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Click here or scroll down to respond to this candidateCandidate's Name
Scrum Master / Lead Business AnalystPh :PHONE NUMBER AVAILABLE E-mail ID : EMAIL AVAILABLEAn accomplished Scrum Master /LeadBusiness Analyst having around 10years of experience in the Healthcare, Banking and Financial Domain, including progressive roles in the Agile/Scrum &SDLC. Overall having around 18 years of experience in Customer Service, Contact Centre operations, Business Analysis & Scrum. Actively Collaborate across the organization creating product strategies, roadmaps and plans focused on supporting the business strategy. Excellent team leader skilled in managing people and processes while developing motivated, high performing staff eager to take on challenges and work collaboratively to contribute to the organization's growth plan.Key Skills:Agile development & best practicesScrum (CSM)Project ManagementStakeholder / Vendor ManagementResource ManagementBusiness AnalysisEscalation ManagementBuild & Release ManagementClient Relationship ManagementChange ManagementProblem ManagementRisk ManagementSLA managementExperienced mentorCertified Scrum MasterSLA ManagementProfessional Summary:Acted as a scrum master, leading the delivery of all sprints and interaction with product owners.Facilitated and participated in Sprint planning, design, and estimation.Monitored and track progress, prepare status reports, resolve issues, coordinate tasks, and activities directed toward completing the project goals.Conducted Scrum Daily standup, Product backlog, Sprint Planning, Sprint Review & Sprint Retrospective meetings.Manage each projects scope and timelineClosely worked with product owners to ensure understanding of user stories and keeping the backlog groomed.Monitored the Sprint Burndown and Conducted daily SCRUM calls and reviews of the developed products, encouraging open communication in the team.Help teams implement changes effectively and ensure deliverables are up to quality standards at the end of each sprintPrioritizing the user storiesAbility to manage workload within time sensitive deadlines in addition to handling multiple projects or tasks under minimal supervision.Worked with Product owner on Product Backlog, Spring Backlog, and Sprint Burndown, Release Burndown.Experience supporting the Enterprise Architecture, Business Process Management, IT Governance, product Management, Project Management, Change Management capabilities to ensure that all business needs, including future-oriented strategic developments, are balanced and prioritized to ensure maximum returns on investment.Expertise in implementing complete Software Development Life Cycle (SDLC) methodologies such as Agile (Scrum) and Waterfall.Lead all phases of Software Development Life Cycle (SDLC).Performing Business Process Analysis, Business Process Re-Engineering - In Depth understanding of the AS- IS and TO-BE business processes and experience in converting these requirements into technical specifications for preparing test plans.Proven excellence in handling technical and business discussions with equal command.Worked with other Scrum Masters to increase the effectiveness of the application of Agile Processes in the Organization.Successfully implemented Agile methodologies in multiple projects, resulting in a 30% increase in team productivity and faster delivery times.Strong understanding of project methodology (Waterfall, Agile) and knowledge of agile/ scrum frameworks.Monitored the Quality through metrics and mentored team through the project management processes.Facilitated sprint planning, retrospective, and sprint demos.Improved team velocity by incorporating capacity planning into sprint planning sessions.Assisted with and remove impediments for the support of local and remote personnel.Publicized the team's progress and successes to make sure they are highly visible to the product owners and stakeholders.Ensuring everyone POs, Developers and Testers have same understanding DoD.Educated team members in an agile methodology. Use of Clarity and Jira for tracking projects and tasks.Communicated with subject matter experts (both internal and external) to understand business needs and/or prevent/resolve issues.Coordinated and participated in weekly estimation meetings to provide high-level estimates (Story Points) for backlog items.Worked with the team to help them understand the business requirement.Facilitated Scrum of Scrum for offshore Scrum teams.Participated actively in the phases of the project with the business and development team.Coordinated operational issues and facilitating cross-team coordination.Technical Skillset:MethodologyAgile, Waterfall, Scrum, Kanban and other Agile Development TechniquesContent Management ToolsMS SharePoint, ConfluenceDocument creation/ManagementMS Office - Word, Excel (PowerPivot), Outlook, PowerPoint, MS Project, MS Share PointBusiness modeling toolsMS VisioDefect TrackingJIRA, HP Quality Center / ALM, RallyBA deliverablesCreated/ revised/ executed the following:Business Analysis Planning, Process Maps, Business Process Models,Requirements Specifications, Use Case Scenarios, User Acceptance Testing, Data Flow Diagrams, UI WireframesProfessional Experience:ClientSonic HealthcareRoleScrum MasterDurationNovember 2023 to PresentProject Description:Sonic Healthcare is a leading national healthcare solutions provider. It supports physicians, patients, and employers through the enhancement of pain management practices and promotion of better health through cutting edge clinical laboratory and genetics testing using state-of-the-art technologies. The project involved user interface development and Claims & Reimbursement