Sucheta Tiwari

• Developed user stories and process flows to meet business and regulatory requirements.
• Collaborated with global stakeholders to translate business needs into functional solutions.
• Managed UAT, client demos, and end-user training, ensuring smooth product delivery and adoption.
• Created performance dashboards and automation reports, identifying process improvement areas.
• Designed and rolled out domain training processes for 700+ associates, enhancing knowledge transfer.

CRM Platforms – MS Dynamics | LSQ | VYMO

• Implemented CRM enhancements in MS Dynamics, LSQ, and Ubona, improving lead conversion by 20%, connectivity by 15%, and agent productivity by 15%.
• Led end-to-end rollout of LSQ CRM and automated lead transfer journeys from Service Centre to D2C, improving sales funnel efficiency and lead turnaround time.
• Managed integrations with HDFC Bank, PeopleStrong, and partner institutions including Karur Vysya Bank, Ujjivan Small Finance Bank, and Equitas Small Finance Bank, standardizing CRM workflows and improving operational efficiency.
• Streamlined campaign tracking, attendance monitoring, and self-configuration capabilities in VYMO, enabling data-driven decisions and reducing partner dependency by 30%.

Digital KYC & Onboarding

• Led implementation of Digital KYC journeys, improving onboarding turnaround time by 35% and reducing manual intervention by 30%.
• Supported STP (Straight Through Processing) initiatives, increasing straight-through onboarding cases by 28%.
• Improved onboarding user journeys by identifying funnel drop-offs, resulting in a 15% increase in customer journey completion rates while ensuring regulatory and audit compliance.
• Coordinated UAT, rollout, and stabilization activities, reducing post-release defects by 20% and improving operational efficiency.

Bank Account Verification & OCR

• Worked on Bank Account Verification integrations and validation workflows, reducing verification failures by 25% and improving successful onboarding rates.
• Streamlined OCR and document verification workflows, reducing document rework cases by 40% and improving document processing efficiency.
• Built onboarding and verification dashboards to monitor conversion, rejection, and validation trends, improving operational visibility by 50%.

NPS & Requirement Determination Module

• Enabled Superannuation NPS onboarding journey, contributing to a 20% increase in digital onboarding adoption.
• Managed Requirement Determination Module enhancements, improving product suitability assessment accuracy by 30% and strengthening customer suitability workflows.

Speech Analytics & D2C
• Led implementation of Speech Analytics dashboards and D2C performance reporting, enabling real-time monitoring of agent interactions, QA metrics, and customer engagement trends.
• Collaborated with Marketing, Product, Technology, and Operations teams to optimize drip communication strategies, refine UI/UX journeys, and reduce customer funnel drop-offs.
• Expanded analytics access to Functional and Senior Managers, driving data-led decision-making, achieving FTE savings of 8, and tripling audit coverage.