Pramod Makwana

Results-driven Senior Business Analyst with 6 years of experience across Banking and Insurance, specialising in digital transformation, requirements engineering, business process optimisation, and Agile delivery. Proven experience leading end-to-end business analysis initiatives, including the successful delivery of a Commercial Lines Servicing Transformation project at Cloudgate. Skilled in stakeholder management, requirements elicitation, AS-IS/TO-BE process mapping, user stories, acceptance criteria, UAT, data migration, and production implementation.

Strong domain expertise in commercial insurance servicing, customer onboarding, KYC, account opening, and loan processing, gained through experience at Cloudgate, Kotak Mahindra Bank, Axis Bank, and HDFC Bank. Holds an MSc in Business Analytics from Dublin Business School, Ireland, with additional technical proficiency in SQL, Power BI, and data analytics .

Senior Business Analyst - COLUDGATE Private Limited - Ireland

(2026-01)

Project: Commercial Lines Servicing Transformation (CLST)

• Led end-to-end business analysis for the Commercial Lines Servicing Transformation (CLST) project, driving the digital transformation of insurance servicing processes, including Mid-Term Adjustments (MTA), broker servicing, underwriting authority workflows, and SLA monitoring.
• Engaged with key business stakeholders, including underwriting, broker operations, and technology teams, to conduct requirements workshops, analyse existing processes, identify operational gaps, and design improved AS-IS/TO-BE workflows aligned with business objectives.
• Owned requirements engineering and documentation, translating complex business needs into Business Requirements Documents (BRDs), functional specifications, user stories, and clearly defined acceptance criteria, while maintaining requirements traceability throughout the project lifecycle.
• Supported Agile delivery across four sprints, collaborating with Product Owners, developers, QA teams, and business stakeholders on backlog refinement, sprint planning, requirements clarification, dependency management, and delivery of prioritised business functionality.
• Led business-side User Acceptance Testing (UAT), coordinating test scenario preparation, business validation, defect triage, and resolution tracking to ensure that delivered functionality met agreed requirements and operational expectations.

Senior Business Analyst - Kotak Mahindra Bank - India

(2023-11 - 2024-08)

Project: Customer Onboarding & Account Opening Process Transformation

• Led business analysis activities for a customer onboarding and account opening transformation initiative, identifying process inefficiencies, manual interventions, and opportunities to streamline application processing and improve customer experience.
• Developed and managed BRDs, FRDs, user stories, acceptance criteria, and business process documentation, collaborating with development and QA teams to clarify requirements, maintain traceability, and support solution delivery.
• Coordinated business-side UAT and implementation support, preparing test scenarios, validating onboarding and account opening workflows, tracking defects, and facilitating stakeholder sign-off to ensure solutions met agreed business requirements.

Senior Business Analyst - Axis Bank - India

(2023-02 - 2023-11)

Project: Loan Processing Optimisation

• Led business analysis activities for a loan processing optimisation initiative, evaluating existing loan origination and approval workflows to identify processing bottlenecks, manual dependencies, and opportunities to improve operational efficiency.
• Collaborated with credit, risk, loan operations, compliance, and technology teams to gather and validate business requirements, define process improvements, and align proposed solutions with lending policies and business objectives.
• Performed AS-IS/TO-BE process analysis, gap assessments, and workflow optimisation, documenting loan application verification, credit assessment, approval routing, and exception-handling processes to support more consistent and efficient loan processing.
• Prepared BRDs, FRDs, functional specifications, user stories, and acceptance criteria, translating complex lending requirements into clear, testable documentation and supporting requirement clarification throughout the delivery lifecycle.
• Supported UAT, defect management, and implementation readiness, coordinating business test scenarios, validating loan processing workflows, tracking defects, and collaborating with stakeholders to support business acceptance and operational transition.

Business Analyst - HDFC Bank - India

(2021-07 - 2023-02)

Project: KYC Verification & Process Improvement

• Analysed existing Know Your Customer (KYC) verification workflows, identifying manual processing gaps, documentation inconsistencies, and opportunities to streamline customer verification and improve operational efficiency.
• Collaborated with banking operations, compliance, risk, and technology stakeholders to gather and document business requirements, clarify regulatory and internal policy requirements, and support improvements to customer due diligence processes.
• Performed AS-IS/TO-BE process mapping and gap analysis, documenting customer identification, document validation, exception handling, and verification workflows to support process standardisation and compliance.
• Supported functional testing and User Acceptance Testing (UAT) by preparing business test scenarios, validating KYC workflows against requirements, documenting defects, and coordinating with stakeholders to support successful implementation.

Business Analyst - Kotak Mahindra Bank - India

(2019-06 - 2021-07)

Project: Banking Operations & Customer Servicing Process Improvement

• Analysed retail banking operations and customer servicing workflows, identifying process inefficiencies, manual dependencies, and opportunities to improve service delivery, data accuracy, and operational consistency.
• Gathered and documented business requirements through stakeholder discussions with branch operations, customer servicing, and internal teams, translating operational needs into process documentation and functional requirements.
• Conducted process analysis, gap assessments, and data validation, reviewing customer records, account information, and transaction data to identify discrepancies and support improvements in banking workflows and reporting accuracy.
• Supported business validation and process implementation activities, coordinating with operations and technology teams to clarify requirements, investigate process exceptions, resolve documentation issues, and ensure alignment with internal banking controls.

MSc - Business Analytics - Dublin Business School, Ireland (2025-09)

Master of Commerce (MCom) - Accounting and Finance - Shailendra College, Mumbai, India (2019)

Bachelor of Commerce (BCom) - Banking and Insurance - Shailendra College, Mumbai, India (2017)