PRIYA PL
Thiruvanathapuram
Summary
With over 15 years of experience, including a pivotal role at OSPYN TECHNOLOGIES, I excel in business analysis and client relationship management, particularly in the banking and insurance sectors. Leveraging skills in Agile methodologies and stakeholder engagement, I've enhanced project delivery by 20% and achieved a 95% client satisfaction rate. My strategic planning and problem-solving abilities drive operational excellence and innovation.
Overview
19
19
years of professional experience
1
1
Certification
Work History
BUSINESS ANALYST
OSPYN TECHNOLOGIES
Thiruvanathapuram
05.2022 - 01.2025
- Results-driven professional with 15+ years of experience in business analysis, client relationship management, and operational excellence in banking and insurance
- Skilled in identifying client cross-functional collaboration and customer satisfaction, adept at innovating solutions in fast-paced environments
- Domain expertise includes banking and insurance sectors, with a focus standards
- Collaborates with development teams using Scrum methodology, improving project delivery speed by 20%
- Gathers and analyzes project requirements, aligning with client expectations to achieve a 95% client satisfaction rate
- Customizes platform features based on client feedback to enhance user experience and retention
- Conducts market and competitor analysis to guide feature development and strategic planning
- Facilitates cross-functional collaboration to ensure smooth project execution
- Develops business requirement documents, user stories, and acceptance criteria for effective communication across teams
- Conducts user acceptance testing (UAT) and provides post-deployment support
- Managed high-net-worth clients' portfolios, ensuring exceptional service delivery
- Resolved client issues promptly, fostering long-term relationships and trust
- Collaborated with internal teams to streamline client services and enhance satisfaction
- Built and maintained strong relationships with Branch Managers and clients to expand business
- Supervised operations across 12 branches, ensuring alignment with corporate objectives
- Prepared documentation summarizing findings from stakeholder meetings and workshops.
- Drafted functional specifications documents outlining project scope, objectives and deliverables.
- Identified opportunities for cost savings through process automation initiatives.
- Gathered feedback from end users regarding usability issues related to applications or systems.
- Monitored project timelines and budgets by tracking milestones, deliverables, tasks.
- Assisted in developing training materials for internal staff on new products or services.
- Analyzed existing systems and processes to identify areas of improvement.
- Created detailed process flows and user stories to document system requirements and design solutions.
- Conducted interviews with subject matter experts to gather information on existing systems and procedures.
- Translated user needs into actionable items that could be addressed by IT teams.
- Identified gaps between current state and desired future state operations.
- Collaborated with stakeholders across departments to define requirements for new projects.
- Managed and led meetings and workshops with multiple departments to solidify requirements.
- Conducted detailed business analysis, outlining problems, opportunities, and solutions for a business.
- Monitored project progress by tracking activity, resolving problems, publishing progress reports, and recommending actions.
- Delivered timely support by tracking issues and communicating resolutions to end users.
Deputy Manager
Axis Bank
Thiruvanathapuram
08.2021 - 03.2022
- Managed high-net-worth clients' portfolios, ensuring exceptional service delivery.
- Resolved client issues promptly, fostering long-term relationships, and trust.
- Identified an opportunity to promote diverse financial products, driving revenue growth.
- Conducted periodic portfolio reviews to align clients' financial goals.
- Collaborated with internal teams to streamline client services and enhance satisfaction.
- Delivered personalized financial solutions tailored to client requirements.
- Monitored daily operations and ensured compliance with company policies and regulations.
- Coordinated with other departments to ensure smooth functioning of activities.
Business Development Manager
India First Insurance
Thiruvanathapuram
12.2020 - 07.2021
- Built and maintained strong relationships with branch managers and clients to expand business.
- Supervised operations across 12 branches, ensuring alignment with corporate objectives.
- Conducted product training for branch employees, enhancing their knowledge and performance.
- Developed strategies to increase life insurance (LI) sales across the region.
- Analyzed branch performance and implemented initiatives to meet revenue targets.
- Acted as a liaison between branches and corporate to resolve operational challenges.
Senior Associate-Operations
HDFC Life
Thiruvanathapuram
12.2019 - 09.2020
- Delivered front-end customer service, ensuring seamless policy renewal processes.
