EXPERIENCE

SNAPSHOT

Program Director for

Infosys Ltd,

Sales and Customer

Success Revenue

Growth Executive

Relationship Big Bets

Consulting Strategic

Leadership Account

Management Alliance

Partnership Innovation

Disruption, Change

and Program Mgmt

Mentorship

INDUSTRY

KNOWLEDGE

Emerging Technologies

CMT-Telecom Services,

CRM, Banking and

Financial Services,

Payments, Retail,

Insurance, Marketing,

Transformations,

Customer Experience

GAYAS BAIG MOGHAL

DIRECTOR – TECHNICAL PROGRAM MANAGEMENT

ad2o1d@r.postjobfree.com # 945-***-****

EXECUTIVE SUMMARY

Technical Program Management, Pre Sales and Customer Success leader establishing the portfolio as consistent #1 growth area, set stage for long- term success with delivery & operational performance, strategy & innovation and key IT transformations & executions. Track record of strategically growing accounts, complex programs delivery with excellence, strong CxO relationships with a key focus around exceptional customer success. Collaborated with various service lines/partners for consensus & solutioning Developed the vision, strategy & execution of building pipeline, presales, program delivery, pricing, product strategy, M&A, alliance & partnership across CMT-Telecom, Banking & Financial, Insurance, Retail, etc. Focus on People, Process & Tech

led multiple large deals in consulting, cloud, digital, security, dev-ops, data, products, application support etc.

Managed delivery teams across US, Canada, India. Led MSA, legal, finance

& SOW negotiations. Created new business models, process improvements through innovation, automation and partnerships with vendors. Program Manage, Design Think & execute - Total of 1000+ delivery team to execute client goals, Advocacy, engagement strategy & IT transformations Led multiple org initiatives – Improve margin, account growth, product plus services strategy, delivery excellence, operational excellence, innovation hubs GEO leader for CMT-Telecom domain consulting practice across US and Canada region for cross functional team leadership Successfully led various M&As for Infosys and customers Recipient of eight times Infosys excellence award for Sales, Account growth

& Customer success. Received multiple awards from clients including ‘Top Partner, ‘Execution Excellence ‘for consistent delivery, exceptional customer success and successful large Biz/IT transformations WORK EXPERIENCE

Infosys, CMT-Telecom, BFSI and Retail POS 2002 – 2023

• A model, coach, trusted partner, Empathy & value driven and relationship centric leader

• Key focus around People, Process, Business and Technology

• Responsible for Delivery excellence, Revenue growth, P&L, CxO relationship and Customer Success

• Capacity planning, SLA tracking, Proactive monitoring, Transaction performance in Operations support

• Opened several new logos through channel sales & accountable for building Pipeline, Strategic planning, Capacity/Forecasting planning, relationship management, account management, delivery, budgeting, innovations, etc

• Achieved consistent growth of 15%+ and 28% margin,75% win rate in CMT

• Technologist and closed 80% deals in consulting, cloud, digital, data, products, SaaS, PaaS & etc

• Built product strategy, Alliance partnership and growing high performance global teams

• Launched various marketing initiatives through different eco-systems for lead generation

• Key client transformations in DIRECTV and AT&T includes Customer re-imagine, digital adoption, cloud transformation, R&C, reengineering, innovation, design thinking led New-Co, consulting, Data modernization, products, etc

• Consistent 6+ CSAT across programs led to 75% of win rate

• PMO and complex transitions handled successfully with multiple awards and case studies

• Trusted advisor/ Chief of staff for C-Level executives and help defining various strategies for the Org

• Multiple Large Deals leveraging BOOT model through innovation and near shore strategy

• Manage Alliances with key partners and instrumental in various S/W plus Services license deals

• Handle a portfolio of 1000+ delivery team members across globe supporting various transformations

• Program managed large initiatives of $50M+ from RFP phase through implementation in delivery and operations support

