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Business Analyst Digital Transformation

Al Dafna, Qatar
January 29, 2024

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B/*** SONAM AAKASH, NEW GOLDEN NEST, PHASE *, MIRA BHAYANDAR ROAD, THANE, 401107 M: +918********* Qatar No: +974********. Email id: LinkedIn: Summary

Results-driven Senior Business Analyst with 9+ years of experience in Digital Transformation Project Management. Proven track record in enhancing operational efficiency, driving growth, and ensuring customer satisfaction. Skilled in identifying process improvement opportunities, leading cross-functional teams, and managing stakeholders for successful outcomes. Expert problem solver with a talent for analyzing challenges and implementing innovative solutions. Seeking a dynamic role to leverage my skills in stakeholder management and drive business excellence in the digital transformation space. Skills

Business Process Mapping

Change management

Communication and negotiation

Cross-functional leadership

Operations Management

Project Coordination and Quality assurance

Process Improvement

IT proficiency


Senior Business Analyst – Digital Transformation (PMO) 12/2023 to Current Dukhan Bank Digital Strategy Alignment:

Collaborated with executive leadership to align digital transformation initiatives with overall business strategy and objectives.

Provided strategic insights and recommendations on leveraging digital technologies for enhanced operational efficiency and elevated customer experiences.

Actively pursued continuous learning to stay updated on evolving business trends and tools, enhancing overall expertise.

Demonstrated excellent organizational and time management skills in overseeing complex digital transformation projects. Stakeholder Engagement and Business Support:

Led stakeholder engagement efforts, conducting workshops and interviews to understand business needs and expectations, showcasing effective communication skills.

Translated stakeholder requirements into clear and comprehensive Business Requirements Documents (BRD), emphasizing strong attention to detail and accuracy in documentation.

Provided essential administrative support to various business functions, ensuring seamless operations.

Showcased organizational skills in task and information management, effectively managing priorities.

Demonstrated effective communication skills in interactions with colleagues and stakeholders. Business Process Analysis and Optimization:

Conducted in-depth analysis of existing business processes, identifying inefficiencies and areas for improvement with a focus on organizational skills.

Collaborated with cross-functional teams to optimize processes through digital solutions, resulting in quantifiable improvements and demonstrating problem-solving skills.

Applied a profound understanding of business operations and processes to drive digital transformation initiatives.

Leveraged proficiency in Microsoft Office to streamline workflows. BHOOSHAN MAINDAN

Project Coordination and Management:

Coordinated end-to-end execution of digital transformation projects, ensuring strict adherence to timelines, budgets, and quality standards with familiarity in project management and coordination.

Applied project management methodologies, facilitating effective communication and collaboration across project teams, showcasing excellent time management skills.

Developed and executed change management strategies, ensuring successful adoption of digital solutions across the organization.

Displayed strong attention to detail for accurate documentation and precise task execution.

Worked closely with stakeholders to address concerns, fostering a culture of continuous improvement and innovation.

Exhibited organizational skills in task, document, and information management, contributing to project efficiency and effectiveness.

Risk Management and Compliance:

Proactively identified and mitigated risks associated with digital transformation projects, ensuring project success and minimizing disruptions.

Ensured strict compliance with industry standards, regulations, and data security requirements, maintaining a secure and resilient digital environment while emphasizing strong organizational skills.

Exhibited strong attention to detail, ensuring accuracy in documentation and compliance with organizational standards. Business Process Executive – Client Affairs 01/2022 to 09/2023 Qatar Financial Centre

• Acted as a liaison between IT and business teams, translating technical concepts into business-friendly language.

• Owns and manages projects, process, and policy changes for the client affairs department.

• Played a key role in gathering business requirements, conducting stakeholder interviews, and analyzing user needs to guide the technical department.

• Drove customer-centric digital transformation and business process reengineering by delving into physical touchpoints and manual processes. Reduced manual intervention, increased efficiency, and improved customer experience through straight-through processing.

