W GEOFFREY ALAN

Keyroles:-

• Elicit & Translate Business requirement to User Stories\BRD\FRD\SRS (Daily/Weekly basis)
• Conduct Gap Analysis\Scope Analysis\Impact Analysis on Business Process using techniques like use case diagrams (UML) \ Context Diagram (Data Flow Modelling) \ BPMN (process modelling)\Flow charts on ATM uptime related projects
• Conduct AS-IS and TO-BE Analysis and suggest Fit for Business Solutions by designing a Change Strategy
• Organize & Lead Requirement Gathering (Elicitation) meetings using techniques like Interviews, Questionnaires, Interface Analysis, Document Analysis, Brainstorming Sessions and Focus Group Discussions
• Prioritize Requirements using MOSCOW and Business Value methods
• Deliver Requirement documents like BRD\FRD\SRS\Use Case\Process Flow\Change Requests\SRS\ Traceability Matrix\Mind Maps
• Communicate clients business requirements by constructing easy to understand data and process models
• Involved in creating wire-frames and mock ups for the system
• Verification\Validation of requirements to ensure they deliver business value by conducting various Reviews and workshops with clients
• Performed quality assurance (functional testing) on ATMs and user acceptance testing facilitating on-time, on-budget and acclaimed “go-live” of the ATM sites in projects
• Served as the centre point of contact for all project activities liaising with Delivery Managers/Bank branches

• Requirements analyst in managing Surprise cash verification by branches wherein 100% audits completion is monitored and reviewed with relevant stakeholders across on a quarterly basis and in ensuring the audit points are taken to closure with vendors and overall status update dashboards are published to branches and management.

• Maintain productivity tools for management and employees, such as internal sites, KPI dashboards and so forth
• Identify techniques and work-flows to continuously improve our processes
• Undertake deep-dive analysis and provide recommendations
• Effectively lead/facilitate JAP/JAD sessions, build consensus, and define done criteria
• Author and review requirements, use case, and process flow documentation
• Understand true business needs and propose ideas and solution
• Understand mechanics and inputs via. call flow analysis and be able to clearly explain to customers
• Timely management of correspondence with customers via a ticketing queue
• Managing distribution and allocation of work, final-level quality check and analysing the documents according to the needs of the customer
• Facilitating QA Calibration sessions for ensuring consistency & obtaining feedback on performance
• Training new agents with the Banking process and in iterating any new process level updates across teams
• Manage communication with the client and continuous implementation on change management, knowledge management, stake management, integration and interface management
• Digital banking expertise, involved with the project’s dynamic knowledge force team in framing and implementation of the product and processes involved.

• Role involved Cross selling, Retention & Servicing of Retail banking products(Loans,Creditcards) and Bank accounts through
• Immense knowledge of customer service processes & regulations respectively.

• Handle debit card fraud cases and responsible for blocking the debit card on the basis of suspicious transaction attempt alerts
• Authorize freeze application on accounts if cybercrime is reported
• Mediate between customer and Fraud & Risk Management Team in the case of immediate debit card or bank account blockage during investigation and reporting the same to the respective teams.

• Providing Customer support and assistance for queries over calls and emails related Savings accounts and in close looping the same towards customer satisfaction
• Source products and retain existing Domestic and NRI customers
• Handle escalations and assist with close looping of customer requests
• Process transactions based on customer instruction like A/c-A/c transfer, book deposits, process demand drafts etc
• Requests handling of cheque books, letters and A/c statements.