• Key catalyst for customer journeys, customer experience thus by growing customer delight Product – Finacle CRM, Retail POS:

• Customer Success - Program managed Finacle CRM product R&D portfolio for prospect generation, campaigns, Opportunity conversions through origination & servicing

• Helped FCRM product adoption into 20+ customers across globe

• Key business and technology advocate for FCRM implementations across US, UK, Middle east and Asia regions

• Instrumental in implementing customer strategies and growing their market share

• Retail POS for Giftcard platform in Nordstrom’s business and quality engineering practice Sierra Atlantic Sep 2000-2001

• Siebel Product testing and implementation of Siebel-Nuance integration

• Design, Coding, Testing activities in various Java integration projects Micronet Systems Jun 1999-2000

• Programmer for design, build and test various Insurance module components in HTML and Java

• Programmer for build and test of Sales tax project in HTML, ASP and VB Script ATL Nov 1998-1999

• Trained in COM, DCOM Microsoft technologies

• Programmer for build and test of Automating the bus services project with COM/DCOM Technical Program Management and IT Engagement – Strategy, Operations & Financials

• Consistent Delivery excellence to improve overall operational parameters and win rate

• Strategist for Channel sales, marketing, partner programs to grow the client base

• Implemented roadmap for opening new growth opportunities through various channels

• Led complex programs towards customer goals on Agent AHT improvement by 15%, Sales rate improvement by 110%, Field optimizations <5% unscheduled rate, Truck roll reduction by 14%

• Automation and innovation towards infra and support optimization by 30%, cloud savings by 20%

• Tools and product license optimizations and savings >25%

• Implemented Giftcard platform successfully with complex integrations for Retail POS, 100% ontime

• Optimize “Run the Bank (RTB)’ and ‘Build the Bank(BTB)’ investments, capitalization and other investment parameters to maximize the return on investments – reduced RTB by 8% to modernize the core banking platform and transformed the core integrating it with API/microservices

• Account growth by 15% QoQ for last 3 years with new programs and transformation wins Transformation – People, Digital, Process, Technology, and Data

• Implemented new operating model with SAFe Agile process across domains focusing speed to market by 25%, dependencies/risk/issues reduce by 50%

• Defined software plus services deal vision and responsible for execution of various deals across multiple programs. Successful model adopted by various teams across regions

• Key catalyst to drive cloud partnerships with various CSPs and adoption

• GEO leadership for consulting practice towards attrition rate <10%, resource utilization >90%

• Led the multiple App Rationalization initiatives part of M&A and Eliminated 75+ systems with right strategy and solutions

• Implemented the microservices platform that orchestrate business processes and retrieve data to perform 40,000 client transactions a month which leads to performance and improved user experience RPA/Artificial Intelligence/ Machine Learning

• Led design thinking and to automate the customer onboarding process using RPA to achieve 45% efficiency, 99.9% accuracy and speed to market by 25%

• Implemented AI/Machine Learning using Infosys NIA, Assist Edge, 24*7AI to optimize entire operations by reducing the overall cost by 35% and increasing speed of customer responses by 45%

• Implemented automation solutions towards productivity & operational efficiency improvement by 35% Client Centricity

• Proactive product evaluations, ROI assessments, solution recommendations towards customer trust

• Established constant feedback process and tight collaboration across CDO, IT and Business groups

• Helped clients adopting various industry leading products through a single relationship model resulting in business agility, speed to market and competitive edge through Salesforce, Mulesoft etc

• Implemented onboarding process and continuous learning platform through academy Education and Training:

Bachelor of Engineering, Bengaluru University

• Leadership and Advance Program Mgmt (Cornell University)

• PgMP at PMI (Project Mgmt Institute)

• PMP at PMI (Project Mgmt Institute)

• MCD1 (Salesforce – Mulesoft)

• MCSD (Microsoft), MCP (Microsoft)

• Scrum Master, Cloud Computing, Finacle Product Certifications (Infosys)

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