Monika Jain

Contact via email: ac5iea@r.postjobfree.com

Linkedin Profile URL : www.linkedin.com/in/monika-j-71554319

PROFESSIONAL PROFILE

Experienced program management (PMO) Professional with 10+ years of work-track panned across serving esteemed global clients, in a variety of assignments and disciplines, across diverse Industry backgrounds and cultures.

Standardized project related governance processes and aligned project operations to corporate strategy across the organizations.

Specialized in Process mapping, facilitation and Process Optimization through effective communication and liaising at various levels.

Proven efficiency in issue tracking & resolving through the root end, with visible improvements and results.

Handled high volume and complex tasks independently and reliably, with a sense of ownership and under minimal supervision or intervention required.

Prompt in taking initiatives responsibly, reflecting high standards of professionalism, perseverance, proper task organization, prioritization, time management and accountability.

Strong People & Relationship management skills, with demonstrated sense of hospitality, and ability to influence people at all levels.

Worked in demanding, fast-paced environments; multitasking on multiple assignments, managing time-bound targets and TATs.

STRENGTHS

Standard project management tools and process.

Using SharePoint tool; Microsoft Office Suite (Excel, PowerPoint, Outlook, Word); Project & Governance reporting using v-lookup; metrics; graphs; charts; pivot table; trackers; pivots; data summary decks.

IT Project Operations’ and Management support; Resource & Staffing support; Sales & Marketing Operations’, Contracts’ Mgmt. team support; Invoice tracking & reporting; Project & Resource Hours’ tracking & Chargeability analysis; Budget & Forecast reports; Team Liaison; Communications & POC; Process facilitation; Issue resolution; Risk mitigation; Client Data Protection; Service Levels (SLAs), TAT mgmt.; Change request process administration.

PROFESSIONAL EXPERIENCE

Lead- Client Account PMO June 2015 - June 2017

Accenture, San Jose, California via BC Forward

Supervised and managed various project operations ensuring end-to end smooth functioning and control of all processes- starting from pre-sales, inception, throughout execution until delivery.

Performed day-to-day project coordination tasks with cross functional teams; closed pending processes through regular follow-ups, and resolved issues using effective team liaison through the root cause.

Managed and tracked Team Resource Staffing for all Project-team(s) :- Created & updated New Role Demands into the Staffing tool; Worked with team leads & HRs to ensure speedy and timely staffing; facilitated & escalated any bottlenecks or issues to expedite workflow ; executed weekly Staffing calls with all team leads & concerned HR POCs, to be in sync and on top of the entire process; Sent out a summary of Staffing Status Update and Key Action points to be followed - to all concerned Project & Team leads after the weekly Staffing Call.

Managed end-to-end Resource On-boarding & Off-boarding process in sync with Staffing process, HRs & respective project leads - coordinated in new resource welcome events, resource orientation & training schedules, helping new resources with support tools and guidance about client location, maintained & shared On-boarding Welcome & Project orientation ppts.

Managed and tracked timely submission of all Roll-on/ Roll-off Compliance paperwork by employees, required on CDP portal, ensuring 100% 'Green' status.

Managed, followed-up and tracked all Roll-on/off Compliance training and paperwork completion and sign-off by resources on Client Data Protection (CDP) tool to ensure Account-wide Compliance.

Managed and tracked all Client data protection controls on CDP tool related to other Resource Management processes, for example:- Requesting appropriate legal & secured assignment of all client systems, assets and data access to the on-boarded project resources, throughout their work tenure on Client projects; as well as timely Access revoke requests sent to the client POCs, for appropriate Resource Off-boarding at the client end; Maintained records of all Access and Revoke requests’ email evidence on SharePoint repository for CDP audit purposes, thereby ensuring account-wide compliance in conforming to contract-agreed standards related to Client Data Security.

Prepared an ‘Account Roster Report’ weekly, to update Senior Management of Overall Headcount Summary and latest Roll-On/Off movement.

Tracked Resource Hours Charged for projects, and followed-up for appropriate adjustments as & if required; Analyzed Project Schedule, Performance and Budget forecast based on Resource Hours.

Ensured that all Resource Rosters are updated in sync across various systems, thereby minimizing the faulty or outdated records, and maintaining the most updated data throughout.

Executed Physical Client Asset & data security checks through monthly walkthrough audits at the client site; prepared audit report and uploaded for validation and records on CDP tool.

Prepared Management-level reports for project leads: like Invoice and Billing Tracker and Summary; Project Governance & Financial Metrics; Sales, Expense & Revenue Reports.

Maintained and tracked the records of all Account Operations’ Reports & Trackers on SharePoint location.

Facilitated sharing of tools & resources from SharePoint repository- like latest Staffing/Candidate availability reports, Project Resource trackers, etc. - as requested from Project/team or Staffing leads or other members.

Actively coordinated with leads in Business Development & Pre-Sales processes :- scheduled meetings with clients; looked-up Client Profiles; updated client Org Chart ppts, Coordinated Pipeline / BD Calls and updated Sales Status Reports, input and updated newly sold contracts into the tracking tool.

