Sr. Project Manager / Project Lead
INTWO Schneider Electric
Total years of experience :22 years, 3 Months
Managed Customer Engagement, Project Lifecycle planning, Solution driven scope, Delivery Management, Resource planning and People management.
Project kick-off meeting, Project phase planning, Milestone plan, Communication& Project governance.
Drive IT partners, Solution architect, consultants, Integration & development teams etc. to achieve the designed solution within the Project scope and timely delivery.
Coordinate, support & respond to internal teams FinOps, Integrations, Business Intelligence, Customer Portal for a successful delivery with great Teamwork.
Completion of Project Milestones, Follow ups with customer, Signoffs & relevant Invoices & Payments.
Plan & conduct Project Reviews, Progress Report, Steering Committee, Escalation and updates to all concern teams and Management.
Maintain Risk Register, monitor & have the Mitigation plan in place, record & highlight to the forum.
Manage Functional and Integration Testing teams, CRP, User Acceptance Testing, New release etc.
Periodic updates to Account Managers, Billing & Finance team for the Milestone completion & Invoices.
Closely working with PMO on Resource allocation, Timelines for every quarter in MS Project online and track the Project profitability. CRM vertical reviews and best approach for effective performance.
Team Handling of 15 resources (CRM Functional, Technical teams) offshore team, subject matter experts etc. and outsourced members.
MS Dynamics CRM implementation Projects for some esteemed clients (Property developer, Telemedicine, Retail & GCC students/scholarship NGOs etc.) in Dubai-UAE
Technical Upgrade for MS Dynamics 365 projects for esteemed clients based in UAE, Bahrain, KSA.
Prepare Project Life cycle planning, Milestone plan, Escalations matrix, Vendor Management, Review & Project Governance model.
Drive IT partners, Technical architect, Consultants, Integration & development teams etc. to achieve the designed solution with Project scope and timely delivery.
Conduct Project kick-offs, Manage Stake holders (Internal & External Customers), Project status reporting, necessary follow ups and Sign offs.
Single point of Contact (SPOC) and communicate within teams at all levels, Stakeholders, Business Heads, and Senior management and keep all updated about the Project status.
Proactively conduct Risk analysis & have the mitigation plan in place and record the Issue logs.
Manage Functional and Integration Testing, User Acceptance Testing, New Patch Release etc.
Completion of Project Milestones, Payment Milestones, Invoicing, Follow ups & Vendor payments.
Some Successfully Completed Projects:
✓ Implementation of Oracle ERP (EBS R12.2.6 - HRMS/Financials/Project Accounting) for Oil & Petroleum Organization in Kuwait.
✓ Technical Upgrade of Oracle ERP (EBS R12.2.7) for an esteemed Oil Company in Kuwait.
✓ Implementation & Support of Oracle Primavera P6 18.8 with Primavera Gateway.
✓ Centralized Ticket Management/CMS for a Gas supplying organization in GCC region
Team Handling of 10-12 resources consists of direct resources, indirect resources, offshore team & managers, subject matter experts etc.
Help and support the Pre-sales team for POCs, system demonstrations, clarifications & success stories.
Catering to clients in India & middle east region...
# Managed Customer Interactions, Business Requirements mapping, Solution driven scope, Vendor Management, Delivery Management and people management.
# Conduct Project kick-off, Project planning, Milestone plan, Communication & Project Governance.
# Project/ sub-project for Oracle ERP (HCM, Finance & PA, Recruit & Learn Management & Payroll..
# Cisco Unified Contact Centre (PCCE, CRM, TTS/ASR, Agent Desktop, Recording & Reporting systems) for banking industry.
# Provide 360 degrees Project consulting, Process flow design & Customer Service Management to a Retail Ecommerce portal & Commercial B2B portal.
# End to end CRM Project delivery for various modules namely Service Management, Sales Lead Management, Order Management system and Contact centre.
# Participated in User Acceptance Testing (UAT) Business level testing on CRM/ERP module includes Oracle Apps E-business, Point of Sales & Billing systems.
# End to end Project handling & Process flow design for Sales & Order Management for an online parenting portal & retail Ecommerce portal.
# Managed Project lifecycle, Communication plan, Status updates, Publish of Issue logs & Challenges, Customer communication & Escalation, periodic Sign-off & closure.