processing.Responsibilities:Conducted JointApplication Development (JAD) sessions with stakeholders to elicit requirements.Documented and created Business Requirement document (BRD) and Functional Requirement document (FRD).Organized and facilitated Agile and Scrum meetings, which included Sprint planning, Daily Scrums or standups, Sprint Review and Sprint Retrospective.Created and maintained Product Increment, Product Backlog and Sprint Backlog defining new systems operations for the project.Facilitated User story grooming sessions. Helped the team in breaking down the Epics into User Stories and tasks.Coached team members on how to effectively use Kanban and Scaled Agile Framework values as a guide.Designed and developed various UML diagrams like Use cases, Activity diagram and Sequence diagram using VersionOne.Created swim lanes, wireframes, screen mock-ups using Balsamiq to present the visual view of the feature within the website.Played integral part in creating test plan, test scenarios and test cases.Overviewed end to end defect management. bug fixes, retesting, break fixes, impact analysis and production assurance.Worked with multiple teams to improve the overall claim and reimbursement processes.Worked on EDI transactions which are used for submitting and tracking claims and discussed the same with developers and testers.Create weekly reports to inform management about the status of the project. Used JIRA as the project management tool.Worked with multiple teams, both on site and off shore.Help in coordinating and managing various areas of the project and assist manager with the determination to finish the project on time and within budget.Worked closely with testers to create test cases and participated in UAT (User Acceptance Testing).Experience in Managing Custom Dashboards and designing of SDFC custom objects, custom fields, pick list, role-based page layouts, Workflow Alerts and Actions, and Approval Workflow, Validation Rules, Approval Processes, custom Tabs, custom reports, report folders, report extractions to various formats, design of Visual Force Pages, Snapshots, Dashboards, and Email generation according to application requirements.Worked with Salesforce CRM tool to access the customers entitlement, campaign management, lead management and contracts/services information.ClientHuntington BankRoleLead Business Analyst / Scrum MasterDurationJanuary 2019 to November 2023Description:Huntington bank is a diversified bank that provides a broad range of financial operations. Their online service allowed customers to carry out a standard banking operation such as bill payment, funds transfer between accounts, and balance checks. Their Online Mortgage Loan Processing system underwent enhancements, systems were defined and connected it to the credit history agencies, appraisal team, underwriters and proposed different options for approval of loans.Roles and responsibilities:Elicited, analyzed, specified, and validated the business needs of stakeholders, internal project sponsors and/or end users.Collaborated with project sponsors to determine project scope and vision.Led strategy, analysis, development of new functionality, requirements gathering, requirements documentation and executionAnalyzed and verified requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards.Managed and led a team of IT developers and product analysts globally.Acted as a primary liaison between IT, Business stakeholders and 3rd party vendors.Analyzed business processes to develop customized solutions to reduce costs, increase revenue and maximize the profits.Led sprint planning sessions, analysis workshops, requirements work sessions, test inspections and other project meetings throughout the project lifecycle.Assessed each scrum team member's responsibilities and delegated tasks.Applied agile methodology to shorten cycle time and achieve target margins.Researched emerging technologies and current trends to stay knowledgeable in methods that could benefit Scrum team.Led the development and launch of MVPs for multiple projects, enabling quick market entry and early user feedback.Developed comprehensive UAT plans, including test cases, scenarios, and scripts, to validate functional and non-functional requirements.Conducted UAT training and support for end-users, providing guidance and assistance to ensure thorough testing and feedback.Collaborated with product owners and stakeholders to identify and prioritize core features for the MVP, balancing scope, cost, and time constraints.Coached teams in Agile practices and provided necessary training to create positive mindset to Agile methodologies.Facilitated Scrum framework sprint planning, backlog grooming, daily scrums, sprint reviews and sprint retrospectives.Collaborated with product owners, team members, technologists and other scrum masters to define solutions and drive progress.Shielded scrum team from external interference for optimal productivity and success of Agile process.Proactively identified and found ways to resolve issues to prevent distractions and keep projects on track.Collaborated with cross-functional teams to prioritize and deliver high-quality features in two-week sprints, consistently meeting release deadlines.Planned Agile best practices and encouraged team cohesion, overcoming impediments and hurdles to productivity.Led Scrum ceremonies including daily stand-ups, sprint planning, sprint reviews, and retrospectives, ensuring continuous improvement and effective collaboration.Acted as a Scrum Master, removing impediments and facilitating communication between team members, stakeholders, and product owners.Responsible for scheduling, coordinating, iteration pre-planning, planning, definition