Mukundan Nithyanandam
Lead Business Analyst
Chennai,Tamilnadu
Summary
12+ year’s Client facing Digital Business Analyst expertise with in Business Process Digitization Transformation & Business Process Re-engineering abilities.
5+ years value focused CRM product building expert in providing the customer - centric System Solutions, Which enrich service efficiency by hybrid system capabilities based on Customer 360 Industry service objectives.
As a HFI Certified Usability Analyst expertise, my core Competencies would Inherit customer/ end user experience of the B2B / B2C/ /B2B2C / B2B2C business prospects while building a focused 1:1 Customer or User Centric hybrid engagements.
PMI - ACP, PMI - PMP (PMI India Chennai Chapter), Continuously exploring in some of the core frameworks like Hybrid, SCRUM, KANBAN, and XP methodologies.
SAFE APM, POPM V5 Certified practitioner, representing the discovery efforts in Identifying Lean Project scope, Building Product Road-map, Goals, Enrich Product Backlog via User stories and represent the business team with the Vendor partners.
Business solution-building practitioner gain exposure in defining the critical success factor and tailoring cutting-edge technology solutions that involve Big Data, Machine Learning, Data Science & Data Engineering, Decisioning , Cloud, BI, ERP, BPM, RPA, AI Chatbot, live chat.
As a Six Sigma Certified Practitioner, Ensure a Lean Business Process, Cost-effective & design based approach has been established via execution Plan, and put into practice to achieve future operating model.
Expert in mapping the end-to-end Customer / User journey; Evolve appropriate propositions and Lean process logical insights and ensure that the detailed blueprint of the product is in line with the business OMNI channel requirements.
Overview
14
14
years of professional experience
Work History
Lead Consultant (Business Analyst)
AI4Process Ltd
10.2021 - 2 2023
- Identify Natwest business KPI, Digital Solutions capabilities (whats app banking), Value creations, support POC, establish engagement initiatives
- Conduct discovery sessions, Analyses and Identify different Data sets, enable AI, Chatbot, live chat, Workflow automation & Insights
- Drive Workshops, Identify the root cause of Problems, Future state Prospects (Blue Print), Propositions & Personas
- Prepare both questioning & offering guidance, while supporting the prioritization and execution of product features and enhancements to ensure process Optimization & alignment with business objectives & customer needs
- Produce relevant artefacts like Design Prototypes, User stories, mind mapping, Sequence diagrams and Confluence
- Championed quality assurance initiatives to ensure adherence to industry standards in service delivery.
- Facilitated knowledge sharing among team members to build a collaborative work environment that fostered innovation and creativity.
- Conducted regular progress meetings to update stakeholders on project status, challenges, and solutions implemented.
- Enhanced project efficiency by streamlining processes and implementing innovative strategies.
- Collaborated with cross-functional teams to ensure seamless execution of project milestones and deliverables.
- Mentored junior consultants, improving their skills and knowledge through hands-on coaching and guidance.
- Drove continuous improvement efforts within the organization by analyzing performance metrics and implementing actionable insights gained from data analysis.
- Led the development of customized solutions for clients based on their unique business needs and requirements.
- Performed gap analysis and provided plans based off of identified recommendations.
- Determined areas for improvement and implemented processes to alleviate problems.
- Analyzed requirements, developed cost estimates, evaluated alternative solutions and supported information system acquisition and implementation.
- Supported clients with business analysis, documentation, and data modeling.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Deliver walkthrough to respective stakeholders, Update Knowledge Prospects, Conduct BVT and set future focus.
- Improved client satisfaction by consistently delivering high-quality results within tight deadlines.
Lead Experience Manager (Business Analyst)
Verizon Data India Pvt Ltd
12.2020 - 09.2021
- Identify the improvements in three different segments of the business Process & enable automation in Decision aspects across various Systems (i.e., Sales, Accounts and Assistance) are strategized appropriately
- Drove operational efficiency through design driven decision-making processes, leveraging analytics tools for informed strategy development.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Launched new products and services with thorough market research, leading to increased revenue growth.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Access to different systems and confluence link to gain understanding in the existing application versions
- Map the capabilities that are built, and connect with the system vendor team to gain insights into the future values are in the pipeline (current and future Sprint)
- Access to Dashboards, Reports and Adobe messaging templates (Communication), Conduct Gap Analysis and fitment analysis to realign the strategies as per business changes
- Improve the Overall customer experience by evolving the future state using the logic model and integrating with cloud-based BPM product framework to enable OMNI channel experience
- Prepare the list of strategies that are specific towards LOB. Review and provide constructive feedback on the UI prepared, conduct demo, take necessary feedback and maintain tracker till it is satisfied & closed
- Research & Analyze critical product metrics, user behavior, and market trends to guide chatbots product development & Innovation prospects
- Monitor Value chain, observe expected change Progress, Gain Approval with respective stakeholders & Focus group
- Produce relevant artifacts like Design Prototypes, User stories, mind mapping, Sequence diagrams and Confluence
- Deliver walkthrough to respective stakeholders, Update Knowledge Prospects, Conduct BVT and set future focus.
