Senior Program Manager - Professional Services
Aurea Software U.S.
Total years of experience :20 years, 10 Months
As senior program manager I overlook both PMO activities for Aurea CRM as well as function as the Project manager for Aurea Platinum Services. I work with teams across the world in a unique business setting. As a PMO for Aurea CRM my duties include providing strategic direction towards project plans, project scope, billings, liaising with finance teams, delivery managers, partner management, contract preparations, Project governance reviews and ensuring data accuracy across Aurea Systems. I am also responsible for Project reporting and management reviews of segment performance. I also function as the lead Project Manager for Platinum Services, across all Aurea Products (ACRM, CXPlatform, CXMessenger, CXProcess, CX Monitor) for top tier clientele of Aurea based in the U.S and in Europe. I have a matrix reporting structure to the Program Director of Aurea CRM based in Netherlands and Senior Vice President of Professional Services based in the U.S.
Key Highlights:
• Instrumental in launch of Affno Middle East operations in Bahrain to function as regional hub/ business development entity of Affno Asia in the Middle East.
• Distinguished for acquiring significant foothold in the Bahrain ICT industry generating T/O and profitability growth by 50% year on year through sponsorship of major events securing prestigious contracts with the eGovernment Authority, other private and government sector organizations.
Key Responsibilities:
Business Management
• Defining/ implementing strategies aimed at retention/ enhancement of existing market share.
• Participating in tender and contract negotiations, rendering qualitative proposals and presentations highlighting organizational/ product capabilities.
Brand Management
• Focusing on making prudent investment choices leading to enhanced ROI and greater brand visibility in the market.
• Organizing periodic promotional campaigns to generate brand awareness amongst the target market segment.
Security and Asset Management
• Evaluating risks and implementing various mitigation measures to minimize business impact.
• Generating awareness and ensuring operational readiness of Business Continuity/ Disaster Recovery Plans for protection of corporate assets.
Customer Relationship Management
• Building and maintaining productive business relationship with key decision makers across existing client/ prospect organizations for identification/ development of new business opportunities.
• Enhancing client satisfaction through prompt resolution of issues and qualitative service delivery.
Team Management
• Monitoring performance of team members and rendering productivity enhancement feedback.
• Conducting need based training sessions aligned to training need analysis of team members.
Key Projects to Credit: u**
Mobile Government Framework and Portal for eGoverment Authority - Kingdom of Bahrain
Project Brief: A complete mobile framework and portal providing 60+ services via mobile framework of SMS, mobile internet and native applications leading to integration of 25+ ministries and departments.
Key Highlights: u**
• Recipient of mGovernment 2010 (World Summit Awards) for qualitative delivery of mobile government solution project
Key Projects to Credit: u**
Ship Registry System for Ports and Maritimes Affair - Kingdom of Bahrain
Project Brief: An enterprise solution designed through re-engineering, automation, digitization, integration of services, documents, processes with the back-end and ERP systems of the ministry enabling ship owners to maintain a central profile and single channel to interact with the Ports and Maritime Affairs. Approvals are obtained through the system using digital signatures.
Key Responsibilities: u**
Project Management
• Involved in end to end management of assigned projects in compliance to project delivery schedules and other SLA parameters.
• Coordinated activities related to preparation of project management plans, finalization of schedules/ costs and evaluation of risks.
Test Management
• Ensured compliance to various processes/ procedures with regards to development, testing and rollout of solution aimed at seamless performance.
• Defined/ implemented maintenance and support processes for effective resolution of critical issues across the project lifecycle.
Operations Management
• Set up and managed virtual teams for resource optimization across various phases of the project.
• Maintained regular interaction with internal/ external stakeholders and 3rd party vendors to align project deliverables to business requirements of clients.
Reporting and Documentation
• Generated and updated various status updates for the senior leadership team/ other stakeholders based on project requirements.
• Rendered qualitative presentations for the senior management to enable in effective decision making on accomplishment of project milestones.
Client Relationship Management
• Worked on multiple projects for major clients like Ports and Maritimes Affairs, Bahrain Institute of Banking and Finance (BIBF) & Ministry of Education among others.
• Liaised with clients for collation and understanding of business requirements/ other related factors affecting client satisfaction.
