Customer Service Program Manager

PAWAN SINGH

MOBILE- 732-***-****

Email: **********@*****.***

US Citizen

Delivery/Program Management

Scrum Certified

Team Size: 5-380 Plus (Onsite/Off/Near Shore)

Results-driven leader with over 20+ years of experience specializing in operations growth, team building, strategic initiatives, customer service excellence, and brand development. Proficient in end-to-end vendor transition and management, manual- to-automation transitions, and strategic technology solutions for progressive organizations. SUMMARY

Accomplished technology leader with extensive experience in Program, Project, and Resource Management, as well as Budgeting and Strategic Technology Partnerships. Currently serving as a Program Manager at LTI, overseeing Account Management, Business Development, Client Relations, and Implementation & Delivery. Proven success in managing enterprise-level programs in the BFSI sector, delivering innovative technology solutions aligned with business goals. Demonstrated ability to implement end-to-end SDLC processes and Agile/DevOps methodologies, successfully closing portfolios exceeding $17M for IBM. Expertise in Quality & Delivery, with a dynamic approach to leading teams towards achieving business objectives. Adept at collaborating with steering boards for program and project updates and establishing KPI and metrics-based tracking systems for performance monitoring and analysis. Proficient in managing enterprise PMO, Business, Finance, Front Office, Operation and Security teams to assess technology, security, infrastructure, and financial risks. Notable achievements include surpassing annual goals in delivery containment improvement and schedule adherence, fostering team dynamics through regular IT Steering Committee meetings. Strategic thinker with a multicultural and multilingual skill set, experienced in leading geographically dispersed teams, and implementing UAT framework solutions across major international clients. Successfully implemented a comprehensive technology QA/UAT framework across the enterprise, resulting in cost reductions, enhanced transparency, improved collaboration, and minimized redundancy. Proven track record of championing change and fostering strategic partnerships with leaders, colleagues, and customers. TECHNICAL SKILLS

Methodologies: SDLC – Waterfall, Agile, Scrum and DevOps Modeling & Design Tools: UML, MS-Visio

Defect Management Tool: Quality Center 11.5, Rally, JIRA Tools: Postman, SOAP UI, WinSCP, AWS S3, Fusion, Confluence Version Control Tool: Rational Clear Case

Operating Systems: Windows XP/Net/2000, UNIX and MS DOS. DBMS: SQL Developer, Mongo DB

MS-Suite: MS-Office, Excel, Outlook, Power-point, MS-Project. KEY COMPETENCY

• 15+ years in Project and Program Management with a focus on Global IT management, including Proposal Review, Vendor Selection/management, Staffing Models, Estimation, and Budgeting.

• Leadership in driving E2E delivery excellence, Proven expertise in managing complex, multi-phase projects, ensuring on-time delivery and alignment with business objectives across diverse methodologies like Agile, Scrum, Waterfall, and hybrid models.

• Development and implementation of project governance processes, quality standards, and management of Audit, Governance, and Compliance issues, adhering to industry best practices. Pawan Singh Page 2 of 7

• Project Management: Leading and managing complex technical projects from conception to completion, detailed project plans, including scope, objectives, timelines, milestones, and resource allocation and maintaining project forecasts, monitoring actualization, and analyzing resource needs.

• ITSM & Delivery Synergy, Deep experience in integrating IT Service Management (ITSM) principles with project management for streamlined operations and service excellence.

• Steering Committee Leadership, Acts as a key driver in steering committee meetings, providing strategic recommendations, resolving challenges, and ensuring alignment with organizational goals.

• Strategic Resource Management Proficient in optimizing resource allocation and utilization to align with project demands, bridge capacity gaps, and build high-performing teams. Adept at deploying skilled professionals and project managers across diverse technological domains to ensure strategic alignment and successful delivery.

• Budgeting & Cost Optimization, Proficient in budget planning, monitoring, and implementing cost-saving measures, including automation and process efficiency enhancements, to drive financial prudence.

• Risk & Compliance Management, advised senior management and stakeholders on mitigating risks, control exposures, and compliance requirements. Developed and implemented robust strategies to enhance resilience and ensure adherence to industry standards.

