SUMMARY:

• Multi - disciplinary Program Manager / Lead Consultant with passion for solving customer problems through the right application of strategy, business, and technology, focusing on stakeholder delight, business processes and continuous improvement.
• Progressive experience of 19+ years spanning across business and IT consulting, project and program management, continuously delivering measurable business benefits.
• Delivered medium to large scale engagements in Digital Technologies, Business Architecture, Process Management (BPM), BPR, Change Management, CRM, Supply Chain Management, Legacy Systems Upgrade, Knowledge Management and Performance Management.
• Delivered independent and managed business consulting solutions in the areas of process architecture design using capability management, business process analysis, design and improvements, knowledge management using competency assessment and knowledge mapping, performance management using balanced scorecard, value chain requirements management and customer experience management.
• Worked on several engagements in the areas of CRM and IT consulting as a business analyst, responsible for business requirements management, use case analysis, functional design, prototype preparation, user acceptance testing and package evaluation.
• Delivered benefits include increased customer satisfaction, cost reduction, streamlined business processes and modernized business applications.
• Responsible for stakeholder satisfaction, quality of scope, requirements and design specifications, productivity improvement identification, time and cost reduction in processes.
• Delivered workshops on Business Process Management and roadmap to setting up process management center of excellence.
• Well-traveled professional with experience of working in dynamic, multi-culture, multi-geography, co-located as well as remote / distributed teams.
• Well organized, structured approach to problem resolution, project and program management, driving customer focused business improvement initiatives.
• Proven track record of creating, maintaining and enhancing client relationships.
• Excellent interpersonal and people management skills.
• Analytical, action-oriented, good communicator, self-driven and team player.
• Passionate about knowledge acquisition and sharing through training, mentoring and coaching.

TECHNICAL SKILLS:

• Business Process Analysis, Design and Improvement, Process Modelling
• Business Architecture, Capability Management, Roadmap Definition
• CRM Consulting (Sales and Service Solutions)
• Enterprise Architecture, APQC PCF
• Value Chain Requirements Management, Customer Experience Blueprinting
• Balanced Scorecard, Performance Management
• Business Requirements Elicitation, Analysis and Documentation, Use Case Analysis, Gap Analysis, Functional Design, User Acceptance Testing
• Program Life Cycle Management, Stakeholder Communication
• Leadership and Change Management, Negotiation, Facilitation, Training and Mentoring, Decision Making
• Project Schedule, Scope, Cost Management, Risk/Issue Management
• Pre-sales/Sales Support
• Vendor Management
• JIRA, Confluence, HP ALM, MS SharePoint, OpenText Metastorm ProVision, IBM Rational System Architect, IBM BlueWorks, Panviva SupportPoint, CaliberRM
• MS Project, MS Visio, MS Office
• Knowledge Mapping, Competency Assessment

PROFESSIONAL EXPERIENCE:

Confidential

Project Manager

Responsibilities:

• Delivered multiple small to medium scale business transformation projects with sustained revenue and growth.
• Managed overall stakeholder relationships including clients, senior management, project teams, support teams, sales, legal, finance, and external partners. Responsible for building credibility, establishing rapport, and maintaining communication with stakeholders at multiple levels.
• Responsible and accountable for maintaining engagement revenue, contribution and resource utilization.
• Responsible for overall project planning, scoping, scheduling, tracking, escalation management and resource management.
• Responsible for presenting periodic dashboard reports on current projects, future opportunities and client issues.
• Responsible for proactively managing changes in project scope, identifying potential crises, and devising and implementing contingency plans.

Confidential

Business Transformation Lead

Responsibilities:

• Delivered independent and managed business consulting solutions in the areas of process architecture design, business process analysis, design and improvements, knowledge management using competency assessment and knowledge mapping, performance management using balanced scorecard, value chain requirements management, customer experience management, and business capability management.
• Delivered E2E Business Process Architecture, Touchpoint Agnostic Process Modeling Approach, Process Management Standards, Agent Performance Assistance Solutions and Metrics framework for one of the leading IT products and services provider company.
• Delivered workshops on Business Process Management and roadmap to setting up process management center of excellence.
• Managed and delivered business consulting projects and led teams for Business Process Analysis, SLA Formations, Roles and Responsibilities definitions, implementation of Balanced Scorecards, Competency Assessment, and Knowledge Mapping.

