SINDHUJA SANTHOSH
Sydney,NSW
Summary
Results-driven Operations Analyst skilled at workflow optimization and business analysis. Strategic analyst with demonstrated analytical and people management skills. Bringing 12 years of financial industry experience and passion for making a difference.
Overview
12
12
years of professional experience
Work History
OPERATIONS ANALYST
Berkshire Hathaway Specialty Insurance
Sydney , NSW
2022.01 - Current
- Analyzed and reported weekly, monthly and quarterly data trends and forecasts of the business metrics to the senior leadership team.
- Developed and implemented operational strategies for optimizing efficiency, improving customer service and reducing costs through process reengineering, system upgrades, training and development.
- Worked on agile projects partnering with the IT team to develop system requirements, establish timelines and ensure timely completion of projects.
- Gathered and analyzed business requirements from stakeholders through document analysis, workshops, interviews and workflow analysis.
- Created and maintained business requirements specification documents.
- Conducted functional testing and user acceptance testing.
- Facilitated deployment by developing user documentation and conducting training sessions for the end user.
SENIOR SERVICE EXECUTIVE
AON
Parramatta , NSW
2016.08 - 2021.11
- Showcased creative development of As Is and To Be business processes.
- Facilitated implementation of process change and oversaw change management.
- Ensured process improvements resulted in reduced cost and enhanced quality.
- Supervised and mentored team members.
- Organized and conducted regular workshops and training sessions for the team members.
- Facilitated regular meetings with stakeholders to document, analyze and define business requirements.
SERVICE SPECIALIST
AON
Parramatta , NSW
2015.03 - 2016.08
- Provided day to day support to senior broking executives, serving a wide range of large corporate/global clients.
- Managed various centralised processes to deliver client support model.
- Generated daily business reports for stakeholders using Qlikview.
- Performed Tier 1 Audit of Account Executives in various business segments.
- Actively engaged in identifying process improvement opportunities.
PROCESS ADVISOR
Barclays Shared Services
Chennai , India
2013.03 - 2014.05
- Provided process advisory support to internal stakeholders in Barclay Bank across UK.
- Engaged in weekly calls with process owners to review performance and identify process gaps.
- Facilitated process changes and implementations.
- Trained new hire and provided SME support to the team.
CUSTOMER SERVICE EXECUTIVE
Serco Global Services
Chennai , India
2012.03 - 2012.11
- Provided customer service in a high volume inbound call center that served Barclays Bank's home loan clients based in the UK.
- Ensured quick complaint resolution.
- Showed extensive product knowledge and provided information to customers.
- Upsold additional products and services enhancing value of previous customer purchases and driving revenue growth.
Education
BUSINESS ANALYSIS FOUNDATION CERTIFICATION -
British Computer Society
08.2021
BBA - Bachelor of Business Administration
BDU
Trichy03.2009
Skills
- Workflow Optimization
- Agile Methodologies
- Functional Testing
- User Acceptance Tests
- JIRA
- Confluence
- Analytical skills
- Reporting Skills
- Proficiency in MS Office Suite (Word, Excel, Powerpoint, Visio and Outlook)
Timeline
OPERATIONS ANALYST
Berkshire Hathaway Specialty Insurance
2022.01 - Current
SENIOR SERVICE EXECUTIVE
AON
2016.08 - 2021.11
SERVICE SPECIALIST
AON
2015.03 - 2016.08
PROCESS ADVISOR
Barclays Shared Services
2013.03 - 2014.05
CUSTOMER SERVICE EXECUTIVE
Serco Global Services
2012.03 - 2012.11
BUSINESS ANALYSIS FOUNDATION CERTIFICATION -
British Computer Society
BBA - Bachelor of Business Administration
BDU
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