-end integration of the Customer Communication platform.• Mentoring teams and streamlined business analysis techniques through evolution of delivery cycles, establishing documentation framework to support Agile methodology implementations.• Explain complex, technology-related issues in basic, understandable terms to relevant stakeholders.• Perform critical analysis on information consolidated from multiple sources, identify and resolve conflicts, and break down of high-level information into detailed workable requirements.• Break down of business requirements into functional and technical requirements and communicate to team members for implementation.• Led cross-functional teams to analyse and understand enterprise-wide operational impacts and opportunities for technology changes. • Worked closely with multiple projects, development and testing team to analyse, investigate and resolve production issues and implement change requests.• Sound experience in working with collaboration and workflow tools i.e., JIRA & Confluence. • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.• Proven successful working within tight deadlines and a fast-paced atmosphere.

• Extensive experience in Business Analysis involving business requirements gathering, analysing existing system and identifying gaps to support business needs.• Involved in business process development with effective analytical, logical and strategic thinking.• Excellent stakeholder management skills with strong ability to elicit change requirements and problems in business processes and models including costing and financial recommendations.• Developed process mapping of As-is (current state) and To-be (future state) processes.• High level of attention to detail and proficient in MS Office including advanced MS Excel.• Work collaboratively with development/technical and functional/non-technical team.• Experience in Digital transformation platforms (Web & Mobility) and exposure to Automation and Web Analytics.• Experience in both high level and detailed roadmap for closed-loop CRM best practice implementation.• Contributed and Developed business cases and project proposals.• Managed projects and change request to the completion of the projects in a timely manner.• Led project teams, internal and external without any supervision, to achieve project defined milestones and deliverables under complex and impulsive situations in collaborative way.• Experience in Agile concepts and methodologies to achieve quality & timely solutions for the business.• Organized and facilitated Agile and Scrum meetings, which included Sprint Planning, Daily Scrums or Stand-ups, Sprint Check-In & Sprint Review.• Experience in testing and supporting User acceptance testing (UAT) for critical and complex projects.• Create and maintain documentation of functional and technical specifications and designs.• Team player works collaboratively to achieve team goals and excellent communication skills.• Conceptualized and conducted multiple workshops and initiative events like Hackathons involving different business units and stakeholders.

• Developed and Supported Annuities project using PL/SQL for Insurance Pay-out applications.• Extensive exposure in Annuities / Insurance terminologies.• Experience in importing data from various sources into Oracle Applications using PL/SQL, SQL*Loader.• Experience in tools like SQL*Plus, SQL*Loader, Oracle Forms, Oracle Reports, Discoverer. • Performed User and Administration responsibilities in Oracle Discoverer application.• Strong in Oracle PL/SQL Performance Tuning, UNIX shell scripting.• Exposure in software systems using Oracle Interfacing, SQL LOADER, UTL_FILE, Oracle packages.• Proficiency in Design, Development, Enhancement and Supporting objects (Interfaces, Conversions, Reports, and Extensions, Oracle Forms, Oracle Workflow, Unix Shell Scripts).• Ability to handle user defined errors by developing Error-Handling Package using PL/SQL.• Adroit in Performance tuning for optimized results using tools like EXPLAIN PLAN, SQL TRACE. • Extensively involved in PL/SQL tuning, troubleshooting, debugging and fixing the code in PL/SQL.• Provided support in the Implementation of Oracle 11g & Oracle 12c Database Migrations.• Experience in Delivering continual improvement within agreed process, procedures & policies.• Scheduling and monitoring of database/background jobs (Austosys R11) supporting everyday business.• Exposure to software testing using different testing methods and tools including HP ALM.• Involved in test management including test planning, test execution and defect management.• Reviewed system performance using data analytical methods and investigate potential issues.• Comprehensive experience in presenting recommendations and solutions to clients.• In critical production areas, ensuring conditional monitoring of various support and L1/L2 activities.• In-depth knowledge of all phases of Software Development Life Cycle (SDLC), Agile and ITIL Framework.