JAGADISH DAS MANDA

M: 416-***-**** H: 647-***-**** Email: aczfu2@r.postjobfree.com

SENIOR IT DELIVERY MANAGER / PROGRAM MANAGER

Strategy * Governance * Leadership * Customer Management PROFILE

Over 20+ years of extensive and diverse experience in strategy, consulting, Program Management, Delivery Management, Business solutions Expert, Enterprise account management, business development, RPA Robotic Process Automation, operations and BPO for key global customers in the financial services industry. Expertise in the management of largescale, complex application development and operational support, aligned with business and technology strategy, and operational priorities and constraints. 11+ years of domain experience and competency in Banking & Financial Services Core Banking, Retail Banking and Investment Banking Outsourcing, Proven track record in leading cross- functional teams across Sales, Service delivery and Program Management to acquire large $18M+ IT outsourcing, Infrastructure Management outsourcing and BPO services engagements to customers. Oversaw strategy, business performance, Transformation, Process Re-engineering, Revenue growth, and client relationships across Applications/Major Projects. Performed leadership roles in sales, strategic account management, Retail Banking, Online Banking, delivery, Product Development, Expert level experience in managing & implementing Pega systems PRPC platform and supported Industry and BPM solutions.

Additionally, has experience in acquisitions, growing accounts, winning large transformation deals, as well as building industry consulting and advisory services. Senior level business and IT executive, experienced client partner with proven track record of successes in client relationship management and global IT outsourcing. Key focuses Banking, Financial Services & Insurance verticals encompassing retail banking, wealth management and investment management, Telecom & Manufacturing across North America. 14+ years of expertise in enterprise Relationship and account management / Program Management and architecting enterprise relationships with F500 customers using global delivery outsourcing model.

Specialties:

Business Development, Customer management, Account Management, Delivery & Program Management - IT Services and Solutions

Client Management Strategic Sales Large Deal Management Product Management 1. Strategic Business Transformation

2. Business aligned IT

3. General Management & P&L management

4. Managed Cross-departmental/divisional initiatives & produced synergies and economies of scale.

5. Shape, contract, and structure multiyear multi-tiered engagements Key Strengths:

1. Visionary leader, strategic deal closer and creator of winning strategies and solutions for 2. multimillion dollar contracts across business transformation, application management, 3. Infrastructure and business process outsourcing. 4. Experienced in advisory and consulting across all phases of a strategic deal life cycle (generation, pursuit management, commercial and contract closure, sales to delivery management) 5. Significant knowledge of evolving industry business models and metrics 6. Strong relationships with senior level client executives, third party advisors (TPAs) and industry 7. Partner’s Executive coach and mentor to Sr. Project Managers, to develop future leaders of the organization.

8. Building deeper client relationship through a client partner model 9. Product Planning & Payment Solutions

10. Integrating BPO, ITO and business Transformation capabilities 11. Extensive experience working in an Agile development environment 12. Highly experienced in Project Portfolio Management (PPM), planning and implementation of complex strategic programs, ensuring mission critical program deliverables are met through effective project and change management methodologies and governance and stakeholder engagement and Vendor management.

SKILLS

Domain: Banking& Finance, Insurance, Retail, Telecom, Manufacturing Banking Retail Banking Online Branch Banking Operations Cheques, Clearing, Safety Deposit Box, Deposits, Loans Commercial Banking Forex, Payments, Trade Finance, Cash Management, Treasury, Capital Markets Banking Apps(Canada) Term Deposits, Branch Banking, Mobile Application, Phone Banking Call Center, ECM, Credit Cards

SME Business Analysis Req. Elicitation, Analysis, Documentation, Use cases, SOA Frameworks, Critical Path Analysis

Models PMLC, SDLC - Iterative, Agile, Waterfall, RUP, Object – Oriented analysis Testing Testing System Integration, User Acceptance, QTP Automation, Black Box, Regression, Non Functional Testing

Tools Blueprint Requirements Center, Quality Center, X-gen Case, Blue Prism, Openspan, UI Path, MS Word, MS PowerPoint, MS Project, MS Access, Outlook, Excel, SharePoint, Visio, Clarity, Intertest, Endeavor, Panvalet, File-Aid, Expeditor and CA7, SharePoint, .Net Web Portal, Plan View, JIRA, Confluence

