SEASONED PROGRAM MANAGEMENT PROFESSIONAL

Business value generation through a dedicated focus on careful program planning and delivery excellence

Accomplished program management leader with expertise using information technology systems for business value generation. Recognized for innovation in driving and delivering excellence in personalizing Customer and User Centric Digital Experiences. Extensive expertise in large project and program management on behalf of companies ranging from Fortune 100 to startups. Provide thought leadership to conceptualize, define and deliver digital enablement and business strategies. Strong focus on product oriented, program management to ensure seamlessly orchestrated delivery of multi-faceted programs. Deep global experience and mindset.

oDomain Knowledge in the Travel, Banking & Finance, Insurance industries. Customer engagement solutions, E-Commerce, Marketing & Loyalty Programs, Revenue Management

oEngagement with management teams to conceptualize business process transformation opportunities using mobility and social media opportunities as the catalysts of change

oSetting up and running cross-functional delivery teams for large scale, multi-shore projects.

oStrong customer centric approach to ensure that communication and organizational change management needs are addressed as thoroughly as IT functions

oConsistent focus on delivery for large scale, multi-geography, multi-disciplinary programs

Large Scale Program Leadership and Delivery P&L Management Business Value Chains Omni Channel Technologies Account Management Customer Journey Mapping Client Management Quality Assurance Establishing Centers of Excellence Business Process Transformation Natural Language Interactions AI and ML

PROFESSIONAL EXPERIENCE

Coforge (formerly NIIT Technologies Inc.)

oConsulting Product Owner (August 2020 – March 2023). Clients include Siam City – Thailand, Isuzu Motors – Thailand, Coforge Inc.

oERP migration programs, focused on Business Process Intelligence and data mining to drive business value through business process rationalization.

oUsed the Signavio Business Process Management suite of tools to uncover data-driven process realities through Process Mining.

oUsed discovery sessions with process owners to discover, document, analyze and validate using BPM Simulation, business process improvement opportunities.

oConsulting Product Owner for People2.0, a global talent acquisition services client, to drive delivery of new business products aimed at high-value, global clients. Working with the global CIO, CEO, CMO, and Customer Servicing to define their strategic product experience capabilities as well as implement roadmaps for the global product rollout.

oThe role included managing program objectives and deliverables, roadmaps and release plans, across four major delivery streams. Individual project teams worked as agile pods. Teams were geographically distributed across the US and in delivery centers in multiple cities in India.

oDelivery streams included data rationalization and consolidation from multiple global geographies into an Azure based system templated on the Microsoft Dataverse © best practice recommendations but adapted for the client’s specific needs. Project teams included website design and development hosted on Azure, database design and development, real-time API based (Workato) integration with legacy platforms for pricing, contracting and legal considerations.

oTeam included architects for various disciplines such as User Experience, Low Code No Code (LCNC) web development, data architects and an overall solution architect.

oCoordination with the customer’s own information security team was crucial and closely managed to ensure adherence to required corporate standards.

Program Management, Digital Advisory Services (November 2019 – August 2020). Customers include Aflac, Utica Insurance, WestBend Insurance, FPI Inc.

oSpearheaded Business Transformation programs in Insurance, Travel, and Banking business areas. Transformed a manual, effort intensive, cumbersome insurance claims process into friction-free, cohesive interactions over mobile apps, websites and call centers.

oDeveloped the Customer Experience and Business Process Architecture Office to guide and manage transformations in personalizing customer engagements leveraging industry leading Digital Experience platforms from Sitecore and Business Process Intelligence with Signavio. The enterprise-wide engagement involves multiple digital disciplines including cognitive intelligent automation, robotic process automation for document processing, automated business process management, tied together by ethnographic research and human centered user experience designs.

oMulti-threaded, multi-horizon program with completion scoped for an 18-month horizon.

oChallenges included ensuring business value objectives were managed and rationalized with the customer, and that KPI’s were understood, identified, and measured by the delivery organizations.

oProgram facets included migration to Azure, implementation of RPA, NLP technologies, data synchronization, cleansing, and staging.

oOrganizational change to induct the new processes into the call center operations.

oMultiple teams working in an Agile development approach. Teams were distributed globally.

oCoordination and synchronization of architects for UX, web design and development, data, cloud, and security disciplines.

