Headline

Business Analyst | Banking & Payments | CRM Migration | UAT | Agile Certified | BFSI | ICICI Bank |

About

Finance and Banking professional with 13 years of total experience, including 4 years of hands-on Business Analysis in the Banking & BFSI industry. • Domain knowledge in Retail Banking | CRM Migration | Payments | ATM | NEFT | RTGS | IMPS | UPI | BFSI • Expertise in As-Is / To-Be analysis, BRD / FRD documentation (CRFs / OGs), Agile user stories, UAT sign-off, and SDLC lifecycle management • Agile & Scrum practitioner — Certified Agile Professional (Scrum Master & Product Owner Trained) • Currently leading FCRM to ICRM Migration and Banking Connect product launch (NBBL) as BA Lead at ICICI Bank • Worked with top tier companies — ICICI Bank | Jardine Lloyd Thompson (JLT) | Tata Consultancy Services (TCS)

Location

Kalyan

Work experience

Manager I – Business Analysis, UAT & Process Management at ICICI Bank, Apr 2025 - Present · 1 yr 4 mos, Navi Mumbai, • Leading FCRM to ICRM CRM Migration as BA Lead — As-Is / To-Be analysis, CRF documentation, Agile user stories, UAT sign-off, and production validation • Spearheading Banking Connect new product launch (NBBL) — OG preparation, SR onboarding on ICRM, Operations training and UAT sign-off. • Preparing business and functional requirements documentation (CRFs / OGs) equivalent to BRD / FRD — scope definition, acceptance criteria and stakeholder sign-offs. • Coordinating with Product, Technology, Operations, Settlement, Compliance, and Risk teams across multiple transformation projects

Deputy Manager grade 2 at ICICI Bank, Apr 2022 - Mar 2025 · 3 yrs, Mumbai Metropolitan Region, • Drove SOP redesign initiative — reduced internal complaint errors. • Supported UAT and post-deployment validations across multiple system enhancement cycles • Coordinated with Technology, Compliance, and Risk teams for payment regulatory directives. • Analysis and tagging error on units in case of process error. Reiteration to units and unit heads to avoid similar errors in future. • Preparing MIS & analysing of Service Request (SR) & Customer Complaint raised by respective units for Payment Operations Group (PAN India) and tagging out error.

Deputy Manager grade 1 at ICICI Bank, Aug 2019 - Apr 2022 · 2 yrs 9 mos, Mumbai, • Managed escalated complaints across RBI, Banking Ombudsman, Nodal, Legal, and Social Media — maintaining 95% TAT • Conducted root-cause analysis on repeat complaints; implemented preventive controls

Senior Associate at Jardine Lloyd Thompson India (JLT India), Apr 2015 - Aug 2019 · 4 yrs 5 mos, Mumbai Area, India, Employee Benefits

Associate at Tata Consultancy Services, May 2013 - Apr 2015 · 2 yrs

Education

Bachelor of Commerce - BCom, Gurukul college of Commerce