Bhawna Nagpal
Melbourne,VIC
Summary
An experienced leader with a proven track record of effectively leading and mentoring teams of Business Analysts in dynamic environments. Excels in task allocation, workload management, and fostering team growth. Provides expert guidance on methods and tools, ensuring the delivery of high-quality work. Expertise lies in developing business architectures, defining process categorizations, and driving process designs to achieve business objectives. Collaborates closely with stakeholders to define business needs and lead the development of business case documentation. Dedicated to implementing best practices and methodologies to enhance project outcomes and drive continuous improvement.
Overview
20
20
years of professional experience
Work History
Senior Business Analyst
Programmed
05.2022 - Current
- Lead and supervise a team of 7 Business Analysts (direct reports) and 3 interstate analysts (dotted line reports), ensuring efficient task allocation and workload management.
- Provide guidance, mentoring, and support to facilitate team growth and capability building.
- Collaborate closely with Product Owners to define and prioritize backlog based on business goals and user needs.
- Align business objectives with development efforts through effective backlog management and process design.
- Develop the vision and purpose of the Business Analyst Team, fostering a culture of continuous improvement.
- Assign tasks and projects, optimize resource allocation, and ensure achievement of project milestones.
- Conduct regular performance evaluations, provide actionable feedback, and identify opportunities for professional development.
- Collaborate with stakeholders to define project objectives, scope, and requirements.
- Develop and execute project plans aligned with organizational goals and timelines.
- Implement business analysis methodologies and best practices to enhance project outcomes.
- Lead the gathering and documentation of business requirements, ensuring alignment with business needs.
- Conduct thorough analysis of business processes, identify gaps, and recommend improvements.
- Facilitate workshops and meetings to elicit requirements and ensure stakeholder buy-in.
- Manage stakeholder expectations through transparent communication and timely updates.
- Collaborate with cross-functional teams to ensure a cohesive approach to project delivery.
- Implement measurable metrics to track team performance and delivery of requirement artifacts.
- Conduct capacity planning exercises to optimize resource allocation based on historical data and forecasted demands.
Business Analyst
WilldooIT
10.2020 - 04.2022
- Managing full ERP implementation (inception, design, development, testing and deployment)
- Organizing requirement-gathering workshops and scoping sessions to obtain a comprehensive understanding of business needs and strategies
- Using various business analysis techniques such as brainstorming, focus groups, gap analysis etc
- To capture and elicit requirements for business needs
- Document relevant business workflows to ensure solutions are fit-to-purpose
- Timely, accurate and clear communication to customers and stakeholders
- Effectively and concisely document requirements for developers and testers
- Partnering effectively with other parts of business (e.g., Technology, Operations) and external vendors/customers
- Creating user and training documentation, and conducting formal training classes
- Influence timely decision making to ensure the involved stakeholders are enabled to deliver as effectively as possible
- Ensuring appropriate considerations of costs, review processes, and implementing suggestions for cost effective solutions
- Systems configuration, support of testing phases, and applying fixes for the issues raised during testing, and postproduction
- Supporting the change management process by proactively identifying and raising risks
- Ensuring compliance with company's policies, processes, and standards in system design.
Business Analyst
Baron Forge
04.2017 - 12.2019
- Gather, organize, and synthesize large amounts of information from various sources
- Working with stakeholders to understand their needs, concerns, and the environment
- Effectively communicating requirements to stakeholders, managing conflicts, issues, and changes to ensure that stakeholders and project team members remain in agreement on solution scope
- Assessing and documenting the current state of business to identify and recommend improvements and verification and validation of resulting requirements
- Identifying and managing gaps, determining the effectiveness of proposed solutions, and developing Business Requirements documents and models
- Timely, accurate and clear communication to customers and stakeholders
- Driving process improvement, streamlining communication and the flow of information
- Documenting the changes and business processes for training purposes.
