SUMMARY

• 8 years of product and program management experience encompassing product strategy and roadmap, requirements engineering and design, business process management, enterprise architecture and scaled agile, guiding SMEs and large enterprises in new product development, agile transformation and go - to-market strategy to build customer-centric products, improve business agility, alleviate risks and manage product release into the market for strategic business growth.

TECHNICAL SKILLS

Core Competencies: Product/Program Management • Salesforce Cloud • Business Model Canvas • BPM • BPMN • Enterprise Architecture • Lean/Agile Transformation • SAFe • Current & Future State Assessments • GAP/SWOT/Cost- Benefit/Risk Analysis • Customer Journey Mapping • Value Stream Mapping • Change Management • Requirements Engineering • Functional Designing • UML • UX Designing • Project Management • Leadership/Teamwork • Reporting

Software Proficiency: Salesforce — Service, Health, Marketing & Confidential ; Sales Cloud • CA Rally • JIRA • HP Agile Manager • Confluence • Signavio • MS Visio • HP ALM • IBM Requisite Pro • SAS E-Miner • Tableau • Balsamiq • SQL Server • NoSQL • MongoDB • Neo4j • IBM BPM • MS SharePoint • iRise • MS Project Professional • MS Office

PROFESSIONAL EXPERIENCE

Product Manager

Confidenril, Minneapolis, USA

Responsibilities:

• Partner with Care Services to design and develop HouseCalls product on Salesforce Cloud aimed at improving home visits by 26% YOY, reducing high operating cost, increasing call agents, coordinators and APCs productivity.
• Build a robust clinical care services platform to automate processes, reduce human errors, improve acceptance rate, record member touchpoints and onboarding commercial clients for multifold increase in $670M home visits business.
• Ideate, design and engineer complex business processes for clients’ configuration, member engagement, practitioner management, campaign journey map and smart visit scheduling using lean principles.
• Define a strategic product roadmap and target operating model to eliminate operational inefficiencies, increase product scalability, centralize customers’ information, and offer high flexibility to changing business needs.
• Work with C-Suite executives to design and tactically implement Optum strategy aimed at building one platform for 4+ complex care products and 3M+ members to exploit synergies, reduce cost, and enrich member experience.
• Define the product vision, identify opportunities, elicit product requirements through usability studies, research & Confidential ; market analysis; conceive a lean complex care product based on intimate knowledge about customer and technology.
• Introduce household & Confidential ; alternate site scheduling, member segmentation and do not visit capabilities to increase HouseCalls acceptance by ~12%, run targeted campaigns, and uphold APCs’ safety from potentially unsafe members.
• Develop HouseCalls capabilities/features; draw an implementation roadmap and design a scalable functional solution to include all complex care products; advise leadership on best strategies to achieve business goals.
• Liaise with data partners, develop data strategy, ideate key business logics, identify disparate enrollment, demographics & Confidential ; eligibility data sources, define integration points & Confidential ; I/O criteria for new stage that’ll manage members’ data.
• Create custom hierarchical US territory master with ability to define dynamic territories for managing APCs’ contractual allocation, availability assignment and scheduling HouseCalls for targeted member population.
• Design a tiered client structure and Salesforce object model to classify ever-growing Optum clients, onboard new clients, manage custom campaigns, tailor every client’s specific needs and their member’s home visit experience.
• Create work rules based on practitioners’ credentials, skills, preferences, and Optum policies for smart scheduling thereby optimizing practitioners’ travel time and capacity while reducing members’ wait time for HouseCalls visits.
• Create intuitive UX designs, perform A/B testing, customize for ease of use and best-in-class end-user experience.
• Drive PI Planning, set product/program milestones, evaluate risks, guide POs/BAs and multiple scrum teams, balancing engineering effort for parallel implementation of key capabilities in SAFe methodology.

