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Work Background
Tata Consultancy ServicesSenior Manager
Aug. 2020Riyadh● Managed end-to-end delivery of projects, overseeing a portfolio of up to $4.5M USD.
● Developed and maintained project plans, schedules, and budgets, ensuring adherence to project milestones.
● Led a 70+ cross-functional teams comprising developers, business analysts, and quality assurance professionals to ensure project success, seamless operations and improved customer satisfaction.
● Implemented efficient project management techniques, resulting in on-time and within-budget deliveries.
● Achieved $82M SAR payment collection and saved $29M SAR potential fraud for the client.
● Transformed bidder qualification process on Etimad platform, saving $19K SAR through Agile methodology.
● Standardized tender evaluation criteria, resulting in $155K USD annual savings.
● Orchestrated the implementation of a large-scale ERP system, resulting in a 20% reduction in operational costs and a 30% increase in
efficiency.
● Successfully managed and delivered 3 complex technology projects with budgets ranging from $1M to $5M.
● Create and uphold project records, such as project charters, blueprints, progress summaries, and project culmination assessments.
● Cooperate with cross-functional groups, which encompass developers, business analysts, and project managers, to ensure project congruence with business requisites and aspirations
● Engage with an extensive cross-functional project squad to fulfill project goals, encompassing Engineering, Quality Analysts, Product Management, Operations, and Customer Support.
● Detect and handle project risks and complications, devising counteractive strategies to curtail project repercussions.
● Pioneering and sustaining efficient processes across diverse teams to ensure the unobstructed execution of projects.
● Collaborated with vendors to negotiate contracts, manage deliverables, and ensure compliance with project requirements.
Tata Consultancy ServicesManager
Oct. 2014 - Jul. 2020Riyadh, Saudi Arabia● Managed the end-to-end implementation of a Oracle CRM system for a global sales team, resulting in a 25% improvement in customer engagement and a 15% increase in sales revenue
● Led transformation engagements in Oracle EBS R12 & Oracle CRM leading to the development of accounts payable systems and policies.
● Led a team of 55+ resources for procure-to-pay, record-to-report, receivables and IT functions.
● Managed accurate processing of 20,000+ invoices per month and presented client dashboards.
● Streamlined journal postings, saving $20,000 yearly, and achieved bulk e-mail upload automation.
● Oversaw the integration of third-party software solutions, coordinating efforts across multiple vendors to achieve seamless system interoperability.
● Assisted in the planning and execution of technology projects, gaining a deep understanding of project management methodologies and best practices.
● Assure compliance with superlative project management methodologies, encompassing project administration, change control, and quality validation.
● Spearhead and bolster incessant enhancement initiatives within the sphere of project management.
● Capably communicate and regulate the outlooks of numerous stakeholders, comprising Business, Partners, and other invested parties.
Tata Consultancy ServicesAssistant Manager
Jun. 2008 - Sep. 2014Mumbai Area, India● Managed Corporate Banking Credit Administration process, ensuring timely project delivery.
● Partnered with clients, vendors, and auditors to meet project goals. ● Created RBI Annexure II Letters using CRISIL, Fitch, ICRA, and MRA ratings.
● Streamlined vendor follow-up mails and ratification letters through CSDS.
ICICI BankSenior Officer
May. 2006 - May. 2008Mumbai● Resolved requests of HNI (High Net worth Individual) clients relate with Booking of FDs, NRE & NRO Account Opening, Trading related queries, Mutual Fund Information, IPO related queries and DEMAT related queries.
● Created weekly / monthly Management Information Dashboards and Error Trackers
● Conducted UAT (User Acceptance Testing) of FCRM (Finnacle Customer Relationship Management) System
● Identified training requirements of team members and delivered required trainings in coordination with
Process Managers
Accomplishments:
● Holds the distinction of handling clients of PCG (Private Client Group) with holdings of value $ 1+ Million
● Enhance process efficiency through regular training measures
J.P. MorganQuality Analyst
Feb. 2004 - Apr. 2006Mumbai Area, IndiaAssignments Handled:
Oct’05 – May’06 Quality Analyst
Role:
● Reviewed calls made by vendor executives, maintained record of their quality scores and provided timely feedbacks
● Attending call calibration sessions with vendor quality analysts; held discussions on code of conduct calls with Quality Manager & Site Managers and developed appropriate action plans Jan’05 – Sep’05 Subject Matter Expert
Role:
● Worked on U.S Mortgage Process
● Guided & coached a team of 15 members; effectively handled team escalation calls
● Monitored calls of team members and provided relevant feedback to them to help them perform better
● Delivered trainings for the team for improving their soft skills
● Participated in Call Calibration Sessions with Senior Quality Managers Feb’04 – Dec’04 Customer Care Professional
Role:
● Handled Chase Mortgage Process, as part of Pilot Batch
● Mentored new hires on taking calls and coached them on product knowledge; monitored their calls and provided feedback
Accomplishments:
● Won numerous awards for:
● Tele-survey (Customer Satisfaction Survey) in 2004 year
● Maintaining AHT (Average Handle Time) of xx in 2004 year
● Achieving Quality Score of 100% in 2004 year
● Maintaining 100% Attendance in 2004 year
GTL LimitedCustomer Care Executive
Feb. 2002 - Jan. 2004Mumbai Area, IndiaServed as part of pilot batch for UK Telecom Process; successfully worked in both Inbound and Outbound process. Handling Customer Service calls
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