Customer Service Team Leader
Baron Forge
01.2013 - 03.2017
- Lead team of 5 & responsible for their coaching & development to ensure KPIs are met
- Manage call quality & process adherence -random call monitoring, track staff performance
- Managed adequate coverage for call volume
- Coordinated with other departments throughout the organization on special projects
- Established new processes & procedures for new hire training
- Manage incident prioritization process
- Received & resolved escalation level calls
- Conduct team's performance reviews
- Created incentives within team to motivate in meeting weekly goals & boost team morale.
Senior Team Leader - Customer Service
Convergys India Service Pty. LTD
02.2011 - 02.2012
- Team Lead of 15 members & responsible for growth, development & career advancement through effective coaching, counselling, motivation & feedback
- Responsible for performance monitoring & measurement in line with company targets & set KPI
- Perform weekly calibration with clients to check adherence to SLA & bridging gaps
- Streamline Process Improvement of Customer Service in the Division
- Perform process review & facilitate change to drive continuous process improvement
- Handling new customer enquiries & acting as the face of the business
- Liaise with other Team Leaders to cohesively integrate them with the organization's vision & core values
- Maintaining & updating a daily tracker for team performance, taking escalated/supervisory calls
- Prepare & review scorecard with team members
- This includes the strengths & areas of opportunities for the member including GOALS for the next month
- Planning & Business Development
- Hiring/recruiting candidates for the program
- Recruiting, developing & retaining staff Coordinating with cross functional departments to ensure effective resolution of team's issue.
Customer Service Team Leader
Convergys India Service Pty. LTD
06.2007 - 01.2011
- Leading a team of 23 members & responsible for the coaching, development, mentoring & motivation of the entire team to achieve best results & their professional & personal development
- Ensuring adherence to the Client SLAs
- Interacting with Clients & regular reporting on Process Performance
- Coordinating with cross functional departments to ensure effective resolution of team's issues
- Taking team huddles for verbal communication of reports, updates, contests & recognition
- Monitoring individual & team performance & evaluating measures for consistent improvement.
Senior Customer Service Officer
Convergys India Service Pty. LTD
05.2004 - 05.2007
- Interfaced with customer through telephone, e-mail & face-to face mode
- Responded promptly & accurately to customer inquiries
- Resolved all customer issues in their best interest
- Obtained & evaluated all relevant information to support customer issues
- Ensured customer retention through regular contacts
- Managed & updated customer's accounts efficiently.
Education
Post Graduate Diploma Business Administration (MBA) -
Symbiosis
Diploma in Business Management -
ICFAI
Bachelor's degree in Commerce -
Delhi University
Skills
- Planning and Engagement with Stakeholders
- Business process improvement
- Data Analysis Expertise
- Process Development
- Cost-benefit analysis
- Forecasting and planning
- Project Management
- Critical thinking abilities
- Negotiation
- Agile framework
- Operational Reporting
- Scope Definition
Personal Qualifications
- Post Graduate Diploma Business Administration (MBA), Symbiosis, Pune, 2007-2009
- Diploma in Business Management, ICFAI, Hyderabad, 2004-2006
- Bachelor's degree in Commerce, Delhi University, New Delhi, 2001-2004
Personal Information
Residency: Citizen
Timeline
Senior Business Analyst
Programmed
05.2022 - Current
Business Analyst
WilldooIT
10.2020 - 04.2022
Business Analyst
Baron Forge
04.2017 - 12.2019
Customer Service Team Leader
Baron Forge
01.2013 - 03.2017
Senior Team Leader - Customer Service
Convergys India Service Pty. LTD
02.2011 - 02.2012
Customer Service Team Leader
Convergys India Service Pty. LTD
06.2007 - 01.2011
Senior Customer Service Officer
Convergys India Service Pty. LTD
05.2004 - 05.2007
Post Graduate Diploma Business Administration (MBA) -
Symbiosis
Diploma in Business Management -
ICFAI
Bachelor's degree in Commerce -
Delhi University
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