• Act as a single point of contact for Business requirement gathering for IT related projects and UAT testing programs.

• Map and transform process flow and High-level Design (Visio) for project implementation.

• Developed comprehensive documentation of workflow processes, capturing key steps, roles, and dependencies to enhance team understanding and efficiency.

• Led cross-functional teams encompassing Business, Operations, Risk, Technology, and execute strategic projects.

• Executed UAT test cases, meticulously recording and reporting any issues or defects, and working closely with the development team to address them effectively.

Operational Plans:

• Participated, as required, in developing the department’s operational plans and executes them in line with the QFC strategy.

• Fostered relationships with internal and external stakeholders, driving customer obsession and influencing process changes.

• Assists the Director- Client Affairs in internal policy and process issues. Analyzing business requirements and determining the most appropriate solutions to meet those needs

• Stakeholder Management - Engage with stakeholders, understand their needs, and translate those needs into requirements. Lead requirements gathering workshops and other meetings to ensure all stakeholders are heard and their requirements are documented (BRD).

• Supports the effective implementation of the approved strategy and plans in order to achieve the department objectives. Driving Excellence:

• Provided support in updating the department policies, procedures, and Quality controls so that all requirements are fulfilled while delivering a quality service to clients.

• Led end-to-end process re-engineering, improving efficiency and client impact

• Provided advice regarding the matters to ensure it supports the delivery of QFC strategy and actions are taken proactively.

• Collaborating with cross-functional teams to ensure comprehensive test coverage and validate end-to-end system functionality

• Actively incorporated feedback, driving seamless, digitalized processes and measuring customer satisfaction

• Provided support in Client Affairs regulatory or corporate reports while ensuring they are completed in a timely and accurate manner, and meets the Department’s requirements, policies, and standards.

• Perform other related duties or assignments as directed by Head- Client Affairs department based on the company’s needs. Robotics Process Automation – Business Analyst 11/2019 to 11/2021 Commercial Bank of Qatar – Head Office

• Collaborated with business owners (Retail and corporate banking) and automation developers to facilitate effective communication and ensure successful implementation of Robotic Process Automation (RPA) solutions.

• Led the process assessment and design phases to identify automation opportunities and define requirements and provided technical expertise and guidance to ensure optimal automation development and deployment.

• Communicating with developers, subject matter experts and the business process owners to answer any queries that arise during the development and testing of an automated solution.

• Adept in Robotic process automation (RPA) from requirements gathering, solution designing, coding, testing, debugging, documentation, and implementation.

• Conducted thorough feasibility studies to determine the suitability of processes for automation, sharing detailed analysis and recommendations with stakeholders to ensure informed decision-making.

• Understanding our customer’s business requirements and clearly documenting them for our RPA consultant teams to deploy in an optimal manner the automation projects.

• Demonstrated expertise in implementing agile delivery methodologies to streamline user feedback cycles and achieve faster end-to-end delivery timelines.

• Needs to close the gaps between business problems and technology solutions that consists of best tech solution among all possible to solve existing business problems, describing the structure, characteristics, behavior and other aspects of software to project stakeholders.

• Delivering demos, technical training, and support for new/existing clients and Provide post Go Live support to operations throughout stabilization phase

• Skilled in creating process flowcharts using Microsoft Visio, documenting, and improving complex retail banking business processes to increase efficiency, and reduce errors and delays.

• Defining features, phases, and solution requirements to stakeholders on regular basis and providing feedback through scrum calls on weekly basis. Presenting data to higher level management in monthly meetings and preparing daily performance report of individual employee in the process.

• Providing specifications according to which the solution is defined, managed, and delivered as per retail banking business requirements. Transferring knowledge from the business unit to the technical solution level.

• Keeps track of the changes that occur and initiates the change management process by evaluating the impact of the changes proposed.

