Aswathi Menon
Business Analyst
Abu Dhabi,Abu Dhabi
Summary
Seasoned collaborator with 24 years of software project management experience in meeting needs, improving processes and driving success in fast-paced environments. Equipped with strong problem-solving ,communication and task prioritization skills. Expert in CRM MS Dynamics 365 and adept at stakeholder management, transforming complex requirements into actionable solutions. Background also includes significant contributions in software development and quality control, ensuring high-quality product delivery and improved user experiences. Seasoned Business Analyst offering 16 years of Banking industry success. With proven track record in user acceptance testing and end-user training. Accomplished at leveraging past lessons to inform future decision-making.
Overview
24
24
years of professional experience
6
6
years of post-secondary education
6
6
Certifications
Work History
Business Analyst [Specialist, Process Improvement]
Al Hilal Digital Bank
Abu Dhabi
2022.01 - 2024.09
- 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
Quality Control Analyst
Al Hilal Bank
Abu Dhabi
2008.05 - 2021.12
- 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.
Information Management Engineer
Schlumberger Middle East S.A.
Abu Dhabi
2004.12 - 2008.02
Developed call logging system from conception to completion, successfully meeting deadlines while staying within budget constraints.
Software Developer
Site Computer
Abu Dhabi
2002.02 - 2004.05
Led software development lifecycle for various systems using Oracle Forms & Developer
Java Developer
Palnar Transmedia Pvt Ltd TECHNOPARK
Kerala
2000.07 - 2001.05
Developed user-friendly interfaces for web applications, improving user experience and satisfaction.
Education
Master of Science - Computer Applications Development
School of Technology And Applied Sciences
Edappally,Kerala,India 1996.08 - 1999.08
Bachelor of Science - Chemistry
Sacred Heart College
Thevara, Ernakulam, Kerala 1993.08 - 1996.07
Skills
Software development life cycle
Business process improvement
Requirements Gathering
Project Management
CRM Systems
Retail Banking Process
Problem Solving
User Acceptance Testing
SQL Proficiency
Certification
PSPO Professional Scrum Product Owner
Timeline
PSPO Professional Scrum Product Owner
2023-12
Business Analyst [Specialist, Process Improvement]
Al Hilal Digital Bank
2022.01 - 2024.09
PSM1 Professional Scrum Master 1
2022-01
ISTQB Certified Tester Foundation Level
2017-06
PMP Project Management Professional
2015-12
Project Management Professional
2015-03
Quality Control Analyst
Al Hilal Bank
2008.05 - 2021.12
Information Management Engineer
Schlumberger Middle East S.A.
2004.12 - 2008.02
Software Developer
Site Computer
2002.02 - 2004.05
Java Developer
Palnar Transmedia Pvt Ltd TECHNOPARK
2000.07 - 2001.05
Sun Certified Java Developer
2000-06
Master of Science - Computer Applications Development
School of Technology And Applied Sciences
1996.08 - 1999.08
Bachelor of Science - Chemistry
Sacred Heart College
1993.08 - 1996.07