SUMMARY:

• A competent professional with nearly 13+ years of experience in Business Analysis, Continuous Process Improvement (CPI), Business Process Consulting, Process Modeling, Platform Migration, Accounting and Reporting, Reconciliation and Analysis
• Techno - Functional experience across Banking/Insurance, Retail, Manufacturing and Travel Tourism & Hospitality (TTH) Domain across North America and other geographies
• Proficient at Current state process modeling, Business Process Re-engineering, Future state workflow modeling, Data Analysis, Change Management, User Acceptance Testing (UAT), Transition, Transformation, Process Operations, Business Process Management (BPM) and experience of developing standard operating procedures (SOP) as well as service standards for business excellence
• Knowledge of Design for Six Sigma (DFSS) methodology and proven results of utilizing Lean Six Sigma process improvement methodologies to identify improvement opportunities which will reduce waste and result in measurable improvements in efficiency
• Strong understanding and experience in Statistical Analysis, Requirement Analysis, Gap Analysis, Impact Analysis, Comparative Study and Requirement gathering or Modeling tools like iGrafx, BluePrint, MS-Visio, MEGA, MetaStorm ProVision, eFast.
• Perform Time & Motion study and Simulation thereby help Client in process optimization, improve productivity and reduce TAT, cost and error.
• Experience with regulatory, compliance, policies/procedures and issue management processes by partnering with Legal, Compliance, and Risk Management Business Partners
• Experience with End-to-End (E2E) assessment and Business Process Management (BPM) / Disciplined Execution (DE) framework
• Exclusive working Experience in AGILE process and practices. Active Participation in Sprint planning, daily Stand-up meetings, Retrospectives, Release planning, Demos and other Scrum-ceremonies.
• Exclusive experience on using Agile tools like Jira and Kanban board.
• Strong, proven experience with leadership, business acumen, problem solving, critical thinking, and analytical skills in financial services or other highly regulated industry
• Ability to manage complex projects in a large enterprise environment and perform complex work assignments with cross-functional teams to achieve program and project milestones within established timeframes
• Manage internal and external third-party service providers with rigorous focus on performance indicators, service level expectations, regulatory compliance and risk management
• Handful experience in onsite-offshore coordination and communication process to bring about synergistic and cogent relationships between onsite offshore team.
• Strong interpersonal and communication skills with a track record of mentoring and as well as sharing best practices with team members in geographically dispersed team.
• Project Management activities viz. Project Planning and Initiation, Effort Estimation, Status Reporting, Task Assignment, Scheduling, Tracking and Talent Acquisition & Resourcing.

TECHNICAL SKILLS:

• Lean Six Sigma
• Design for Six Sigma (DFSS)
• Process Modeling
• Statistical data analysis
• Comparative study
• Agile/Waterfall
• Banking/Insurance
• Retail
• Manufacturing
• Travel Tourism & Hospitality (TTH)
• Win 10, XP
• Oracle 11i
• PeopleSoft 8.9
• OHM
• MetaStorm ProVision 6.2
• MS Visio iGrafx
• IBM Blueworks
• Minitab
• Automation Anywhere
• Clarity eFast
• Jira/Kanban

PROFESSIONAL EXPERIENCE:

Confidential, San Antonio, TX

Senior Business Consultant / Process Engineer / Business Analyst

Responsibilities:

