Project Manager Customer Service

PRASAD SEELAM

Phone: 480-***-**** mailto:abqhgz@r.postjobfree.com

Mobile: 416-***-**** mailto:abqhgz@r.postjobfree.com

PROFESSIONAL PROFILE

Skilled Project Manager and Business Analyst with over 11 years’ of experience. Expertise in Financial Markets (Specialized in Forex), Core Banking and as a Salesforce Consultant. Track record of successful product implementations and enhancements. Dynamic self-starter with a strong sense of responsibility and positive aggressive attitude. Creative problem-solver who applies Functional expertise and business knowledge to achieve improved results.

Able to manage complex programs and multiple projects simultaneously. Productive as both

Individual contributor and team member. Excellent communication and relationship-building skills.

Achievements

Recognized for success in the delivery of rapid development programs that outpaced the competitionConducted an analysis to reduce manual activities and implemented a solution that has minimized man hours of the business users and derived a 100K savings.Implemented Automation testing which helped achieve rigorous regression testing, without any impact on the timelines.

Skills:

Managed budget for the project to influence organization's financial profitabilityExecuted and maintained project management processes and disciplines in the areas of: project schedule and quality management; communications management; human resource management; cost management; risk / issue management; change management.Developed project plans and assumed responsibility for project profit and loss.Documented Business requirements by conducting Business workshopsPerformed Business Analysis and created various documents like: Use cases; Business Solution Document; Functional Specification Documents; Traceability Matrix; Process Flows.SME for Salesforce implementations.

Education:

Bachelors of Commerce (B.Com) with emphasis in Management Accountancy & Income Tax Nagarjuna University - Year 2000 with distinction.

PROFESSIONAL EXPERIENCE:

IBM Global Business Services

Advisory Consultant, Financial Markets April 2007 – Till date

Financial Services Sector

Client/Project: American Express Export Blue - MerchantForce

Role: Project Manager /Lead Business Analyst– Phoenix, US

Date: May 2010 - Till date

Project:

Merchant Force is a SAAS implementation of Salesforce in American Express in the Merchant Services North American team to support Sales processes. Further it has become a program focusing on the Sales organization with primary focus on managing merchants. Now MerchantForce is one stop shop for the Sales team globally for performing day today activities related to Merchants like the sales process, tracking, reporting etc.

Role:

Manage client engagement services and solution implementations. Propose and finalize the cost and timelines with the client. Monitor closely the progress and ensure the delivery of the product with the agreed timelines. Direct the coordination of all implementation tasks involving third party vendors as well as provide consultation to clients on system implementation. Monitored project activities and advised staff of issues due to resource availability. Track the issues, risks and dependencies and drive them towards closure.

Conduct requirements workshops to capture the needs of various business users. Plan the POA functionality to fulfill the business user’s needs. Work closely with the Business teams to understand the business requirements and propose solutions. Document the Business requirements and ensure knowledge transition to the whole team. Provided support for Global Merchant Services Salesforce implementation and enhancements as an SME.

Client/Project: SunTrust - CRF Retirement

Role: Business Analyst

Date: May 2009 – April 2010

Project:

SunTrust was maintaining multiple customer information systems. Customer Relationship Facility (CRF) is a system of record for all retail and some commercial customer information today. As the new Customer Information System (CIS) will be in production and going forward it will become the repository for all enterprise customer information. In order to complete the transition from CRF to CIS a number of new development activities need to take place in order to redirect current interfaces from CRF to CIS.

Role:

Interview the clients, stakeholders and SMEs and clearly document the business needs (requirements). Organized and validated the requirements, and ensured that all are traceable/ measurable. Conducted data mapping activities form POD to POA. Provided solution alternatives and recommendations to clients. Facilitated Joint Application Review sessions (JAR). Identified and documented issues and risks; and identified root cause, and provided resolution. Provide the complete business KT to the development team and the testing team. Defined testing strategy, test plans and have detailed test cases. Performed QA manger role for 12 member team. Managed the functional testing activities and ensured client acceptance.

Client/Project: SunTrust EC Phase ll - Operationalized CIS

Role: Business Analyst/Functional Tester

Date: Oct 2007 – Apr 2009

Project:

Web Sphere Customer Center (WCC) provides real-time, transactional customer data integration (CDI). It helps organizations keep a single, complete and accurate record of their customers across the enterprise. This product is customized for the requirements of SunTrust Bank, Atlanta and named as Customer Information System (CIS). CIS will provide standard methods to receive core customer information from all channels and distribute that information to the appropriate core SunTrust systems.