• Change Management, Led the development and execution of a comprehensive change management strategy for the decommissioning of a major platform, ensuring minimal disruption to stakeholders and seamless transition. Assessed, communicated, and managed the impact of decommissioning on diverse stakeholder groups, proactively adjusting change initiatives to address emerging challenges and ensure successful implementation.

• Effective stakeholder relationship management, build strong, transparent communication channels with stakeholders, regularly presenting progress, activity updates, and service improvement initiatives. Aligning business objectives across various units and coordinating comprehensive end-to-end testing activities.

• KPI-Driven Reporting and Status Updates, Expertise in crafting and presenting actionable dashboards and reports with KPIs, ensuring stakeholders and leadership at various levels are informed with real-time project insights. Crafts comprehensive dashboards for real-time monitoring, ensuring clear visibility of project health, budget adherence, and delivery timelines. Regularly conducts in-depth performance reviews, enabling informed decision- making and strategic adjustments by leadership.

SELECTED PROFESSIONAL EXPERIENCE

L’OREAL- Ecom/Digital Retail. Feb 2024 – Present

Program/Delivery Manager

Project: Global initiative to modernize, simplify and standardize API management platform and sunset all Layer 7 legacy APIs to APIGEE. Simplify, standardize, and rationalize integration platform to global standards. Reduce business interruption on Layer 7. Reduce licensing & maintenance costs. Led Global API Platform Migration Initiative

Spearheaded a global effort to revamp and unify the company's API management infrastructure. This initiative involved:

API Platform Modernization:

• Upgraded the API management platform to a contemporary, streamlined, and standardized solution, phasing out all legacy Layer 7 APIs.

• Integration Platform Standardization: Streamlined and standardized the integration platform to align with global standards, minimizing disruption to Layer 7 operations.

• Cost Optimization: Achieved significant cost reductions in licensing and maintenance fees. Project Management Expertise:

• Meticulously planned, managed, and executed the project, encompassing stakeholder management, resource allocation, risk mitigation, quality assurance, budget control, timeline adherence, communication strategy development, and post-implementation review.

• Successfully navigated an aggressive timeline by proactively managing and coordinating interactions among client, vendor, and LTIM stakeholders, ensuring efficient project delivery. Pawan Singh Page 3 of 7

• Spearheaded change management for API migration and decommissioning project, driving seamless transition with minimal disruption, while ensuring stakeholder alignment and effective communication throughout the process.

Streamlined Communication and Collaboration:

• Fostered seamless communication and collaboration between consumers, IT, business units, consumer groups and the integration team to address project roadblocks and discuss progress.

• Conducted daily stand-up meetings to monitor daily progress, identify issues, and develop mitigation plans with both HIP and AWS streams.

Successful Implementation and Decommissioning:

• Developed a comprehensive decommissioning and sunset plan for Layer 7 APIs.

• Established an effective communication plan and disseminated it to all stakeholders.

• Delivered the migration of Layer 7 APIs to APIGEE, followed by their successful decommissioning.

• Partnered with senior management to craft the status report and deliver its key findings through a presentation. Nassau Financial Group Mar 2023 – Jan 2024

Delivery Manager

Project: Contact Center Transformation & Digitalization- Led the end-to-end Contact Centre Modernization project with a focus on technical advisory, implementation, and transition to a future state of Contact Centre processes. Key responsibilities encompassed:

• Comprehensive Project Management: Spearheaded all aspects of project management, including planning, stakeholder management, resource allocation, risk management, quality assurance, budget oversight, and post- implementation review.

• Client and Vendor Coordination: Successfully managed interactions with clients, vendors, and LTIM stakeholders, ensuring efficient project implementation and delivery.

• Program Governance Development: Established a governance structure with defined roles and responsibilities, ensuring transparency and accountability throughout the project lifecycle.

• Vendor Selection and Management: Directed vendor identification, selection, and communication, facilitating the client's decision-making process and ensuring effective vendor-client collaboration.

• Requirements Gathering and Discovery: Led pre-discovery, requirements gathering, and on-site discovery sessions, finalizing project specifications in collaboration with business and IT teams.

• Change Management, led change management efforts for this initiative, navigating significant shifts in requirements and ensuring smooth adoption through strategic stakeholder engagement and clear communication.

