Business Analyst

Business Analyst Negotiable Thailand Phuket Full Remote Work experience 7 years 8 months Last work experience T-Bank Business Analyst / Product & Process Manager / BPM Team Lead 3 years 1 month Contacts About About I have 7 years of experience in banking, starting in Customer Service and Back Office before moving into Business Analysis, Product and Process Management, and team leadership. I currently combine three roles: Business Analyst, Product / Process Manager, and BPM Team Lead. I manage the full Discovery → Delivery lifecycle for Antifraud processes in Customer Service. My responsibilities include product strategy, product and delivery metrics, process reliability, and coordination between business and IT teams. I directly manage a team of 5 BPM Analysts and coordinate the work of 2 Product Analysts and an IT team of 5 specialists led by their own Team Lead. My main areas of expertise are business process automation, BPM and low-code development, banking and antifraud operations, customer service, and system integrations. Affiliate experience No data available Work experience 7 years 8 months October 2023 - to date ( 3 years 1 month ) T-Bank Business Analyst / Product & Process Manager / BPM Team Lead I manage Antifraud processes in Customer Service at T-Bank, combining Business Analysis, Product and Process Management, and BPM Team Leadership. Responsibilities: * Manage the full Discovery → Delivery lifecycle, from identifying business problems and defining requirements to delivering changes and measuring results. * Work directly with Antifraud stakeholders, define product priorities, maintain the backlog, and develop quarterly, half-year, and annual plans. * Lead and develop a team of 5 BPM Analysts, including task allocation, solution reviews, and professional development. * Coordinate a cross-functional team of 2 Product Analysts and 5 IT specialists led by their own Team Lead. * Analyze AS-IS processes, design TO-BE solutions, define business logic, and prepare requirements for development. * Work with REST APIs, system integrations, process automation, and BPM/low-code solutions. * Track product metrics, including automation rates, customer interaction time, operational efficiency, and missed fraud. * Monitor delivery performance through Time to Market, Lead Time, defect rates, and delivery quality. * Analyze customer calls and chats to identify process issues and improvement opportunities. * Work on process reliability, monitoring, service availability, and incident analysis, including hands-on configuration work through GitHub. Key results: * Took responsibility for the end-to-end development of Antifraud customer service processes. * Established coordination between business stakeholders, BPM Analysts, Product Analysts, and IT. * Developed product strategy and delivery plans, connecting business priorities with implementation and measurable outcomes. August 2022 - September 2023 ( 1 year 2 months ) T-Bank Senior BPM Analyst / Team Lead Managed and improved customer-facing banking processes, primarily card delivery, customer appointments, and card reissue. Responsibilities: * Managed process development and automation, including roadmap planning, backlog management, and prioritization using RICE. * Analyzed customer journeys and operational processes to identify opportunities for improvement. * Worked with Product Analysts on A/B testing and evaluating business hypotheses. * Coordinated analysts, developers, process specialists, and designers. * Defined business requirements and worked on REST API integrations between CRM and internal banking systems. * Led a team of 3 analysts during the migration of transaction dispute processes from a monolithic system to a microservices architecture. * Planned migration stages, identified system dependencies, coordinated testing, and supported production rollout. Key achievements: * Independently designed, developed, and launched chatbot scenarios that allowed customers to manage their banking appointments without employee assistance, generating over RUB 15 million in annual economic benefits. * Led the development of a self-service solution for installing the bank’s mobile applications after their removal from international app stores. * The self-service project generated over RUB 1 billion in annual economic benefits and received an internal Glory Award in the Business Navigator category. * Managed the migration of transaction dispute processes while maintaining operational continuity. August 2021 - July 2022 ( 1 year ) T-Bank Business Process Analyst / Low-code Developer Worked on business process analysis and automation within the bank’s Back Office, primarily in transaction disputes and customer request processing. Responsibilities: * Analyzed existing business processes and identified opportunities for automation. * Designed and developed employee workflows using the bank’s internal BPM/low-code platform. * Converted manual operations into automated processes, including business logic, validation rules, and user interactions. * Worked with SQL, application logs, and internal analytics tools. * Prepared process documentation and coordinated changes with business stakeholders. Key achievements: * Independently learned the bank’s BPM/low-code platform and started building production-ready solutions. * Developed an integration between the low-code platform and the bank’s document generation system. * Reduced document preparation time from approximately 20 minutes of manual work to 15 seconds, including employee verification. * Automated document delivery to the responsible banking department. * Generated over RUB 7 million in annual economic benefits by eliminating manual document preparation. April 2020 - July 2021 ( 1 year 4 months ) T-Bank Back Office Specialist / Senior Customer Operations Specialist Worked in second-line banking support, handling transaction disputes and complex customer cases. * Investigated disputed banking transactions and resolved non-standard customer issues. * Analyzed transaction details, reviewed customer requests, and made operational decisions. * Supported less experienced colleagues in resolving complex cases. * Contributed to internal procedures and operational guidelines. * Progressed from a junior specialist to a senior-level specialist within the department. March 2019 - March 2020 ( 1 year 1 month ) T-Bank Customer Support Specialist / Senior Chat Support Specialist Started my banking career in first-line customer support, primarily handling customer requests through online chat. * Assisted customers with debit cards, credit cards, personal loans, and other banking products. * Resolved complex customer inquiries and non-standard service issues. * Supported junior colleagues and provided guidance on banking products and internal procedures. * Progressed from a junior support specialist to a senior specialist. Skills Business Process Management (BPM) Business Process Optimization Low-Code Development Requirements Analysis AS-IS / TO-BE Process Modeling Product Strategy Backlog Management Stakeholder Management Cross-Functional Team Management Team Leadership System Integration Product & Process Metrics Agile (Scrum / Kanban) Antifraud / FinTech Business analysis Business Process Automation Jira REST API BPMN notation Language proficiency Intermediate English Native Russian Employment Employment Full, Part-time Work format Remote, Hybrid, Office Work schedule Flexible, Shift, 5/2 Relocation Possible Business trips Business trips possible