Practice Leader

Confidential

Responsibilities:

• Initiated, nurtured and grown the Business Process Management (BPM) practice at KPIT.
• Defined the overall direction, service offerings and growth strategy for the group, in alignment with strategic objectives of the organization.
• Defined the scope, developed practice manuals, templates and methodology for business process management.
• Responsible for liaisoning with the sales / pre-sales teams across the globe, working towards identifying opportunities and prospects in the applicable business areas.
• Responsible for preparation of presentations, proposals and business case for the sales teams.
• Responsible for providing domain inputs and solution design support to the pre-sales and sales teams.

Confidential

Business Analyst

Responsibilities:

• Worked on several engagements in the areas of CRM and IT consulting as a business analyst, responsible for business requirements management, use case analysis, functional design, prototype preparation, user acceptance testing and package evaluation.
• Extensive exposure to business process understanding, process analysis, process design and implementation of application systems in CRM domain. Good knowledge of end-to-end customer lifecycle management from customer acquisition to interaction to retention to retirement.
• As product consultant, contributed to Confidential of enterprise products in the areas of knowledge management and balanced scorecard. Contributed to product conceptualization, identification, evaluation and prioritization of functional capabilities of the products, managing Confidential lifecycle, acceptance testing.
• Proficient in program / project management, process management, requirements analysis, gap analysis, functional design and implementation of IT application systems.

Confidential

People Manager

Responsibilities:

• Managed peak team size of 30 members including program managers, project managers, business analysts, technical consultants and graphics designers.
• Consistently rated as one of the best people managers within the BU with a track record of excellent employee satisfaction and retention. Responsible for employee selection, training, onboarding, ongoing performance management, retention, and career growth.
• Defined and implemented a methodology and process for new consultant onboarding encompassing the end-to-end scenario from selection, training, onboarding, review, and mentoring. Well appreciated by the customer, it was also adopted as their own standard practice for new employee onboarding.

Confidential

Alliance Manager

Responsibilities:

• Responsible for identifying and building partnerships with suitable product vendors by evaluating the alignment of organizations’ goals, objectives, culture and priorities.
• Built and developed relationships with key partners of choice in the areas of Business Process Guidance, IT Service Management (ITSM), Mobile Supply Chain and SAP Security.
• Responsible for overall relationship management, defining the roadmap for partnership, managing alliance operations and contracts, positioning of sales and service offerings within the organization and with prospects.

Confidential, Sunnyvale, CA

Program Manager / Validation Lead

Responsibilities:

• Delivery of multiple projects simultaneously in-flight and under planning.
• Leading and driving the analysis, configuration, modification and implementation of customer facing Digital applications.
• Analysis of business processes, business requirements management, analysis of end-user needs and recommendation of solutions using system standards and best practices.
• Writing User Requirements Specifications (URS) and Functional Requirements Specifications (FRS) for system development and other efforts.
• Training users on new and modified system features and its impact to business processes.
• Working with Project Managers and Scrum Masters to define scope, goals, success criteria and deliverables that support business goals in collaboration with senior management and stakeholders.
• Ensuring standardization of development processes is adhered to across the projects portfolio.
• Proactively managing changes in project scope, identifying potential crises, and devising contingency plans.
• Assisting in defining strategic business requirements and to understand complex client and user needs.
• Helping customers understand the Standard Operating Procedures for the department.
• Mitigating and solving escalations with urgency and determination.
• Coordinating and participating in the overall lifecycle execution for new software development, bug fixes and enhancements including but not limited to, validation, systems testing, defect analysis and root cause assessment.
• Collaborating with Confidential stakeholders and Business stakeholders in solutioning to understand specific user requirements for the product and define success criteria to help engineers understand exactly what is required.
• Conducting project post mortems and creating a recommendations report to identify successful and unsuccessful project elements.

Confidential, Miami, FL

Program Lead

Responsibilities:

• Process Architecture Framework in line with the organization’s business strategy
• As-Is process documentation and analysis of existing processes
• Elicitation of To-Be requirements to enhance / automate / remove current business capabilities
• Identification of opportunities for improving / reengineering / standardization across processes
• Identification of quick wins for System Performance Enhancements
• Plan for sustainability of business capabilities in medium term with effort estimates
• Inputs for Long Term Technology Architecture in alignment with the existing System Landscape

Confidential

Program Manager

Responsibilities:

• Develop overall program vision, approach and framework
• Identify the investment needs, program schedule and develop scope.
• Resource identification, allocation and management
• Integrate business and IT plans to develop, manage and track the unified plan
• Risk identification, mitigation and issue resolution
• Lead OCM (Organizational Change Management) activities for training and institutionalization of the new methodology
• Lead definition of industry agnostic business process reference models for the end-to-end enterprise operations
• Stakeholder communication and regular status reporting

Confidential

Program Manager

Responsibilities:

• Leveraging HP’s future business roadmap and E2E Business Capabilities Architecture to drive future Project Plan of Records.
• Working closely with different operational teams and process stakeholders to design, develop, deliver and maintain effective consumer support processes.
• Working hand in hand with solution design teams to identify the requirements, design and develop the efficient consumer support solutions.
• Participation in business architecture definition sessions for consumer support organization.
• Identify KPIs for the to-be processes.
• Define, design and manage E2E Business Capabilities Architecture.
• Process capturing and modeling using ProVision EnterprisePro.

