SUMMARY:

• An energetic and vibrant professional with 14 years experience, who will deliver projects with excellence using creativity, enthusiasm and years of solid experience in both business analysis and project management
• Possess a clear understanding of the service delivery with distinction of instituting quality control techniques to achieve performance excellence
• Skilled in business process management, process reengineering, Lean Six Sigma, Payments & Cash Management, Accounts payable, business requirement definition and client . Technically rounded in multiple delivery methodologies, Business Process Automation, quality assurance, and software development. Key combination of business knowledge, technical experience, and exceptional facilitation and communication skills to excel in any project and environment. Dynamic and strong in both leadership and team roles.
• Proven track record managing small to multi - million dollar projects using detailed project plans, status reporting, and Risk Analysis and mitigation
• Expertise and work-experience in a variety of software delivery lifecycle and change management methodologies, to flexibly establish a customer-focused approach for each project specific to the customer needs and product being delivered
• Detail-oriented and skilled in the analysis, design and re-engineering of system applications and business process improvement; uses structured system analysis methodologies, placement of business controls, diagramming data and process mapping
• Experienced in the documentation of system and business requirements/specifications, design and development of use and test plans, conducting user acceptance testing,, and implementing new processes and technology
• Outstanding communication, presentation and facilitation skills. Adept at creating and coordinating extensive communication channels to keep key stakeholders and team members apprised of goals, project status, and resolving issues and conflicts
• Successful history of line management and team development; tailoring the approach to each individual to encourage high team morale, enthusiasm and results

PROFESSIONAL EXPERIENCE:

Confidential. San Jose

Senior Project Manager

Responsibilities:

• Played a key role in planning, designing & executing eBay & Paypal business during spinoff for all CSS related entities across NASS, ESS & APAC between
• Plan to build separate servers, databases, upgrades, creating user accounts with the right privileges and track the status to closure for each business
• Assign the roles and responsibilities for the on-boarded teams and map them to the respective knowledge transition associates
• Ensure to follow the vendor transition methodology (starting from knowledge transfer to steady state), tollgate processes and deliverables and successfully transitioned processes between
• Ensure that teams are completing the mandate client s and compliant with the eBay guidelines before onboarding in to the project
• Support the delivery team to meet the stringent knowledge transition completion and the signoff the outcome deliverables by all the key stake holders
• Upon completion of KT, define the SLAs for the critical applications and ensure that they meet during observation & replication phases as per the expectations
• Plan and execute the steady state and hyper care support within agreed time lines and minimizes the interruptions to the business critical applications
• Interactions with business group to understand their expectations and aligned team
• Project escalation process to address critical items (affecting resources, cost or schedule) as well as any potential critical items, and help resolve or escalate Project issues, as necessary.
• Meeting all project plans, Service Levels, Key Measures for the project
• Track and report the team productivity to the stake holders and work closely with the team members to resolve technical/environmental issues if any
• Preparation of the weekly and monthly status reports to management and leadership teams
• Interact with all the stake holders and monitor & controlling of all the milestones and project plan WBS are on track
• Transformation of data migration to relevant application portfolio and ensure that their integration with other systems completed successfully
• Plan and execution of integration testing of various applications that has dependence on SAP
• Work closely with Transition Management Office (TMO) and ensure to align with the transition methodology in meeting the deliverables
• Mentor/guide the Project Managers and functional leads on agile methodology, process and procedures to ensure that teams meet the end users expectations
• Ramp up & on-board the resources in short span of time aligned with On/Off model Statement of Work
• Effective communication and highlight the risks to the customers in case of any scope creep that impact the estimated budget and schedule
• Preparation of transition project plans and ensure that right skilled resources are on-boarded for completing the knowledge transition phase
• Ensure to meet the time lines and deliverables from knowledge transfer to steady state
• Collate the user stories and create the product backlog
• Ensure continuous integration testing is performed between release, test and deploy the minor bugs if found during testing phase
• Define integration & release plans and ensure that deliverables are verified & validated prior implementing to Production environment
• Proactive risk mitigation plan for the agile project releases and effective communication with key business owners & end users for review/approval
• Manage the access levels on Application Lifecycle Management for various teams, review the use cases and their approval
• Successfully delivered data transmission project for eBay in May 14 resulting in 100K savings per year
• Successfully implemented supplier portal automation project to enable vendors to access the web portal directly
• Implemented data scanning and archiving Recall Project for EBay in Dec 14 successfully & initiated same for PayPal during spin off
• Developed scorecard metrics for offshore business and monthly dashboards with stakeholders
• Have delivered $1.5M savings for client through projects and other initiatives
• Have initiated several process improvements projects and successfully implemented
• Identified new growth opportunities with new services for better customer service and improve TAT
• Coordinated with various stakeholders and identified opportunities to enhance
• Improved SOX audit to 100% from 70% and improved overall accuracy from 92.5% to 98% through CAPA, effective root cause analysis, identifying needs
• Successfully transitioned critical and sensitive process and attained BAU in a short time
• Played a key role in mergers, acquisitions for various clients and successfully implemented integrations.
• Delivered projects using Lean Six Sigma concepts in Cycle Time Reduction, Accuracy Improvement
• Automated several reports and other manual processes using VBA & MS Access as solutions
• Delivered a BB project using BPMS methodology by developing a tool in VBA & Access, metrics & dashboard, resulting in $1M savings
• Conducted LEAN / Value Stream Management workshops; PM root cause analyses to define continuous improvement process
• Developed and delivered metric dashboards, quality manual for new transitions and existing processes

