Amit Sehgal

Delivering strategic analysis and Agile delivery for complex digital transformation initiatives across mobile banking, identity governance, onboarding, and cross-system integrations. Adept at improving processes, aligning stakeholder expectations, and driving digital enhancements through end-to-end requirements management and Agile practices.

• Evaluated and re-engineered end-to-end business processes across onboarding, identity management, and banking platforms—resulting in improved delivery speed, reduced manual work, and streamlined operations.
• Defined and managed functional and non-functional requirements using Jira and Confluence, supported by traceability matrices, user story mapping, and MoSCoW prioritization techniques.
• Facilitated Agile ceremonies including sprint planning, retrospectives, backlog refinement, and estimation workshops (Fibonacci, T-shirt sizing), improving delivery consistency and team velocity.
• Led discovery-to-delivery execution for app content remediation and onboarding workflows, producing detailed Jira stories, impact diagrams, flowcharts, and acceptance criteria.
• Authored SOPs and reusable BAU templates for sustainable compliance, onboarding standardization, and ongoing process optimization.
• Delivered a full Identity & Access Management (IAM) migration from SailPoint/CyberArk to Identity.CBA, validating over 500 roles and privileged access datasets, and supporting connector testing and onboarding.
• Developed a cross-system go-live roadmap using PowerPoint, Excel, and Jira, aligning third-party and internal system timelines for a successful synchronized release.
• Conducted stakeholder interviews and workshops across squads to gather requirements, clarify scope, and ensure alignment with business objectives and customer needs.
• Supported UAT by defining testable acceptance criteria, coordinating with QA teams, and ensuring traceability from user stories through to production.
• Presented strategic project insights at leadership showcases and the FOBA festival, tailoring communication to both technical and executive audiences.
• Mentored junior analysts, contributed to ECBA study sessions, and promoted cross-squad knowledge sharing and continuous improvement.
• Partnered with Change Managers to drive change readiness, stakeholder Engagement Communication, training materials, and successful adoption of new systems and features.

Key Achievements:

• Reduced onboarding support queries by 40% by co-authoring the Easy Banking Guide, adopted company-wide as a self-service reference.
• Enabled risk-free access decommissioning for 500+ roles as part of IAM migration, improving compliance posture and access control.
• Streamlined app content removal in a single release by leading Agile estimation and coordination across product, dev, and testing teams.
• Aligned cross-system deployments with a concise go-live roadmap, helping senior leadership make informed release decisions.

• Analyze bank requirements and associated processes through document analysis and colleague interviews.
• Evaluate business processes by anticipating requirements, identifying areas for improvement, and developing and implementing solutions.
• Analyze key business factors driving results and summaries findings into presentations.
• Conduct interviews with key business users to gather information on business processes and user requirements.
• Lead ongoing reviews of business processes and design new configuration solutions to meet evolving business needs.
• Support technical solutions for systems including Genesis, Optimist, F65, SMART, BRGS, HOST, Genius, Nova Business Lendnet, Retail Lendnet, Base24, CPS, and Control-D reports.
• Monitor timely resolution of second-level escalated inquiries, provide regular updates, and communicate outcomes to frontline colleagues.
• Minimize business impact from change by managing and reporting timely data analysis to various stakeholders.
• Apply advanced problem-solving skills to analyze and resolve issues affecting business operations and performance.
• Educate colleagues on using self-help tools (e.g., Genius) by creating innovative, user-friendly training tools and materials.
• Engage in projects and release cycles, acting as a key point of reference for impacts, feedback, and technical guidance.
• Maintain extensive knowledge of company products and services to deliver expert support and insights.
• Improve business direction by prioritizing customer needs and implementing changes based on feedback.
• Focus on delivering 'first point of resolution' outcomes through continuous improvement and deep product/system knowledge.

Key Achievements

• CI Champion: Supported colleagues in turning ideas into successful Continuous Improvement initiatives; presented own idea to an audience of 200+ and was voted 2nd among all tech submissions.
• Subject Matter Expert (SME) and Working Group Member on key projects including E-Statement, CRS, NOVA, and HIOSA, providing input pre- and post-release.

Branch operations, customer engagement, sales performance, and team development in a high-volume banking environment. Delivered strong business growth, enhanced customer satisfaction, and supported enterprise projects through leadership and operational excellence.

• Developed and executed branch-level sales, service, and training strategies to exceed revenue, loan origination, and customer satisfaction targets.
• Oversaw day-to-day operations including floor management, customer servicing, team scheduling, and branch compliance.
• Built long-term client relationships through strong product knowledge, mortgage/personal lending support, and needs-based consultations.
• Originated, reviewed, and submitted loan applications for underwriting and approval; ensured adherence to lending policies and privacy regulations.
• Trained, mentored, and evaluated staff performance; led regular team meetings and facilitated individual coaching to improve results and engagement.
• Recruited and onboarded high-performing staff, improving overall talent capability and retention.
• Coordinated community engagement, in-branch promotions, and cross-functional support initiatives to enhance brand presence and customer loyalty.
• Resolved complex complaints and escalations with professionalism and empathy, enhancing the customer experience.
• Maintained strict adherence to internal controls, risk procedures, and regulatory compliance requirements.

Key Achievements:

• Closed $1 million in new business, earning Employee of the Quarter for service and performance.
• Designed an automated pulse board, reducing data retrieval time from 1 hour to 5 minutes and improving team transparency.
• SME contributor on enterprise projects including E-Statements, CRS, NOVA, and HIOSA, representing the branch in technology and service rollouts.
• Led the top-performing branch in the South Zone, achieving highest customer satisfaction scores and exceeding quarterly KPIs.
• Drove continuous improvement culture by providing feedback to head office on policy impacts, influencing future releases and branch readiness.

Specialisations: Change Management │ Organisational Development │ Strategic Leadership │ International Business
Project Highlights:
• Led leadership workshop (Buildex WA) to improve engagement and decision-making
• Aligned business operations with core values to enhance culture and service delivery
• Benchmarked hospitality market to recommend competitive CX strategies

• Managed service delivery, sales operations, and a 12-member team; achieved 5x sales target growth, led crisis resolution strategies, and earned promotion to manager through top-tier performance.

• Managed B2C and corporate relationships, consistently exceeded sales targets by 5x, and delivered marketing campaigns and personalized service across travel and loyalty offerings.

Directed daily operations, financial oversight, and sales strategy across market segments, driving productivity, mitigating business risks, and ensuring full compliance with regulatory standards.