Sumit Mewada

Manager – Operations | IT Business Analyst

• Job Details:Acted as a key liaison between business users and IT teams to gather, document, and validate functional and non-functional requirements. Conducted stakeholder interviews, workshops, and process walkthroughs to elicit business needs and pain points. Translated business requirements into user stories and acceptance criteria, ensuring alignment with product and development teams. Used SQL and Excel to analyse data, identify process gaps, and recommend improvements. Created detailed process flowcharts (BPMN/Visio) to illustrate current vs. future state processes. Conducted process gap analysis and recommended technology-driven solutions across business units. Monitored post-implementation performance to ensure solution effectiveness and user adoption.

Team Manager - Operations

• Job Details:Supported the creation of standard operating procedures (SOPs) based on business needs and system workflows. Conducted data analysis on delivery and logistics KPIs to support process redesign projects. Built dialler to manage team productivity. Interacted with internal departments to gather requirements and define system specifications for reporting tools.

Team Leader

• Job Details:Led requirement gathering sessions for client-based system improvements in voice and email processes. Created RCA (Root Cause Analysis) reports with actionable recommendations based on incident data. Monitored eCommerce KPIs, such as cart abandonment, conversion rates, average order value, and bounce rate, to support continuous improvement. Worked with development teams on platform integrations (ERP, CRM, inventory, logistics, etc.) and ensured API and backend readiness. Prepared BRDs, FRDs, and process flows, wireframes to support development.