PANKAJ DIXIT

Lead Business Analyst and

Process Consultant

E-mail:

dixitph@gmail.com

Mobile:

+91-97 6598 8864

CSM, ITIL

PRCIS

Over 8.10 years of client facing experience in Business Consulting, IT Business Analysis and Business Process
Management across Healthcare, Media, Banking and Manufacturing domains

Delivered sustainable competitive advantage to customers by designing and delivering solutions in multi module
IT applications, Quality Excellence and Product Management

Extensive knowledge of working in IT projects involving SDLC on waterfall, agile and iterative development

methodologies. Additional areas of specialization include Business Transformation, Change Management and
Client Relationship Management

Experience of leading projects with 4 end to end implementations involving diverse teams (Role, Culture,
Location) India, South Africa, rest of Africa

An effective communicator with excellent relationship building & interpersonal skills. Strong analytical, problem
solving & organizational abilities. Possess a flexible & detail oriented attitude
WORK EXPERIENCE
Nihilent Technologies Pvt. Ltd.
Sr. Consultant Enterprise Transformation

Mar08 till date

Responsibilities:
o

Client engagements to understand business challenges, process requirements, IT requirements

Plan the business analysis engagement scope and resource needs

Elicit Process requirements from the stakeholders through workshops, focus group sessions, etc.

Analyse the Process gaps to propose a solution To-Be Process

Map the processes using tools such as MS Visio, ARIS and Enterprise Architect (BPMN Specifications)

Optimise the processes using Lean Six Sigma methodology (DMAIC, PDCA)

Creation of UI prototypes using Axure, MS Power Point, MS Excel

Document requirements in the form of BRS, SRS, Use Cases, User Stories and Traceability matrix

Contribute to test plan, create UAT test packs and user manuals. Also facilitate the UAT at onsite

As a Project Lead, perform tasks like creating project plan, managing escalations, effort estimations,
client relationship management, etc.

Work with the Pre-Sales team on RFP, solutioning, business proposals, SOW, client presentations

Work on building capabilities within the organisation by leading & mentoring team of Business
Analysts and Process Consultants

Key Client Engagements:

1. Project: Fusion
Client: Medscheme, South Africa
Role: Lead Business Analyst
Project Description: Optimize Business Processes of Healthcare Administrator (TPA Third Party
Administrator) majorly through technology enhancements using Agile (Scrum) Methodology.
Responsibilities and achievements:
o
Process Re-engineering and Optimization (As-Is v/s To-Be Process Mapping) through Lean
Sigma Principles & automation

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Requirement Elicitation (Workshops, Meetings or One-on-one sessions)

Process Mapping and other Documentation (As-Is and To-Be Process Maps, Epics and User
Stories creation)

Propose solutions to improve business processes

Implement To Be Process and Solution

Proxy Product Owner during Sprints

PANKAJ DIXIT
Lead Business Analyst and
Process Consultant

E-mail:

dixitph@gmail.com

Mobile:

+91-97 6598 8864

CSM, ITIL
2. Project: Subscription Video on Demand
Client: Naspers group company, South Africa
Role: Sr. Business Analyst and Quality Excellence Manager
Project Description: Design and deliver post purchase customer experience for a new product of a pioneer
company of digital entertainment in South Africa.
Responsibilities and achievements:
o Engaging with stakeholders to understand product vision, value proposition, features and product
roadmap
o

Analysing post purchase failure opportunities (using FMEA) and design customer care strategy
across the product lifecycle

Using ITIL best practice and quality frameworks for designing and operationalizing customer
service across the touch points

Getting stakeholder consensus across the solution stages; workshops, JAD sessions, sign offs

Proposing and developing customer interaction solutions on mobile platforms iOS and android

Manage performance of a team consisting of 2 Business Analysts on the project

3. Project: Cruza
Client: DStv Digital Media, South Africa
Role: Sr. Business Consultant
Project Description: Two companies from Naspers group merged to form DStv Digital Media. The merger
necessitated alignment of customer care function to optimally support all the products across markets in
Africa. Thus, the project involved design and implementation of customer care capability which encompassed
initiatives related to People, Process, Technology and Knowledge.
Responsibilities:
o Understanding business strategy of DStv Digital Media and translate it to customer experience
requirements for each product mobile apps, portals, live chat interface
o

Designing capability landscape and operating model for customer service

Based on the capabilities, defining customer service process requirements at various touch points
in South Africa and rest of African regions

Designing Integrated Performance Management System (IPMS); key components Process

maps, org structure, job descriptions, scorecards, competency definitions and mapping them to
each role

Creating business architecture as a blue print to identify projects for quality improvements in
customer service

Prioritizing and managing quality improvement projects in the areas of BPM, Knowledge
Repository, Analytics and Customer Interaction Management