• Scrum Master: Worked as a Scrum Master, utilizing JIRA as a supporting tool for this projects by facilitating collaboration among client, vendor, and implementation teams. Ensured all Scrum ceremonies were conducted effectively, managed cross-functional Agile teams, and consistently delivered high-quality products on time across multiple initiatives.

• Quality Assurance and Testing Coordination: Coordinated QA and UAT meetings involving all stakeholders, ensuring collaborative and effective testing processes for successful project execution.

• Status Reporting and Dashboarding: Developed and implemented status reporting templates, provided comprehensive dashboarding updates, and ensured real-time project tracking, culminating in the successful delivery of the CCM project into production.

Citibank Mar 2020 – Feb 2023

Program Manager

Project: Client Reporting

• Streamlining ICG Client Reporting delivery & reporting processes in compliance with business functions to support global delivery for APAC/EMEA/NAM regions.

• Managed the "Client Reporting" portfolio, ensuring timely product development and testing releases.

• Collaborated with PMs and stakeholders to accelerate necessary approvals for planned releases.

• Provided comprehensive dashboarding and status reports for Client Reporting, detailing project status, budget, resource planning, and roadmap updates.

• Led daily and weekly meetings with PMs to monitor project progress, address roadblocks, discuss solutions, and guide projects to successful completion.

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• Developed and implemented a "Weekly Project Status" template on Confluence, enabling real-time status tracking and transparency.

• Utilized the PTS (Project Tracking Systems) tool to oversee overall project status and financials.

• Designed a new JIRA workflow to identify and categorize defects/bugs, track root causes, and manage defect aging.

• Change Management, directed change management for client reporting and dashboard, ensuring smooth transition by engaging stakeholders, adapting to changing requirements, and implementing effective communication plans.

• Collaborated with global business stakeholders, PMs, and the Steering Committee during NAM hours to promptly resolve project issues and ensure task completion for planned releases.

• Facilitated the identification of control partners from Legal, Compliance, and Risk, aligning REPORT content with their expectations and securing necessary signoffs.

• Played an active role in the hiring process for PMs and leads, ensuring timely onboarding and planning post- onboarding tasks to expedite Citi's onboarding process.

• Established a KPI and metrics-based system to monitor, report, and analyze account, project, and program performance.

Cirrus Labs Mar 2019- Jan2020

Engagement Director (Program Manager)

Project: PHS (Pharmacy Home Systems) & IPS (Ingenio Rx Pricing), Cloud Migration - Anthem. Managed Anthem’s Voyager End to End Guarantee Management Pricing, Stand Alone Pricing, Cloud Migration, IT Enhancements Optimizations & Specialty Drug Management and NC/Virginia Medicaid Program.

• Led initiatives to adopt mature IT practices and processes, enhancing IT delivery performance with a strong focus on cost efficiency, quality, and timeliness.

• Spearheaded Account Management, Business Development, Client Relations, and Implementation & Delivery for a high-profile client, ensuring exceptional service and satisfaction.

• Provided critical support to Pre-Sales and Sales teams by reviewing and refining responses to RFIs, RFPs, technical capability documents, SOWs, and NDAs, driving business growth.

• Established a comprehensive KPI and metrics-based system for monitoring, reporting, and analyzing the performance of accounts, projects, and programs.

• Defined the IT Mission Statement, Core Values, and Goals, consistently exceeding annual targets in delivery containment and schedule adherence.

• Collaborated with the steering board and stakeholders to regularly update the overall health of projects and programs, ensuring alignment with strategic objectives.

• Fostered team cohesion and alignment through monthly Senior Management IT Steering Committee meetings, featuring industry-focused presentations and discussions.

• Streamlined digital delivery processes to align with business functions and ensure compliance with global IT delivery standards.

• Guided the client in establishing a Testing Centre of Excellence (CoE), benchmarking best practices and quality frameworks, and conducting cost-benefit analysis for strategic planning.

• Oversaw all operational aspects, including development and test estimation, prioritizing use cases, and facilitating proposals with profitability analyses.

• Developed comprehensive resource strategies covering both in-house and client-site resources, tailored to different delivery models.

• Directed a wide range of activities including Requirement Analysis, Development, Test Planning, Risk Management, and more, ensuring seamless project execution.

• Presented holistic service delivery solutions, encompassing Service Level Agreements, Quality Assurance, Risk Management, and Business Excellence procedures.

