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Sr. Program Manager

Santa Clara, California, United States
October 24, 2016

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Ø **+ years of progressive Technology Consulting & Professional Services experience with end-to-end Product, Program, and Project Management

Ø Performance driven professional with track record in “value” based relationship building by maximizing customer understanding and satisfaction along with business revenue and profitability Ø Passionate about analyzing business needs, devising winning IT/operations strategies that align program goals with overarching organizational objectives Ø Proven expertise in managing multi-million-dollar revenue streams for large Enterprise Accounts across various business verticals - BFSI, Digital Healthcare, Retail, Automotive, and Telecom. Ø Extensive product management experience in establishing overall strategy & product roadmap for successful launch of the product across the organization Ø Played a pivotal role in setting up an offshore delivery center for the largest top tier-1 US national bank Ø Specializations include:

• Strategic Program Management • Product Management & Implementation

• Enterprise Mobility & IoT • Enterprise QA Services & Products

• People, Resources & Crisis Management • Corporate Governance

• Project Management Principles (PMI), Agile SDLC • Risk and Compliance Management

• Infrastructure, Asset & Performance


• ERP (NetSuite), CRM (Salesforce, SugarCRM)

• Atlassian Products- JIRA, Confluence, Microsoft

Office productivity suite

• Web Development tools HTML PHP, XML, .Net

Databases (MySQL, Oracle 8i/9i, MS ACCESS)





• Responsible for building & managing customer relationship in Enterprise Mobility and QA domains for key accounts especially in IoT domain

• Responsible for managing USD 6MM revenue across various accounts with focus on high customer satisfaction, sustainability and increased gross margins

• Responsible to grow both top line (revenue) and bottom line (profit) for existing accounts, Overachieved the Gross Margin targets by 20% in each account by following global delivery model

• Responsible to increase high resource utilization, improve billability (100%) and avoid revenue leakages (0%)

• Responsible for end-to-end implementation of different projects that included contract administration

(SOW), on-boarding, requirement analysis, estimation, planning, design reviews, risk identification & mitigation and client & senior management reporting PARUL AGARWAL Santa Clara, CA 95051


• Successfully achieved engagement renewal and growth targets year on year basis with maintaining highest delivery quality. Achieve 9+ NPS (Net Promoter Score) for large accounts resulting in repeat business and reference for new accounts.

• Successfully launched the Employee Self Service tool –NEST (ESS) across the organization, product for executing all business critical functions significantly reducing the manual processes. Owned the development of product strategy including product roadmap definition, prioritization, development & deployment.

• Spearheaded the organization wide implementation of ERP (NetSuite) solution for Finance, CRM & Project Management

• Pivotal role in ensuring that onsite-offshore managed service model for 50+ resources works efficiently with seamless delivery services maximizing customer satisfaction

• Managed and coached the team members globally by objectively setting their KRA as well as tracking their progress from both project and career perspective

• Proven thought leader and Sales enabler in enhancing customer experience by delivering various compelling concepts to the customer and drive to closure delivery generated opportunities focusing on increase in revenue

• Established Project Management Office. Responsible for designing & implementing PMO Processes and Procedures across all verticals like enterprise mobile development & quality assurance, human resources and IT with a direct reporting to COO. Created more than 40 process assets.

• Instrumental in designing & producing performance dashboards and presentations for executive & senior management including cross functional group heads for quarterly, semi-annual & annual reviews.

• Spearheaded company’s risk governance structure, risk assessment and risk management practices and the guidelines, policies and processes for risk assessment and risk management.

• Assisted internal legal counsel in designing & implementing procedures for all internal legal policies like Anti-Bribery Anti- Corruption, Anti-Fraud & Data Privacy globally within the organization

• Established IT security audit roadmap/strategy. Gained buy-in for the program across all levels, extracting the security organization from deep within IT to direct awareness to executive levels.

• Implemented the Quality & Information Security Management System in the organization and spearheaded recertification of ISO 9001:2015 & ISO 27001:2013 TATA CONSULTANCY SERVICES LTD., INDIA AUG 2004 – SEP 2012 PROGRAM MANAGER AND BUSINESS ANALYST



• Responsible for managing client relationship and served as a single point of contact for customer’s need

• Managed team size of 40 resources (1 MM USD) both onsite and offshore for application development, testing, deployment and support for Internet & Mobile Banking projects

• Demonstrated outstanding leadership and superb project management skills in successfully delivering CBA PIN PAD project across the all bank branches

• For CBA, played the key role in designing and rolling out Application Procedure Manuals across different vendors, senior management reporting, client visit facilitation, process and quality management, COE setup for Production Support

• Achieved highest customer satisfaction (CSAT 5 out of 5) in 95% projects managed

• Facilitated Statement of work & managed financial health of the project to avoid revenue leakages

• Identified Risks for the program & at an account level and helped sr. mgmt. to mitigate them to prevent them from becoming issues

• Single Point of contact for contractual compliance to CBA Vendor Management Office (VMO)

• Managed internal & customer security audits and closing the observations if any

• In ABN AMRO account, established & lead the business analyst group both at onsite & offshore

• Played a key role in suggesting business process improvements in ABN AMRO Harvest Program & drive them to closure as key projects

• Trained the team of 40 BAs on converting available technical knowledge into functional knowledge, and depicting business processes in standard diagrammatic form

• In Banco Penta account successfully delivered phase-1 for all 23 modules of the product at the same time and was also involved with the development team in developing phase-2 of the product, which was launched in May 2005.

• Direct line manager responsibilities for project leaders, business analysts and senior developers HDFC BANK INDIA JAN 2004 – JUL 2004


• Handled Investment relationship with premium clients for effective enhancement of branch profitability and cross sales

• Acquired new Clients for banking products - Assets and Liabilities

• Ensured compliance with audit issues, stock maintenance, financial instruments and reports.

• Developed daily financial reconciliation reports

• Handled cash, ATM and other banking operations.


• Special Recognition for the significant contribution for winning a large financial customer in US and helping set-up the offshore ODC

• Special Recognition for globally launching the NEST product as ESS (Employee Self Service)

• Best team award from TCS APAC DAWN COUNCIL

• TCS GEMS Certificate for the BEST PEEP MENTOR for the APAC Associates

• TCS GEMS “On The SPOT “Certificate for managing successful client audit

• Certificate of Customer Appreciation for Successful Functional Transition of the Applications

• Certificate of Customer Appreciation for Requirements Analysis Phase - AVIVA EDUCATION, TRAINING AND CERTIFICATIONS

• Bachelor of Engineering, June 1999 – June 2003, SRMS College of Engineering & Technology, Bareilly

- India. (Passed with Honors)

• Value- Driven Enterprise Risk Management Training (Online) by Stanford (Centre for Professional Development). Scored 94%

• Lead Auditor certification for ISO 27001:2013 by TUV SUV

• Lead Auditor certification for ISO 9001:2015

• TCS FTC Core Banking Certification, AML, SOX Compliance, SEPA & SWIFT, Credit & Risk Basel II

• TCS Project Management training based on PMP

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