Confidential

System Analyst

Responsibilities:

• Understanding the business requirements of the client.
• Transferring the business requirements to the design, development and testing teams.
• Guiding testing team in preparing test scenarios and test plans.
• Reviewing Integrated Test Plans and Test Data from functionality point of view.
• Liasoning with the external vendors like Technical Writers and Graphics Designers.
• Providing support to the design team in preparing functional design, Data Models, GUI-specification, and GUI-Prototype.
• Working with Testing team and client in acceptance testing.
• Assisting the Project Manager in reviewing the acceptance criteria given by the client; in prioritizing the functionality and estimates, Project Plan, PSR, other status reports, change request management and client interaction.

Confidential

Product Consultant / Domain Specialist

R esponsibilities:

• Worked as a single point of contact between the domain experts, technical team, business users, creative team and marketing team.
• Conceptualization, evaluation and prioritization of functional requirements.
• Functional design of the product, including the user interface and navigation.
• Continuously involved in delivering the domain understanding to the technical team.
• Issue management between technical team and domain experts.
• Functional testing of the tool. Guiding and managing the team of testers for end-to-end testing of the product.
• Product release management, including acceptance testing of the product.
• Supporting marketing team in terms of product collaterals, presentations and product demonstrations.

Confidential

Domain Specialist

Responsibilities:

• Creating a functional design based on the software requirement specifications sent by the onsite team.
• To ensure that the requirements are properly understood and translated into working application by the technical team.
• Writing test cases for the application.
• Conducting a complete functional testing of the application, putting into use the knowledge of the domain of Competency Assessment, along with the requirements of the client.
• Independent reporting of the progress of the project to the CEO and Account Manager.

Confidential

Knowledge Management Consultant

Responsibilities:

• MC 3 assessment of the various practices and propose the interventions required for building learning and winning organization.
• Revisiting the Vision and Mission for the organization, and re-affirming the same to create the divisional scorecard, group scorecards, and detailed scorecards for 24 individuals (comprising the leadership and management team).
• Facilitating definition of roles and responsibilities of the key roles.
• Facilitating determination of competency levels of individuals.
• Drawing knowledge maps for individuals.

Confidential

Product Consultant

Responsibilities:

• Creating implementation methodologies, best practice templates for various scenarios and marketing collaterals.
• Providing implementation, consulting and support to marketing team.
• Monitoring and supporting prospect follow-ups from distributors and marketing group.

Confidential

Responsibilities:

• Conceptualization, evaluation and prioritization of functional requirements.
• To ensure the implementation of functionality as desired, throughout the development lifecycle.
• To identify and prioritize the product enhancements.
• To accept testing of product as per product release plan.
• Verification of quality of product delivered by the development team against the acceptance criteria.

Confidential

Process Analyst

Responsibilities:

• Delivered ARIS level 3 and level 4 VAC (Value Added Chain) diagrams and Level 5 eEPC (extended Event-driven Process Chain) diagrams for the BIN management process.
• Prime activities included project planning, information gathering from several activity owners and process analysis and mapping in Visio, as per ARIS Modeling standards.
• Developed draft level SLAs for the process as additional deliverable for the project.

Confidential

Process Analyst

Responsibilities:

• Responsible for analyzing taxpayer service infrastructure, taxpayer-facing business processes, generating an in-depth functionality matrix eventually leading to creation of application map for the project. The primary purpose of functionality matrix is to aid in understanding the scope and the phasing of the application(s) as well as develop the application map.
• Evaluated several products to decide the right fitment to the business requirements.

Confidential

Business Analyst

Responsibilities:

• End-to-end business process mapping, requirements specifications, gap analysis and functional design of the application.
• Application functionality discovery and mapping to client needs to deliver a multi-channel contact center solution based on Siebel and Genesys.

Environment Siebel eBusiness Suite, Siebel Tools

Confidential

Project Leader / Senior Configurator

Responsibilities:

• Project planning and scheduling, team management, work allocation
• Functional design, application customization, testing and implementation at the client’s site.

Environment Epiphany E5 Interaction Platform, Visual Business Modeling Language, MS SQL Server 7.0 and MS Jscript