Sr Director Program Management

Mahesh Kashyap

Sr. Program Manager – Global Program Management, Digital Transformation, and Agile Delivery (Digital eCommerce, Telecomm, Retail, Healthcare, and Finance)

Mobile 972-***-****, Email: **************@*******.***

SUMMARY

Mahesh is a result-oriented senior IT leader with demonstrated success in Digital Transformation, Program Management, Customer care, QEA Management, and Global delivery. A pioneer in IT industry, with over 20 years of progressive leadership experience in defining strategy, developing roadmaps, building global teams, establishing high performance Digital Call centers, and implementing transformational change across Technology, Platform, and Operations for fortune 50 clients.

Mahesh established advance Omni-channel call centers for marketplace, PMOs, Transition Management Offices (TMOs), Testing Center of Excellence (TCoE), and agile based development centers. He has extensive experience in engaging clients from inception through implementation and building high performance operational teams. Converted traditional call centers into digital contact center via Computer Telephony solution and integrating with CRM and social channels. He focuses on market trends, business models, and works effectively with cross-functional leads in developing roadmaps to launch services, digital transformation, and high-performance Call centers and enhancing customer experience thru PMO.

EDUCATION & CERTIFICATION

Master’s Degree of Technology, Computer Engineering

Indian Institute of Technology Roorkee, India

PMP EPP Leadership Program, Harvard Business TrueNorth ACE QEA

Digital Practice/Retail

PepsiCo, Prudential, Farmers Insurance, 7-Eleven, HEB, and TXU Energy

Healthcare

HCSC, BSBSA, MMIS - California, Health Net, Blue Shield of CA, and WellPoint

Telecomm

Verizon Retail, AT&T, Cingular Wireless, and Cincinnati Bells

Insurance/Auto

TELCO(Tata), Farmers, Prudential, and CSX Transportation, D DOT, MI

Finance/Government

Citi Bank, American Express, AIG, and Federal Home Loan Bank

Visa Status: US Citizen

Accomplishments:

Successfully led Digital Transformation for a Retail business using Onvida platform and providing Omni channel capabilities using Hybris eCommerce platform and 3rd party analytics for ordering and fulfillment for B2B customers, and created 40% operational efficiencies ($15M revenue)

Established Transition Management Office for Prudential by leading transition of Individual Life Insurance portfolio into Digitized Managed Service. Managed 120 resources and $30M Budget.

Operationalized an Agile based Delivery Center to rollout MMIS implementation and Digital delivery for HealthCare Services using Healthcare Exchange. Managed P&L $35M and a team of 200+ global resources. Responsible for CEO Communication and Stakeholder management

Led the Nationwide Implementation of SSP (Strategic System Platform) to provide a unified view of all the products and services to Verizon’s customers.

Delivered consolidated Sales & Billing portal and EDW for various channels for Cingular Wireless

Led successful Transformation for HealthNet by achieving 48% CP and 4.9% CSAT. Realized $65M Revenue by establishing TCoE with advance Matrix framework. Established UAT Labs in Far East and realized $12M in saving. Led over 350 global resources for the engagement.

Led a global customer promotional offer for AT&T – Universal Student Card

Successfully launched first e-Marketplace for healthcare using Trade-Matrix supply chain platform

Launched Transition management Office for CSX Railroad and facilitated CSX-Conrail merger. Led multiple PMOs (360 global resources) and generated Revenue of $35M with a profit margin of 30%.

PROFESSIONAL EXPERIENCE

Infosys - Global Program Lead (Dec 2017 – Till Date)

$15M Financial Private Bank portfolio for CITI Bank: April 22 – Till Date

Currently leading transformation PMO to streamline Safety and Soundness initiative for security, vulnerability, and end-of-vendor support for Application and Infrastructure portfolios of Citibank. Responsible for integrating and re-aligning Delivery and PM streams across Asia and North America units. This includes remediation and sun-setting of applications and servers, reporting non-compliant components, and managing End-of-Vendor support activities.

$18M Manufacturing Program for Johnson Controls (JCI): Nov 2020 – March 22

Successfully led Transformation from Legacy to Cloud using SFCC and Agile methodology. Responsible for Rollout of SEDU application stack to 84 districts of North America, led Enterprise Change Management and Release Management for JCI. Responsible for multi-vendor teams and over 200 Global resources to support Fire and Security LOBs of JCI.