• Involved in Taxonomy Development where work was organized into framework of Experiences, Business Deliverables and Processes driven by Member, Employee and Business Needs through Human Centered Design methodology and apply concept of Minimum Viable Product (MVP)
• Facilitated Documentation where the control environment and scope is fully understood and assisted Experience Owner (EO)/Business Deliverable Owner (BDO)/ Process Owners (PO) and Business POCs in gathering or creating process information (procedures, existing maps) to help complete their documentation activities
• Created High-level view/Visual tool (SIPOC) for documenting the processes in Experience/Business deliverable from beginning to end as well as understand the entry and exit points of processes to ensure there is no scope creep
• Created detailed view (L3/L4 AS-IS Experience and Process-level Maps) that visually describes the flow of work and potential risk areas with help of Process Owners and understand upstream and downstream interactions as well as the handoffs and impacts to other experiences and shared process
• Supported in documenting Summary Page:
• Gathered all member communications associated with process (letters triggered by process and any SLOs surrounding them)
• Gather all Work Aids/KDs associated with the process
• Documented KPIs/KRIs associated with the process to measure business success
• Supported Experience Owner (EO)/Business Deliverable Owner (BDO) to work with Legal team to obtain Regulatory Requirements to ensure compliance and also worked with Process Owners (POs) to document Operational/Strategic requirements
• Supported in documenting Risks and Control Inventory (RCI):
• Documented Business Objectives for each processes based on SMART goals with success measures
• Identification of Specific Risks that exists in the process based on requirements and mitigate these risks through Control-Mapping or document Issue/Gap if currently no controls exists.
• Documented High Risk Manual Process (HRMP) after performing Process Risk Assessment (PRAs) which may be due to lack of appropriate controls, poorly designed controls, controls not being tested or ineffective control tests
• Identified areas of employee/member pain points to improve the process through Process Improvements (PI) opportunities and make it leaner, more compliant and less intrusive
• Helped Experience Owner (EO)/Business Deliverable Owner (BDO) to submit Taxonomy Change Request (TCR) for any changes in processes and ownership
• Once documentation is complete, worked with PMO team to initiate QC Feedback process and ensure it is completed by all Voting Partners
• Supported Experience Owner (EO)/Business Deliverable Owner (BDO) in getting Experience/Business Deliverable towards Assessment by demonstrating the understanding of the work done
• Performed Annual Cycle Review/ Sustainment by ensuring artifacts continues to reflect the current state, accounting for changes in the business and continues to meet established documentation standards
• Piloted Go Quicker Methodology or DE Blitz Approach with leaner and standardized approach for documentation and assessment. Successfully completed pilot experience based on agile framework (in Iterations) and pull system with minimal time and concentrated efforts
• Acted as PX Lead and Documentation/Iteration Lead role by collaborating with Experience Owner (EO)/Business Deliverable Owner (BDO)/ Process Owners (POs) and various stake-holders like BCM, Risk 2.0 (2nd Life of Defense Risk), Compliance and Legal in driving, and supporting for documentation and assessment.
• Supported various area in Life like Survivorship, Life and Health Insurance, Advice Tools, Actuary, Product Management, Life Operations, Business Risk and Control Management (BRCM), etc

Environment: & Tools: Windows 10, XP, iGrafx, Templates, Kanban, etc.

Confidential, San Antonio, TX

Senior Business Consultant / Process Engineer / Business Analyst

Responsibilities:

• Supported various Process Improvement projects like Green Belt/Black Belt (DMAIC/DMADV), Process Re-engineering, Tool Migration, Digitization, etc that deliver measurable business results and benefits
• Extensive process documentation experience in creating SIPOCs, Process Maps at L3/L4/L5/L6 level (AS-IS and TO-BE), VSM, RACI chart, Pugh/Decision matrix, gathering VOC/VOB and converting into CTQs
• Utilized Domain knowledge (Life/Health Insurance and Annuities), process expertise and industry’s best practices to identify opportunities to enhance and improve Customer Experience and Project Performance
• Networked with various internal and external stakeholders for Brainstorming and generation of ideas as well as conducted interviews and gathered data
• Analyzed data and performed Gap Analysis to make recommendations for resolution through PX, RPA or IT projects. Also identified various pain areas within the process which can be simplified and automated through process change and building RPA or IT driven solutions
• Assisted in identifying reports, journals and other market data for in corporation into overall Competitive Intelligence (CI) analysis and Best Practices
• Executed Data and Statistical Analysis like Cost Benefit Analysis, Pareto, Cause and Effect Matrix, Failure Mode Effect Analysis (FMEA), Quantitative Analysis (such as: Histogram Analysis, Hypothesis Testing, ANOVA, Measurement System Analysis - Gage R&R, Regression and Correlation, SPC Control Charts) and other Lean Six Sigma / Business Process Management Techniques
• Defined business metrics through Data Collection Plan (DCP) and supported in Management Routines by designing and developing Business Performance Dashboard
• Supported in creating and/or updating SOPs and Work Aids/KDs
• Performed project evaluation (financial and non-financial benefits) by completing Business Case Analysis (BCAs)
• Supported various Process Improvement and Design projects:
• Modernization Project - Electronic Medical Records(EMR), Fast track Underwriting
• Automation Project - Life Operations Document Automation Project
• Process Improvement project - Increase Bench Strength and Reduce WIP for Underwriting team
• New Product Launch/Design - ETFs
• Digitization - Life Claims
• Delivered various process improvements measured in terms of:
• Reduction in cycle time and cost
• Improvement in Process Quality
• Financial Benefits associated with these improvements
• Improving Employee and Member experience

Environment: & Tools: Windows 10, XP, iGrafx, Templates, Minitab, Automation Anywhere, Kanban, etc.