Project and Program Project/Program Management People Management, Knowledge Management, Management vendor Management,

Client, Schedule, Budget Management, Relationship Management, Risk Management, Business Development

Compliance: CDIC, FATCA, Global Fatca (CRS)

Case Management OPCC (Office of President Customer Concerns), Fatca Trac Documentation Process Documentation, Documenting work Flows, SRS, External Design Document. Governance Dashboard Reporting, Steering Committee Reporting, Process Mapping, SDD, ODI, PDI, IRA, FMEA. RFP Metrolinx project for the BI Solution offering – Presto, Mobile Banking Modernization, Bank the Rest Enhancements, Xgen Process Automation, Safety Deposit Bank Automation. Mobile near Field Communication Payments, Office of President Customer Complaint Global Delivery Model:

ERP SAP R/3 Technologies, and People Soft HRMS, BTB

Risk Management Risk Governance, Risk Acceptance

BPM Products PEGA 7.1.9, Dion 7.9

Process engineering Six Sigma Green belt, Lean Practice, Digital Tranformation

Payment processing Scotia Chase Master Credit Card

Desktop & Tools Support Outlook 2010, 2013, Microsoft Exchange, Office 365

Infrastucture Cloud Implementation

Communications:

Strong, effective communication and computer skills - MS Access Proficient in MS Office (Word, Excel, Power Point), MS Project, MS Visio, Lotus Notes, SharePoint EDUCATIONAL QUALIFICATION Certifications:

Project Management Professional PMI course

Activity From Date Y/M To Date Y/M

Blue Prism (RPA) 2017/01 Level 1 completed

Scrum Master Certification (CSM)

Berteig Consulting Group Canada

2016/01 2016/02

Open Span Certified (RPA) 2016/11 2016/12

Managerial Excellence

Program(MEP) USA Duke University

2006/ 05 2007/ 04

Functional Point Analysis

certification, Australia Total

Metrics

2004/09 2004/10

Visual Basic Certification India

Genius Infotech Limited India

1996/04 1996/11

Power Builder Certifications

Andhra Pradesh Productivity India

1995/10 1995/12

Master’s Degree in Sciences

Andhra Loyola College India

1992/03 1994/06

Diploma In computers India Medhas

Computer Services Ltd India

1992/03 1996/05

Bachelors of Commerce

Andhra Loyola College India

1988/04 1991/04

Higher Secondary school

Andhra Loyola College India

1986/05 1988/03

Six Sigma – Green Belt

Satyam Computer Services Ltd

2003/10 2003/12

PROFESSIONAL EXPERIENCE

Delivery Manager - Royal Bank of Canada (RBC) Jan 2017 - Current

(TechMahindra Ltd)

Mandate:

1. Lead the Blue Prism Development team

2. Analyze/prepare the process documentations - SDD, ODI, PDI, FMEA, IRA 3. Operation Due-diligence across Central Operations to search for potential automation opportunities

4. Prepare the Prerequisite for lab development set up 5. Organization Set-up with dedicated resources & clear RACI, prioritized business processes with approved business case and Tracking of business value delivery. 6. Agile Delivery & Change Management, Core teams scaled up & aligned with RPA Champion, Evangelize automation & evaluate new functional areas across RBC Bank. 7. Implementing Strong Cross Organization alignment on strategic intent & direction, Program level – Balance Scorecard, Consistent workflows & execution, Best in Class Banking Operation delivery.

8. Linking Innovation with Business, Operations & Center of Excellence Goals 9. Feasibility result along with detailed impact assessment or a fully operational & thoroughly tested ‘Robot’

10. Detailed effort estimates are generated for the shortlisted candidates in man-hour terms factoring in the different levels of complexity in the process ecosystem to design the robots 11. A comprehensive business case is prepared for each process with information on projected benefits, high-level scope & delivery effort using the modeler Responsibilities:

A comprehensive business case is prepared for each process with information on projected benefits, high-level scope & delivery effort using the modeler.