$6M Transition PMO for Verizon: Jan 2020 – Oct 2020

Led a large team of Sr. managers and Managers from business and technology teams for Change Management, Transition, and Release Management of Verizon development and Application support portfolio as managed service Entity and transitioned work to offshore teams covering KT, Shadow, Reverse Shadow, and support on agreed SLA.

$22M Healthcare portfolio Lead: (BSC, BCBSA, HCSC) Dec 2017 – Dec 2019

Successfully Led BSC Care 1ST Migration and Managed Development and Testing phases. Facilitated Outsourcing of complete application and data portfolio of BCBSA and fully operationalized Level-2 & Level-3 support. Delivered HCSC Claim Engine Enhancement for adjudication and claims processing across various states using Agile delivery. Responsible for over 200 global resources supporting Architect, Development, Analysis, Testing, and PMs.

Cognizant Technology Solutions – Delivery Director (Jan 2006 – Jun 2017)

PepsiCo Direct Retail Digital Practice (July 2016 – Jun 2017)

Successfully led digital transformation of PepsiCo to the next gen Digital Space by enabling Hybris eCommerce platform hosted on cloud (AWS), integrating with Marketing tool and Analytics. Led call center migration to advanced Digital Omni-channel Contact Center using Onvida platform, a Computer Telephony Integration solution, to provide PepsiCo with 360-degree view of customer transactions to improve efficiency of agents, reduce cost and technology upgrade. Managed Budget of $15M and team of 60 global resources

Created digital mindshare, vision, strategy, and implementation approach for digital transformation

Enabled transition from traditional call center into completely digitized Omni-channel contact center with customer History, call routing, and CRM integration

Prepared Road map to achieve 40% Cost savings and 20% revenue growth thru this transformation

Prudential Insurance & Farmers Insurance (July 2015 – Jun 2016)

Successfully led transition of application portfolio of Individual Life Insurance LOB for Prudential Insurance into a Digital Managed Services Model that enhanced service component and realized cost efficiencies. Integrated eCommerce portal with Digital Marketing and Analytics using ATG platform. Enhanced payment, Coverage, and advance search. Established Transition Methodology, Transition plan & key Metrics for KT, Shadow, Reverse Shadow, and Lead state. Managed total budget of $20M and team of 120 resources

Enhanced Demandware eCommerce portal for Quotes, enrollment and claims and facilitated Responsive design for mobile products for Farmers Insurance. Created Digital Vision and defined digital transformation strategy for better customer experience Implemented Amazon Alexa, a voice-based interaction with Amazon device for efficient queries,

Enabled Geospatial solution for Catastrophic Response Team to identify the path of the peril and digital field dispatch solution using Google cloud for the real-time status tracking of the adjusters

Xerox - DHCS CA MMIS (Jan 2014 – June 2015) - Program Director

Led MMIS engagement for California State and established nationwide Agile based Testing Delivery center for MMIS implementation. Launched digital Health Exchange product for Xerox using Medical Information Technology Architecture (MITA) and SAP’s Hybris platform. This is a multi-year engagement with a budget of over $35M that supported basic Medical, Pharmaceutical benefits and claims. Led a global team of 200+

Established an Agile-base Delivery Center for Medical Management Information System. Defined Digital strategy and enhanced critical features i.e., Enrollment & Registration for shoppers and new members to find exact health plan. Negotiated Key-Metrics, KPIs, ROI measurement for various states. Operationalized Dashboard reporting.

Health Net & WellPoint (Jun 2009 - Dec 2013) - Program Director

Led Healthcare delivery of development, testing, and Digital transformation initiatives to enhance end-user experience for healthcare clients Health Net and WellPoint. Enhancement of digital site for Health Net was targeted for Members, Shoppers, Providers, and Employees. Launched Robust Search functionality for members and prospects to find Doctors, Providers, Hospitals, and specialists. Enhanced Payment functionality for individual and family plan, eligibility for Medicaid, Medicare, and Health Net Medical plan to explore low-cost/no-cost health coverage options. Managed P&L for the accounts with a budget of over $65 M and global team of 350+ resources.