Presentations to GMs and CXOs, stakeholder expectation management

Vendor Management: Contract negotiations, SLA, invoice management and monitoring quality

Budget preparation for customer care and project estimations

Manage performance of a team consisting of - 3 Business Analysts and a Reports Analyst

Constant monitoring of any opportunity to cross-sell Nihilents services resulting in the growth of
account

4. Project: Integrated Processing Center for a bank

Clients: Standard Bank of South Africa
Role: Lead Business Analyst and Process Consultant
Project Description: Branch back office migration, national rollout and transition management
Responsibilities:
o Process Consulting

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As-Is processes mapping (ARIS)

Understand pain points and challenges. To-Be process mapping for Corporate Banking,
Investment Banking, Business Banking & Retail Banking products

Understand high level business requirement and translate then in BRD

Prepare Business Case, project plan, transition plan & implementation plan

Conduct weekly update meeting, working group meeting & status update meetings

Develop metrics used to determine the inefficiencies & areas for improvement across the bank

PANKAJ DIXIT
Lead Business Analyst and
Process Consultant

E-mail:

dixitph@gmail.com

Mobile:

+91-97 6598 8864

CSM, ITIL
o

Delegate the work amongst team members & Review the work completed by project team

Process Migration, Process Standardization, Process Optimization using Lean Six Sigma

Analysis, design, migration and execution of bank operations related to account origination,
service, maintenance, payments and cheque processing

5. Project: Synergy and Phoenix

Clients: M-Net and SuperSport, South Africa
Role: Business Analyst
Project Description: Process and SDLC project to build Contracts Management and Content Scheduling
application. This involved rewriting a legacy application to build it on future capable technology platform,
map business functions and procedures to required system functionalities, roles and interfaces.
(Won Project of the year award in Nihilent)
Responsibilities:
o
Eliciting business and system level requirements through stakeholder workshops and JAD
sessions
o

Preparing Business Requirement Specifications (BRS)

Process mapping As Is and To Be using MS Visio

Documenting the requirements in a structured format of Use cases and Interface Documents

Preparing and maintaining Requirement Traceability Matrix (RTM)

Coordinating the test activities among Dev team, Test team and Business Superusers through
Mantis

Facilitating creation of user manual and application help files

6. Project: Motheo (Foundation)

Clients: Banking Association of South Africa
Role: Business Consultant
Project Description: Strategy Execution and Integrated Performance Management System (IPMS) through
Balance Scorecard creation for all roles in the Banking Association (Top to Bottom)
Responsibilities:
o
Creating Strategy Map by holding strategy workshops with top management
o

Translating organizations Mission, Strategy, and Vision into Corporate Objectives across four
perspectives of Balanced Scorecard and designing metrics

Creating Scorecards for SBUs, Support Departments in alignment with corporate level
objectives

Designing a comprehensive Performance Management System by linking scorecards with

Competency Assessment System

Facilitating right and timely communication among stakeholders to build consensus on the
deliverables

Management Trainee

Cobra Group Public Ltd. Company

Feb06 Jun06

Responsibility was to maximize charity sales by o

Identifying and developing new streams for revenue growth and maintaining relationships with
customers to achieve repeat/ referral business through direct marketing

Build and retain a sales team by assisting recruitments, Classroom training and sales
demonstrations

Graduate Trainee Engineer

Bajaj Auto Ltd.

Jun04 Jun05

Assigned to Central Gear Shop, Pune and Bajaj dealership, Ahmednagar. This involved -

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Analyzing quality issues in the production system through process tracking and coordinating
improvements in the processes at the factory end

Formulating and implementing Strategies for launching Discover DTSi throughout Ahmednagar
District at the dealership end with the cross functional team

PANKAJ DIXIT
Lead Business Analyst and
Process Consultant

E-mail:

dixitph@gmail.com

Mobile:

+91-97 6598 8864

CSM, ITIL

TOOL PROFICIENCY
MS Office, MS Visio, ARIS 7.1, Sparx Enterprise Architect, JIRA
QUALIFICATIONS
Qualification
1.
2.
3.
4.
5.
6.

Certified Scrum Master

(Pursuing)
ITIL Foundation V3.0
R.N. 5405490.20418212
Six Sigma (Green Belt)
Six Sigma (Yellow Belt)
M.B.A (Marketing)
B.E. (Mechanical)

Institution/University

Year of Passing

Scrum Alliance

2015

EXIN

2015

90.00

Internal (Nihilent Technologies Ltd)

Indian Statistical Institute
Dept. of Management Sciences, Pune University
Govt. College of Engineering Pune (COEP)

2013
2011
2008
2004

--67.17
67.00

PERSONAL DETAILS
Date of Birth

19-Sept-1982

Passport

K6358098

Address

Flat-303, B-Wing, High Bliss society, Dhayari, Pune 411041, Maharashtra, India

Marital Status

Married

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