Confidential, San Antonio, TX

Senior Business Consultant / Process Engineer / Business Analyst

Responsibilities:

• Collaborated with various stake-holders like Project Leads/Experience Owners for respective products along with Business SMEs as well as BCM, Risk 2.0 (2nd Life of Defense Risk), Compliance, Legal, Audit and other partners
• Documented, assessed and comprehensively reviewed processes, controls and member commitments by performing a risk-based analysis and review across each product
• Created E2E Value Chain which outlines the functional areas of each products and show product view of all work streams right from product development until closure or claims (Product Development, Actuary, Marketing/Distribution, Acquisitions/Fulfillment, Servicing, Claims)
• Identified areas of higher risk for non-compliance (Hot Spots) through Multiple brainstorming sessions with focus on terms and conditions or consumer protection regulations within the Value Chain
• Evaluated potential Hot Spot Candidates based on key risk criteria and provided a score to prioritize those areas with higher risk through Pugh/Decision Matrix
• Performed analysis of prioritized Hot Spots through FMEA and Action Plans by identifying the failures, determining root causes and assessing the risk level of each high risk area which resulted in creation of Issues and Action Plans for continued risk mitigation
• Performed Marketing Review of marketing collaterals sent to associated audience through direct mail and email against State approved copies and laws and regulations for Marketing
• Reviewed Terms and Conditions (T&Cs)/Consumer Protection Laws and Regulations against the T&Cs material that automatically comes with the policy
• Summarized E2E program and results for all three products by publishing White Paper and the output will support and expedite the adherence to risk and compliance programs
• Contributed various value-additions:
• Metrics and Visual Dashboard for effective and efficient tracking
• Kanban Board (Status Reporting) on regular basis
• RACI Matrix
• QC Checklist (meets the quality standard)
• Retrospective through Best Practices and learning across 3 products
• Standardized templates

Environment: &Tools: Windows 10, XP, iGrafx, Templates, Kanban, etc.

Confidential, San Antonio, TX

Senior Process Engineer / Business Analyst

Responsibilities:

• Conducted workshops with SMEs and Stakeholders to develop a foundational understanding of the process and create SIPOC and AS-IS/Current State process maps (L5/L6 process-level maps) in BPM tool DEFINE
• Gathered and analyzed VOC/VOB by identifying pain points/issues within existing process and identifying process improvement opportunities outside the project scope. Converted these VOMs/VOBs into measurable characteristics by defining CTQs DEFINE
• Identified L5 Operational metrics with baseline/target details and ensure metrics align to L3 KPIs (Review industry data and available Competitive Intelligence (CI) to develop list of recommended operational metrics and define Specification limits based on Market Benchmarking) MEASURE & ANALYZE
• Partnered with D&A team to review the list and gather baseline metrics to measure process performance before/after platform migration and develop a Data Collection and Control Plan in-line with CxO Priorities MEASURE & ANALYZE
• Designed TO-BE/Future State process maps (L5/L6 process-level maps) by conducting workshops for Brainstorming/Idea Generation (Process Re-engineering) and optimizing processes within the constraints of maintaining an out-of-the-box, evergreen technology thus enabling Agile teams in Requirement Writing DESIGN
• Supported Business Application Team in maintaining inventory of business engine rules DESIGN
• Developed Process Inventories by gathering artifacts (forms, reports, templates, communication, documentation) used in AS-IS process and determine their usage in TO-BE process DESIGN
• Captured Risks and identified Controls to create new RCSA testing framework and reviewed process documents with enterprise partners to ensure compliance of laws and regulations DESIGN
• Involved in review and approval of finalized process with Senior Stakeholders and ensured all information is accurate and complete VERIFY
• Validated project benefits by performing before and after comparison (Time and Motion study, Manual vs. Automated comparison, etc)
• Drived Platform Migration in “The Process” way by analyzing AS-IS processes and TO-BE state for Requirements gathering and IT implementation (GAP Analysis)
• Participated in PI Sessions and break down the work based on priority resulting in faster product delivery. Utilized SAFe Agile approach for this complex journey (Work stream -> EPIC -> Features -> Stories) and worked on each iteration followed by user feedback
• Attended several meetings and workshops with a diverse team consisting of Business Manager, Process Owners, System Configurators, IT/Tech Leads, Product Management, Scrum Master and provided feedback accordingly.