Role:

Organized various business discussions and captured the Client requirements to customize Web Sphere Customer Centre. Documented the business workflows and designed the process maps for each of the functional area. Involved in finding the system requirements and performed the Gap analysis with the existing legacy system. Verified and guided the test team in preparing the Test conditions, test cases.

Client/Project: RCM Operations

Role: Resource Deployment Manager

Date: May 2007 - Nov 2007

Performed a short term Organizational assignment to reduce the count of the resources that were on Bench. Worked closely with resources to assign them to projects and reduced the bench size to zero before moving out from the assignment. Analyzed the demand and the resource availability within the sector and across multiple sectors. Worked closely with project Managers and the Operation team and engaged the resources to appropriate projects. Identified issues and resolved them by coordinating with the appropriate teams.

ING Vysya Bank Ltd, Mumbai

Manager - Financial Markets Oct 2006 – Apr 2007

Identified process inefficiencies and did process changes which minimized the Reconciliation issuesManaged a 15 member team involved in Reconciliation of Rupee for Forex transactions of all the branches reporting to Treasury; Conducted Currency Position Reconciliation with the Front Office on a daily basis.Upgrade the Reconciliation tools after investigating the process and thereby minimize the manual interventionEnsured that the system is developed to fulfill the business requirements and it is efficient and stableDesigned the unique identifier that will differentiate every transaction by itself and makes it easier to match two entries coming from two different systems and input provided by different people. This identifier contains branch number + date + product code + serial number which in any case will not match and differentiate for the otherProvide support and input to the outside vendors for the reconciliation product developmentMonitoring high value entries for in time settlements and thereby minimizing the financial risksEnsure the weekly and monthly reporting and initiating appropriate escalation of issues to the concerned departmentHandle audit queries for Reconciliation and SOX compliances

Developed solution requirements document for the bank in identifying a new treasury solution to the bank. Worked closely with the senior management on decision making of finalizing the application. Bank was using Kondor+ for front office and the Back office was using the ITMS for Treasury Back Office Operations, hence driven towards Kondor+ implementation considering the compatibility of Front Office and Back Office.

HDFC Bank Ltd, Mumbai

Assistant Manager - Treasury Operations Feb 2006 – Oct 2006

Reconciliation of the currency position for various currencies from different systems used by the bankFinalizing the exchange position of the bank on a daily basis and reporting to RBICoordination with the Front Office, Back Office and the business units for various queries with regard to the currency position reconciliationRevaluation of Forex holding as on month end for all currencies to evaluate the profit/loss

Worked as SME and guided solution providers towards organization’s requirements. This entire work stretched from front office deal capture through all phases of product life cycle which includes authorization, settlement, messaging, and reporting and risk management.

Oriental Bank of Commerce, Formerly Global Trust Bank Ltd, Mumbai

Scale -1 Officer - DEALING ROOM (Treasury) – Mumbai. Sep 2000 – Feb 2006

Profile:

Overall responsibility for settlement of corporate transactions - Forex MerchantHandled the export and import transactions of 15 branches across the countryCoordination with the branches for compliance of all merchant client exchange transactionsMonitor the work schedule and processing of non-resident business accounts - RFC/FCNR/EEFC/NRE/NROHandled Inter bank desk right from confirmations, settlements and reconciliation. Managed Nostro Accounts and reconciliation of mirror accounts.Revaluation of forward contract profit/loss to the month endCalculate swap costs and book the month end merchant profit/loss to the branchesInstrumental in the growth of branch with a liability portfolio of 80 crores and having hands on experience in the following areas of operations on rotation basisFront Office - Customer Service, handling the opening of operative accounts, term deposits, renewal of accounts and the NRI accountsBack Office – In charge of Depository desk, clearing operations - inward/outward, attending clearing house, manage clearing funds, handle TDS related issues, cash remittances, Delivery channels - ATM, DEBIT Card, telephone and internet banking; inward and outward bills collection and realization, audit compliance MIS reports and housing loansHandle a team of 3 members in direct selling of Liabilities productsResponsible for cross-selling of ‘Asset products’, such as Personal loans and Home loansAssist customers in their asset allocation and provide financial guidance for their individual or company requirementsRepresenting the bank and its products to HNI – customers and Corporate sectorsExperience in the areas of operations, such as Customer Service, opening of operative accounts, term deposits and handling NRI accounts

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