Defined the Operating Model, Demand Management, Roles & Responsibility, Project Methodology, Define Metrics, Monitor realized benefits and Post-deployment Support structure

Involved in RPA product evaluation, Manage (internal & External) dependence on IT Infrastructure assessment, BOT governance, Cohesive

Involved in the Maintenance of Process library, Knowledge dissemination - product enhancement Best Practices, Guidelines and Standard Proliferation of key updates / changes

Identify areas of improvement/enhanced automation

Assess enterprise-wide automation opportunity

Identify new programs / POCs to showcase business value with application of Cognitive and AI

Involved in the detailed process documentation outlining each of the step-by-step procedures as required.

Involved in Analysis, design, documentation, configuration, test and go-live support for a POT

(Proof of Technology) with RBC Investment and Treasury department. Proposed solution to the Business:

A Blue Prism process solution created to produce the mainframe Failed/Pending Unmatched trade reports and email it to clients based on a daily schedule (10AM & 2PM). The Blue Prism process will run each morning and generate the reports utilizing the IBM iSeries application to and to interact with mainframe to ensure the reports contain current trade information. Blue Prism will then email the reports too clients based on a centralized excel file containing all the required client email addresses as well handle the various reporting options. For exception cases that cannot be handled by Blue Prism, it will be released from Blue Prism and an email will be sent to the Business to take action. The expectation is we can code the respective reporting options that different clients receive, so it’s only failure points that would be the exception. As part of the RPA (Robotic Process Automation) process, we also will standardize the solution.

Senior Delivery / Program Manager –Bank of Nova Scotia March 2010 – Dec 2016

(TechMahindra Ltd)

Mandate:

1. Global Delivery / Operations Management,

2. Digital Transformation Management

3. Large account Program Management, Account Management 4. Relationship Management

5. Business Development / Sales & Marketing

6. Presales / Bid Management & Solution Development 7. Process engineering and operations

8. Transition Management

9. SLA management including Vendor & Contract Management 10. Process Improvements & Process Excellence

11. Business Benefits realization & Value Management 12. Experience with scrum an asset, working with architects to execute day-to-day development 13. Program management and responsibility to deliver within scope, budget & timeline while maintaining project quality.

14. Negotiate with executives and senior management, clients, Business Sponsors and various stakeholders, often with competing and conflicting goals, objectives and priorities. 15. Manage deliverables such as Project Charter, Project Plan, Implementation Plan, status reports and communications

16. Branch Personal Banking: Managed the high-complexity branch applications, responsible for managing the Portfolio of Retail Banking (Online Banking) projects through Delivery, covering clients and accounts migrations ensure proper communications and coordination with in a large Program with a budget of $18.0+ million and a cross-organization team of 39+ team members Responsibilities:

Leading a team of 39 including Project Managers, Business Analysts, System Analysts, Systems

Integration Testers & Quality Assurance Testers, working for the BNS client.

Introduced the Business Process Reengineering, Total Quality Management, and Continuous

Innovation to the BNS projects.

Provided active leadership in problem solving efforts on key projects to ensure all projects are delivered on time, on budget, within scope and deliver on stated benefits.

Provided project technical assistance, coaching and mentoring to project managers and consultants on project management methodology.

Recruit, attract and retain high performing, high potential transformational resources.

Supported all the core competency, skills and capability mapping across the workforce to identify individual and department development opportunities, and output and execute against individual and department training strategies.

Employ workforce management processes to identify resource capacity across skills and capabilities, forecasting resource availability and shortage against demand, with corrective resource alignment to ensure projects are appropriately staffed to achieve business partner objectives.

Deliver BPM Technology roadmap and Currency Strategy for the Enterprise

Partner with the Enterprise Document and Workflow Development Teams, operations and Business stakeholders across Canadian Banking, Caribbean Banking, Capital Markets, Insurance, Wealth Management and Investor Services to provide Application Solution Architecture for medium to high complexity and medium to high risk Enterprise Content Management (ECM) initiatives.

Organized and facilitated Agile and Scrum meetings, which included Sprint Planning, Daily Scrums or Standups, Sprint Check-In, Sprint Review & Retrospective.

Coordinated with systems partners to finalize designs and formalize requirements Utilized Story.

