Ghanshyam Upadhyay

IT DELIEVRY MANGER, PROGRAM MANAGER

A customer centric IT delivery manager with over 25 years of progressive experience - delivered multiple complex projects on turn-key basis in onsite- offshore model.

Proven leadership and team management skills to build a winning team and drive results.

As Onsite Account Service Delivery Manager for large accounts, partnered with customer’s business / IT stakeholders and worked towards addressing business problems with appropriate IT solutions.

Headed Business Intelligence & Analytics Delivery unit for 7 years and concurrently managed multiple large/medium sized projects in Insurance, Banking

& Finance and Healthcare domain.

Strong expertise in management of scope

Managed project budgets, product backlogs and monitored and controlled costs and schedule using metrics driven approach.

A strong process champion with experience of waterfall as well as agile methodologies.

• As a seasoned project manager and a practitioner of best practices, believes in detailed oriented approach to project definition, project planning, scope

/ change management and has a proactive approach towards risk management.

• Managed project budgets and monitored and controlled costs and schedule using metrics driven approach viz. Earned Value analysis, Gantt Charts, Burn- down / Burnup Charts etc.

• Managed complex projects involving multiple stakeholders / interfaces / technologies and dependence on other teams etc.

• Experience of managing projects with Waterfall as well as Agile approach and delivered projects using traditional scrum framework and lean software development approach.

• Managed projects with multiple delivery teams using scalable agile methods based on Disciplined Agile Delivery (DAD) process framework.

• As a process champion, always promoted and practiced process centric approach to delivery. Strong practical knowledge of software engineering processes and quality assurance as per CMMI level 5.

• Extensive experience of performing activities such as - Project Charter preparation, detailed project planning, estimation, selecting and defining execution methodologies and models, responsibility definition (RACI matrix), risk management, quality management, defect prevention, schedule management etc.

Key Skills

AREAS OF EXPERTISE

• Delivery Management

• Project Planning & Execution

• Business Requirement Definition & Management

• Scrum Framework

• Lean Software Development

• Transition Management

• Project Stakeholder Management

• Scope & Change Management

• Project Monitoring & Control

• Budget Estimation and Planning

• Waterfall and Agile Methodologies

• Project Processes and Continuous Improvement

TOOLS

Project Management: Microsoft Project Plan, JIRA, Service Now, Microsoft TFS

Analytics/Reporting: Pandas, Scikit-Learn, NumPy, Scipy, SAS/BASE, SAS/STAT, SAS/ETS, Tableau, QlikView, BO, SQL MDM: ClearMDM, SAS/DQ

Database: SQL Server, Oracle

CRM: Salesforce Sales Cloud, Salesforce Process Builder, Salesforce Flows / Workflows

Office Tools: PowerPoint, Excel, Word, Visio

Programming Languages: Python, R, Gauss, FORTRAN

BUSINESS DOMAINS

Insurance, Banking & Finance, Central Banking

ACADEMICS & CERTIFICATIONS

• M.Sc. (Statistics), University of Delhi – Gold Medalist (1988)

• B.Sc. (Statistics (Hons), Mathematics, Physics), Banaras Hindu University (1986)

• Certificated Associate of Indian Institute of Bankers (CAIIB) MAJOR TRAININGS UNDERGONE

• PMP Training

• Agile Project Management Training

• Scrum Framework

• Leadership Development by Dale Carnegie

• Large Account Management by Miller Heiman, UK

MAJOR ACHIEVEMENTS

• Europe President’s Club Award (2005)

• Best Employee of the Year (2007)

CONTACT DETAILS

M: 609-***-**** Email: add3cd@r.postjobfree.com

Career Summary

Project Management Capability

Work Experience Summary

Onsite Delivery Manager (Aon Affinity Insurance, Fort Washington, PA) – Jan 2017 till date

• Managed Salesforce CRM (Sales cloud) implementation and enhancement project in agile/scrum model.

• Managed integration of Salesforce with digital as well as legacy based policy administration systems.

• Managed product backlog using JIRA and worked closely with product owner and business teams in prioritizing the work for upcoming sprints.

• Coordinated with geographically distributed teams from multiple vendors and Aon’s captive unit offshore as well as other product & service vendors and troubleshooted the roadblocks.

• Supervised user requirement gathering and defined template for user story writing.

• Also provided thought leadership in providing solution to business problems using advanced analytics solutions and implemented the same. Account Service Delivery Manager (Trustmark Insurance, Lake Forest, IL) – Feb 2016 to Dec 2016

• Concurrently managed delivery for 7-8 projects relating to digital transformation, large scale data migration, development and maintenance of BI Applications, data pipeline, reporting, data quality and enterprise testing (manual and automated).

• Overhauled the process of project level and engagement level status reporting and introduced metric based reporting.

• Initiated a SLA improvement plan for different types of projects and implemented the same with significant positive outcomes.

• Partnered with client business and IT stakeholders in identifying business pain areas and proposed IT solutions for the same and executed those new projects.

• Responsible for contact and change management.

• Managed Project budgets and owned P&L responsibility with annual revenue of USD 11Mn + and managed an average team size of 110.

• Managed customer escalations successfully by addressing process gaps Account Service Delivery Manager (BBH, Jersey City, NJ) – Jan 2015 to Jan 2016

• Managed delivery for multiple (20-25) medium to large sized projects concurrently which ranged from development, enhancement, maintenance & support to strategic consulting and testing. The annual spend was USD 18 Mn + and the peak team size was around 250.

• Projects executed in the areas of Private Banking, Investment Management, Fund Accounting, Global Custody, Cash Management, and Distributed Data Repository / EDM.

