Hemanth Kumar

Operations professional who turns ambiguous, high volume problems into clear structure. Led requirements gathering and user acceptance testing for an AI powered knowledge tool rolled out to a global bank's New Zealand operations, working directly with engineers to translate frontline problems into product decisions. Comfortable forming hypotheses from data, testing them, and writing recommendations that stakeholders with different levels of product knowledge can act on.

Uses AI tools daily as part of normal workflow and enjoys working through ambiguity rather than waiting for complete information.

Senior Operations Analyst - ANZ Bank - Bengaluru, India

(2024-07)

Acted as Operations Subject Matter Expert on an internal Gemini powered knowledge tool, owning use case scoping and translating frontline case handling problems into clear requirements for the engineering team. Promoted to Senior Analyst within one and a half years, ahead of the standard cycle, based on case handling accuracy and cross functional delivery.

• Led user acceptance testing before rollout across ANZ's New Zealand GCC, working directly with engineers to validate that the tool actually solved the problems frontline teams described
• Investigated recurring gaps and patterns across a high volume case queue, formed hypotheses on root cause, tested them against operational data and recommended fixes that were adopted into standard operating procedures
• Maintained 100 percent SLA adherence across 50 to 60 daily cases in a fast paced, deadline driven environment, prioritizing under ambiguity with limited information
• Translated complex compliance and case handling concepts into plain, actionable guidance for stakeholders with varying levels of product knowledge, from frontline analysts to senior compliance partners
• Used AI tools daily to speed up research, drafting and analysis, building fluency in how to get reliable, structured output from them
• Coordinated with compliance, quality, and business stakeholders to align on process changes and see them through to adoption

B.A. - Marketing Management (International) - University of West London (MoU with IIHM Bangalore) (2024)

Advanced Program - International Hospitality Administration - IIHM Bangalore (2024)