- Addressed customer inquiries and complaints, providing timely resolutions.
- Ensured adherence to policy, service standards, and operational procedures.
- Built strong relationships with sales channels to drive collaboration and productivity.
- Achieved Key Result Areas (KRAs) through consistent performance and customer focus.
- Cross-sold financial products, contributing to revenue generation.
Assistant Manager-Operations
Max Life Insurance
Thiruvanathapuram
10.2013 - 11.2019
- Managed customer service operations, including renewals, and policy-related services. standards.
- Coordinated with sales teams to enhance retention rates, and reduce policy surrenders.
- Compiled and managed MIS reports, bridging communication between sales and operations.
- Resolved customer grievances effectively, ensuring a high level of satisfaction.
- Identify the potential customers, and convert them.
Executive Assistant
Aviva Life Insurance
Thiruvanathapuram
03.2007 - 11.2010
- Managed direct sales force and bancassurance operations for the South Cluster.
- . Supported the Cluster Head in daily operations, including MIS report preparation.
- Coordinated with Branch Managers and Deputy Branch Managers to streamline processes.
- Scheduled and organized training sessions for IRDA batches.
- Assisted in aligning cluster operations with overall business strategies.
- Conducted reviews and provided operational support to drive sales efficiency.
Junior Manager
Centurion Bank of Punjab
Thiruvananthapuram
02.2006 - 02.2007
- Processed cash transactions, including deposits, withdrawals, and petty cash management.
- Handled account openings for current, savings, and cash credit accounts.
- Monitored and executed clearing section tasks on a rotational basis.
- Addressed customer inquiries at the front desk, ensuring prompt resolutions.
- Assisted with proposals and operational tasks to meet branch targets.
- Promoted and cross-sold banking products, driving revenue growth.
Education
MBA - HR&Mktg
Sikkim Manipal University
04.2006
B COM - Taxation & Law
NSS College
05.2003
PREDEGREE - Commerce group
All Saint's College
06.2000
SSLC -
Holy Angel's Convent
05.1998
Skills
- Agile and Scrum methodology
- Business Requirement Analysis
- Market and competitor research
- Cross-functional team collaboration
- Business Requirement Documentation (BRD) Creation
- User Acceptance Testing (UAT)
- Stakeholder Engagement and Management
- Critical thinking and problem-solving
- Decision-making
- Monitoring and Analysis
- Elicitation
- Requirements Life Cycle Management
- Solution Evaluation
- Business solutions development
- Gap analysis
- Business process improvement
- Strategic thinking
- Needs assessments
- Industry knowledge
- Requirements gathering
- Strategic planning
- Project presentation
- Stakeholder engagement
- Customer needs assessment
- Product management
- Clear communication
- Problem-solving
- Stakeholder management
- Workflow optimization
- User acceptance testing
- Business process mapping
- Negotiation
- Workflow Analysis
- Client relationship management
- Attention to detail
- Product development
Languages
- English
- Malayalam
- Tamil
- Hindi
- Kannada
Personal Information
- Date of Birth: 02/02/82
- Nationality: Indian
- Marital Status: Married
Certification
- Agile Scrum master
- Business Analysis Basics
- Introduction to Jira
- Power BI for Beginners
Timeline
BUSINESS ANALYST
OSPYN TECHNOLOGIES
05.2022 - 01.2025
Deputy Manager
Axis Bank
08.2021 - 03.2022
Business Development Manager
India First Insurance
12.2020 - 07.2021
Senior Associate-Operations
HDFC Life
12.2019 - 09.2020
Assistant Manager-Operations
Max Life Insurance
10.2013 - 11.2019
Executive Assistant
Aviva Life Insurance
03.2007 - 11.2010
Junior Manager
Centurion Bank of Punjab
02.2006 - 02.2007
- Agile Scrum master
- Business Analysis Basics
- Introduction to Jira
- Power BI for Beginners
MBA - HR&Mktg
Sikkim Manipal University
B COM - Taxation & Law
NSS College
PREDEGREE - Commerce group
All Saint's College
SSLC -
Holy Angel's Convent
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