Phanindra Regala
Sydney,Australia
Summary
Salesforce Lead Business Analyst with 9+ years of experience in Salesforce and nCino based solution implementation and 6 years of experience as Process executive in financial services domain. Experienced in delivering Salesforce Sales Cloud, Service Cloud, Experience Cloud, and enterprise integration solutions across automotive finance, banking, insurance, retail, and public sector domains. Strong experience in leading end-to-end project delivery including requirement elicitation workshops, impact analysis, solution design reviews, stakeholder management, vendor coordination, SIT/UAT support, and IT governance approvals. Good understanding of automotive finance business processes including dealer engagement, finance applications, customer retention journeys, lead management, and contract lifecycle integrations. Hands-on experience working on MuleSoft integration initiatives including batch processing, SFTP-based integrations, and enterprise system interoperability with Salesforce. Extensive experience in Salesforce out-of-the-box configurations including custom objects, custom fields, record types, page layouts, list views, reports, dashboards, workflows, and process automation. Good experience in Agile project delivery method. Strong analytical, problem-solving, communication, and stakeholder management skills with the ability to bridge business and technical teams effectively. Experienced working in fast-paced environments managing multiple projects and stakeholders while ensuring delivery aligned with enterprise IT governance standards.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Lead Consultant
Volkswagen Financial Services
Sydney, Australia
04.2025 - Current
- Working on Salesforce Sales Cloud, Experience Cloud, Marketing Cloud and MuleSoft integration initiatives for automotive finance and dealer engagement platforms across multiple vehicle brands including Volkswagen, Audi, Cupra, Skoda, Jaguar, and Land Rover.
- Collaborated with business stakeholders to conduct requirement elicitation workshops, understand high-level business requirements, and prepare HLR and functional design documentation for business sign-off.
- Worked on Salesforce Sales Cloud and Experience Cloud enhancements including Equity / Parity solutions for dealer portals to support customer retention and vehicle upgrade journeys.
- Supported the implementation of Lead and Opportunity management capabilities for finance enquiries originating from multiple automotive brand websites, including automated dealership assignment processes.
- Worked closely with vendors and technical teams on MuleSoft integration initiatives involving SFTP-based batch processing and contract data integration between CMS systems and Salesforce.
- Conducted discovery workshops, prepared as-is and to-be business process documentation, and facilitated requirement walkthrough sessions with vendors and development teams.
- Reviewed solution designs, Statements of Work (SOW), and technical approaches to ensure alignment with business requirements and enterprise IT standards.
- Acted as a bridge between business stakeholders, vendor development teams, testing teams, and IT governance teams for clarifications, gap analysis, and delivery coordination.
- Supported Agile project delivery activities including sprint planning, backlog discussions, demos, SIT coordination, and UAT engagement with business stakeholders.
- Ensured project deliverables complied with organizational IT governance policies, quality gates, and enterprise architecture standards.
- Developed strong functional and technical understanding of automotive finance processes, Salesforce platform capabilities, integration architecture, stakeholder management, and vendor management.
Lead Consultant
Katzion
Sydney, Australia
11.2023 - 03.2025
- The project involved implementing an Online Direct Sales (e-Commerce) platform for Audi, Singapore, leveraging Salesforce Sales Cloud and Community Cloud capabilities.
- Collaborated with key client stakeholders and internal teams to organize and facilitate discovery workshops, ensuring alignment on business goals and technical requirements.
- Gained an in-depth understanding of the automotive industry to tailor Salesforce solutions that addressed industry-specific challenges and Audi's strategic objectives.
- Transformed workshop discussions into detailed functional requirements, ensuring all business needs were captured accurately for development.
- Organized and led functional document review sessions with client stakeholders to secure requirement sign-offs and ensure alignment with business priorities.
- Worked with development teams to define and implement custom Salesforce objects, workflows, and automation, streamlining business processes and ensuring seamless integration with Audi's existing systems.
- Prioritized the Jira backlog based on client needs, conducted Agile sprint planning sessions, and provided detailed walkthroughs of requirements for cross-functional teams, including Development, QA, Integration, and UI/UX.
