Business Analyst Customer Service

LOVLITA VIBHA DPAULA

Dubai, U.A.E +971*********

************@*****.***

LinkedIn Profile · https://www.linkedin.com/in/lovlita-vibha-d-paula-90462349/ Business Analyst offering 6 years in Banking & Insurance industry. Expert on business and systems requirements, user acceptance testing, process improvement and end-user training. Highly effective at delivering qualitative system requirement documentation ahead of tight deadlines. Expert in business process mapping and end-user testing. Enthusiastic, eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel in Industry. EXPERIENCE

08/2020 – PRESENT

BUSINESS ANALYST, BUPA GLOBAL (DUBAI)

• Work within project team as an SME. Attend wide range of project meetings as part of project team and work with management team globally and with project team

• Own, update and document all processes. Update and maintain processes and procedures and deliver training where new processes/new regulations come into effect

• Monitor and track actions and output from project meetings. Identify, raise and follow up on any compliance risks

• When needed support governance manager in implementing process change, working alongside with global sales excellence and global change teams

• Assist in development of new product/services and make suggestions and recommendations

• Adhere business requirements as per TCF standards & FCA code of conduct

• Keep fully informed of the introduction of new products, policies, promotions, procedures and systems

• Assist in closing internal audit management actions by closely working with stakeholders

• Prepare gap analysis for the current processes and optimization in future to be processes and prepare cost and benefit analysis to transform the current manual processes into RPA assisted processes (process redesign, gaps)

• Prepare system design and data migration rules with detailed deliverables with scope study. Identification and assessment of potential processes for RPA

• Addressing RPA performance, development and deployment issues across the board

• Delivering RPA solutions and being first point of contact in case of any configuration issues for the team

• Collecting local business requirements, cooperation with process SME on client side ensuring quality and timeliness of automated processes

• Creation of automation architecture and solution proposals develop RPA prototypes and Proofs of Concept.

• Proficiency with standard computer software programs such as Microsoft Excel, Word, PowerPoint, Project and Visio

2

10/2018 – 03/2020

SENIOR ANALYST, NOOR BANK (DUBAI)

• Analyze business data and input from internal and external users to improve systems

• Monitor and optimize current processes

• Work with business managers and executives to identify and correct process issues

• Test, monitor, and optimize systems applications. Train and manage junior systems analysts.

• Lead team of systems analysts, assign projects, and monitor performance

• Manage cross-functional projects and coordinate with interdepartmental teams

• Identify and recommend new business process solutions

• Formulate department goals and implement steps for their achievement

• Quality control of all document submissions, ensuring proper TAT's.

• Developed new process for employee evaluation which resulted in marked performance improvements.

• Monitored multiple databases to keep track of all company inventory

• Responsible for updating spreadsheets, drawings and reports to the project teams. Updating Excel spreadsheets using data from ERP system & CRM platform. 10/2016 – 09/2018

BUSINESS ANALYST, NOOR TAKAFUL INSUANCE (DUBAI)

• Streamlined internal processes by working with department managers to identify all process requirements

• Improved information gathering and data access for managers

• Identified and eliminated redundancies in the Takaful insurance processing application.

• Studied company-wide processes and ensured compatibility of applications

• Advocated for in-house training to ensure analysts are up to date on newly developing technology

• Monitored and maintained applications, ensuring proper updates and compliance with requirements. Analyzed data and prepare reports

• Identified and fixed problems with existing processes. Worked with users to gather input and increase ease of using applications

• Authored the process improvement methodology located on the firm's intranet

• Worked closely with departmental managers to develop more efficient ways to complete various business processes

• Assisted in auditing company business plans and offering input on more efficient ways to complete certain processes

• Assisted in developing updated policies and procedures manual that included new ways for employees to approach several significant business processes

• Assisted in creating presentations that were used to persuade management to consider more efficient business methods

• Successful transition of ISO 9001:2008 to ISO 9001:2015 standards throughout the organization. 02/2015 – 06/2016

BUSINESS ANALYST, TIETO EVRY (BANGALORE)

• Documented Capabilities & Eco-systems/Research Work/Prospect Analysis Documents Requirements management and analysis/ Use case writing as per requirements/ Conducting Sprints

• Defining the detailed requirement /Mapping the requirements with the system/ Writing functional specific requirement documents/Functionality testing of the projects 3

• Writing the requirement associated to build loan application/Conducting Functional demo/Action planning with development team/Proof of concept delivery & review at each stage

• Understanding SEPA compliance and writing requirements to design the system

• Creating various documents to show business/process flows. Planning meeting with architects and development team to design the system. Writing use cases as per the requirement and helping development team. Test case review and validation

• Knowledge transfer and training the development team. Designed and analyzed marketing research and financial data, in close collaboration with the company's marketing team 08/2014 – 02/2015

TRAINEE BUSINESS ANALYST, ASSOCIATE BUSINESS ANALYST, TIETO EVRY

(BANGALORE)

• Responsible for creative design for prominent IT projects

• Defining the detailed requirement. Supported Chief Operating Officer with daily operational functions

• Supported developers in improving operations and resolving issues to deliver top-notch customer service

• Analyzed departmental documents for appropriate distribution and filing

• Implemented marketing strategies which resulted in 12% growth of customer base

• Performed initial client assessment and analysis to begin research process

• Writing the requirement associated to build loan application/Conducting Functional EDUCATION

08/2014

MASTER OF BUSINESS ADMINISTRATION, MITE, MANGALORE 2012

BACHELOR OF BUSINESS MANAGEMENT, DR. NSAM FGC NITTE - NITTE 2017

CERTIFIED INTERNAL AUDITOR: QUALITY MANAGEMENT SYSTEM, ISO – DUBAI Diploma: Six Sigma Diploma: Process Management

Microsoft Office (MSO), C Programming, Tally ERP 9, Peach Tree SKILLS

• Business process

understanding/Improvement/management

• Business process re-engineering, Business

process mapping, Process flow diagram

development

• RPA Process development Blue Prism,

Understanding on Machine Learning

• Quality Management, Internal Audit

• Risk management processes and analysis

• Visio Diagrams, Enterprise Architect- Sparx

systems

• ERP project management

• MS Word, MS Excel, MS Project, JIRA and

confluence/ Atlassian

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