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Rishabh Raj

@rishabhraj2

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Operations Analyst transforming processes with data, Power BI, and GenAI.

India

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What I'm looking for

I’m looking for an Operations Analyst/Business Analyst role in India where I can optimise processes, own Power BI/SQL MIS dashboards, lead RCA and Kaizen, and apply GenAI to improve efficiency and customer outcomes in regulated settings.

I’m an operations professional with 3 years of UK-based experience across financial services and EdTech, now based in Bengaluru. I focus on process optimisation, cross-functional stakeholder management, and MIS reporting in regulated environments—turning root causes into measurable operational outcomes.

I’ve delivered results like a 30% reduction in query resolution time and a 15% uplift in operational efficiency through data-driven RCA, plus a 10% CSAT boost by strengthening ITIL v4-aligned incident and problem management SOPs. With hands-on Power BI and SQL dashboards, Generative AI integrations (ChatGPT/Claude), Lean Six Sigma, ITIL v4, and Visio-based process mapping, I’ve reduced AHT by 30%, cut analyst TAT by 25% using LLM summarisation, and improved control accuracy to 99% in reconciliation work.

Experience

Work history, roles, and key accomplishments

Customer Operations Analyst

Standard Life

Sep 2023 - Jan 2025 (1 year 4 months)

Performed root cause analysis on 2,000+ monthly CRM interactions and implemented ITIL v4-aligned SOPs, improving CSAT by 10%. Built Power BI MIS dashboards and deployed generative AI knowledge tooling, reducing query resolution time by 30% and lowering AHT by 30%.

Root Cause Analysis Power BI SQL Generative AI Process Optimisation Microsoft Visio Stakeholder Management

Process Analyst

BMH Tutors

Oct 2022 - Sep 2023 (11 months)

Led end-to-end customer journey mapping and redesigned escalation workflows/SOPs, increasing CSAT by 30%. Owned weekly Power BI MIS dashboards and delivered Kaizen process optimisation, improving operational throughput by 25% within one quarter.

Customer Journey Mapping Power BI Process Optimisation SOP Development Gap Analysis Trend Analysis Business Process Mapping

Education

Degrees, certifications, and relevant coursework

University of Birmingham

Master of Science in Operations Management, Operations Management

2021 - 2022

Activities and societies: Relevant coursework included organisational & operations management, engineering production & risk management, and managing information systems.

M.Sc. in Operations Management from the University of Birmingham (Sept 2021–Sept 2022), with coursework in organisational and operations management, production and risk, and information systems.

Visvesvaraya Technological University

Bachelor of Mechanical Engineering, Mechanical Engineering

2016 - 2020

Activities and societies: Published research on process optimisation in the International Journal for Science and Research Development (IJSRD) in 2022.

Bachelor of Mechanical Engineering at Visvesvaraya Technological University (2016–2020), including a published research work on process optimisation in 2022.