Expert Program Manager Resume
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SUMMARY
- Program management professional with rich experience in delivering complex projects/programs, customer engagement/relationship, account management, business development and P&L
- Rich experience in planning, estimating, resource planning, project execution, risk assessment, scope, change, issue management and successfully delivering multiple complex projects.
- Experienced in managing delivery of Financial Crime and Compliance solutions, managed services enterprise scale Banking, Insurance applications as HP's Account Delivery Leader at State Farm.
- Excellent knowledge of software development life cycles including traditional waterfall and iterative agile methodologies.
PROFESSIONAL EXPERIENCE
Confidential
Expert Program Manager / Engagement Manager
Responsibilities:
- Managed successful delivery of Financial Crime and Compliance solutions for a portfolio of clients in financial service industry
- Built customer relations and increased customer satisfaction by over 25% in NPS. Won renewals / retention of business. Built fully satisfied, reference - able client relationships, and actively contributed to the positive reputation of Actimize among prospects and in the market
- Effectively managed as single point of escalation for all customer issues/concerns
- Identified business opportunities and managed pipeline of opportunities. Went thru sales cycle to close the deals with signed contracts / SOWs
- For major engagements/programs, facilitated workshops with the clients to develop road maps and high-level timelines to provide a big picture of the implementation.
- Created, managed and executed project/program plans in support of SOW to manage deliverables to meet the target dates and budget
- Ensured the establishment of scope and priorities, management of risks / issues / dependencies, implementation of solutions, and change management activities.
- Ensured reporting of status to stakeholders, conducted regular cadence of status meetings and coordinated steering committee meetings at senior management levels to present program status
- Owned P&L and managed the profitability of client engagements. Forecasted revenue and Achieved over 40% gross margins
- Managed a group of Project Managers to provide oversight/governance to the execution of projects under my portfolio of accounts to deliver as per the scope of SOW and enforcing change control.
- Driven continuous process improvement of Confidential ’s delivery processes related to methodology and project processes to reduce cost, improve quality and service levels for the clients (internal and external).
Confidential
Account Delivery Executive / Program Manager
Responsibilities:
- Built the account from ground up and achieved revenue of $14M in the first year of the account setup
- Achieved a revenue growth and exceed the target of over 40% a year.
- Increased delivery capacity by over 30% by involving partners for innovative solutions and to broaden our areas of selling. Also using consultative solution selling.
- Delivered managed services of banking application which saved 20% in the cost banking operations to the Bank
- Developed offshore center to augment the practice delivery capability by ~35%, to meet increased demand from customer
- Involved in project oversight and governance in ensuring quality, timely delivery to the customer.
- Provided oversight on the support of multiple client relationships from a project perspective and ensured regular status updates are delivered through reporting and / or regular cadence of meetings
- Owned P&L for the account. Forecasted accurate booking and revenue targets, reviewed account financials from time to time to ensure proper management of budget and track budget variances, ensure booking, revenue and margin targets are met and in line with forecasts.
Confidential
IT Program Manager
Responsibilities:
- Successfully delivered $10 million project on time to migrate in-house infrastructure to Data Center driven solution to provide additional capacity for IT applications. Realized cost savings of 30% and increased operational efficiencies.
- Managed $15 million Fleet Management System program for improved fleet maintenance by implementing COTS solution across 600 locations in the US and Canada with more than 2000+ users. Reduced costs by 20% and improved maintenance efficiencies by 50%. Project was delivered on time and within budget with 100% business satisfaction
- Successfully migrated operations to offshore in India. Increased US team productivity by 25% lowered operating costs by 30% and scaled operations by 20%.
Confidential
Program Manager
Responsibilities:
- Delivered a $5 million infrastructure program to bring onboard a global IT company as Global Delivery Partner which comprised of projects for setting up the offshore development center (ODC), networking, implementation of delivery operations management, development of disaster recovery and business continuity plans and setting up of governance model for the offshore delivery. This program resulted in 25% of cost savings on IT operations and increased delivery capacity by 35%.