NEHA YADAV

With more than 12 years of comprehensive Business Analysis expertise and a background in Retail Banking within the BFSI domain, including Banking and NISM qualifications. Proficient in overseeing the complete software life-cycle implementation, encompassing BRD/FRD creation, change request management, and providing support to development teams. Possess advanced knowledge of SDLC processes and proficiency in various development methodologies such as Waterfall, Scrum, Agile Framework, and Kanban Principles. Hold certifications including IIBA – CBAP, EXIN Agile Scrum Master, and SFPC TM

Certified Agile Business Analyst from IIBA regulatory institute, Simplilearn

1. Branch Automation and Self-Service Kiosk Deployment

Managed the automation of branch operations and the deployment of self-service kiosks to improve efficiency and customer service.

• Conducted process mapping and analysis to identify opportunities for automation and self-service in branch operations.
• Worked with technology vendors and suppliers to design, develop, and deploy self-service kiosk solutions for routine banking transactions and services.
• Implemented training programs and change management initiatives to familiarize branch staff and customers with self-service technologies.
• Monitored and evaluated the performance of self-service kiosks and branch automation initiatives to optimize operations and customer satisfaction.
• Result: Reduced wait times, improved transaction speed and accuracy, and enhanced customer convenience and satisfaction.

2. Paperless Banking Transaction Processing and Document Management

Led efforts to transition banking transactions and document management processes from paper-based to digital workflows.

• Conducted process mapping and analysis to identify opportunities for digitizing paper-based transactions and document workflows.
• Worked with IT developers and document management vendors to design, develop, and deploy electronic transaction processing and document management solutions.
• Implemented e-signature solutions and electronic document repositories to enable paperless account opening, loan processing, and document storage.
• Conducted training and change management initiatives to facilitate the adoption and utilization of paperless banking technologies by staff and customers.
• Result: Reduced paper usage and printing costs, improved transaction processing times, and enhanced data security and compliance with regulatory requirements.

3. Online Account Opening and Customer Onboarding Process Enhancement

Led efforts to enhance the online account opening and customer onboarding process to streamline operations and improve customer experience.

• Analyzed existing account opening workflows and identified bottlenecks and pain points in the customer onboarding journey.
• Collaborated with IT and operations teams to redesign and automate account opening processes using digital technologies.
• Implemented e-signature solutions and electronic document management systems to enable paperless account opening and document processing.
• Conducted user testing and feedback sessions to validate process improvements and refine the online account opening experience.

Result: Reduced account opening time by 50% and increased online account openings by 60%, resulting in improved customer satisfaction and operational efficiency