Sizing and Planning Poker techniques as needed based on the length of the backlog and priorities.

Resolved conflict, improved morale and established clear goals by effectively managing timelines and shared resources with special emphasis on building relationships across departments Elicit, analyze and document requirements – Business requirements, External Design Document, System requirements, Use cases and functional Flow Program Management handling multiple large projects simultaneously

Managed requirement traceability matrix to track requirements progression through all the SDLC phases.

Managed the Debit & Credit card foundation/mobile commerce platform for Interac Flash NFC

/Mobile Payments.

Extensive hands on experience with Outlook 2010/2013, Office365, Hybrid, and Microsoft Exchange Experience supporting migrations between Exchange platforms such as 2007, 2010, 2013 and Exchange On–Line Experience working with other technologies such as DNS, PowerShell, VB Scripting, Active Directory and Office365 Plan and analyses costs, Actuals, reconciliation, tracking operating and capital spend, and tracks reporting to financial business case commitments

Responsible to manage Agile (Scrum) planning, Design, and Implementation processes for both Core Banking application specific releases, enforcing both high product and engagement standards Involved in the Prototype and POC to understand the Performance Matrix

Developed PMO standards, processes and guidelines (Documentation standards, strategies for Risk management, Change management, Stakeholder management, testing and Release strategy, IT Services improvements etc.)

Key Achievements:

Designed improved project status reporting models

Successfully Launched the Office of President Customer Concerns Case Management Tool (The Office of the President Customer Concerns (OPCC) department handles all customer concerns escalated beyond the Bank’s Branches and Call Centres. This includes customer concerns directed to the President and CEO, and all other Senior Executives under the Scotiabank Group umbrella (including International banks associated with Scotiabank).

Successfully Implemented the CDIC initiative which provides assure compliance with the CDIC by-law

Successfully launched the Small Business Multiple to sign and Delegate signatories enhancements project

Achieved the Delivery excellence award and technology leadership from the management.

Introduced a better capacity planning through deployment of better and improved design model and data flow restructuring which involved in savings about $600K.

Introduced the Best practices and the value register program and proposed 13 value additions worth $11.2 million presented to BNS. Accepted & Implemented.

60% of presales proposals converted into projects with the Right shoring approach

Successfully launched the Metrics based Governance and Control Framework

Created and published new policy & procedures and updated customer guides to ensure familiarity by staff & customers

Successful in bidding 6 RFP

Outlook and Other Duties:

Develop and maintain various analytical models and drivers to proactively track growth initiatives and clearly identify incremental revenues, expenses and key performance indicators.

Responsible for tracking and management of Head Office deliverables, Enterprise Strategy office

projects, other roadmaps / trajectories.

Ability to manage multiple priorities in a demanding, deadline-oriented environment.

Assist professional services Project Directors in planning high level project and resource plans for inclusion in sales proposals.

Provides leadership and guidance to all members of the project team. A strong motivator of resources. Manages and mitigates risk to successful project completion.

Provide senior relationship management to senior counterparts in services and or vendor Partners firms.

Managing pre-sales activities for discovery and prospecting stages such as competitive reviews, loyalty program evaluation, preparation of sales tools (collateral, sales decks, product demos Identifying new opportunities and complimentary business models for our business to capitalize.

Experience in strategic planning processes, especially in translating business needs to IT solutions Completed as required (including, as applicable, change management, process management, transition to business/operations, system development and quality management Leadership & Teamwork

Maintained a strong focus on people development and ensured project resources receive any necessary training and support, particularly on the Global Change Delivery frameworks. DELIVERY MANAGER - SWIFT FORD- JLR (Ford Motors Ltd) Oct 2008 - March 2010

(TechMahindra Ltd)

Mandate:

1. Design and implement end to end process from new client take-on through to fulfillment of contract

2. Oversee the establishment of programs and project governance framework for large-scale enterprise, multi-division transformational IT business systems or IT Technology Foundation projects

3. Responsible for the success of complex engagements by ensuring smooth execution and displaying strong analytical & problem solving skills. Respected for the effective people management skills and ability to attract & retain talent to build high performance teams that consistently exceed delivery expectations on time, within budget and with highest quality standards – with strong orientation to team success and improved organizational results. 4. Delivered project needs on time and within the agreed acceptance criteria in a hybrid methodology environment as they attempted to transition to an Agile Methodology. 5. Reported progress to all stakeholders through Sprint Burn-Down Reports, Iteration Burn-Down Reports and velocity target updates.

