Program Manager
First Abu Dhabi Bank
Total des années d'expérience :15 years, 10 Mois
PMO, Governance & Delivery Projects : Digital Channels ( UAE & International)
Role Description
Participate in determining annual roadmaps, approvals, demand forecasting & prioritization, budgeting, capacity planning, timelines etc. (>$200M)
Ensure demands are uploaded in PPM, facilitate weekly calls with Business Heads & CTO to review programs/ projects, new demands, risk & issues, escalations etc.
Act as an escalation point of contact for business units, handled escalations and provide solutions as needed
Build PMO for Digital, responsible for PMO Operational, Governance & Adhoc activities (CXO’s Reporting, Demands, Budgets, Capacity planning, Resourcing etc.)
Collaborate with stakeholders from various teams/ contact center to identify the areas of improvements, derive actions and track action plans until closure
Undertake Programs/Projects in PMO and drive the delivery as per industry standards, frameworks and methodologies
Responsible for leading, planning, execution, monitoring-control, closure, governance and reporting for complex programs/projects
Create, modify and provide governance over the plan, scope, schedule and cost to ensure quality and customer satisfaction for complex implementations
Leads teams throughout the implementation including requirements, design, development, quality assurance & control, go live
Ensure project success through on-time delivery, budget control, change management and delivery of agreed upon scope
Review vendor proposals, business cases, etc. and provide key insights, suggestions, etc. for decision making, responsible for floating RFP/RFQs
Facilitate various events as needed and lead transformation activities related adoption of Agile, Lean best practices & new ways of working
Ensure projects master list is maintained (Jira/Smartsheets) and appropriate reporting is provided to management committees/steercos
Identify, quantify and follow up on risk, delays and identify potential solutions
Assist the service lines to translate the Strategic plans into operational plans and provide necessary support as needed
Develop strong relationships with CXO’s, Senior Stakeholders within bank and with Country Managers/Partners from vendor side
Build relationship with other departments in bank (Finance, Group IT PMO, Business PMO, Regulatory, Internal Audit, PBG, CIB Business)
PMO, Governance & Delivery Projects: Consumer Marketing, Sales & Contact Centre
Role Description
Facilitate workshops with CXO’s, Business Owners to define annual roadmap & strategy for Consumer (Digital, Marketing, Sales, Contact Center)
Facilitate sign off from Chief Consumer Officer on annual roadmaps, ensure roadmap is updated in PPM and briefing to all impacted teams/ vendors/stakeholders
Lead the weekly meeting with IT & Business to discuss new demands, capacity, current project status, upcoming go lives etc.
Responsible for managing PMO Governance, Escalations, Reporting, Steering Committees for Consumer-Marketing, Sales & Contact Centre
Undertake Programs/Projects in PMO and drive delivery for Wireless, Fixed Line, Sales, Digital (Web & Mobile) and oversee both inhouse and vendor delivery
Develop and ensure adherence to project mgmt. standards, policies, procedures, templates, deliverables by performing audits
Create Project plans and artifacts (Proposals, Memos, Project Charters, Project/Delivery plans, Risk Register, Change logs, Issue tracker, daily & weekly reports etc.)
Prepare Portfolio/ Projects performance dashboards, reports & share with Sr. Mgmt. / Directors / VPs/CXOs as per cadence and on Adhoc basis
Build relationships & communicate effectively with Finance, Marketing, Engineering, IT & 3rd
parties / vendors
Identify early risks and developed mitigation strategies to manage risks related scope, schedule, quality
Monitor product launch readiness such as market comms, trainings to call center, sale agents, alignment with vendors
Identify the improvement areas and lead the implementation to improve customer experience and operational efficiency across various segments
Achievements
Partnered with Sales, Contact Centers & Senior leaders for prioritization and buy-in on improvement items, work with IT & Business teams to implement changes
Managed various programs to deliver 100+ initiatives across Marketing, Sales, Contact Centre in coordination with Business, IT, Engineering, Vendors
Delivered various programs e.g., Etisalat Smiles, SWYP Mobile Application Program, CX Program, VAT Implementation Program, Tier 1 Program
Delivered projects related to Order Provisioning (Wireless, Fixed Line, Broadband & TV), Digital Mobile & Loyalty Apps, IVR, CRM, USSD, Portal, Kiosks etc.
Managed program to deliver CPR -TRA (UAE Govt. Telco Regulatory), Internal Audit Projects in coordination with IT & Regulatory
Managed Portfolio Governance, Escalations, Reporting, Steering Committees etc. for Consumer-Marketing, Sales & Contact Centre
Managed the successful implementation of VAT program across all products for Consumer Unit
3
Managed offshoring program to transition projects to offshore (Egypt) and optimized overall cost and stabilized delivery
Single point of contact for consumer projects escalations (L1, L2 & L3) & drives escalation meetings with CXOs
Successfully defined the Strategy to implement Agile, facilitated workshops on Agile & Lean Process Improvement techniques
Managed the implementation and adoption of inhouse PPM, HP PPM, Jira, Memo Workflow Automation
Assessed, improved the existing PMO processes and rolled out revised, new processes & KPIs
Achieved ~30% reduction in defects in UAT by defining & rolling out the defect management process as per the TMMi Standards
Achieved ~70% cost saving by test data automation, ~40 % cost saving by automating regression pack
Lead Project : Vodafone UK
Role Description
Setup in-house development unit at offshore (Captive) & manage vendor delivery
Responsible and single point of contact for all Vodafone UK business pipeline new demands/ changes
Lead the execution of monthly releases for order provisioning & vodafone.co.uk portal changes
Contribute to setup up the PMO & Governance, lead continuous audits for TMMi health checks, remediation programs and escalations
Achievements
Played vital role in setting up offshore in-house development unit by offshoring, transitioning from local vendors and stabilizing project deliveries
Established & lead PMO & Governance unit for offshore, defined & measured the KPI’s across service and taken necessary actions
Successfully lead changes related to Order Provisioning & Vodafone.Co.Uk and delivered to production as per schedule, budget & with quality
Developed policies to respond new demands, changes by reviewing, accessing and providing VROMs, delivery plans for large & complex IT programs
Lead the TMMi level 5 implementation for Vodafone UK IT, implemented the defect prevention strategy to improve software quality & cost opt.
Streamlined the demand management, capacity planning, budgeting, forecasting, new resource hiring and roll off processes
Defined, measured and reported service KPI’s and contributed to Improve the NPS (Net Promoter Score)
Projects: British Telecom, Vodafone UK, Halliburton US
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