- Led and mentored a team of junior business analysts and developers, guiding the functional aspects of the project to ensure efficient delivery of high-quality solutions.
- Led training sessions for end-users, creating comprehensive materials and addressing user queries to facilitate smooth adoption of the platform and empower the client's teams to utilize Salesforce effectively.
Lead Business Analyst
Capgemini
Sydney, Australia
03.2023 - 10.2023
- The project involved implementing a customer experience portal and enhancing the existing case management process by leveraging Salesforce Service Cloud for McDonald's, a multinational fast-food chain.
- Led the analysis of existing business processes and facilitated requirements gathering sessions to identify key improvement areas.
- Collaborated with stakeholders to prioritize and manage Salesforce enhancement requests and define the scope of the project.
- Documented and prioritized user stories and business requirements, creating detailed functional specifications for Salesforce enhancements.
- Worked with cross-functional teams to design and implement Salesforce solutions, ensuring alignment with business objectives.
- Assisted in the integration of third-party applications with Salesforce, ensuring seamless data flow and system interoperability.
- Managed Agile sprint ceremonies, including sprint planning, daily stand-ups, sprint reviews, and retrospectives.
- Maintained continuous collaboration with client stakeholders to showcase sprint progress, address concerns, and incorporate feedback into future iterations, ensuring customer satisfaction throughout the project lifecycle.
Senior Business Analyst
Capgemini
Sydney, Australia
05.2022 - 02.2023
- The project involved implementing a global telephony model for one of Australia's leading travel insurance clients, consolidating disparate telephony platforms across multiple regions into a unified solution.
- Collaborated closely with business stakeholders, product owners, and business transformation teams to conduct discovery workshops, gathering insights and aligning regional requirements for a global telephony solution.
- Scoped, mapped, and analyzed telephony systems, ensuring the integration of regional platforms into a cohesive solution while addressing specific service center needs for each region.
- Regularly reviewed and validated business requirements to ensure alignment with project goals and accurate capture of requirements from discovery workshops.
- Participated in business review meetings, collaborating with stakeholders to ensure that key objectives were met and concerns were addressed in the evolving solution.
- Led scope discussions and facilitated scope finalization between business, product, and technical teams, ensuring alignment on project deliverables and expectations.
- Conducted vendor demos, assessments, evaluations, and finalizations to select the most suitable telephony and service center software, with a focus on Microsoft Contact Center solutions.
- Focused on service and contact center improvements, analyzing the client's telephony infrastructure and recommending solutions to enhance customer support and omnichannel digital marketing capabilities.
- Defined and communicated the release scope and future scope to client stakeholders, ensuring clarity on project timelines and future-phase implications.
Business Analyst
Capgemini
Sydney, Australia
11.2021 - 04.2022
- The project aimed at enhancing existing processes by leveraging Salesforce Service Cloud for one of the Australian government's firms.
- Conducted in-depth analysis of as-is processes and systems to identify areas for improvement.
- Managed Agile sprint ceremonies, including sprint planning, daily stand-ups, and sprint review sessions.
- Worked closely with stakeholders and product owners to organize and manage workshops, gathering requirements and aligning on business goals.
- Produced clear and concise user stories, ensuring they were aligned with business needs and ready for development.
- Conducted regular review meetings with product owners to ensure the timely approval of user stories.
- Acted as a single point of contact for multiple teams, ensuring smooth communication and resolution of project-related issues.
- Worked on the sprint plan and identified Epics for the sprint, ensuring prioritization based on platform design and business needs.
- Tracked progress of user stories through to delivery, providing regular demonstrations to stakeholders for user story readiness.
Business Analyst
Infosys
Sydney, Australia
03.2021 - 10.2021
- The project aimed at implementing nCino for a banking firm.
- Participated in nCino application training sessions alongside key stakeholders to ensure a clear understanding of the platform.
- Collaborated in an Agile environment with product owners, program managers, business analysts, internal customers, nCino admins, and partners.
- Engaged in business requirement gathering workshops, documenting Minutes of Meeting (MoM) to capture key insights.