• Cultivated strong, trust-based relationships with major clients, ensuring their loyalty and consistently proposing solutions aligned with their goals.

• Supported AWS Cloud migration efforts, facilitating the transition of key services and applications to the cloud, optimizing infrastructure for scalability, and enhancing security. Pawan Singh Page 5 of 7

• Collaborated with cross-functional teams to design and implement cloud migration strategies, ensuring minimal disruption and aligning with long-term IT objectives. TCS Aug 2016-Nov 2018

Technical Delivery Manager (QA/UAT)

Project: SEI- Client Portfolio Management (CPM-EST Team). Enterprise wealth management platform catering service to Banks, Wealth Mgmt Firms, Financial Advisors, Individuals and Institutional Investors for US and UK market.

• Led Process Improvement Initiatives: Assessed and improved testing processes, recommended automation tools, and developed a plan for an Automation Center of Excellence (CoE) to enhance delivery efficiency.

• Team Leadership and Development: Provided hands-on guidance, coaching, and mentorship to ensure a high- performing delivery team, with a focus on testing standards and best practices.

• Governance and Compliance Management: Audited and identified gaps in governance and compliance, implementing corrective measures to ensure process reliability and compliance.

• Cross-Functional Project Leadership: Played a key role in the CPM project, offering extensive support across multiple business areas, and leading efforts in Asset/Holding Management and report validation.

• Offshore Team Coordination: Effectively led and coordinated offshore teams, conducting daily standups, defect calls, and fostering clear communication through regular meetings.

• Comprehensive Test Planning and Execution: Spearheaded the development of Test Plans, Test Cases, and Execution Schedules, adapting delivery strategies to various methodologies, including Waterfall, Agile, and DevOps.

• Process Optimization and Continuous Improvement: Regularly presented process improvements to enhance productivity, streamline data setup, and optimize delivery, while actively collaborating with cross-functional teams. IBM

Program/Delivery Manager QA/UAT/Automation CoE setup Jan 2014- Jul-2016 Project: Met-Life QA Transition & Engagement (Team size-380 plus)

• As a Program/Delivery Manager for QA/UAT/Automation, I led program analysis, development, budgeting, vendor management, QA/UAT proposals, effort estimation, onsite/offshore coordination, resource planning, and continuous improvement initiatives.

• Successfully managed the transition of over 50 applications to IBM, ensuring a seamless process and minimal disruption.

• Led the end-to-end automation of over 20,000 test cases, driving significant efficiency gains and cost savings.

• Mentored and motivated project team members, fostering a culture of accountability, positive action, and continuous learning.

• Focused on delivering QA/UAT engagements within budget and time constraints, with an emphasis on efficiency and process optimization.

• Conducted regular walkthroughs and presentations to stakeholders, standardizing processes and implementing improvements in QA/UAT engagement.

• Developed and implemented continuous improvement plans using automation, process optimization, skill enhancement, off-shoring, and testing process improvements.

• Analyzed and recommended automation tools to enhance output, reduce costs, and accelerate time to market.

• Provided coaching and mentoring to team members, ensuring the maintenance and enhancement of quality standards and processes across teams.

• Established enterprise-wide testing practices and QA/UAT automation frameworks, aimed at cost reduction, increased transparency, improved collaboration between AD/Business and QA/UAT teams, and elimination of redundant efforts.

• Led multiple automation teams, directing end-to-end test automation processes and identifying manual test cases for automation based on business priorities and feasibility.

• Presented automation proposals to AD/Business partners, meticulously planning the delivery and scheduling of automated test scripts for various projects.

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• Managed QA/UAT processes, procedures, and standards for all lines of business, ensuring optimization and consistency across the organization.

• Prioritized compliance, governance, audit, and continuous process improvement, with a strong focus on automation.

• Proposed and implemented an automation solution (Java file comparison tool) that reduced manual effort, resulting in significant time and cost savings, and building customer trust through a positive ROI.

• Successfully automated several applications, reducing time and cost while maximizing ROI and test coverage.

• Developed QA/UAT/Automation roadmaps and strategies for upcoming projects, overseeing the hiring and onboarding of on-site and offshore Test Managers/Leads and resources.

• Managed and escalated issues to senior management, highlighting technical challenges and timeline constraints, and driving solutions.