6. Oversee, or manage directly, contract development and negotiations with external service providers. Manage vendors and external business relationships including contract negotiation 7. Create pricing model, profit and loss spreadsheets, operational cost reduction strategies, process improvements

Responsibilities:

Act as a liaison between Solutions Developers and end users to ensure technical compatibility and satisfaction.

Provided daily communications, scrum notes, sprint reviews reports, project retrospectives, and regular snapshots of project velocity and budget burn rate.

Managing projects in both Agile and Waterfall development environments.

Ensure quality assurance in IT services and systems sustainment, including production and change control, infrastructure and business continuity capacity.

Build relationships and work in close collaboration with client executives and stakeholders, division management, business units, IT management and partners to ensure that proper IT investment and both client and business priorities are met by these large-scale enterprise IT solutions.

Responsible for project deliverables including: functional and technical requirements, architectural specification, design document including workflows, project plans and weekly project status deliverables.

Ensured the development teams are practicing the Agile principles. Completed product Demonstrations, retrospectives, and resolve action items. Assisted Product Owner with Backlog Maintenance

Served as Agile coach for several teams including the Agile Program Office

Involved with the multidisciplinary team up to 8 - 28 developers, Testers, Data separation analysts.

Collect, understand and analyze business requirements, identify/ provide solutions, and coordinate with development team/ solution vendor to deliver solutions

Adhered to the best practices to design and update performance of customer applications Key Achievements:

Achieved 60% hit ratio on pre-sales.

Achieved Cost savings – through better resource utilization, eliminating the subcontractor dependencies.

Achieved more than 70% offshore status with the onshore and offshore model

Successfully started the steady state operations for all the critical applications

Facilitated the BCP Business Continuity Process (effect, failure modes, causes) and with a contingency plan & Disaster Recovery Plan.

Received Best Performance award on the successful completion of the Swift Project

Increased revenues through solid negotiation of contracts and implementing operational cost reduction practices

Implemented process improvements showing measurable, increased productivity and profitability

Past Experiences:

Company & Client Location & Details Role Duration

TechMahindra Services Ltd Citi

Group Ltd

111 wall street, New York USA Engagement Manager

June 2007 - Sep 2008

TechMahindra Services Ltd Nissan

Motors Ltd

333 Exhibition street Nashville, USA Sr. Project Manager Feb 2006 – June 2007

Satyam Computer Services Ltd

Telstra Melbourne Australia

41 Melbourne Central, Australia Sr. Project Manager May 2004 – Feb 2006

Satyam Computer Services Ltd, GE

Finance Ltd

STC Bahadhurpally, Hyderabad, INDIA, Project Manager/Business Analyst Jan 2003– Apr 2004

Xansa UK Ltd, TESCO

United Kingdom

Welwyn Garden City, Hertfordshire,

United Kingdom

Project Manager / Business

Analyst Jan 2002 – Nov 2002

Xansa UK Ltd,

Bank of Scotland United Kingdom

101 Prince Street, Edinburgh,

United Kingdom

Project Manager

Jan 2001 - Dec 2001

K.G Information Systems Pte Ltd

Singapore, PKF Ltd

190 chenleon Bldg, Singapore Technical Consultant

Oct 1999 – Dec 2000

IT Consultancy and Services Pte Ltd,

OCBC Bank Ltd, Singapore

52 Outrame Park, Singapore Senior Systems

Analyst Mar 1999 – Sep 1999

World of Information Technology

Ltd, NCS National Computer S PTE

Ncs Bldg, 21 Raffles Place Singapore Programmer Analyst Mar 1998 – Feb 1999

Recursion Software Consultants Pvt

Ltd Hyderabad, India Recursion Ltd

Nirmala High school Complex,

Vijayawada, India

Programmer Analyst

Mar 1995 – Feb 1998

REFERENCES

Available on request

Contact this candidate