and demonstration.Facilitating the daily scrum meetings, sprint planning, sprint review, and sprint retrospective.Work with stake holders / product owners to prioritize the user stories for a sprint. Manage the Product Backlog and Sprint Backlog.Involve the team members in Backlog refinement ceremony along with the Product Owners.Work with the team to understand the impediments/risks and help eliminate them.Help the product owners to elaborate the stories for better understanding for estimate and development.Ensure retrospective results are followed and documented to ensure that teams learn and improve with every iteration.Regular interactions with stakeholders/product management for identifying Release scope, Product backlogEnsured that Epics, User stories as part of Release/Product backlog are diligently created, groomed, and monitored in JIRA (used as project management tool).Tracked project execution status across releases by generating reports (burn-down charts/progress charts) in JIRAIdentified and shared the gaps (process & people) in existing project implementation and the corrective steps with senior management which was well accepted and implementedAgile (Scrum) methodology & Quality processes effectively across multiple development teams.ClientCapital OneRoleLead Business Analyst / Scrum MasterDurationAugust 2016 to December 2018Description:The application is front-end application, which is used by Account Executives (AE) to process an application for the customer, Underwriter (Senior and Junior) to take decision on the application depending on the customers input data. Account executives to close the loan to turn down the application depending on underwriters decision. The policy and compliance standards should be met using different engines.Roles and responsibilities:Promoted adoption of agile/scrum vision by team and enabled effective delivery of project goals by removing barriers, fostering understanding between teams and stakeholdersEnsured team and stakeholders' understanding of agile and Scrum constantly improved from sprint.Resolved impediments, conducted release planning sessions, refinement meetings, daily stand-ups, and retrospectives, planning sessions, besides creating information radiators.Developed plans and managed dependencies between Scrum teams and lines of businessCoached development teams in self-organization, continuous improvement, cross-functionality, dependency management, and conflict resolution to increase team efficiencyForecast and model the teams capacity for upcoming projectsMentored teams, PO and scrum Masters. Analyzed which Agile methodology will suit the Project.Educated teams to create Kanban and Scrum boards and maintaining it.Conducted Audits for project on agile implementation. Identify Risks in the Projects.Directing development team from project initiation phase through frequent releases.Educated team to use JIRA and Shared Point to manage daily work.Collect feedback from business users for features delivered in the Sprint and accommodate changes in further Sprints along with PO.Continuous discussion with PO to bring change which suits Project requirement and increase team velocity.Attend Scrum of Scrum to raise dependencies on other teams and see progress of other team to achievecommon goal.Educated team on Story points, planning poker for Sprint planning.Directing development team from project initiation phase through frequent releases.Educated team to use JIRA and Shared Point to manage daily work.Collect feedback from business users for features delivered in the Sprint and accommodate changes infurther Sprints along with PO.Educated team on Story points, planning poker for Sprint planning.Continuous discussion with PO to bring change which suits Project requirement and increase team velocity.Created and maintained Confluence page for the Application.Taken KT from Client side on Reporting module and became SME for the module.Created Documents with details technical/domain workflow.Preparing detail design, understanding business requirements.Updating documents on JIRA and maintain ALM to track changes.Anchored Agile Development methodology and conducted daily stand up scrum call with onsite and offshore participants.ClientSynchrony FinancialsRoleBusiness Operations ManagerDurationJune 2014 to August 2016Synchrony Financials is a diversified institution that provides a broad range of financial operations. The project involved working with numerous teams to enhance an enterprise Web-based interface system supporting primarily the loan origination and processing business areas. This application allowed users to maintain and set-up account information and many other business areas.Roles and responsibilities:Managed and monitored various scrum events through agile delivery process, worked closely with project manager, product owner and stakeholders to ensure their expectations are met.Conducted Gap Analysis for the system considering AS IS and TO BE features.Gathered requirements, developed Process Model and detailed Business Policies.Generated a streamline process and desired functionality of the new system by interacting with users, management, SME (Subject Matter Expert), stakeholders.Participated in techniques such as SPRINT planning, Product Backlog management, agile estimation, daily SCRUM, metrics such as Burn-down & Velocity charts, Sprint summary report, Sprint review/retro meetings etcConducted User Story grooming sessions.Broke down the business requirements into Epics and Features.Used Version One as the project management tool.Identified and solved problems using Root Cause, Pareto analysis.Maintained test plan/cases working with business teams- Had Exposure to quality center tools