• Prepare, update SOPs in accordance with company policies. Senior Associate – Charge back and Authorization. 11/2017 to 11/2019 Commercial Bank of Qatar – Head Office

• Acting as Single point for contact for process automation with center of excellence team and participate in cross-functional process improvement initiatives

• Managed and resolved chargeback disputes in a timely and efficient manner, resulting in a reduction of dispute resolution time

• Diligently maintained accurate and up-to-date records of chargeback claims and their status, utilizing electronic databases and spreadsheets

• Reviewing customer transactions and investigating chargeback claims, working with internal teams to gather necessary documentation, and submitting the required information to payment processors(Visa, Master and Diners) and acquiring banks.

• Checker activity - Checking investigations for acquiring disputes and decision making.

• Verifying and confirming settlements for funds related to charge backs.

• Responding to fraud monitoring alerts and monitoring activities for Visa, Mastercard, and Diners Club cards.

• Travel plan update for customers (excluding cards from fraud rules set by visa).

• Handling ATM dispute cases and monitoring CCTV (as in required) footages for withdrawal disputes and conclude.

• Conducting training for internal departments regarding charge back.

• Managing and disposing of records and cards recorded on ONUS ATMs. Deputy Manager, Risk Analyst 04/2015 to 11/2017 Kotak Mahindra Bank Mumbai

• Monitoring PAN India Debit card frauds and Reporting to NPCI (National Payment Corporation of India).

• Handling third party products miss selling verification (Insurance and Mutual funds).

• IRDA and EUIN certification verification for relationship manager across the bank Monitoring Pan India Mobile Banking and UPI Frauds.

• Monitoring violation of RBI circular - Overseas forex trading through online portal.

• Detection on Point of compromise (ATM Skimming frauds).

• Identifying trends and patterns in chargebacks and disputes, and reporting findings to management.

• Co ordinating with the charge back department with regards to the Issuing/Acquiring chargeback received.

• Initiating risk calling from the team for cards reported from NPCI Analyzing and suggesting changes in the existing product/process.

• From April 2015 -April 2016 -Debit card risk calling for compromised debit cards and lead conversion of Personal loan.

• Risk mitigation calls to customers.

• Fraud monitoring calls (high amount, high risk country and high-risk merchant) Risk report to FRM team.

• Investigation calls to fraud reported customers.

• Provided training and coaching to new team members, ensuring they were properly equipped to handle team activities and contribute effectively to the team's success. MIS report to Risk containment unit of the risk amount saved and cards blocked.

• Conducted successful conversion of mag strip cards to chip cards, ensuring seamless transition and zero customer impact. Assistant Manager 04/2014 to 04/2015 Kotak Mahindra Bank Mumbai

• Provided exceptional client service to corporate salary customers, handling inquiries, concerns, and complaints with a focus on ensuring timely and satisfactory resolution.

• Query/ Escalation handling: Listening and understanding concern, Empathizing, Execute the solution, follow-up till the concern is resolved.

• Ability to handle conflict situations among various departments which occur quite frequently.

• Providing regular reports on chargeback and dispute management.

• Great managerial skills and team lead aptitude.0

• Cross Selling products to existing customers. (TD, RD, Insurance, CASA, MF, SIP etc.).

• To set goals and influence other team members in achieving them.

• MIS Reporting (Weekly, Monthly and Quarterly) Great command over reports, both preparation and analysis. Education and Training





2013 Bachelors in computer application Vinayaka Missions University A 2009 Higher secondary Education Maharashtra State Board B 2007 Secondary School Certificate Maharashtra State Board A Certifications

• Diploma in Web Programming Certification from St. Angelo's Education

• Automation Anywhere Certified Advanced RPA Professional (V11.0)

• Automation Anywhere Business Analyst (V11)

• Lean Six Sigma Green Belt Certified – June 2022.

• Lean Six Sigma Green Belt Certified – April 2023. Languages



Marathi and


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