Vladislav Son

Development of partners in remittances products.

Finding new potential partners

Leading telemarketing team with 50 employees. The main goal was to directly communicate bank clients and offer to buy bank products. During the period I worked there, we made some changes:

• Daily report to track achievements
• New department structure
• New KPI implemented
• Implementation and documentation of processes
• New client segments launched

Results:

• Loan sales increased 3 times
• Additional 20% agent utilization
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During working on this role I've worked on severals products/projects.

• Onboarding - product was about making users' experience seamless since 1st login into application to opening bank account. Client has to go through several stages - user creation, agreement acceptance, identification, KYC, AML check and opening bank account.
• Launch of referral program - this product was about rewarding clients who could acquire new clients (friends, family members, co-workers etc.) to take bank products.
• SME internet bank - this product was developing to provide digital bank service to SME clients. Main feature was that you don't have to visit bank branch to open and operate with bank account. Whole process is digital.

Responsibilities:

• Customer experience improvement
• New features development and implementation
• Bug fixes
• Commercial performance indicators analysis
• Conduction of product client surveys
• Commercial KPI increase
• Development of new products

Results:

• Onboarding conversion rate improved by 15%
• Commercial KPIs increased by 300%
• Remote identification feature launched
• Referral program launched
• Development of internet bank for SME

Main responsibilities as Business Analyst:

• Communication with business leaders, end user and IT staff to collect requirements
• Create documentation - analysis of realization, business process description, expected result
• Evaluation of several solutions to choose best
• Validation of implemented solution
• Risk management - evaluation of possible IT risks (such as IT infrastructure overload, non-working service etc.)
• Quality assurance
• SQL
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• KPI dynamics monitoring and analysis
• Recommendations to improve KPI
• Annual budgeting and forecasts
• Sales analysis and forecast
• Clients retention analysis