- Defined problem statements and expectations for the nCino implementation, collaborating closely with product owners and stakeholders.
- Created detailed user stories with comprehensive acceptance criteria to guide the development process.
- Documented existing business processes and identified areas for improvement through the implementation of nCino.
- Worked closely with developers and system administrators to customize nCino functionality and ensure integration with existing systems.
- Participated in daily stand-up meetings and review sessions, contributing to project progress.
- Conducted unit testing before transitioning to User Acceptance Testing (UAT), providing support during the UAT phase.
Functional Analyst
Infosys
Hyderabad, India
12.2016 - 02.2020
- The project involved transitioning processes to a new automated system using Salesforce Sales Cloud, Service Cloud, and Marketing Cloud for health insurance policy data management.
- Worked with product owners and business stakeholders to define functional and non-functional requirements.
- Identified impacted IT applications and their functionalities.
- Contributed to sprint planning and defined Epics based on project priorities.
- Created user stories, acceptance criteria, and test conditions in collaboration with stakeholders.
- Worked on Salesforce customizations like workflow rules and process builders.
- Assisted with Service Cloud implementation, including case management and omnichannel support.
- Developed reports and dashboards for end-users and led user training on new functionalities.
Senior Systems Engineer
Infosys
Hyderabad, India
11.2013 - 11.2016
- Worked on the design, implementation, and deployment of Salesforce Sales Cloud and Service Cloud solutions.
- Gained experience in lead management, opportunity management, and the sales cycle within Sales Cloud.
- Configured Salesforce Reports and Dashboards to track business performance.
- Supported the implementation of case management and knowledge management in Service Cloud.
Process Executive
Infosys
Hyderabad, India
06.2010 - 10.2013
- Managed key operations, including payment reconciliation and new account processing.
- Ensured compliance with TAT and SLA requirements for various processes.
- Handled change requests and conducted root cause analysis to address process issues.
- Facilitated team retrospectives to resolve project challenges.
Skills
- Salesforcecom
- Solution design
- Project management
- Agile methodology
- Stakeholder management
- Requirement gathering
- Fit-gap analysis
- Document management
- Analytical skills
- Attention to detail
- NCino
Accomplishments
- Spearheaded the design and implementation of an eCommerce-like Online Direct Sales portal for a luxury vehicle manufacturer, leveraging Salesforce to streamline sales processes and enhance customer experience.
- Led the implementation of Salesforce-based Lead and Opportunity management capabilities for automotive finance enquiries across multiple vehicle brands including Volkswagen, Audi, Cupra, Skoda, Jaguar, and Land Rover.
- Successfully delivered dealer portal enhancements introducing Equity / Parity concepts to support customer retention and vehicle upgrade journeys within the automotive finance sector.
- Contributed to enterprise integration initiatives between CMS platforms and Salesforce using MuleSoft, enabling automated contract data processing and improving system interoperability.
- Led the implementation of an Experience Portal for an Australian government statutory agency, optimizing user engagement and service delivery through Salesforce.
- Successfully deployed a Salesforce-based customer survey platform for a multinational fast-food chain, driving actionable insights and improving customer satisfaction through tailored survey solutions.
Certification
- Salesforce Administrator
- Salesforce Business Analyst
- Salesforce Sales Cloud Consultant
- Salesforce Service Cloud Consultant
- Salesforce Platform Developer -1
- Salesforce Certified Associate
- Salesforce AI Associate
- NCino Commercial Banking
Timeline
Lead Consultant
Volkswagen Financial Services
04.2025 - Current
Lead Consultant
Katzion
11.2023 - 03.2025
Lead Business Analyst
Capgemini
03.2023 - 10.2023
Senior Business Analyst
Capgemini
05.2022 - 02.2023
Business Analyst
Capgemini
11.2021 - 04.2022
Business Analyst
Infosys
03.2021 - 10.2021
Functional Analyst
Infosys
12.2016 - 02.2020
Senior Systems Engineer
Infosys
11.2013 - 11.2016
Process Executive
Infosys
06.2010 - 10.2013
DOMAIN
- Banking
- Insurance
- Public sector
- Retail
- Automotive