- Implemented innovative marketing campaigns that boosted brand awareness and generated significant sales leads.
- Led change management initiatives to drive organizational transformation without compromising OMNI channel experience.
Manager - Business Analyst
LNT Infotech Ltd
4 2020 - 10.2020
- Enhance CITI Bank legacy application (STAR) and integrate with what's app banking performance by developing a full-fledged Pact application with NLP inheritance Automated Ticket Management system
- Understand the business Goals and objectives, Understand the Program and portfolio level initiatives, target state
- Support playing the activities of other Business Analyst / Product Owners for identifying the best possible digital solutions
- Demonstrated strong ability to forecast and build process capabilities against chatbots business strategies and changing environment
- Implemented innovative marketing campaigns that boosted brand awareness and generated significant sales leads.
- Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
- Launched new products and services with thorough market research, leading to increased revenue growth.
- Contributed to culture building for the workforce through engagement and assimilation programs as the organization expanded
- Collaborated with cross-functional teams to develop and implement impactful business initiatives and projects.
Lead Business Analyst
DXC Technology Solutions
04.2019 - 01.2020
- Coordinate in building a digital solutions to Streamlined its entire Home loan application, on-boarding business process to meet the ever - changing regulatory requirements and organizational best practices
- Automated the Client life-cycle management
- End to end orchestration of sales, onboarding, know your customer (KYC), credit, fulfillment, through to serving and Off boarding
- Ideate, filter, Develop, Execute and manage Monetize offerings in Operational efficiency segment of the business
- Define and Validate ideas for monetize potential
- Sell ideas and secure funding for the ideas
- Defines service/solution strategy, road map and priority plans
- Mentor and guide the squads working across the product, ensuring vision and strategy are aligned
- Lead the BA practice by aligning the Customer objective and BPM product fitments using COE partnerships during sales.
Senior Consultant
Cognizant Technology Solutions
03.2018 - 04.2019
- Achieved digital process efficiency by automating and integrating the CRM system that connects both the commercial banking prospects – It links the Commercial banking sales activities with its commercial products with the back end central support Agent system and reduces the time taken for decision arrivals by utilizing the CRM futures
- Led the business process digitization practice team in designing IT solutions for the changing business needs and ensuring designed solutions align to the IT Enterprise Architecture principles and guidelines
- Create new and disruptive business models connecting core value propositions (through key competencies/resources and partners) with the selected customer segments
- Ideate, filter, Develop, Execute and manage Monetizable offerings in Operational efficiency of various CRM based business segment
- Define and Validate ideas for monetizable potential
- Sell idea and secure funding for the ideas
- Defines ( CRM based on strategy) service/solution strategy, roadmap and priority plans
- Be a subject matter expert on digitalizing the enterprise operations, with a strong knowledge of the product offerings from similar companies and understanding of where there is room for development
- Mentor and guide the squads working across the product, ensuring vision and strategy is aligned
- Ensure that tasks stay on track and meet design criteria
- Expertly manage cross-team dependencies
- Act as the liaison between the business units, technology teams and support teams
- Conduct business workshops, receive various types of questions related to business strategies, and ensure teams are provided with an adequacy level of information regarding enhancements and new features
- Designed PRPC process flows with requirements and specifications, generated the requirements and use case documentation out of PRPC.
Lead Business Analyst
OFS Technologies Pvt Ltd
01.2018 - 02.2018
- SBI Whats app has equipped the end - to - end business process for retail customer segments
- It was achieved by converting the entire customer experience seamless via OMNI channel digital platform.
- Ensured successful project outcomes by proactively identifying potential risks and implementing mitigation plans.
- Championed data-driven decision-making by promoting a culture of continuous improvement and regularly monitoring key performance metrics.
- Collaborated closely with executive leadership to define project objectives, develop strategic roadmaps, allocate resources appropriately, and oversee execution efforts from inception to completion.
- Leveraged strong analytical skills to identify trends, patterns, and insights from complex data sets, informing strategic business decisions.
- Enhanced project efficiency by streamlining business processes and implementing best practices.
- Improved data-driven decision-making by developing comprehensive reporting tools and dashboards for key performance indicators.
Senior Business Analyst
HCL Technologies
06.2014 - 01.2018
- CWBA has achieved the OMNI Channel Automation: It is an automation Project, the complete Retail banking business process across different channels (Commsee, Commbiz & Commzec) of banking work flow has been automated.
- Developed comprehensive data models to guide decision-making, resulting in more informed strategies.
- Implemented Agile methodologies within project teams, increasing overall adaptability and responsiveness.
- Mentored junior analysts on best practices for business analysis techniques, fostering professional growth within the team.
- Conducted gap analyses to identify discrepancies between current and desired states, leading to actionable recommendations.
- Led the design and development of Robotic Automation platform integration, across multiple SCRUM teams and multiple verticals.
- Collaborate with developers and subject matter experts to establish the technical vision and analyse trade-offs between usability and performance needs.
- Ensure, through review and verification, that project deliverables meet the specifications, including timeliness and quality.
