SHYAM DAVE
Ripley,Australia
Summary
Results-driven Banking Business Analyst with 5 years of experience in core banking, payments, and regulatory-driven initiatives. Proven expertise in requirements elicitation (BRD/FSD), SQL-based data analysis, KPI reporting, and cross-functional stakeholder collaboration across Operations, Risk, Compliance, and IT. Strong track record of delivering system enhancements, driving 20–30% process efficiency improvements, and supporting large-scale banking initiatives through data-driven insights and structured analysis.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Business Analyst
St.George Bank
Brisbane CBD, Queensland
11.2021 - Current
- Partnered with cross-functional stakeholders (Operations, Risk, Compliance, IT) to elicit, analyze, and document comprehensive business and functional requirements (BRD/FSD) for core banking applications and process enhancements, contributing to 15+ major initiatives.
- Developed complex SQL queries, automated reports, and interactive dashboards to monitor KPIs including transaction volumes, processing TAT, reconciliation breaks, and operational risk metrics driving 20–30% improvement in turnaround time and proactive issue resolution.
- Designed and delivered executive-level dashboards, presentations, and risk assessment reports to senior leadership, influencing strategic decisions and cross-departmental process improvements.
- Managed end-to-end project tracking including timelines, budgets, milestones, and dependencies across multiple concurrent initiatives, ensuring on-time, within-budget delivery aligned with regulatory and business requirements.
- Facilitated SME interviews, JAD workshops, and detailed process mapping sessions to document as-is and to-be workflows, identify inefficiencies, and drive system and process enhancements.
- Analyzed end-user feedback and usability findings to identify system gaps and recommend targeted enhancements, improving operational efficiency and user experience.
- Conducted ad-hoc root cause analysis using SQL and data validation techniques to resolve operational incidents such as payment failures, reconciliation mismatches, and compliance exceptions reducing recurring issues.
- Delivered key system design artifacts including data migration rules, business rule catalogs, validation logic, interface mapping, and wireframes to support core banking upgrades and platform enhancements.
NBN Migration Agent - Tele Sales
OPTUS
Macquarie Park, NSW
07.2019 - 09.2021
- Handled over 3,000 customer migration cases with a 95% first-call resolution rate.
- Facilitated NBN product migrations and account updates to enhance customer satisfaction.
- Executed structured scripts and procedures to ensure compliance and improve service consistency.
- Achieved monthly quality assurance ratings of 98%+ for data accuracy.
- Played a key role in reducing NBN transition backlog by 30% during peak periods.
- Received 'Customer Excellence Award' twice for going above and beyond in resolving technical issues.
- Provided exceptional after-sales service and followed up on open cases.
- Cultivated effective communication and active listening skills to manage customer inquiries under pressure.
- Maintained accurate records of each customer interaction in CRM.
Customer Service Representative (Call Centre)
MasterCard
St Leonards, NSW
08.2018 - 03.2019
- Resolved an average of 80+ customer calls per shift with 99% adherence to call quality standards.
- Clarified reward entitlements, logged inquiries, and explained policies to ensure customer understanding and satisfaction.
- Supported credit card rewards for banks including Westpac, ANZ, and Bendigo.
- Collaborated in high-volume, team-oriented environment to meet service targets under guidance of team leaders.
- Developed conflict-handling skills with empathy and resolution-first approach.
- Trained 5 new hires on reward systems and procedures, contributing to improved onboarding and knowledge retention.
Education
Master of Telecommunications Engineering -
University of South Australia
Adelaide, Australia01.2016
Skills
- SQL query development
- Requirements Elicitation & Stakeholder Management
- BRD / FRD / Functional Specifications
- Process mapping
- Business requirements documentation
- AML / KYC & Regulatory Compliance
- Advanced MS Excel & Visio
- KPI Reporting & Dashboard Development
- Data Migration & Reconciliation
- Core Banking & Payments Domain
- JIRA & Confluence
Certification
Agile Fundamentals, Google & Simplilearn
References
Available upon request.
Timeline
Business Analyst
St.George Bank
11.2021 - Current
NBN Migration Agent - Tele Sales
OPTUS
07.2019 - 09.2021
Customer Service Representative (Call Centre)
MasterCard
08.2018 - 03.2019
Master of Telecommunications Engineering -
University of South Australia