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Neha Shrivastava

@nehashrivastava

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IT Service Strategy Manager at Unity Small Finance Bank who delivered its first in-house Contact Centre platform.

India

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What I'm looking for

I’m targeting a Team Leader – Asset Digital Journeys role where I can apply my experience in digital banking transformation, customer journey design, techno-functional solutioning, Agile delivery, workflow automation and enterprise integrations.

At Unity Small Finance Bank, I lead enterprise-wide digital transformation across Digital Banking, Contact Centre, Enterprise Applications, Customer Experience and HR Technology. I directed delivery of the bank's first in-house Contact Centre platform, strengthening operational control, scalability and customer experience.

I define product vision, customer journeys and implementation roadmaps for Mobile Banking and Internet Banking. I also design intelligent IVR journeys and automated customer engagement campaigns that connect customer interactions with operational workflows.

I drive technology programs from business case and requirements through solution design, implementation, production rollout and stabilization. I established governance across SIT, UAT, CUG, release management, production deployment, hypercare and change management.

Earlier, I developed a reconciliation automation BRD at Aditya Birla Capital, strengthened enterprise P3M governance as a PMO Consultant at Future Focus Pvt. Ltd., and managed enterprise infrastructure for a global banking client at HCL Technologies Ltd. I’m interested in bringing my digital banking and customer journey experience to a Team Leader – Asset Digital Journeys role.

Experience

Work history, roles, and key accomplishments

Current

Manager – IT Service Strategy

Current

Unity Small Finance Bank

Jan 2023 - Present (3 years 8 months)

Lead enterprise-wide digital transformation initiatives spanning digital banking, contact centre, enterprise applications, and customer experience. Drive end-to-end technology program delivery from business case through production rollout and governance.

Management Intern

Aditya Birla Capital

Aug 2022 - Sep 2022 (1 month)

Developed a Business Requirements Document (BRD) for reconciliation automation within Mutual Fund Operations. Identified automation opportunities and translated business requirements into technology-enabled process improvements.

Business Analysis Requirements Gathering BRD Technology Integration Process Improvement Automation

PMO Consultant

Future Focus Pvt. Ltd.

Oct 2015 - Aug 2016 (10 months)

Strengthened enterprise P3M governance and coordinated cross-functional stakeholders. Developed executive dashboards, optimized resource planning and portfolio reporting, and monitored project risks, dependencies and milestones.

P3M Governance Stakeholder Coordination Executive Dashboards Resource Planning Portfolio Reporting Risk Management Dependency Management Milestone Tracking

Senior Analyst – IT

HCL Technologies Ltd.

Jul 2012 - Aug 2015 (3 years 1 month)

Managed enterprise infrastructure for a global banking client and resolved complex production incidents. Improved operational stability through proactive monitoring, ITSM governance and SLA compliance.

ITSM Incident Management SLA Compliance Proactive Monitoring Enterprise Infrastructure Operational Stability

Education

Degrees, certifications, and relevant coursework

S.P. Jain Institute of Management and Research, Mumbai

Post Graduate Management Programme, Information Management

Activities and societies: Industry Consulting Project – Aditya Birla Capital: BRD for Mutual Fund reconciliation automation; identified technology-led process improvements.

Completed the Post Graduate Management Programme in Information Management, including an industry consulting project with Aditya Birla Capital on BRD for Mutual Fund reconciliation automation.