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Jeetendriya S

Senior Business Analyst - Robotic Process Automation

Summary

Seasoned Project Manager & Business Analyst with specialization in Robotic Process Automation (RPA), Lean Six Sigma, Stakeholder Management, Process Re-engineering and Risk Mitigation in the banking operations.

  • Exposure (functional) to Robotics Automation tools –OpenSpan, NICE
  • Exposure to Machine Learning algorithms
  • Successful implementation of BOT in 11 projects resulting in 39 FTEs cost benefit

Excellent interpersonal and team-management skills.

Work experience

Jun 2017Present

Senior Business Analyst - RPA

Standard Charted GBS

  • Project Manager:
    • Support the business in achieving its strategic and tactical objectives related to automation savings/revenue
    • Implement customized solutions in order to eliminate inconsistent and inefficient manual work, and to reduce cycle times
    • Working with the Business Transformation team in Scoping/Due Diligence/Consulting activities
    • Contribute to productivity by ensuring sustainability of core projects and tools
    • Contribute to identify weaknesses in the current process & system
    • Recommend improvements minimizing manual workload and reducing risks
    • Coordinate and ensure transversal communication with all concerned parties
    • Strong influencing/negotiating skills and stake holder management
    • Responsible for effective delivery at the right Time, Cost and Quality for projects across group
    • Responsible for managing and coordinating all resources involved in software implementation
    • Effectively track issues and risks, communicate status and escalate concerns via status reports to management
    • Work with Business Sponsors and Analysts, Development Team and QC Testing Team throughout the Project life cycle
    • Guide the customer on test and report strategy, while maintaining ongoing knowledge transfer to the customer

     Robotics Consultant:

    • Work with Business to capture requirements / functional specifications in an Agile software development environment
    • Decompose Epics into Features and User Stories down to detailed functional and non-functional requirements
    • Develop prototype, business flow diagram & system use cases
    • Maintain the Requirements Traceability Matrix
    • Facilitate solution design sessions with Business SMEs and technical teams
    • Work with the Design team to create user interfaces
    • Work closely with the Development, Data and Software testing teams during the various stages of development, testing, delivery & go-live and respond to queries raised by stakeholders
    • Be the single point of contact (Product Owner) and constantly engage Customers/Services Team/Industry Partners to identify features to add to and prioritize the Product Backlog
    • Proactively identify issues and risks to facilitate timely delivery from the development team
    • Ensure all project related documentation is kept up-to-date throughout the life of project
    • Document and manage business rules, risks, issues and dependencies
    • Assist and participate in the testing activities of the features being developed
    • Facilitate product (sprint) demos
    • As a Second line support, partner with other team members to troubleshoot and resolve production incidents
Oct 2012Jun 2017

Team Manager

Barclays Shared Services

Complaint Handling-Retail Banking

  • Was seconded to London as a BA to work with the development of a new excel based calculator leasing to benefits of c. GBP 24M
  • Worked as Lead Business Analyst for development of Robotics automation (NICE).
  • Created Design Document, Design Template, and Test Scenarios for implementation of RPA Automation. This tool reduced the effort to process by 15 FTE's amounting to saving of GBP 157,500.
  • Completed Lean Six Sigma project to reduce referrals that led to savings of GBP 63, 500 and brought down the number of referrals by 50%.
  • Provided innovative solution to QC feedback methodology that resulted in savings of GBP 10, 500
  • Handled a team of colleagues in the bottom quartile and improved the team's quality scores from 74% to 91%. This led to the quality scores of the process improving to 92% from 88%. More than 60% of the team members moved into the next quartile.
  • Led the testing and implementation of new Citrix platform for 250 users.

Change:

  • Projects – Identifying Lean Six Sigma Projects to reduce Operational costs and enable business value additions
  • Presenting Projects in Change Acceptance Board for Sponsorship approvals
  • Socializing the change concepts in the Change Management Design team
  • Assessing change impacts and implementation of change through Go, Go-no-go Change board meetings
  • Support new/existing team members to execute the initial and on-going transformation of their change by assessing and authorizing the change
  • Work with the Change PMO, Demand and Capacity planning, Communication and Tech teams to ensure seamless rollout of the change
  • Maintain documentation and continuous improve change management process to reduce the change implementation cycle
  • Conduct sessions to mentor change originators Business-SMEs

 

May 2010Oct 2012

Team Leader

TCS e-Serve Ltd

Customer Service-Trade Finance

  • Led the team to achieve team goals and customer satisfaction target.
  • Trained new recruits and minimized client escalations.
  • BENEcare Program: Migrated the process from onshore and redefined the parameters of the program to provide excellent customer service. Modified the strategy to identify target customer group and worked closely with the sales team to win strategic clients and to redirect their Letters of Credit thought he bank and utilize the services of the bank for end to end servicing of their trade needs.
Jul 2009Apr 2010

Statistical Associate

WNS Global Services Pvt. Ltd

Actuarial-Insurance

  • Coordinated the activities of various teams to ensure optimal resource planning and utilisation and smooth flow of work.
  • Also audited the process for the effectiveness of checks and controls and compliance to operational and regulatory standards.
  • Was involved in the implementation of ISO 9001: 2008 and ISO 27001 ISMS standards

 

Apr 2009Jun 2009

Quality Representative

WNS Global Services Pvt. Ltd.

Audit and Compliance-Insurance

Set up the audit function in chennai. Audited the process for the effectiveness of checks and controls and compliance to operational and regulatory standards. Was involved in the implementation of ISO 9001: 2008. Zero Non Compliance found in the External Audits.

Apr 2008Mar 2009

Practice Coach

WNS Global Services Pvt. Ltd.

Individual Personal Pension-Insurance

Trained new hires on process, product and systems. Trained the team on updates and new products. Completed the training needs identification analysis and coached team members to perform better. Was the anti-fraud champion. Ensured awareness of fraud reporting procedures and adherence to the said procedures. Trained new hires on Anti-fraud and Anti money laundering procedures. Had 100% pass rate in the Mystery Shopping exercises.

Jan 2007Mar 2008

Quality Representative

WNS Global Services Pvt. Ltd.

Life and Pensions-Insurance

Ensured the team met the CSAT and quality targets. Trained new hires on process, product, Systems and Quality guidelines. Certified New Hires to the floor.

Jan 2006Jan 2007

Customer Service Advisor

WNS Global Services Pvt. Ltd.

Life-Insurance

Handled customer queries on Life Insurance policies for Policy Holders in the UK

Oct 2004Jan 2006

Customer Service Representative

WIPRO BPO Pvt. Ltd.

Technical-Internet Service

Troubleshooting DSL connectivity issues for users in the USA Troubleshooting outlook and web mail

Education

20012004

B.Sc

Nanak College Madras University

Specialization - Chemistry