Jayesh Toke

Requirement Management:

• Efficiently gather requirements from Stakeholders and documenting them on Confluence.
• Collaborate with Solution Architects to ensure a comprehensive understanding of technical aspects.
• Seek business sign-off on the requirements and raise Backlog Items (BO), Epics and initiate LCT engagement.
• Create and articulate the Product Vision Delta, fostering alignment with business objectives.
• Conduct grooming sessions with Dev and QA teams, creating Dev Stories and E2E Testing Stories.
• Manage engagement requests from LCT members, ensuring clarity on the necessity of business outcomes.
• Coordinate walkthrough sessions, addressing queries and risks promptly during development and testing phases.
• Facilitate demo sessions upon feature completion, obtaining necessary approvals and closing epics.

Jira/Scrum Operations:

• Develop Functional, Technical, and Support (Prod) stories for backlog, conducting regular refinement sessions.
• Lead Sprint Planning sessions, prioritizing stories and assigning tasks based on resource bandwidth.
• Tag releases to stories, ensuring comprehensive tracking and transparency in project progress.
• Create QA stories for testing, marking completion and acceptance of functional stories.
• Manage Change Requests (CR) in alignment with LCT releases, providing necessary sign-offs.
• Oversee the creation of epics under Keep The Lights On (KTLO) for tech requirements.

• Collaborate with stakeholders to elicit, analyze, and document business requirements, ensuring alignment with organizational goals.
• Conduct comprehensive data analysis, generating insights to inform strategic decision-making and improve operational efficiency.
• Facilitate workshops and meetings to gather requirements, identify business challenges, and propose effective solutions.
• Develop detailed business process models, workflows, and system documentation to enhance clarity and understanding.
• Act as a liaison between business units and IT teams, ensuring effective communication and understanding of requirements.
• Contribute to the implementation and testing phases, ensuring successful deployment of solutions that met business needs.

• Monitor and report on recent fraud trends, ensuring weekly communication with onshore stakeholders.
• Achieve daily SLA, safeguarding customer accounts by monitoring fraudulent debit card transactions.
• Provide daily feedback on team performance, conduct training for new joiners, and set/targets adhering to SLA.
• Conduct regular meetings to discuss performance, policies, and process updates.
• Ensure strict compliance, conduct monthly quality audits, and collaborate with the client on solutions.
• Act as a client interface, managing day-to-day operational functions and upholding risk and control objectives.

• Provide hands-on support to new hires, ensuring a seamless onboarding experience during their OJTs.
• Investigated and mitigated fraudulent transactions on debit and credit cards, safeguarding customers and the business.
• Maintain a high Net Promoter Score (NPS) by promptly resolving customer queries and ensuring a positive customer experience.
• Identify and escalate potential fraud situations swiftly, minimizing risks to both the business and customers.
• Actively contribute to process improvement by solving queries thoroughly and sharing ideas for enhancing overall efficiency.
• Apply risk awareness and audit disciplines to ensure compliance with industry regulations and internal controls.

• Addressed and resolved customer inquiries, concerns, and issues promptly, maintaining a high level of customer satisfaction.
• Deal with customer queries and ensure appropriate resolution is offered
• Responsible for credit card enhancement on customer's request.