Environment: & Tools: Windows 10, XP, iGrafx, Templates, Minitab, Kanban/Jira, etc.

Confidential

Computer System Analyst/Business Analyst

Responsibilities:

• Develop Proof of Concepts of BPM methodology around MetaStorm ProVision tool
• Provided support for process optimization initiatives for various Insurance customers. Developed AS-IS Process flows, identified opportunities for improvement and provided recommendations for process improvement
• Understand the AS-IS process & work towards TO-BE Process
• Gather business requirements from various stakeholders
• Analyze the system enhancement undertaken to ensure all the recommendations have been implemented
• To remove Non-Value adding steps in the processes and increase productivity using Lean Six Sigma (LSS) framework
• Standardize the process across business channels through value stream mapping
• Ensure the timely delivery of different project milestones
• Assist in developing and documenting system requirements Recommending and implementing a roadmap to achieve excellence
• Develop TO-BE process models, capture application/Key stroke level details in the maps and create process documentation describing activities for each role
• Designing and running a wide variety of scenarios using simulations thereby revealing weaknesses within those processes, as well as opportunities to improve their throughput, and scalability
• Worked on enhancing the BPM (Business Process Management) methodology and solution accelerators that will help adopt a process driven approach, define business requirements using process models and accelerate IT development

Environment: & Tools: Windows XP, MS Visio, MetaStorm ProVision 6.2, iGrafx, IBM Blueworks, Minitab, Kanban, etc.

Confidential, Manila, Philippines

Transition Lead/ Subject Matter Expert (SME)

Responsibilities:

• Underwent onshore for 4 weeks in Atlanta, USA for Accounts Receivable processes.
• Led a team of 8 associates in BPM Transition team for Cash Application process for day to day operations, Audit, handling various MIS, Innovation as well as system enhancement Projects.
• Performed QC/Operational Control testing of the process done by the team as per defined parameters by the client and ensuring the accuracy levels are achieved with no defects or less risk.
• Co-ordinating with team members regarding defects in QC by identifying the gaps and imparting to ensure more accuracy.
• Documenting current procedures and preparing SOPs, Process Maps, FMEA, Other Quality Documents.
• Involved in UAT and SIT testing for internal tools (eFast) for go-live phase of the project in the Collection domain.
• Prepare Test Scripts and Test Cases basis the business scenario to test end to end Functionality of the internal tools (eFast).
• Execution of Test Cases in migrated system and highlight defects.
• Preparing materials for the off-shore team and conducting the s for Go-Live.
• Point of Contact between onshore and offshore teams.
• Status reporting to various stakeholders of the project in timely manner.
• Improve & standardize the processes which are being transitioned As-Is and recommendation to the transition team for gaps identified in processes and recommendation of To-Be maps.
• Attend the regular client call and discuss the weekly status with the client and risk impact & analysis.

Environment: & Tools: Windows XP, OHM, eFast, MS Visio, MetaStorm ProVision 6.2, etc.

Confidential

Financial Analyst (FPNA)

Responsibilities:

• Reconciliation of AP file with the current month accrual file on weekly basis.
• Reconciliation of final GL file with the accruals and preparing the final accrual file for invoices not received in AP and GL file. After validation, upload the same in PeopleSoft.
• After final close, prepare variance analysis report with comments by analyzing actuals in GL file with Budget as well as accrual file. After review by client’s management, upload the same in Clarity.

Environment: & Tools: Windows XP, PeopleSoft 8.9, Clarity, etc.

Confidential

Accounts Receivables Specialist

Responsibilities:

• Downloading files from bank site into Oracle and reconciliation of Daily Lockbox balancing. Cash Application of funds received in bank via-ACH, Wire, Lockbox, Credit Card and Non-AR receipts. RespondingWeekly Activities - AR to GL transfer (Sub-Ledger flow to General Ledger after re-class and correction), Mis-routed Payments (transferring funds to respective BU’s every week on consolidated basis after their confirmation)
• Period close and generating Aging & other reports. Passing Journal Entries (JVs) - Reversal (Accruals) and Non-Reversal Entries
• Cash flow projection and Analysis of outstanding items on monthly basis. Follow-ups on Unapplied and Unidentified items lying in Suspense account and reducing the same.

Environment: & Tools: Windows XP, Oracle 11i, FTP Server, etc.