Ärianalüütik

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.

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.

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.

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.

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.