# Examined the line of businesses (Voice, Data, Web-portal), Gap Analysis, Process Re-engineering, and provided suitable solutions to the problems
# Interface with cross functional teams to recognize Business Requirements and convert the same into operational prerequisite.
# Involved in design discussions to understand product & domain details as per the requirements and recommend Ideas & best practices.
# Performed strategic planning and forecasting as per projections, new launch, call flow routing, and CRM workflow design.
# Project planning & Implementation on Siebel CRM/ERP involving Business managers, Network operations, IT partners & Customer service managers.
# Single point of contact to interact with IT partners, technical architect& development teams and drive them accordingly to achieve the designed solution.
# Managed multiple projects, sub-projects & drive the teams for successfully delivery of projects as the Commercial launch timelines.
# Planned & implemented VAS (value added services) for the Prepaid /Post-paid Customers
# Planned & built centralized customer contact centres / outsourced BPOs with over 900 users and making them operational ready in short span.
# Designed Test cases, UAT, dry-run for new releases, Change request, patch upgrade etc. Official Sign-offs & go ahead.
# Conducted Training and Mentoring to operations team, core project teams, and other team members and conducted project awareness programs.
# Vendor Management & Partner management as per SLA parameters & defined metrics.
# Access Management, User login, access rights for CRM systems, KM portal, Training environment with relevance to role, responsibilities, positions, and specific circle access.
# Communicated with teams at all levels, stakeholders, process owners to handle and transfer escalations to the concerned teams & workflows.
# Coaching & mentoring to team mates, operation teams & other project members with periodic performance checks & reviews.
# Functional Consulting & Implementation on Siebel CRM Modules like Lead Management, Order Provisioning, Service Management, Campaign, Emails/Multimedia as per the business requirements.
Catering IT needss for various formats of Retail, Fashion, Hypermarket, Home Solution etc.
# Business Analysis, Scope of work and Consultation to the internal Future Group clients (Pantaloons Fashions, Hypermarket, Home Solution) as per their business requirements.
# Managed projects, sub-projects for Retail Stores & Online Ecommerce portals.
# Planned & Volunteered Client meetings/Business meets, Presentations, coordination within inter & intra department functions and ensure smooth project delivery.
# Provided operational assistance, problem identification and solution to customers, business partners & vendors.
# Ensured problems/issues are systematically tracked, addressed, escalated accordingly and followed-up and get desired result/solutions; publishing Issue Logs to all concerned teams.
# Handled multiple projects on Retail Billing, SAP/ERP, Warehouse and HRMS,
# Provided support & refresher programs to clients after project completion on need basis.
# Built an IT complaint management desk for over 400 Retail stores across India & also for the Online Ecommerce teams.
# Jointly worked with HR on in establishing the Hire to Retire & PMS system, and Training for 20, 000 employees of Future group ranging from top level business head to store personnel.
# Attended conferences, forums, workshop etc. keeping abreast about the industry & market trends.
# Completed Retail Billing POS Wincor - Nixdorf, Sales Order, (Supply Chain) Modules, SAP CRM/ERP, HRMS Projects
# Employed customer service prerequisites for successful product launches - Retail Internet Services, International Prepaid Calling Cards, Net Telephony, & Broadband Service.
# Process Re-engineering of CRM (Oracle Apps E-Business Suite), IVR, Order Management, Order Fulfilment Processes for all the services (Data, Content, IP-Telephony) under Tata Indicom umbrella.
# Planned system workflow, SLAs, Priority Management, Alerts & Notifications, Escalation Management Matrix (within & outside the defined TAT) in Oracle CRM.
# Planned and employed IVR/ACD/PBX call routing solutions for multisite Contact Centre (Inbound & outbound - Mumbai, Delhi)
# Arrange team meetings, con-calls, updated VCs on operational matters/Issues, frequent problems, and feedback related to BPOs and circle offices
# Transition from captive Contact Centre to outsourced Tata BPO centres (Pune, Hyderabad, Delhi)
# Access rights & set-up of all Applications, data systems, data backup to the BPO Operation teams.
# Evaluated business plan and requirements to design and suggest Change Request/Enhancement & modifications in Oracle CRM, POS, Remedy & BI Reports
# Performed training management activities related to identification of training needs, plan & execution of Training Programs for the set of users.
PGDBA/ Exceutive MBA
Electrical Engineering Diploma