oDrove the conceptualization and development of venue entry solutions to certify visitors and corporate employees as covid-free. Coordinated business process and development across multiple parties including clinics, testing facilities, laboratory systems operators, and venue operators to create the mobile and web-based applications in an Azure cloud environment. HIPAA and PCI compliance issues were also considered and fully addressed

oEstablish strategic partnerships with innovative AI and ML based solution providers to create unique value propositions for clients

oEngage with senior client leadership roles – CIO, CMO, SVP, VP levels – in a consultative capacity to conceptualize and deliver on complex digital programs for transformative business growth

Program Delivery for Omnichannel Experiences (April 2012 – October 2019). Customers include Spirit Airlines, Express Jet Airlines, Extended Stay America, Office Depot, Sabre Technologies, Hawaiian Airlines, Allstate Insurance, Assurant Insurance

oKey program delivery resource to deliver world class user interactions in an omni-channel modality, over mobile phones, websites, and customer call center interactions. Established and staffed a User Experience practice based on ethnographic research and human centered design to focus on customer centricity in feature designs

oSold and oversaw delivery of programs to revamp day-of-departure airport operations for a regional US based airline, and programs to reimagine mobile app-based reservations and day of departure capabilities for a US based low-cost carrier with the business intent to improve ancillary revenues generation.

oIntroduced sprint cycles for UX discovery and design into the agile delivery framework followed on the project.

oBuilt a multi-tenanted, multi-language capable mobile application for global deployment, to a major hospitality industry service provider.

oUser Experience design, concurrent delivery of an omni-channel platform

oAgile delivery framework

oRemote and on-site teams, geographically distributed customer base and user personas

oDelivered a React Native based B2B mobile app for Corporate and Business Sales customers of a major US based office supplies company that won the SMA Best Mobile App award. Sales and engagement increased by 18%

Sr. Director, Mobility and Social Media Practice (September 2010 – March 2012)

oStarted the mobility practice for the company. Recruited talent, evangelized the offerings, mentored and sold business for NIIT’s fledgling mobility services practice; grew it 300%

oSecured and delivered key mobility design and development projects totaling $5.3 MM in Hospitality, Airline Operations and Insurance business lines. Average size of deal was 53% larger than typical NIIT deal sizes.

Director of Project, Travel Transportation & Logistics (TTL) Practice (September 2008 – August 2010)

oResponsible for new business acquisition, acquired the US geography’s first airline client, an engagement value of over $2 million

United Airlines

Manager, Quality Management Center of Excellence (July 2003 – July 2008)

oCreated the first ever enterprise wide IT QA program at United Airlines. Business deliverables included a 5 year, $170+ million project to migrate the airline’s reservation system to a new host, a 7-year, $70 million Oracle financials ERP implementation, and a 2-year, $12 million CRM project using Siebel Systems

Lean Six Sigma and Quality Assurance Sourcing Engagement (June 2000 – June 2003)

oUsed LSS techniques to streamline IT functions, reducing cycle time by 120 days; savings exceeded $25 million

oLed the sourcing effort for a QA partner, delivering $10.5 million savings in 3 years, and reduced defect related expenses by $12 million in 4 years. Negotiated a 20% reduction in overall vendor charges

Applications Development – Analyst to Manager (June 1993 – May 2000)

oPart of the team that defined and developed the very first implementation of the STAR Alliance between UA and Lufthansa. Responsibilities included extensive interactions with multiple business stakeholders at UA, and bi-weekly trips to Frankfurt, Germany to coordinate program development with counterparts in Lufthansa. Benefits for the airlines was an exponential expansion of routes and consequently revenues by selling seats on partner aircraft. STAR Alliance is now an inextricable part of the global airline services offerings.

oIntegral part of the team that implemented the first rollout of the new industry-leading True O&D Revenue Management solution that is estimated to increase UA’s topline by up to 0.75% or $100 million annually. Led the group that developed the crucial Network Optimization system. Ground-breaking innovations included parallel processing engineering that allowed 5x data volumes to be processed in less time than the existing system.

A crucial aspect of this system was an entirely new system of interaction for the analysts that used the system. Brand new for its time, it included a “single pane of glass” view presenting analysts with all the information they needed to manage their flights

EDUCATION AND CERTIFICATIONS

oM.S. Operations Research and Industrial Engineering. UMass Amherst, MA

oB.A (Hons) Mathematical Statistics, University of Delhi, New Delhi, India

oBusiness Process Optimization from SAP-Signavio

oAcumatica ERP Solutions

oNatural Language Interactions engagements development from Artificial Solutions

oCustomer Journey Mapping workshop – Temkin Group

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