- Develop guidelines and best practices around Pega Platform architecture to ensure that product meets the demanding and constantly changing needs of the market and our customer base in a way that continues to be easily configurable, scalable and high performance.
- Work with other product owners to help define the product road-map, offer guidance and suggestions on evolving features and technology
- Maintain cross-functional relationships with development managers and architects, as well as other application owners and with Platform engineering to ensure ideas and information are shared across teams.
- Gain a proficient technical understanding of the product and platform and their capabilities. Maintain and leverage deep product knowledge to engage the development teams proactively, providing feedback on deliverables and ensuring those deliverables meet the defined criteria.
- Provide regular and detailed communications (written and verbal) of product status to leadership and other stakeholders. Provides accurate and frequent updates on project / deliverable status in project management applications
- Manage the product life-cycle, ensuring compliance with Pega policies and best practices, including documentation, cloud compliance, security compliance, etc.
Senior Business Analyst
Kingfisher Airlines Ltd
04.2010 - 03.2013
- Improved the Operational efficiency by developing a digital CRM solutions that connects front end Ground Floor operations agents and back-end customer service business prospects.
- Conducted gap analyses to identify discrepancies between current and desired states, leading to actionable recommendations.
- Mentored junior analysts on best practices for business analysis techniques, fostering professional growth within the team.
- Collaborated with cross-functional teams, ensuring a cohesive approach to business analysis.
- Enhanced stakeholder engagement through effective communication of complex data and insights.
- Performed risk assessments on potential projects to determine feasibility and viability before moving forward with implementation plans.
- Optimized resource allocation by conducting capacity planning exercises based on historical data and forecasted demands.
- Created detailed user stories for system enhancements, leading to improved functionality and user satisfaction.
- Led process mapping initiatives, resulting in optimized workflows and reduced redundancies across departments.
- Facilitated requirement-gathering workshops, resulting in clear project objectives and deliverables.
Business Analyst
Hewlett - Packard Global Ltd
07.2007 - 01.2008
- AIG USA is an insurance service provider connecting all the claim process via OMNI channel experience
- Digital Transformation project that connects the end-to-end claim management prospects and improves the customer experience by automating the Investigation outcomes, underwriting decisions and approval process
- Translate business requirements into a logical/data model from gathered information (Functional specifications Document FSD)
- Gather relevant business information and analyse policies, procedures and work practices
- Identify business-specific needs and make recommendations for cost-effective system and software solutions
- Used data and process modeling techniques to create clear system specifications for the design and development of system software
- Acted as a central point of contact for the information source and also in providing assistance, guidance for resources in the project decision making process
- Evaluate existing or proposed systems with DSDM methods to minimize complexity & maximize opportunities
- Conduct gap analysis to map the future system / project focus of the business & prepare a accessibility prototype
- Documenting the comparative studies between system problems and resolutions as a check points for future reference.
Education
Master of Science in Information Technology (ERP Consulting) -
Sheffield Hallam University - UK
Bachelor of Electronic Science - undefined
Madras University Chennai India
Skills
Customer Journey Mapping
Key Skills And Certifications
Methods and Products, Analysing Methods, DSDM - UML, SWOT, PERT, BABOK V 2.0, Workshop Methods, Score Cards, Brainstorming, Logical Questioner, Designing abilities & Tools familiarity, UX/UI – Android, IOS and Ipad - Visio, Invision, Lucid chart, Sketch, Figma, Functional Testing abilities, Functionality testing with sample data in testing environment, Process / Work Flow Diagrams, Visio (2007 & 2010) / PEGA DCO, Presentation Preparation, Microsoft Office, Power Point (2007 & 2010), Project Tracking & Estimation, Microsoft Excel (2007 & 2010), HP (ALM) & Rational Clear Quest, BPM Prodcuts, Microsoft Dynamics, SAP Signavio, Salesforce, PEGA, SAP BYD, 2021, 2022, SAFE 5, 2022, HFI INC, CUA (Certified Usability Analyst), 2020, SCRUM ALLIANCE, Advanced Scrum Certified Product Owner, 2019, 2021, PMI - ACP, PMI - PMP, Agile Certified Practitioner (2019), Project Management Profession (2021)
Timeline
Lead Consultant (Business Analyst)
AI4Process Ltd
10.2021 - 2 2023
Lead Experience Manager (Business Analyst)
Verizon Data India Pvt Ltd
12.2020 - 09.2021
Lead Business Analyst
DXC Technology Solutions
04.2019 - 01.2020
Senior Consultant
Cognizant Technology Solutions
03.2018 - 04.2019
Lead Business Analyst
OFS Technologies Pvt Ltd
01.2018 - 02.2018
Senior Business Analyst
HCL Technologies
06.2014 - 01.2018
Senior Business Analyst
Kingfisher Airlines Ltd
04.2010 - 03.2013
Business Analyst
Hewlett - Packard Global Ltd
07.2007 - 01.2008
Manager - Business Analyst
LNT Infotech Ltd
4 2020 - 10.2020
Master of Science in Information Technology (ERP Consulting) -
Sheffield Hallam University - UK
Bachelor of Electronic Science - undefined
Madras University Chennai India
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