Shruti M

Business Operations and Business Analysis professional with 12+ years of experience across Banking, Mortgage, Insurance, and Healthcare. Specializes in process modelling (BPMN 2.0), enterprise process reengineering, workflow optimization, ERP configuration, applying Lean and Six Sigma methodologies to drive measurable efficiency gains. Proven track record in risk and compliance management, audit readiness, and cross-functional stakeholder engagement, with experience mentoring teams and leading digital transformation initiatives that reduce cycle time and operational risk.

Process Engineer Associate at Wells Fargo International Solutions Private Limited (2024-01 – 2026-05)

• Redesigned and optimized 20+ enterprise-level L3/L4 service models using iGrafx, improving governance compliance and enabling standardized operating models across multiple business units.
• Partnered with RAU owners and cross-functional business analysts to design and publish AS-IS and TO-BE process models, ensuring strategic alignment with transformation initiatives and enhancing operational clarity.
• Led cross-functional process discovery workshops with business and risk stakeholders, identifying operational gaps and driving end-to-end workflow optimization initiatives that reduced cycle times and improved efficiency.
• Leveraged BESSIE (BPM Enabled Self Service Information Exchange) to retrieve, update, and maintain standardized process templates, ensuring consistent governance, traceability, and audit readiness across process repositories.
• Managed process-related tasks and tracked integration requirements using JIRA, supporting agile delivery and providing real-time visibility into project progress.
• Executed BPMN 2.0 compliance validation across enterprise models, ensuring audit readiness, reducing operational risk, and maintaining high model integrity.
• Mentored and trained 4 new team members on iGrafx and BPMN 2.0 standards, accelerating onboarding and building organizational capability in process excellence.

Senior Analyst (Client: Wells Fargo) at Capgemini Technology Services India Limited (2020-01 – 2023-07)

• Optimized enterprise processes using iGrafx, aligning with BPMN standards and the Business Architecture Framework (BAF) through 'AS-IS' and 'TO-BE' process documentation to strengthen compliance and operational efficiency.
• Documented workflows and defined risk controls, enabling operational risk reduction and audit efficiency across diverse LOBs.
• Delivered process change management through JIRA, ensuring clarity, compliance and quality assurance in transformation initiatives.
• Designed and facilitated BPM tool training sessions driving stakeholder adoption and enhancing process literacy.

Associate at Legato Health Technologies Ltd (2018-05 – 2019-12)

• Ensured KYC compliance and accuracy in medical claims processing, improving claim adjudication efficiency.
• Developed detailed process maps to enhance client understanding of claim workflows.
• Conducted QA reviews and team training sessions, supporting continuous improvement and capability building.

Senior Associate (Royal Bank of Canada) at Capgemini Technology Services India Ltd (2014-12 – 2017-12)

• Processed Life, Disability, and Critical Illness claims with due diligence, ensuring compliance and accuracy.
• Validated mortgage underwritings with KYC checks and prepared financial statements, strengthening compliance standards.
• Handled escalations and prioritized critical documentation, improving turnaround times and client satisfaction.
• Optimized task distribution by allocating work queues across associates, enhancing efficiency and productivity.

BPO Claims Process Executive at Hinduja Global Solutions (2012-10 – 2014-11)

• Reviewed and validated KYC medical documentation applying CPT, HCPCS, and ICD coding standards to reduce errors and support timely reimbursements.
• Conducted root cause analysis on underpayment and overpayment trends recommending corrective actions that optimized revenue cycle management.
• Streamlined claims adjudication processes and resolved escalations, contributing to operational efficiency and client satisfaction.

PGDBA in Finance – Symbiosis Centre for Distance Learning, Pune (2022)

B. Com – Banumaiaha's College, Mysore (2012)

P.U.C – JSS Women's College, Mysore (2009)

SSLC – Sri Cauvery Composite PU College, Mysore (2007)