• Cultivated strong business relationships with client leaders, AD/Business leads, CREs, and Director-level stakeholders, creating new business opportunities and expanding the IBM account in terms of resources and revenue, while ensuring quality and cost reduction through an optimized QA approach. Sagitech Management Systems Inc. New Jersey: Sep-2006 To Jan 2014 Deutsch Bank: Vendor Transition and Consolidation Oct 2013 to Jan 2014 Principal Consultant- Test Transition (from 13 vendors to 4) Project: Vendor Consolidation- Testing Transition and Transformation- 13 Incumbent Vendors to 4 Target Vendors.

• Conducted assessments and developed a scalable Testing Transition and Transformation Plan to ensure the successful migration of applications from the Incumbent Vendor to the Target Vendor, effectively mitigating transition risks and maintaining high-quality standards.

• Established and nurtured strong stakeholder relationships, collaborating across various business units to align objectives and facilitate seamless enterprise transition releases.

• Led and coordinated the smooth transition of domain applications, working closely with Test Leads from both US and non-US locations to ensure consistency and efficiency.

• Developed a comprehensive Transition Methodology, Transition Engagement Model, and Operating Model, along with essential frameworks, criteria, plans, and charts to guide the transition process.

• Reviewed and validated in-scope applications for each domain, actively engaging with Application Development Owners, Business Owners, and Test Managers to address challenges, resolve issues, and facilitate productive meetings and walkthrough sessions between the Incumbent, Target Vendor, and Domain Test Lead. Morgan Stanley Apr 2010- Oct 2013

Program/Delivery Manager UAT (Global)

Projects: Joint Venture/Marger Acquisition &Conversion/Rebranding The SPVP project is designed to empower Broadridge (BR) to replicate client documents in the GWM and PWM/ISG areas, previously produced by DST. The project's primary focus is on recreating client reporting and distribution documents to meet current production standards and specifications. Additionally, it includes enhancements in distribution, data quality, and archival retrieval for OnDemand PWM (Client Link, 360) / ISG Report Delivery.

• Successfully led simultaneous UAT efforts across multiple projects, managing onshore and offshore teams, including Tier 1 and Tier 2 support groups, while maintaining strong vendor relationships.

• Oversaw projects utilizing various methodologies (SDLC/Agile), developing Project Charters, test plans, and resource allocation strategies to ensure seamless execution.

• Implemented standardized templates for status updates, delivering weekly reports to upper management and business sponsors, ensuring transparency and informed decision-making.

• Executed comprehensive Risk Management practices by creating and maintaining a detailed Risk Register, regularly communicating potential risks to both technical and business stakeholders. Pawan Singh Page 7 of 7

• Served as a key liaison between business, development, and quality assurance teams, coordinating UAT efforts, escalating critical issues to senior management, and facilitating clear and effective communication between IT and business units.

Merrill Lynch, NY/NJ, Sep 2006 – Mar 2010

QA Manager

In my role, I have acquired substantial expertise with a diverse array of applications within the MSTG (Mortgage Systems Technology Group) portfolio. This includes Intex, managing Non-Agency CMO, ARM CMO, ABS CDS, and Subprime products; Market Risk, specializing in credit derivative products; Polypath, focusing on Pricing and Risk scenarios; Xlint, providing comprehensive web and client-based Portfolio Management, Trade Pricing/Booking, and reporting

• Orchestrated the development of comprehensive systems test plans, procedures, and processes for both current and future product testing, ensuring thorough coverage and effectiveness.

• Conducted detailed reviews and analyses of system-level testing requirements, ensuring precise definitions, usage profiles, and benchmark criteria during documentation reviews.

• Innovated and implemented a precise performance automation framework, consistently meeting performance SLAs and enhancing efficiency.

• Demonstrated expertise in Mortgage Loan Origination, servicing, Equities, Stocks, and Mutual Funds, while managing offshore teams, overseeing daily QA tasks, and promoting collaboration among cross-functional teams to improve testing quality. Additionally, provided mentorship to junior team members. EDUCATION AND CERTIFICATION

Bachelor of Engineering

Scrum Certified- PSM I

Member: Project Management Group (PMI)

PMI – PMP Certification (In Progress)

Credit Derivatives and Trading Products-NYU

Fixed Income Securities-NYU

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