like AML.Developed user manuals, presentations and training manuals as per project specifications and timelines.Interacted with diverse and multiple teams to maintain the bottom line objectives.Provided overall project management to multiple projects successfully completing them on-schedule and on-budget.Built and managed a cohesive team to meet deliverables per project / track assigned.Provided customer support as required to meet service level agreements.Prepared the Business Workflow using MS-Visio with input, output, and Pre and Post conditions.Y-Axis Overseas Careers June 2012 to June 2014Client Relationship ManagerRoles &Responsibilities:Identifying, analyzing, and initiating the escalation process based on the escalation criteria specified by the organizationLinking the escalation task with incident problem records, identifying suitable service provider contacts, and finding the appropriate customer management services qualified for the taskAssembling the escalation management team which includes the incident owner, problem owner, and other professionals in the specified area of expertiseEstablishing accurate expectations from the escalating procedures, enforcing relief to the customers, and reviewing the situation appraisal formulated by the escalation team for ensuring the customer satisfaction throughout the escalation processInitiating hierarchical escalation process as per the incident management process, including senior authorities and asking for their support, if the need arisesUpdating and maintaining escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordinglyInforming the customer about the escalation performance metrics, reviewing the root cause of escalation for improving the escalation procedures, and maintaining compliance with the corporate and regional escalation policiesWorking closely to build and maintain close working relationship with clients.Delivering regular team communications and organizing weekly/monthly meetings.Attending regular progress meetings with Senior Managers and Directors.Key member of Client Relationship team and managed overall process of refund budgetCreate reports regarding employee productivity and efficiencyCompiled quarterly and monthly reports and department budgeting for Client Services and forecast.Developed SOPs, created performance objectives and monthly reports;Establish strong, long-term client relationshipsStrong negotiation skills with a problem-solving attitudeWhen appropriate, provide operational cover for absent Senior Managers.Worked as Legal coordinator for the Company. Single Point of Contact for all refund related queriesKarvy Computershare Private Limited, July 2009 October 2011Assistant ManagerRoles &Responsibilities:Key member of the UTI Mutual fund non-commercial transactions and managed overall process and customer service operations with a team of 25 members.Ensured increased customer satisfaction through 100% resolution of complaints attended by Officers through calls and E-Mails.Part of KYC team for UTI Mutual funds.Collaborated with compliance team to ensure that all the applications are as per the KYC standards.Ensured that the quality is maintained and was part of Quality Control team.Adhered to process guidelines suggested by SEBI, AMFI and AMC.Worked as Subject Matter Expert as well for all the teamsMonitored day to day operational activities and ensured the team deliverables; trained and guided the team members regarding the quality process and product.Delivered key performance indicators (KPIs) to staff at all levels.Conducted internal audits to ensure the teams are following the set guidelines.Proposed new enhancement initiatives for functional support, financial implications to provide risk free service to Asset Management Company.Ensured a high-quality customer experience, elevated customer satisfaction, while adhering to the SLAs and work processes and thus managing cost-effective operations.Achieved significant increase in overall customer satisfaction index.Implemented the process of Classifying Requests & Complaints according to statutory authorities.Implemented the process of closing bulk requests received for maximum utilization of resources.Standardised the templates so that customised information is sent to investors and ensured their usage.Conducted monthly assessment tests and product training sessions.Delivering regular team communications and organizing weekly/monthly meetings.Attending regular progress meetings with Senior Managers and Directors.ICICI Bank Ltd., April 2005 July 2009Customer Service ManagerRoles &Responsibilities:Handling repeated and escalated calls and ensuring the service recovery cases to be solved on priority.Monitoring calls, Deep Dive analysis and giving corrective and constructive feedback.Act as the liaison between key customers and internal teamsManaged complete customer service and support operations in the bank.Attended to 2nd level Escalations (sent to Senior Management) and conducted root cause analysis; assisted Officers in resolving the cases before any further delay.Led the team as Back up TL including training, feedbacks & preparation of action plans; acted as Team Tutor for Escalations Team.Compiled quarterly and monthly reports.Handled phishing mails as a point of contact in the team and managed queue of escalation mails.Delivering regular team communications and organizing weekly/monthly meetings.Education &Certifications:Masters in Commers from Osmania University. 2010Certified Scrum Master valid till October 2025Certified Scrum Product Owner Valid till December 2025NISM-Series-II-B: Registrars & Transfer Agents (Mutual Fund) Certification - 2012 2013NSDLs Certification in Depository Operations NCDO 2011 |