Confidential, Austin

Responsibilities:

• Collaborated with 30+ global cross-functional teams to establish current state, identify pain points and opportunities; engineered sales-centric E2E CRM process workflows for DSA NA and USP LA offline sales platforms.
• Translated business vision and customers’ experiences into product strategy and feature roadmap; defined and prioritized product requirements based on target customers; balanced between performance, features and TTM.
• Partnered with senior leadership to define critical bottlenecks, identify tactical solutions and determine ROI; liaised with product owners and IT partners to do effort sizing and cost estimation for offline sales platforms stability.
• Pitched to C-Suite executives and secured $0.8M funding for OSE stability initiative to optimize processes, reduce SLAs, eliminate IT bottlenecks, and achieve 99.9% DSA availability and performance by 2019.
• Analyzed and designed a federated enterprise architecture encompassing 70+ applications/systems of complex, multi­layered, and fragmented offline sales ecosystems, working with global engineering teams through JADs and JRPs.
• Designed 90 different processes for Sales Cloud, identified 100+ existing DSA ecosystem services, and meticulously mapped top down with an emphasis on reusability, technology cost rationalization and foreseeable risks mitigation.
• Created implementation strategy and managed release planning for account management, quote, complex order and payment possessing on Salesforce in SAFe model thus increasing sales by 27% and improving customer retention.
• Established PI and release goals, prioritized product backlog, guided engineering efforts, controlled product development, planned Go Live, delivered robust product and reviewed success metrics for continuous improvement.

Senior Consultant

Confidential

Responsibilities:

• assessed current state, analyzed gaps and designed future state to bring clients’ external assets to Salesforce Cloud with an aim to provide advisors one view of their clients’ asset portfolios.
• Designed target operating model, segmenting clients, accounts and financial advisers; created new capabilities and realigned existing financial, investment, and legal services, increasing AUM, ROI, and wealth market share.
• Collaborated with 3 rd party vendors for clients’ portfolio data ingestion into Salesforce Cloud via new pre-stage; define data requirements; integrate 3D Advisor, trading platform and online portal for versatile, lean product platform.
• Re-engineered E2E business workflows, encompassing internal, subsidiary and external wealth accounts using lean, defined process-level SLAs, and mapped reusable legacy services for integrated business — technology framework.
• Facilitated PI planning with client stakeholders, defined product requirements and features for individual, linked and household wealth services, did cost benefit and risk analysis, designed wireframes, and documented BRDs.
• Created use cases and developed UML diagrams — activity, sequence and class using Visio in line with product goals.
• Defined epics encompassing product-wise account types and themes by different accounts in a 2D matrix model.
• Created user stories, groomed product backlog with engineering teams, drove PI planning, planned sprints in scaled agile model, facilitating migration and redesigning of MS Online web portal for best customer-focused experience.
• Created and guided implementation of federated enterprise architecture for multiple client and asset groups to allow interoperability and information sharing across semi-autonomous and siloed LOBs, IT systems and applications.
• Defined strategic client reporting requirements and data specifications to develop and build customized dashboards.
• Managed wealth product lifecycle from strategic planning to tactical execution, identified business opportunities, balanced customers’ experience vs. engineering cost, and defined measures of success for continuous improvements.
• Managed 5-member team, delegating responsibilities, balancing workload, and mentoring throughout client engagement.

Product Owner

Confidential

Responsibilities:

• Launched money market products - deposits, mortgages, asset-backed funds, commercial papers, and foreign exchange products in Canada using Oracle Flexcube as part of global expansion program for its corporate customers.
• Collaborated with US partners, defined product’s strategic roadmap, requirements, designed lean process workflows.
• Created behavioral UML diagrams, defined epics, themes, user stories and groomed the product backlog.
• Facilitated sprints’ planning, backlog grooming and pokering, participated in daily stand-ups, and demoed workable product to business owners across multiple releases in agile scrum model.

Product Owner

Confidential

Responsibilities:

• Interviewed banking staff, facilitated JADs in focus groups to understand current state workflows, elicited KYC requirements, and re-engineered business processes using IBM BPM, introducing KYC guidelines across all LOBs.
• Designed future state federated architecture, determined gaps and performed ROI analysis, implemented functional solutions across Salesforce CRM, Sales Customer and satellite applications to incorporate AML guidelines.
• Introduced lean methods to re-design customer onboarding, account opening, cash deposits, credit, loans, and online banking business flows, and created value stream maps for waster elimination and process efficiency improvements.
• Defined business goals, created use cases, UMLs and wireframes, documented BRDs & Confidential ; FRDs for AML rules.
• Created and managed product backlog to implement KYC norms into current business flows, launch new services and enhance functional capabilities for online banking and Sales Customer platform in a scaled agile framework.

