Gurmeet Kaur

Senior Business Analyst and IT project delivery professional with 20+ years of experience across banking, financial services, and government environments. Proven expertise in requirements gathering, business process mapping, functional specifications, and stakeholder management across complex, multi-vendor programmes. Strong track record in SIT/UAT coordination, defect management, and end-to-end project delivery using Agile and SDLC methodologies.

Experienced in managing product backlogs, driving system enhancements, and collaborating with business users, ICT providers, and external parties to deliver quality outcomes. Hands-on background in application support, change management, and operational process improvement across core banking, CRM, and compliance platforms.

IT Project Manager (Business Analysis & Resilience Focus) - Great Eastern - Singapore

(2025-04 - 2026-01)

• Supported resilience and regulatory readiness initiatives focused on maintaining live transaction processing during extended system outages.
• Analysed production and disaster recovery environments, business workflows, subsystem dependencies, and operational impacts to improve resilience assessments.
• Maintained end-to-end system architecture and mapping documentation to support infrastructure planning, project alignment, and readiness reviews.
• Worked with business, technology, and risk stakeholders to identify gaps, validate readiness, and support timely delivery of project milestones.
• Prepared reports, documentation, and presentation materials for Group Risk Management and senior leadership.

Application Analyst - National Australia Bank (NAB) - Singapore

(2021-12 - 2024-07)

• Provided application support across NAB Asia for Asia Data Warehouse, core banking, CRM, MIS, AML, and small business banking applications.
• Supported business stakeholders on MAS and HKMA reporting requirements and contributed to process improvements, system controls, and service delivery enhancements.
• Led and supported system enhancements, production issue resolution, testing, and implementation activities while maintaining system stability and data integrity.
• Developed and maintained SLAs, support procedures, and operational documentation in line with MAS, HKMA, and APRA requirements.
• Supported disaster recovery (DR) and business continuity planning (BCP) and execution across key banking applications.
• Managed Fircosoft (Firco Continuity) application support including user administration, system enhancements, and loading of World-Check watchlists to support sanctions screening and AML payment compliance.

Business Support Lead, Asia - National Australia Bank (NAB) - Asia

(2012-09 - 2021-12)

• Led the Business Support team managing Technology Asia change requests, system enhancements, and implementation activities.
• Worked closely with business users to gather requirements, clarify priorities, track project status, and escalate delivery issues when required.
• Coordinated SIT, UAT, training, implementation support, and production readiness for regional change initiatives.
• Acted as SME for core banking applications and drove continuous improvement across support processes and service delivery.

Asia Application Support Manager - National Australia Bank (NAB) - Asia

(2009-10 - 2012-09)

• Managed first- and second-level support for medical finance core banking applications and CRM platforms, including incident and problem management.
• Coordinated with internal teams and external vendors on system setups, upgrades, releases, and ongoing support activities.
• Supported IT project implementation, production stability, disaster recovery planning, and Connect:Direct file transfer monitoring.

Business / Test Analyst - National Australia Bank (NAB) - Asia

(2008-02 - 2009-09)

• Acted as liaison between IT and business users, translating business requirements into functional specifications and solution discussions.
• Supported development teams with user stories, acceptance criteria, process models, business documentation, and test preparation.
• Contributed to technology and process improvements for the Medical Finance project in Asia, including new workflows and operational processes.

Business Analyst - Department of Emergency Services, Queensland Government Fire and Rescue Service - Australia

(2006-04 - 2007-10)

Systems Integration Test Analyst - EDS - Australia

(2005-11 - 2006-04)

Business / Test Analyst - Deutsche Bank AG - Singapore

(2004-02 - 2004-09)

Business / Test Analyst - UBS AG - Singapore

(2002-12 - 2003-10)

KYC / TTM Executive - Citibank N.A. - Singapore

(2000-03 - 2002-04)

Advanced Diploma - Computer Studies - University of London

Professional Diploma - Leadership and People Management - Kaplan

Certificate - Business Analysis - IIBA

Professional Certificate - Data Analytics Using Advanced Power BI - Singapore Management University

Certification - Active Operations Management (AOM) - ActiveOps

Certificate of Achievement - C Language, PageMaker and SQL - University of London

Cambridge Information Technology Certificate - Programming and Computer Literacy - University of London

Certificate - Manpower management, employee communication strategies, and people management - FirstCom Academy

Certificate in Personal General Insurance Examination - Insurance - Singapore College of Insurance