Laxmi Pal
Berlin
Summary
Strategic, Data-driven Business Analyst Manager with over 10 years of experience driving operational excellence, vendor performance, and cross-functional project delivery within fast-paced, highly regulated environments. Experience of delivering on several, multi-functional projects simultaneously and proven track record in building scalable business processes, managing external service providers, and leading analytics-driven transformation across customer support and banking operations. Skilled in Tableau, Power BI, Power Point, stakeholder management, and compliance alignment. Adept at identifying improvement opportunities through KPI/SLA monitoring and leading end-to-end initiatives with high business impact.
Overview
10
10
years of professional experience
Work History
Senior Business Strategy Manager
HDFC Bank
08.2023 - Current
- Acted as the functional and technical bridge between business stakeholders and IT teams, and Salesforce solutions within Banking domains
- Collaborated with cross-functional stakeholders to gather, document, and translate complex business requirements into clear technical specifications, focusing on compliance and customer engagement workflows.
- Prepared reports, dashboards, and executive presentations to enable data-driven decision-making.
- Supported daily IT services and operations for Sprinklr, CRM, Genesys applications, ensuring system reliability, performance, and alignment with evolving business needs.
- Defined KPIs and success metrics to measure effectiveness of customer experience initiatives
- Support in the creation and execution of various test types and in conducting user acceptance testing (UAT) of implemented requirements, including enhancement of regression tests
- Oversaw compliance-related processes and internal audits related to operational data, ensuring accuracy and transparency in performance reporting.
- Prepared detailed documentation, SOPs, user manuals to promote adoption and effective usage of new or upgraded systems.
- Provided strategic insight and data modeling support to senior leadership for forecasting, resource planning, and performance improvement roadmaps.
- Collaborated with internal departments including Product, Data, Compliance, and Tech to deliver seamless execution of strategic operations and compliance checks.
- Provided leadership to BA teams, standardizing methodologies, building skillsets, and aligning portfolios for succession planning.
Assistant Manager - Analytics
Conneqt Business Solutions P.V.T. Ltd.
09.2018 - 04.2023
- Directed analytics and business strategy for customer service delivery, managing a team of 130+ staff including 10 supervisors, across multiple business verticals.
- Drove strategic partnerships with outsourced service vendors; performed SLA evaluations, contract reviews, and operational compliance assessments.
- Analyzed end-to-end customer care processes to identify gaps, inefficiencies, and opportunities for improvement
- Developed business cases for customer care and customer experience initiatives, aligning proposals with organizational strategy.
- Developed and implemented performance dashboards to monitor external vendor metrics, reduce downtime, and drive continuous service improvements.
- Delivered high-impact reporting for call center operations by synthesizing large datasets to uncover root causes of inefficiencies and customer dissatisfaction.
- Presented insights and action plans to executive leadership, directly influencing strategic decisions around workforce planning, budgeting, and resource allocation.
Team Manager
Wipro Ltd.
02.2016 - 09.2018
- Oversee the end-to-end sales process including pipeline management, deal execution, and continuous process optimization to enhance efficiency.
- Lead, mentor, and motivate a team of sales professionals, ensuring high performance and meeting SLAs through coaching, performance reviews, and structured goal setting.
- Provided different analysis to business team for forecasting the business plans like Vintage analysis, Weekly and Monthly analysis etc.
- Analyze sales metrics and market trends to identify improvement opportunities and inform strategic decision-making. Prioritize and assign tasks, manage team workload, and monitor progress toward goals.
Education
Bachelor of Commerce - Accounting, Finance & Business
Mumbai University
01.2020
Skills
Data & Analytics: BI & Reporting: Power BI, Tableau, Power Point, Excel, Data Modeling, Master Data Management
Core Competencies: Stakeholder Management & Communication, Analytical & Problem-Solving Skills
Banking & Finance Expertise: Core Banking Systems (loans, payments, deposits), Basel III, IFRS 9, Regulatory Compliance: Risk & Compliance Processes
Methodologies & Tools: CRM, JIRA, UAT & Test Management, Waterfall
Languages
English
Advanced (C1)
German
Intermediate (B1)
Personal Information
Accomplishments
- Goal: Collected requirements and coordinated implementation of a modern BI dashboard (Power BI / Tableau) for management reporting.
- Impact: Improved decision-making speed by 25%, standardized KPIs across departments.
- Highlights: Datenmodellierung, Business Intelligence, Management Support.
Regulatory Reporting Transformation (Basel III / IFRS 9)
- Partnered with business and IT teams to translate complex regulatory requirements into system changes.
- Enabled accurate and timely financial reporting, ensuring zero compliance penalties and improved transparency for auditors.
Mobile Banking Enhancement
- Defined functional specifications for mobile app features such as instant payments, e-signature integration, and digital onboarding.
- Increased mobile user adoption by 30% and enhanced customer satisfaction scores.
Certification
- Certified Senior Business Analyst , HDFC Bank - 10/08/2022-Till Now
Timeline
Senior Business Strategy Manager
HDFC Bank
08.2023 - Current
Assistant Manager - Analytics
Conneqt Business Solutions P.V.T. Ltd.
09.2018 - 04.2023
Team Manager
Wipro Ltd.
02.2016 - 09.2018
Bachelor of Commerce - Accounting, Finance & Business
Mumbai University