Domain: BFSI | Retail Banking | Digital Transformation
Role Simulated: Business Analyst
Date: 2025
Tools Used: JIRA | Confluence | MS Word | Process Flow Design
This project simulates a real-world Business Analyst engagement for a retail bank's digital loan transformation initiative. The objective was to analyse the current manual loan application process, identify inefficiencies, and design a fully automated digital solution.
The project covers the complete BA delivery lifecycle — from requirements elicitation and stakeholder analysis to process mapping, Agile sprint planning, and full documentation.
The bank's existing retail loan process was heavily manual, resulting in:
- Average processing time of 8.4 days per application
- 47% SLA breach rate against an 8-day SLA target
- 15% data entry error rate from manual document handling
- Redundant multi-level approval hierarchy causing bottlenecks
- No real-time visibility for customers on application status
| Objective | Target |
|---|---|
| Reduce avg processing time | 8.4 days to 5 days (BRD) / 4 hours (TO-BE) |
| Reduce SLA breach rate | 47% to below 10% |
| Reduce error rate | 15% to 2% (87% reduction) |
| Reduce cost per application | Rs.1,200 to Rs.450 (60% reduction) |
| Annual cost savings | Rs.50 lakh projected |
| Metric | AS-IS (Current) | TO-BE (Future) | Improvement |
|---|---|---|---|
| Processing Time | 5-7 days (120-168 hrs) | 4 hours | 94% reduction |
| SLA Breach Rate | 47% | Below 10% | 37%+ improvement |
| Error Rate | 15% | 2% | 87% reduction |
| Cost per Application | Rs.1,200 | Rs.450 | 60% reduction |
| Auto-Approval Rate | 0% | 60% | New capability |
A 20-page BRD covering:
- Executive summary and business problem statement
- Current state (AS-IS) analysis with identified inefficiencies
- Gap analysis and proposed future state
- Stakeholder mapping across 6 groups: Operations, Risk, IT, Compliance, Branch, Business Leadership
- Assumptions, constraints, risks, and success criteria
- Implementation roadmap
Defines 15 functional requirements across 6 system modules:
| Module | Requirements |
|---|---|
| KYC Automation | FR-1 to FR-3 |
| Credit Bureau Integration | FR-4 to FR-5 |
| Risk Segmentation Engine | FR-6 to FR-8 |
| Approval Workflow | FR-9 to FR-11 |
| SLA Monitoring | FR-12 to FR-13 |
| Reporting and Dashboard | FR-14 to FR-15 |
4 Non-Functional Requirements covering system response time (under 3 seconds), 99% uptime, data privacy compliance, and role-based access control.
7-step manual process | Total time: 120-168 hours
Customer Branch Visit (30-60 min)
-> Manual Data Entry (2-3 hrs, 15% error rate)
-> Manual Document Verification (24-48 hrs)
-> Manual CIBIL Request (12-24 hrs)
-> Officer Credit Assessment (24-48 hrs)
-> Email/Phone Approval Workflow (24-48 hrs)
-> Manual Customer Communication (12-24 hrs)
Key bottlenecks identified:
- Manual KYC verification: 2 days
- Batch credit bureau checks: 1 day
- Risk assessment backlog: 2-4 days
- Redundant Branch and Regional Manager approval layers: 2 days
6-step automated process | Total time: 4 hours average
Online Application + DigiLocker Auto-Validation (10 min)
-> Automated KYC via DigiLocker + Aadhaar API (2 min)
-> Real-time CIBIL Fetch + Business Rules Engine (5 min)
-> Auto-Approval (60%) OR Officer Queue (2 hrs)
-> Smart Workflow Routing by Risk/Amount (Real-time)
-> Instant SMS + Email Notification (under 1 min)
20 user stories | 3 sprints | 105 total story points
| Sprint | Story Points | Stories | Focus Area |
|---|---|---|---|
| Sprint 1 | 37 | 7 | Customer-facing features, DigiLocker and CIBIL integration |
| Sprint 2 | 39 | 7 | Aadhaar auth, Core banking sync, Compliance audit trail |
| Sprint 3 | 29 | 6 | Analytics, reporting, notifications |
Sample User Stories from JIRA:
- SCRUM-1: As a customer, I want to apply for a loan online so that I don't have to visit the branch
- SCRUM-2: As a system, I want to integrate with DigiLocker API so that document verification is automated
- SCRUM-3: As a credit officer, I want to view CIBIL score automatically so that I can make faster decisions
- SCRUM-8: As a system, I want to integrate with Aadhaar authentication so that identity is verified instantly
- SCRUM-10: As a compliance officer, I want audit trails of all actions so that we maintain regulatory compliance
5 documents maintained in Confluence:
| Document | Purpose |
|---|---|
| Project Charter | Project scope, objectives, and authorization |
| Requirements Traceability Matrix (RTM) | Maps requirements to user stories and test cases |
| Technical Specifications | System integration specs for DigiLocker, CIBIL, Aadhaar APIs |
| Decision Log | Records all key project decisions and rationale |
| Meeting Notes Template | Standardised template for stakeholder meeting documentation |
| Stakeholder | Role in Project |
|---|---|
| Operations Team | Process owner, primary requirements source |
| Risk Management Team | Risk assessment workflow requirements |
| Branch Manager | Approval workflow requirements |
| Regional Manager | Escalation and oversight requirements |
| IT Development Team | Technical feasibility and integration |
| Compliance and Audit Team | Regulatory and audit trail requirements |
| Business Leadership | Project sponsor, success criteria approval |
| Category | Tool / Technique |
|---|---|
| Requirements | BRD, FRD, User Stories, Acceptance Criteria |
| Process Mapping | AS-IS / TO-BE, Gap Analysis, Flowcharts |
| Agile Delivery | JIRA, Scrum, Sprint Planning, Backlog Grooming |
| Documentation | Confluence, RTM, Decision Log |
| API Integrations Documented | DigiLocker, CIBIL, Aadhaar, Core Banking System |
Digital-Loan-Transformation/
|
|-- README.md
|-- documents/
| |-- BRD_Digital_Loan_Transformation.pdf
| |-- FRD_Digital_Loan_Transformation.pdf
| |-- AS-IS_Process_Flow.pdf
| |-- TO-BE_Process_Flow.pdf
|
|-- process-flows/
| |-- flowchart.png
|
|-- screenshots/
|-- JIRA_Backlog.png
|-- JIRA_Sprint1.png
|-- JIRA_Sprint2.png
|-- Confluence_Documentation.png
G Yasaswini |
yashaswini2519@gmail.com
LinkedIn
This is a portfolio project created to demonstrate Business Analyst skills including requirements gathering, process mapping, Agile delivery, and stakeholder documentation in a BFSI context.