GAURAV DUA, MBA

*** ****** **** *, *******, ON aco70a@r.postjobfree.com 647-***-****

PROFILE SUMMARY

8+ years of experience across P&C insurance, banking, and retail in North America, EMEA, APAC; bridge between

business and IT

Hands-on experience in Personal Property and Automobile insurance, Retail and Corporate Lending cycle, POS,

Supply Chain, Inventory Management, Payment Systems

Well versed with requirement elicitation, gap analysis, As-Is & To-Be Analysis, documentation, change

management, SDLC, waterfall and agile methodologies

$250K annual savings & repeat business for TCS, 60% service level improvement, 40% reduction in recurring issues

Indian Idol participant; progressed to 3rd audition round among 10,000 contestants

PROFESSIONAL EXPERIENCE

Intact Financial (Toronto, Canada) – Senior Business Analyst 2014 – Present

Acquired business knowledge of operations ranging from Underwriting to Actuarial to Claims and of policy systems

used by brokers and underwriters

Working on several $100K+ strategic projects (UBI, new driver program, 50+, etc.) to improve company’s

market position, reach out to new segments, and provide better premiums and services to customers

Participating with business stakeholders and SMEs in JAD sessions to understand and document

requirements, and aligning with IT during gap analysis, preparation of artifacts, and delivery

Acting as consultant for a multi-million dollar legacy system up gradation project, providing guidance on

impact of strategic projects on Quotes, Claims, New Business, and Product Catalogue streams

Tata Consultancy Services (Noida, India) - Consultant 2010 – 2013

Clients: Sears, Apple Inc., Qantas Airways

Business Analyst for Sears; acquired business knowledge of Oracle POS, Inventory& Supply Chain Management,

Ordering/Receiving and other applications to create functional and technical documents

Participated with business stakeholders and visited Sears' Chicago stores to identify application

improvement opportunities and aligned with business and technical teams from analysis to delivery

Coached 75 new hires on business aspect of applications and facilitated knowledge transition from Sears'

SMEs, resulting in significant gain of business know-how among technical associates

Worked with technical teams, client partners, and vendors during project implementation/delivery and

designed "Operation Guidelines" handbook that led to repeat business and additional revenue for TCS

Project lead of 14-member Oracle POS application team for Apple retail and online operations across North

America, EMEA, and APAC; responsible for multi-location team coordination, risk and stakeholder management

Collaborated with client teams to understand and document new functionalities and managed technical

teams during implementation; maintained 95% on-time delivery of projects with CSI of 4.9/5

Initiated root-cause analysis and resolution of long-pending and repetitive issues in the application,

leading to 40% reduction in recurring incidents over a period of 7 months

Worked with senior management during activity planning, resource allocation, and deliverables

Process Consultant for Qantas Airways; formulated and managed execution of plans to streamline processes to

empower TCS teams, comprising 550 associates, deliver best service to the client

Understood existing processes around project delivery, identified and documented gaps as per industry

best practices, and worked with technical teams to bridge those gaps

Realized 60% improvement in service level within 5 months through regular client and vendor dialogues,

historical data analysis, and workshops that led to recurring annual savings of $250K in averted penalties

Recognized by Australian account head for outstanding client management

Royal Bank of Scotland (Gurgaon, India) - Analyst 2007 – 2010

Module Lead of 5-member application team and system analyst for retail lending system; communicated with end

users to understand existing issues and new requirements

Partnered with BAs to convert functional specs into design documents and use cases; worked

with technical teams to resolve existing issues and implement solutions

Worked with multiple vendors and technical teams during migration of application to web-based platform

Recognized for product improvement initiatives and client communication through "Ovation Award"

Nucleus Software (Noida, India) - Software Engineer 2005 – 2007

Developed and tested client based customizations for end-to-end retail and corporate lending system

Led business meetings to understand new requirements and managed client communication, user

training, and implementation of product at Arab Bank, Jordan and Dubai Islamic Bank, Dubai

Worked on product development, enhancements, and testing at offshore along with implementation,

deployment, UAT, and team management at client side

Recognized twice for contribution to projects and client management through "Achiever Nucleite" award

EDUCATION

Master of Business Administration, Queen’s University, Kingston, ON 2013 – 2014

Senior consultant for Social Focus Consulting, helped not-for-profit organizations generate more funds

New market creation project for Kingston based start-up, developed business plan and go-to-market strategy

Bachelor of Technology, Uttar Pradesh Technical University, U.P., India 2001 – 2005

Specialized in Computer Science; graduated with first class

CERTIFICATIONS

ITIL v3 foundation, INS21

TECHNICAL SKILLS

BRD, GAD, JAD, SRS, Use Cases, Story Boards, Screen Mock-ups, SIT, UAT, MS office (including Visio)

Java/J2EE, JavaScript, Web services, XML, VB, PL/SQL, Client-Server architecture, Web based applications

PERSONAL

Started business venture to bring solar-powered household appliances to India

Technology Analyst in John Tory's mayoral campaign; helped teams create and analyze reports 2014 – 2014

Led project for building shelter for orphans, homeless children, and elders; managed teams responsible for

fundraising and PR, clothes and food distribution – Prerna NGO, India 2010 – 2013

Interests: travelling, sports (cricket, soccer, volleyball, badminton)-played in college and corporate varsity team

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