Coordinated with Contract Management team on following Contract Management operations’:

a)Received and tracked ‘Monthly Contract Status Reports’, ‘Master Client-Contract record and decks’, ‘Monthly Compliance Reports’, ‘Closed contracts’ and followed-up on weekly Calls for action items.

b)Mobilized and enabled all sold Contracts /or projects for Client Data Protection (CDP) controls on CDP tool for Client Data Security purposes.

c)Ensured smooth closure of Contracts, with no pending processes or documentation.

Project Management Operations: April 2008 – Feb 2010

Accenture - Mumbai, via Sourceone Management Services Pvt. Ltd., Bengaluru

[Yield Management Team - Resource Management Group]

Centrally managed 100% employee Time report (TR) submission across India Delivery Centers (IDCs).

Achieved record-breaking closure target of 99% for total YTD TR submission across IDCs.

Ensured ‘Zero Missing count for Time Submission by close monitoring & follow-up across all IDCs.

Effectively supported online all IDC employees with appropriate Time & Expense reporting & submission.

Validated total hours charged by concerned ASEs through regular reminders & follow-ups.

Prepared Consolidated ‘Data Summary Reports’ & ‘Metric charts’ for daily operations, review & evaluation.

Project Management & Program Control Services: Sep 2007 – Jan 2008

Accenture - Mumbai via Pyramid IT services Pvt. Ltd, Bengaluru, India

Managed End-to-End Project administration, accomplishing all project management tasks like scope definition, process evaluation, standardization of processes through cross-functional collaboration.

Managed project team Roll-on/off process & compliance; timesheet submission, training & certification; asset allocation.

Coordinated with team, in routine admin tasks, like timesheet filling, testing records updating, roll-on/off formalities, etc.

Prepared routine reports, like Project hours utilization, Resource Hours, Defects log.

Prepared monthly Project Governance Report & metrics, with graphical summary of performance indices, utilization & work effort, headcount percentage, defects count & density, change request, productivity.

Updated regularly various admin Resource trackers and Masters / Rosters across all database.

Senior Associate - Client Account Operations: June 2006 – Aug 2007

First Advantage Pvt. Ltd., Bengaluru, Karnataka, India

(Erstwhile First Advantage Quest Research Pvt. Ltd., ITPL)

Acted as Client interface & cross team liaison, Process facilitator.

Responsible for End-to-end execution, supervision & control of project processes.

Updated & strictly adhered to SLAs & mandates of client agreements.

Leveraged Service levels by 30% by improving & maintaining TATs & quality of deliverables

Ensured timely preparation and dispatch of all routine receipts, acknowledgements mails, reports/trackers, and checklists to clients.

Ensured Client satisfaction & issue-resolution through regular Client Account Progress reviews.

Senior Counselor and Center Operations’ Management Jan 2006 – May 2006

Infitech, Bengaluru, Karnataka, India

Managed end to end Center operations, starting from Program Counseling & Promotion, Sales & Enrollment process, Receivable payment collections, throughout Training and Student support.

Effective Issue Resolution through direct one on one communications with staff and students.

Updated Monthly and Quarterly Account reports capturing status of Center sales, expenses, revenue earned and profits incurred.

Center Operations’ Management & Academic counselor Jan 2003 – Feb 2005

Jetking Infotrain Ltd. (R.O.), Bengaluru, Karnataka, India

Achieved Inaugural period enrollment / conversion target of ~35% through industry-driven IT counseling.

Coordinated with Marketing executives in field promotional, & business development campaigns, through direct visits or organized meetings with prospects (-individual customers, School and College students, Institutional and Corporate clients), - to achieve targeted sales and enrollments for the various IT programs provided at the center, and thereby grow the business manifolds at a fast pace.

Maintained subsequent Conversion Target of ~40-60% during 18 months’ tenure.

Saved ~80% of initial admin manpower costs at the new premises, covering Admission & Collection process & overall Student admin.

Maintained healthy Relationship with Student & Prospects’ for strong customer base.

Took student/ customer feedback & conducted process reviews to ensure quality services and smooth operations; resolved issues or complaints by understanding customer needs and concerns and worked with center manager, teachers and staff to constantly improve the operations and processes in line with our customer expectations, thereby maintaining high levels of service standards in IT education industry and promote healthy business growth manifolds.

Trainee Management Executive – Pre-Sales operations May 2002 - Nov 2002

Meta-I Technology Pvt. Ltd., Bengaluru, Karnataka, India

Managed Pre-Sales’ requirement analysis, Business Development Operations & Brand Promotion for company services & products.

Maintained detailed Client & Sales database, and followed-up prospective clients to closure.

Created Sales Reports for review and analysis with Sales Manager, for discussing the implementation plan for a focused sales strategy.

Maintained strong Client network, ensuring long-term relationships & after sales services.

VOLUNTEER EXPERIENCE & ACHIEVEMENTS

School Volunteer at Ernesto Galarza Elementary Aug 2017 – To Present

San José Unified School District, San Jose, California, USA

Assist School Management and Staff with various Academic Development programs and Events, as well as Fund-Raising initiatives.

Support Teachers in preparation of classroom assignments; and excution of academic projects.

Organized and conducted Project Cornerstone – Story Reading Sessions in library, for students.

Communicate with Classroom Parents for meetings, event participation and volunteering needs.

Received Certificate of Appreciation from school as a recognition of my Volunteer services provided.

EDUCATION

Master’s in Business Management in IT & e-commerce 1999 - 2001

AIMA-New Delhi, India.

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