Director - Business Intelligence Projects
In2M Technologies Pvt Ltd (Finicity)
Total years of experience :22 years, 8 Months
SENIOR PROJECT MANAGER
12+ years leadership experience in managing, developing, and supporting technology programs and customer delight.
HIGHLIGHTS OF QUALIFICATIONS:
• Proven leader with experience in leading new projects, streamlining project processes and operations through strategic assessment, encouraging innovation, maintaining focus on delivery, and motivating groups through formation of high performance teams.
• Background of executing multiple diverse projects, with the experience of directing all aspects of project lifecycle from conceptualization to implementation and support.
• Process oriented, performing a wide variety of activities, familiar with all organizational and financial aspects of project management, focused on effective project execution to meet cost, time and resource constraints.
• Communicate and collaborate with cross functional teams and diverse stakeholders, with ability to work as a team player and go the extra mile to meet deadlines.
• Credentials include PMP, MBA, ITIL v3 and Six Sigma Green Belt that are effectively used on the job.
Since Feb 13 Director - Business Intelligence Projects
Establish and execute the strategy and vision of the business intelligence project. Direct the strategic, tactical, operational, financial, human resource, and technical resources associated with the BI project. This project is ultimately responsible to help transform Finicity into a business that truly differentiates and competes on analytics.
* Interact with C-level executives, key business stakeholders, internal staff, partners and clients to understand their BI needs
* Built a cost effective open source BI platform as a proof of concept (POC) for the project
* 35% improvement in product experience as a result of data exploration, reporting, analytics and subsequent operational changes
* Automated key internet marketing reports that saved 50% of resource time and aided quick data driven decisions for campaign execution
* Saved fifty thousand dollars month on month by identifying and correcting a data anomaly in pay per lead partner billing method
* Promoted data driven product development
* Managed BI Information delivery
* Managed BI vendors
Apr 10 - Jan13 Director - Operations
Manage the overall India operations, including software development, IT, engineering services, customer support, finance, administration, facilities management and HR. Chair the weekly Global operations, India Management and Company meetings. Lead various transition and process improvement projects. Interface with vendors to negotiate services for India operations. Develop, review, and report on operational strategy and manage stakeholder expectations.
* Increased overall profitability of India operations by 10% while reducing overall spend
* Ramped up India operations from 50 to 90+ FTE by undertaking projects to add new business lines like web development, mobile development, internet marketing and business analysis to India operations
* Transitioned the web development, business analysis and internet marketing functions from the US office to India operations
* Effective management of the teams by applying management by objective (MBO) principles
* A staunch customer advocate who brought a customer centric culture within all business functions
New Business Lines and Cost Effectiveness
* Saved 20% on departmental costs, provided 100% on-demand execution of projects and raised quality by 95% by bringing the web development activities in-house
* Built new capability within the India subsidiary through the introduction of the mobile development and business analysis lines
* Ensured 40% savings on the departmental budget by transitioning internet marketing process from US office to India operations
* Lead KVM based virtualization project on Linux platform, achieving cost savings of 20% in terms of datacenter spend
* Transitioned the payroll process to an in-house activity from an outsourced model, resulting in cost savings of 13% month-on-month
* Engaged cost effective freelance professionals from Odesk and Elance for adhoc projects
Team Management, Risk Management and Process Automation
* Maintained attrition levels between 5-8% despite a layoff, against an industry average of 17-18%; promoted reference-based hiring, with 15% of new hires coming through this channel
* Assembled the mobile application development team which delivered two major mobile applications for both iPhone and Android within a year, saving 3 months off the estimated timeline
* Managed 24x7 NOC team.
* Improved same-day lead contact ratio to 95% plus and streamlined lead management through the implementation of Salesforce CRM
Nov 08 - Mar 10 Manager - Subscriber Operations
Lead the Engineering Services and Customer Support teams, and acted as Project Manager for the Core Maintenance Development team to implement Agile (SCRUM) methodology. Managed stakeholder's expectations, budgets, risks, vendors and process development strategies. Interacted with the US executives to drive departmental business objectives.
* Transitioned Customer Support from a 24X5 model to 24x7 by improving schedule efficiency, and without additional hiring
* Rationalized the size of the Engineering Services team from 30 to 20 with zero loss in terms of SLAs and quality
* Increased efficiency of the Engineering Services team, improving ticket SLA from 98% in 4 days to 98%+ within 24hrs by using Six Sigma methodology and improving in-house tools
* Curbed attrition from 12% to less than 5% through mentoring, training and employee engagement initiatives
* Introduced Voice of the Customer (VOC) in the development process, decreasing customer-specific application bugs from 25 to 0
* Implemented and followed effective Agile (Scrum) development methodology to streamline processes for the development team, leading to billing efficiency rising from 85%+ to a consistent 95%+
Jul 06 - Oct 08 Manager - Customer Support
Led the transition of customer support, previously based in the US, to a 24x5 model. Developed and implemented best practices and adopted Six Sigma principles for SLAs, quality management and operational excellence. Coordinated with the US team for process refinement and knowledge transfer.
* Expanded the team from 1 to 18 members within 3 months, handling recruitment, training and performance appraisals
* Impacted the departmental budget positively by 50% by transitioning chat, email and outbound voice support from the US to India
* Selected the best-fit CRM system and implemented it, leading to an improvement in CSAT from 75-80% to a consistent 90%+, with a peak of 95%
PREVIOUS EXPERIENCE
Jan 06 - Jun 06 CONVERGYS INDIA LTD. Mumbai
Senior Technical Support Officer
Jan 03 - Sep 05 E-FUNDS (INDIA) LTD. Mumbai
Senior Customer Service Representative
May 01 - Nov 02 BENCHMARK SOLUTIONS PVT. LTD. Mumbai
Programmer / Technical Support Executive
Executive Masters in Business Administration (MBA) in General Management from United Business Institutes, Belgium
Bachelors of Science (Chemistry) University of Mumbai