DB Contract Manager
British Telecom
Total years of experience :11 years, 6 Months
• Provides project management expertise and leads key project work streams, working with the full project life cycle, following project Governance processes.
• Provide initiation, definition, delivery and closure of projects within agreed Scope, Timescales, Cost and Quality.
• Governance & Documentation - Ensure proper governance is followed and all documentation prepared within timelines, reviewed by relevant stakeholders and signed off prior to Go- Live and shared with relevant stakeholders for archival and future reference in order to meet the audit requirements.
• Lead the planning and implementation of project
• Establish project scope, goals and deliverables
• Develop full scale project plans and track all actionable to closure
• Responsible for accurate and timely reporting against the project plan and budget in line with agreed Programme governance
• Risks, Assumptions, Issues & Dependencies -
A. Facilitate in identification of risk, issues and dependencies, both onshore and offshore : documentation : identification of Mitigations and Controls
B. Complete sign off form all stakeholders of the risk assessments undertaken
Responsibilities included providing business analytics support to top management, driving process improvement initiatives, developing presentations to provide business performance overview and proposing recommendations.
• Authored, reviewed & updated the process SOP's (Standard Operating Procedures) to facilitate recording of the complete process flow & easy reference.
• Built internal control processes for all reconciliations performed in the team.
• Managing customer complaints related to interest rate and charges
• Handling Customer endorsements, complaints and requests with focus on customer delight.
• Liaising with auditors (internal and external) to get the processes audited for gap identification and loophole rectification.
• Monitoring KPI's and TAT's.
• Planning and providing on floor training and support.