Terence Francis
Business Manager / Business Analyst
Pune,MH
Summary
Dynamic Business Manager with 19+ years of experience driving operational excellence, resource management, and organizational transformation across financial services, healthcare, and technology industries. Proven ability to lead cross-functional teams, optimize processes, and deliver measurable improvements in employee engagement, cost savings, and business performance. Adept at collaborating with C-Suite leaders and stakeholders to align strategy with execution. Skilled in change management, product lifecycle oversight, and business analytics.
Overview
19
19
years of professional experience
3
3
Languages
Work History
Business Analyst – Resource & Process Management / People & Culture
HSBC Software Development
01.2020 - 07.2025
- Partnered with senior stakeholders and executive management to define project objectives and drive operational efficiency.
- Led global onboarding and induction processes, achieving cost savings through optimized resource allocation.
- Transitioned teams to Kanban methodology, improving workflow visibility and delivery timelines.
- Enhanced new joiner experience by automating onboarding packs and knowledge documents (50+ approx) joiners per week.
- Facilitated Quarterly Business Reviews with vendors (20+), strengthening partnerships and accountability.
- Acted as backup Resourcing Lead, managing hiring-related escalations and workforce planning.
PMO Resource Coordinator – Payroll Implementation
ADP Private Limited
08.2017 - 01.2020
- Directed end-to-end payroll analytics execution, ensuring compliance with financial processes.
- Managed internal and external stakeholders to deliver seamless payroll implementations.
- Maintained 100% accuracy quality score for six consecutive months.
- Identified and escalated budgetary risks, safeguarding project financial health.
Business Support Executive – PMO Admin & EA
Kimberly Clark / Halyard Health
03.2014 - 07.2017
- Awarded “Contributor of the Year” for outstanding business support.
- Served as single point of contact for nationwide sales teams.
- Supported Business Head – India with daily operations and strategic initiatives.
Senior Quality Analyst
Homeward / AHMSI – Option One Banking
08.2006 - 09.2013
- Conducted process training for 15+ agents, improving team efficiency.
- Delivered quality assurance and root cause analysis to enhance customer satisfaction.
Customer Service Representative
Mphasis – Pune Banking
07.2004 - 04.2005
- Provided customer support for Abby Bank, ensuring service excellence.
Education
Bachelor of Commerce - Business Administration/ Banking & Finance
Pune University
Pune04-2003
Skills
Business Operations & Resource Management
Stakeholder & Vendor Engagement
Process Improvement & Change Management
Strategic Planning & Execution
Problem-solving
Requirements gathering
Analytical thinking
Project management
Business process improvement
Data analysis
Stakeholder management
Microsoft Office Suite
Business process mapping
Team collaboration
Key Achievements
- Designed and implemented collaborative team spaces on SharePoint, Confluence, and Jira.
- Organized quarterly retrospectives, driving continuous improvement initiatives.
- Improved diversity metrics in India operations, reflected in corporate survey results.
- Delivered knowledge-sharing sessions for hiring managers, enhancing recruitment practices.
Timeline
Business Analyst – Resource & Process Management / People & Culture
HSBC Software Development
01.2020 - 07.2025
PMO Resource Coordinator – Payroll Implementation
ADP Private Limited
08.2017 - 01.2020
Business Support Executive – PMO Admin & EA
Kimberly Clark / Halyard Health
03.2014 - 07.2017
Senior Quality Analyst
Homeward / AHMSI – Option One Banking
08.2006 - 09.2013
Customer Service Representative
Mphasis – Pune Banking
07.2004 - 04.2005
Bachelor of Commerce - Business Administration/ Banking & Finance
Pune University