Aswathi Menon

• As Business Analyst in Customer Service and Engagement Squad at Al Hilal Bank, performed risk assessment on potential projects, enabling informed decision-making by senior management. Analyzed existing processes and proposed new solutions aimed at reducing costs, improving service levels, and increasing Net Promoter Score (NPS) by enhancing customer experience through innovative communication and engagement strategies. Below are few recent projects to list few
  
  •Spearheaded change management initiatives for seamless integration of new Customer RE-KYC CRM workflow into existing digital banking environments, minimizing disruption to daily operations and improving service level agreements (SLA) by 40 %
  •Improved overall project efficiency by identifying high-volume transactions to migrate communication channel from SMS to in-app push notifications, retaining SMS as fallback for undelivered messages. This initiative resulted in 25% reduction in SMS costs for business by ensuring enhanced customer experience
  •Enhanced team collaboration with cross-functional departments to eliciting requirements for Digital Banking Mobile App's Customer Suggestions feature and achieve valuable insights into customer aspirations and preferences
  •Created cross-selling opportunities for bank by eliciting, specifying and configuring targeted audience groups to implement personalized campaign for digital banking customers, utilizing AI-powered Dynamic Yield platform

• Improved overall production efficiency by identifying and resolving quality control issues.
• Enhanced product quality by conducting thorough analyses and implementing corrective actions.
• Inspected items and compared against standards to meet regulatory requirements.
• Evaluated risks associated with potential changes in processes or materials, mitigating negative impacts on final products.

Developed call logging system from conception to completion, successfully meeting deadlines while staying within budget constraints.

Led software development lifecycle for various systems using Oracle Forms & Developer

Developed user-friendly interfaces for web applications, improving user experience and satisfaction.