Confidential

Responsibilities:

• Guided Confidential through integration of AXA’s 4 major wealth products and its clients’ portfolios with its Bluedoor wealth management platform, bringing $20 billion assets under Confidential ’s management as part of Confidential -AXA merger.
• Collaborated with Confidential, DST, and 3 rd party vendors, analyzed current state processes and IT systems, elicited new product requirements, identified gaps, performed ROI analysis, assessed risks/impact of Confidential ’s business integration.
• Brainstormed with client partners, designed future state business architecture, workflows, and defined activity-level SLAs for corporate actions, trading & Confidential ; settlements, asset rebalancing, advisor, client and account management areas.
• Implemented lean principles using DMAIC/ DMADV methods for existing and new process designs, created value stream maps, demarcating process and operation steps, and designed behavioral UMLs for technology integration.
• Defined product requirements with portfolio/asset managers, redesigned online web portal, configured Bluedoor and defined data specifications, offering AXA’s super, pension, retirement fund management products to Confidential ’s clients.
• Created service-level themes that shared common attributes, defined user stories, groomed product backlog, coached cross-functional teams, planned releases and sprints, and demoed working product for business sign-off.
• Worked on project scope, plan/roadmap, effort estimation and IT strategy; reported project progress, roadblocks and outcomes; lead 6-member team for analysis, product design, requirements management and UAT testing.

Confidential

Responsibilities:

• Built a new CRM platform for customer onboarding, consumer banking and cash management services for $139 billion Confidential, collaborating with banking staff and 45-member technology team on a $4.2 million project.
• Facilitated JADs, focus groups to brainstorm on complex business requirements, designed lean process workflows for customer onboarding, account management, KYC compliance, debit/credit and deposits/lending services.
• Created behavioral UML diagrams, prepared goals-driven uses cases, and documented BRDs/FSDs, facilitated agile- waterfall hybrid development model, cutting down onboarding time by 33%, and reducing resource necessity by 57%.
• Drafted user stories for 40% Class I process workflows in JIRA to create a product backlog, built consensus with client-side managers, did sprint planning & Confidential ; backlog grooming, and demoed doable product to the business partners.
• Collaborated with scrum master in daily stand-ups, monitored burn down/up charts to draw corrective course of action in ongoing sprints, and participated in retrospectives aimed at higher per resource productivity and efficiency.
• Worked with program managers throughout SDLC cycle, guided UAT teams, created project reports, acquainted client of project progress and ensured delivery of business outcomes.

Confidential

Product Manager

Responsibilities:

• Guided business-driven technology integration of Confidential and Aviva’s Australian wealth management LOBs, phasing out legacy systems, enhancing Navigator platform, migrating Aviva’s clients and products to Confidential, thereby consolidating businesses and streamlining $5.5B assets under management.
• Launched new super, retirement and investment products for consolidated Confidential ’s clients, offering investments into broader asset classes and new corporate actions, enabling Confidential to gain 10% market share, and serve 3M+ customers.
• Performed current/future state assessment of process workflows and applications/systems architecture, analyzed gaps, designed lean workflows, defined product’s strategic roadmap and TOM to integrate Aviva’s wealth products.
• Identified, assessed and mitigated risks/impacts of complex integration and data migration to Confidential ’s platform, and recommended best strategies to minimize business impact, reduce data irregularities and optimize technology cost.
• Elicited business requirements and functional specifications for derivatives trading, corporate actions, rebalancing and settlement across new Confidential products, defined business goals, created use cases, and documented BRDs and FSDs.
• Created wireframes of client-interfacing, advisor web pages and Confidential staff-operated Navigator views along with UMLs viz. use case and activity diagrams, and created complete documentation for waterfall implementation.

Confidential

Product Manager

Responsibilities:

• Contributed to implementation of My Account portal for account management, usage metrics, customer invoicing, and value add services across 4 major Telstra products - mobile, landline, data and TV, creating a one stop solution for customers, reducing administrative time by ~80% and enriching overall customer experience.
• Worked with Telstra product teams to create future vision, identify delta and elicit product requirements, modelled unified process workflows and alternate paths, brainstormed on alternatives and obtained sign-offs on final designs.
• Participated in JRPs & Confidential ; JADs, defined business goals, created functional requirements, designed goals-driven use cases, documented BRDs/ FSDs and managed requirements traceability matrix (RTM) to ensure complete scope coverage.
• Designed wireframes for web portal and worked with technology teams through SDLC in a waterfall model.