Provided 360 Degree view of customer’s transactions through member portal. Social Media integration to subscribe for member blog, follow-on LinkedIn & YouTube Channel. Supported Enrollment, Login & Registration, Payments, Claim Status, FAQs, and Support features. Successfully established TCoE for Health Net with 100+ processes and tools

WellPoint Nationwide rollout of Facets implementation to enhance Pricing model/Claims processing.

Johnson & Johnson (Jun 2008 – May 2009) - Director

Successfully launched Program Management Office (PMO) for Johnson & Johnson’s global service organization. Analyzed, defined, and executed required framework and methodology of PMO including processes, templates, tools, ORT checklists and other artifacts to facilitate change management.

Managed a budget of $ 12 M and lead a team of over 100 resources.

Blue Shield of California (Nov 2006 – May 2008)

Program Director – Individual and Family Plan Installation Automation (IIA)

Led a global team of 75+ for the $14M initiative, aimed at transforming the enrollment and maintenance business process for the IFP, Individual and Family Plans, line of business for Blue Shield of California. Redesigning of electronic imaging and workflow technology platform realized significant service improvements, market positioning and eventually reduced the processing from card-to-quote cycle by 35%. Managed Portfolio, planning, CSAT processes, Client relationship, Architected Workflow for Quote to Card

7-Eleven, Dallas TX and HEB (Jan 2006 – Oct 2006) - Program Director

Responsible for establishing and successfully managing a large PMO for 7-Eleven to support store, sales, and Retail invoice modules. It involved integration between Corporate (Merchandising, Accounting), Stores and Vendors to gain vendor confidence and increase correct invoice generation.

American Express (August 2005 – Dec 2005)

Engagement Manager – Advance Payment Technology

Led a complex engagement Advance Payment Technologies for American Express to launch new payment devices. It was a $8 Million initiative where various business functionalities and payment tools were integrated. I led a team of 45 resources for development, Business Architecture, and testing. Managed Cost & Budget Earned Value Matrix and Dashboard for executive reporting.

Verizon - Retail (Jun 2003 – Jul 2005)

Consulting Program Lead – Application Development and Global Delivery (Consultant)

Led the Nationwide Implementation of SSP (Strategic System Platform) for Verizon. SSP offered a seamless package of ordering and fulfillment of its products (DSL, Dial, and Wireless) utilizing voice portal, real-time order placement, and billing. Managed GUI, Ordering, Workflow, and Adapter teams of 60+ resources.

End-to-end delivery, Establishing QA practice, Managing contract and a budget of over $10 M

CINGULAR (Sapient) Jul 2002 – May 2003

Director of Program Management

Responsible for strategy, client relationship, and over-all delivery for consolidated Sales & Billing portal and EDW for various channels for Cingular Wireless. Managed a team of 100+ resources and a budget of $5 M.

Defining role-based matrix for various users, lines of business and Geographical Regions

Other Engagements (Jul 2000 – Jun 2002)

TXU ENERGY – Consultant

Led the CRM implementation and retail integration for Texas Utility, one of the largest energy companies of Texas. Implemented 50+ interfaces utilizing CorDaptix Billing Engine and Siebel CRM to route the billing and customer information across the system using XAI services for prime entities like Customer, Account, SLA, and Service Points. Managed 80+ resources and a budget of $8M+.

i2 TECHNOLOGIES - Sr. Program Led – Auto Industry

Established e-Marketplaces and delivered e-Business/e-Commerce solutions by defining customized supply chain model for Auto Industry using i2’s Trade Matrix platform. Launched the first e-marketplace for a major Auto Industry in India and supported features like registration, inventory, scheduling, and customer records using Oracle PLM and i2 products.

CSX Corporation - Program Director (Keane Inc.)

Established Transition Management Office to deliver Legacy Modernization, Enhancement, and Production support of entire CSX-CONRAIL portfolio. This included transitioning of entire application systems, Data, business processes and resources of CSX and Conrail railroads. Led a team of 360 global resources and managed budget of over $35 M.

Led initiative of development and support of IT operations of American International

Led a customer promotional offer for AT&T and launched Student credit cards

Redesigned Transit Operating System for Department of Transportation, City of Detroit.

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