• Technology stack ranged from digital and legacy home-grown applications and specialized off the shelf products (e.g. Golden Gate) to data

& analytics applications.

• Introduced agile / scrum processes for project execution in certain areas.

• Overhauled the process of subjective monitoring & reporting and identified and introduced separate metrics-based reporting for development, maintenance and support projects that were easy to comprehend and clearly showed progress / improvements over time.

• Closely monitored project and engagement level metrics on costs and schedule using earned value analysis. Also monitored quality metrics, value adds & SLA fulfilment.

• Initiated a SLA improvement plan for different types of projects and implemented the same with significant positive outcomes.

• Devised strategy for enterprise application support in collaboration with senior stakeholders. Successfully transformed one of the highly visible areas for the client by proactively implementing ITSM/ITIL.

• Managed internal and external stakeholders at various levels and managed contracts / statements of work, change management, risk management for different steams of work.

• Defined a framework for Standard Operating Procedures for Support work and deployment checklist for maintenance and development projects.

Head– Business Intelligence Practice & Delivery (Hexaware Technologies Limited) – Nov 2008 – Jan 2015

• Led the Business Intelligence and Analytics Delivery unit of Hexaware Technologies for 7 years with a peak size of 200+ and a revenue of USD 15Mn.

• Had responsibility of concurrently delivering 15 to 20 large/medium sized projects within the given budget and schedule and adhering to a predefined quality standard.

• Built & managed center of excellence for BI & Analytics – developed new service offerings to keep pace with latest trends in technologies & tools that was leveraged to gain new business and providing need-based support to existing projects.

• Presales & Consulting – supported sales team with technical solution proposals, presentations to customer and carried out strategic consulting and prototyping to win larger projects.

• Internal and external stakeholder management – coordinated with internal departments viz. Marketing Finance, HR, Resource Management, Legal, administration etc. and also worked closely with customers and partners.

• Worked on competency building, recruitment support and project staffing Project Management (Hexaware Technologies Limited) – Oct 2003 – Oct 2008 Managed projects of different nature, sizes, complexities and technologies such as Legacy, Distributed Systems, Business Intelligence, Data Migration etc. for customers in Insurance / Healthcare, Banking, Finance and logistics. Some of the projects managed are as follows.

• Managed and delivered a global Human Resource DW for a very large multinational insurance company of North America (AIG) having operations in more than 100 countries worldwide within a fixed budget. This project was challenging from multiple aspects – managing multiple stake holders (clients), integration with the ERP which was also being revamped, unstable development environment, planning for feeds from other systems which were also under development, time and budget constraints etc.

• Delivered an online home banking application for a European bank (AXA Bank) using JAVA / J2EE technologies. Successfully managed frequent and late changes in the requirement. Usage of an in-house developed framework which required additional trainings added to the challenges in maintaining the delivery schedule.

• Implemented SAS Risk Management and Analytics module for an Indian bank (HDFC Bank) to help them perform asset liability management and credit risk management, reporting and analytics.

• Managed delivery for DW convergence project for a European multinational insurance company (AXA Belgium) which was quite complex due to the factors such as - involvement of multiple tools and technologies, lack of documentation of the original systems, multiple stakeholders with diverging interests, process immaturity of the customer etc.

• Managed a project on data integration for a corporate finance repository for a large asset management company (Northern Trust Bank) in NA. Over-customization of PeopleSoft EPM to the needs for the business added to complexities. This was a large project with a peak team size of 25-30 working for more than a year.

• Delivered a project on creating a master data for customers using SAS data quality solution for online application verification for a telecom company (Vodafone). Not having a quality knowledge base and unstructured addresses for that country added to complexities and challenges to deadline of the project.

• Managed an MDM project for building a Provider Information Directory for healthcare data provider in USA (Optum Insight-UHS). Changing complexities of the project due to existence of multiple sources of data and identification of the right source for different sets of data and data quality challenges forced multiple revision in the schedules and budget of the project.

• Managed a Sarbanes Oxley Compliance project for a retail banking company in UK (Llyods TSB Bank). This required identification and effectiveness of various types of controls and completing necessary documentations in a very strict time frame due to statutory requirements around this. Unearthing of new processes during execution of the projects kept adding to the scope of the work and thus required a highly disciplined approach to the change management.

• Development of DW and data mart for an insurance company in UK (Chaucer). The objective of the project was to build an information repository – a single version of truth with a capability of on demand for internal and statutory reporting. Assistant Adviser (Reserve Bank of India) – Dec-1998 – Oct-2003

• Prepared an approach paper for building an enterprise wide data warehouse (EDW) for the Bank spanning 19 different departments / functional areas.

• Worked as the key technology person advising the high-powered policy group for implementing EDW.

• Prepared RFPs for selection of two different service vendors (systems definition and implementation phases), defined metric based evaluation framework and evaluated responses and made recommendations. Also evaluated and selected products viz. database platform, ETL tool, MDDB, Reporting & Analytics tools etc.

• Coordinated, monitored and reviewed the work of vendors and also worked with business teams across different departments for defining requirements. Also coordinated the UAT effort, user trainings and final production go-live. Research Officer (Reserve Bank of India) – Jan-1991 – Nov 1998

• Built a risk scoring framework for commercial banks in India using CAMEL rating for use of banking regulatory departments of the Bank.

• Performed segmentation of commercial & cooperative banks in India into different sub-groups based on a given set of characteristics desired by the banking regulatory authority in India. This helped authorities in identifying the vulnerable banks and taking appropriate action proactively.

• Provided policy inputs to the top management by developing predictive univariate and multivariate time series models for forecasting key macroeconomic and monetary indicators.

• Large volume of data processing using SAS and undertook statistical analysis and research in the area of interest to the Bank.

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