Key Projects to Credit: u**
eHRM for the Ministry of Public Administration for Information Communication & Technology Agency (ICTA)
Project Brief: Project designed as an enterprise solution to cater to all aspects of staff life cycle from recruitment to retirement including maintenance of 45, 000+ staff records in coordination with 3rd party vendors (providing infrastructure HRMS solution), the ICTA and the Ministry.
Key Responsibilities: u**
Project Management
• Worked on definition of project requirements, milestones, phases and setting up of project budgets aimed at maintenance of SLA parameters and organizational bottom lines.
• Involved in evaluation of multiple projects to ensure accomplishment of project objectives.
Troubleshooting and Issue Resolution
• Guided team members in resolution of critical technical issues across the project lifecycle.
• Defined/ implemented effective work around based on project requirements.
Reporting and Documentation
• Monitored project progress and generated various status reports for the senior leadership team/ other stakeholders.
• Maintained updated project documentation including lessons learned/ best practices, standard operating procedures for future reference.
Resource Optimization
• Focused on optimum utilization of available resources to enhance productivity and profitability.
• Evaluated work load for efficient management of headcount across all phases of the project.
Client Relationship Management
• Participated in contract negotiations and managed change requests aligned to project deliverables.
• Liaised with clients like Sri Lanka Telecom, Eagle Insurance for collation/ understanding of business requirements involving implementation of projects like eTender system and eMarine system respectively.
Key Projects to Credit: u**
Unilever Expenditure Management System for Unilever Sri Lanka
Project Brief: An enterprise financial management system enabling departments to budget/ track actual expenses against the budget. Built to reflect the principles of a rolling budget, expenses are pre-approved via the system through the use of proposals. The Management can view consolidated/ drill-down view of the budget/ spend, evaluate proposals after the event to justify spend against planned KPIs.
Key Highlights: u**
• Recipient of British Computer Society (BCS) Gold for overall Best Application and Best Financial Application - 2007.
• Winner of Chartered Institute of Management Accountants (CIMA) UK - Special Award 2007.
Key Responsibilities: u**
• Functioned as Business Analyst involved in design/ development of Expenditure Management System, Online Trading and Broker Back Office systems.
• Evaluated operational objectives, business functions, output requirements and formats based on collated information.
• Involved in development of new computer program interfaces based on analysis of requirements, definition of workflow charts and diagrams.
• Focused on designing systems through reutilization of organizational products. Worked on system improvements based on existing practices and design modifications.
• Enhanced system processes through identification of issues and drafting of improved procedures.
• Maintained user documentation, rendered helpdesk support and conducted training sessions for end users.
• Ensured alignment of deliverables to business requirements of clients.
• Drafted/ submitted applications for various international software awards, rendered qualitative solutions based on client requirements.
Key Projects to Credit: u**
In-flight Entertainment (IFE) for Emirates Airlines (UAE)
Project Brief: The In-Flight Entertainment (IFE) Portal for Emirates Airlines was designed as part of the airlines new web strategy in 2004. Developed on Content Management Solution, it enables Emirates Airline to update all In-flight related entertainment (TVR & ICE) on a monthly basis.
Key Responsibilities: u**
• Catered to multiple clients like Emirates Airlines, Sri Lankan Airlines, Colombo Stock Exchange, Parliament of Sri Lanka, Addaaran chain of Hotels in Maldives during tenure with the organization.
• Maintained updated knowledge of web standards, web development processes, developing web strategy.
• Involved in conceptualization/ presentation of designs to the senior leadership team based on requirements.
• Liaised with various stakeholders in preparation, implementation and review of project schedules.
• Generated awareness on various project management processes/ procedures amongst team members.
• Guided team members in enhancing client satisfaction through effective resolution of critical technical issues.
The Imperial Global MBA is a 2 years blended learning programme. The programme focuses on high tech strategy. Imperial College London is a world leading university consistently ranked in the global top 10 and Europe top 3.
Presented dissertation on Knowledge Management. Developed model to identify, capture, store and disseminate diverse range of organizational knowledge assets.
A United Kingdom-based professional body offering training and qualification in management accountancy and related subjects, focused on accounting for business; together with ongoing support for members.