Akshay Shinde
Summary
Senior Business Analyst with 13 years of experience in banking and fintech, specializing in conversational AI (chatbots and voice bots). IIBA CBAP-trained, skilled in designing customer-centric AI journeys, optimizing digital processes, and translating complex business needs into actionable, tech-driven solutions.
Overview
13
13
years of professional experience
1
1
Certification
2
2
Languages
Work History
Senior Business Analyst/ Senior Solution Manager
IDFC First Bank
12.2023 - Current
- Designing and implementing end-to-end conversational journeys for chatbots and voice bots powered by NLP and Gen AI LLMs (OpenAI 4.0).
- Building and productionizing conversational AI solutions on the Gnani Inya platform, ensuring enterprise scalability, InfoSec approvals, and deployment readiness.
- Creating detailed process flows in Microsoft Visio with integrated API calls, covering positive, alternate, and exception scenarios.
- Writing Business Requirement Documents (BRDs) with clearly defined guardrails, logic flows, and InfoSec-compliant design standards.
- Leveraging Deepgram (TTS) and ElevenLabs (STT) to deliver natural, human-like, multimodal voice interactions.
- Ensuring InfoSec compliance and secure integration with banking and financial systems, while meeting enterprise-grade data protection requirements.
- Collaborating with cross-functional teams to align conversational AI design with business objectives, and customer experience KPIs.
- Collection Voice Bot: Automated loan and credit card collections, with reminders, promises to pay, escalation handling, and CRM integration.
- Key Projects
- Collection Voice Bot: Automated loan/credit card collections with reminders, promises-to-pay, escalation handling, and CRM integration.
- Collection Use Cases: Expanded to cover disputes, partial payments, settlements, and hardship handling with InfoSec guardrails.
- IPO via WhatsApp Banking: Built seamless IPO application journey with secure core banking API integration.
- AMB Reminder Bot: Enabled account validation and top-up through natural voice interaction.
- IRA Bot (202 Use Cases): Automated financial/non-financial charge queries using NLP for large-scale customer support.
Business Analyst
Kotak Mahindra Bank
06.2021 - 11.2023
- Drafted Business Requirement Documents (BRDs) and conducted feasibility studies based on business and operations needs.
- Engaged with IT, Business, Operations, and internal teams to drive process improvements and evaluate potential offerings.
- Actively conducted and participated in weekly review meetings with IT and business users to track progress and resolve implementation challenges.
- Key Projects:
- Xpress Account Opening with Full KYC: Enabled quick savings account onboarding with full KYC compliance, streamlining documentation and reducing turnaround time.
- NRI Account Opening: LexisNexis KYC Partners Integrated LexisNexis for digital KYC validation in the NRI onboarding process, ensuring regulatory compliance and enhanced verification efficiency.
Business Analyst
Xebia IT (IDFC First Bank)
12.2019 - 05.2021
- Driving digital initiatives across Internet Banking, Mobile Banking, Micro ATMs, Digital Account Opening, Pre-Login Journeys, and Campaign Management to support India's digital economy vision.
- Key Projects:
- Savings Account Opening for Existing AUS (Corporate) Customers in TCS Bancs: Developed a digital journey enabling corporate AUS customers to receive pop-up prompts for opening a savings account. Displayed pre-filled customer data with editable fields for ease of input. Enabled real-time account opening post-submission.
- Locked Fund via Digital Channels (Lien Marking in TCS Bancs): Implemented lien marking workflow using channel integration to interact with TCS Bancs core system. Enabled channels to trigger recovery hold, set/remove deposits, and enquire hold services via API calls.
Business Analyst
Fino Payment Bank
06.2019 - 12.2019
- Drafted Business Requirement Documents (BRDs) and conducted feasibility studies aligned with business and operational needs.
Business Analyst
Quality Kiosk. (IDFC First Bank)
06.2016 - 06.2019
- Gathered business/ops requirements and conducted feasibility analysis for new digital offerings.
- Created test scenarios based on Business Requirement Documents (BRDs) and Functional Specification Documents (FSDs).
- Reviewed FSDs and solution approach documents for completeness and impact analysis.
- Performed Functional and Usability Testing to ensure quality and user-friendliness of digital journeys.
- Key Projects - Digital Acquisition:
- FD Account Opening via eKYC in TCS Bancs: Designed and implemented FD opening via Aadhaar OTP-based eKYC, enabling: Real-time account creation in CBS Funding through CC Avenue T+1 FD booking in CBS post-funding.
- Savings Account Opening - EKYC: Developed Aadhaar OTP-based account opening with: Real-time CBS integration Funding through CC Avenue Debit card selection (Signature/Platinum) post-funding Cheque book issuance enabled by signature upload functionality.
- Dormant & Inactive Account Identification in TCS Bancs: Built logic to track account status based on last financial transaction: Accounts inactive after 12 months Accounts marked dormant after 24 month.
Business Analyst
HDFC Bank
12.2014 - 06.2016
- Key Projects:
- Universal Kit: Developed a common onboarding kit for all account types; implemented product transfer functionality.
- PPF Account Opening via FT: Designed new workflow for PPF account opening and executed end-to-end testing.
Business Analyst
ICICI Bank
09.2012 - 11.2014
- Key Projects:
- SA/CA/NRI Account Opening via OmniFlow: Designed and implemented a workflow for seamless NRI account onboarding.
- Aadhaar Updation in Finacle: Enabled Aadhaar update through a dedicated menu option within the Finacle system.
Education
Master of Financial Management - undefined
Mumbai University
01.2011
Post-Graduation Diploma in Banking - undefined
IFBI
Bachelor of Management - undefined
Mumbai University
HSC - undefined
Mumbai University
01.2008
SSC - undefined
Mumbai University
01.2006
Skills
Business Analysis
Process Engineering
IT Development
Software Engineering
UAT Testing
Project Implementation
Project Management
Business Process Documents
Functional Testing
Test Scenarios Creation
undefinedCertification
IIBA CBAP - Trained
Timeline
Senior Business Analyst/ Senior Solution Manager
IDFC First Bank
12.2023 - Current
Business Analyst
Kotak Mahindra Bank
06.2021 - 11.2023
Business Analyst
Xebia IT (IDFC First Bank)
12.2019 - 05.2021
Business Analyst
Fino Payment Bank
06.2019 - 12.2019
Business Analyst
Quality Kiosk. (IDFC First Bank)
06.2016 - 06.2019
Business Analyst
HDFC Bank
12.2014 - 06.2016
Business Analyst
ICICI Bank
09.2012 - 11.2014
Master of Financial Management - undefined
Mumbai University
Post-Graduation Diploma in Banking - undefined
IFBI
Bachelor of Management - undefined
Mumbai University
HSC - undefined
Mumbai University
SSC - undefined
Mumbai University
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