About
Business Analyst with 4.5+ years of experience in Banking & Financial Services (BFSI), specializing in credit cards, digital banking, and lending operations. Experienced in analyzing transaction issues, performing root cause analysis, and collaborating with IT teams to resolve system defects. Strong expertise in requirement gathering, stakeholder management, and business process improvement. Skilled in SQL, Advanced Excel, and Power BI with hands-on experience in data analysis and dashboard development. Basic knowledge of Python for data handling and process automation. Seeking Business Analyst / Banking Operations opportunities in BFSI or IT domains with focus on loan servicing, transaction analysis, and process improvement.
Skills & Expertise (20)
Work Experience
Assistant Manager – Application Support & Business Analysis
HDFC Bank Ltd
Mar 2025 - Jun 2025
Analyzed 100+ monthly credit card and mobile banking issues, identified recurring patterns, and performed root cause analysis to reduce repeat incidents. Coordinated with IT and product teams to resolve production issues, ensuring SLA adherence and improved turnaround time. Gathered and documented business requirements (BRD/FRD) and worked with IT teams for implementation. Evaluated loan and credit processing workflows, identified process gaps, and recommended improvements. Supported UAT testing by validating business scenarios and ensuring accuracy of system changes. Performed data analysis using Excel and SQL to support issue resolution and reporting. Participated in requirement analysis and business process mapping to support system enhancements.
Phone Banking Officer – Credit Card & Digital Banking Support
YES Bank Ltd (Payroll: Plada Infotech Services)
Mar 2021 - Mar 2025
Handled and analyzed 200+ monthly customer issues related to credit cards and digital banking transactions. Developed MIS reports and dashboards using Advanced Excel, improving tracking efficiency by 30%. Logged and tracked incidents via CRM tools, collaborated with IT teams for root cause analysis, and ensured SLA-based resolution. Identified recurring transaction failures and provided insights to improve system performance. Supported Loan Servicing & Banking Operations like Loan Management System (LMS) processes including EMI tracking, updates, and closures. Acted as a bridge between business users and IT teams to ensure smooth communication and resolution. Worked on loan servicing activities including EMI tracking, payment updates, and transaction validation.
Trainer – Quality & Operations
BHARATH FIH (Payroll: Trimastir Solutions)
Sep 2020 - Feb 2021
Trained new employees on process workflows, quality standards, and reporting. Monitored team performance and prepared operational reports.
Education
MBA (Systems Management) - University of Madras
2022 - 2024 · Afghanistan
B.Sc. Computer Science - University of Madras
2017 - 2020 · Afghanistan
Certifications
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Skills (20)
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