Confidential

Projects Manager

Responsibilities:

• Worked with McKinsey Team in OPC diagnostic and Create project plans aligned to the transition milestones and time lines
• Assign the roles and responsibilities for the on-boarded teams and map them to the respective knowledge transition associates
• Support the delivery team to meet the stringent knowledge transition completion and the signoff the outcome deliverables by all the key stake holders
• Upon completion of KT, define the SLAs for the critical applications and ensure that they meet during observation & replication phases as per the expectations
• Implemented capacity planning and trained supervisors and team leads to effectively manage resources
• Improved efficiency and productivity by doing extensive analysis on volume trend and identified the inflow and pattern, which resulted in 90% productivity and reduced over time for the team from 600 hours to 200 hours
• Introduced classroom & simulation and buddy program for payments dept., to improve process knowledge and reduce variation
• Introduced performance tracking mechanism and regular reviews, resulted in significant improvement in low performing staff
• Interactions with business group to understand their expectations and aligned team
• Meeting all project plans, Service Levels, Key Measures for the project
• Schedule the sprint demos for the implemented features to all the stake holders and seek the inputs, feedback and correct them earlier than later
• Track and report the team productivity to the stake holders and work closely with the team members to resolve technical/environmental issues if any
• Preparation of the weekly and monthly status reports to management and leadership teams
• Proactive risk mitigation plan for the both internal & external dependencies impacting scope, schedule and budgeted cost
• Define the risk management plan for all the deliverables and share the same to the business users, technical and release management teams
• Played a key role in establishing relationship with JP Morgan Chase Bank and worked on a pricing structure that would facilitate transaction-banking revenue for the bank
• Have revised the pricing structure with DEUTSCHE Bank and increased the rebate from 0% to 30%, which resulted in a profit of EUR 45,000.00 approximately from Jan to Dec 2010
• Represented the bank in Payments and Cash management conferences and discussed pricing structure and service call issues
• Developed SOP for payments process and reduced the risk of duplicate payments in swift alliance
• Computerized the generation of swift messages between swift alliance system and the core
• Banking system
• Successfully automated the loading of files from the core banking system to the swift alliance
• Server
• Designed & deployed a queue management system for outward remittance process
• Formulated a user application and database for the reconciliation of outward remittance process
• Developed Service Level Agreement (SLA) for all processes in CPC
• Developed Time Capture System using VBA and Access and generated performance measurement index (PMI) reports for measuring the performance of the staff
• Introduced enquiries queue management system to measure no. of complaints arising due to
• Operator errors
• Have lead and managed the payments section without any operational losses from 2008 onwards and resolved all complex enquiries by taking ownership
• Have initiated inward process STP by coordinating with swift and IT team
• Acquired in-depth knowledge on swift messages and the technical aspect of swift alliance system
• Have initiated compliance related issues with branch and drafted procedures
• Implemented AML guidelines and created a mindset on the importance of AML procedures
• Helped the branches start monitoring their customers and highlighted activities in the event of suspicious transactions
• Developed capacity and resource allocation plans for CPC
• Revamped the login time for the CPC department in order to meet SLA which was never been changed over the last 33 years
• Minimized the TAT for inward remittance and enquiries process
• Have developed reconciliation reports for cheque clearing to ensure all physical received/sent to and from Central Bank are in line with cheque processed through ICCS
• Have initiated the Central Bank Bulk Payments System and were among the first users to implement
• Developed an online system and automated central bank payments (FTS), which allows the staff to login and prepare appendix for AED payments & reduced the paperwork, time and eliminate duplicate payments
• Independently managed the staff and increased the productivity of each staff from 40% to 75% through job rotation and distribution
• Developed contingency plans for each process by cross resources
• Have developed a Nostro account breaks report for Treasury Dept to cover the Nostro Accounts with correspondent banks

Confidential

Manager

Responsibilities:

• Administered GR India which took ownership of all the queues on service feedback (complaints) process from UK, one of the most complex and prestigious process in GR
• Successfully achieved 80% resolution on customer complaints by resolving them within 48hrs, the process was an initiative taken by the HSBC Group to identify the service issues calls and root causes of the problem
• Successfully transitioned General Enquiries process from UK as project lead and attained BAU in a years’ time