Change Management Quality Improvement

SUMMARY

Result-Oriented IT Professional with **+ years of experience in successfully delivering technology-intensive business and IT transformations in Banking, Insurance, Retail and Telecom Industry

Experienced in delivering projects to achieve business goals including revenue growth, cost reduction, quality improvement, productivity enhancement, and increased customer satisfaction

Managed large size ($10M), medium size ($6M), and small size projects between $1M and $5M

Highly developed written and verbal communication skills with significant experience in managing relationships with Senior Management/Executives and successfully engaging all key stakeholders

Well-versed in developing business cases, developing technology/business strategies, roadmaps, establishing a required Governance structure for driving desired technology and business changes

Experienced in gap analysis and documentation of high-level and functional/non-functional requirements, As-Is and To-Be process flows by conducting workshops, interviews, and other elicitation techniques

Experienced in industry best practices such as PMBOK, PRINCE2, CSM, ITIL, LSSGB, SAFe framework

KEY ACCOMPLISHMENTS

Successfully formulated and implemented Agile - Scrum methodology for Commonwealth Bank of Australia, AEGON Insurance, NJM Insurance, T-Mobile and Bell

Built interfaces using API’s, Queues to connect multiple Upstream and Downstream systems across Bell IT Landscape for W2U (Wireless and Wireline Unification) Program

Created a centralized Master Data Management platform to provide Customer, Product, Resources, Services, Contract Agreement, Billing Account etc. for all the consuming applications

Implemented AI/ML solutions to automatically route the tickets received by email to the respective agents through Smartpath

Enforced Automatic Approval Artificial Intelligence (AAAI) process in assigning Golden Key to the Customers, Address, to align with the Products and Services

Modernized T-Mobile IT landscape by building an Integrated Data warehouse in Big Data Hadoop Eco System

Implemented Rating Engine in Oracle Insbridge product for the personal lines of Insurance for NJM

Converted Mabis to DeMabis, Uniface application to Java web application, developed chain integration for AEGON besides providing Maintenance and Enhancement and fixing production tickets/incidents

Modernized and Digitized the Channels systems (Web applications) along with change management and production support for Core Banking System of Commonwealth Bank of Australia

Upgraded Datastage v8.1 to v9.1 for 83 applications and 30k jobs for Commonwealth Bank of Australia

Re-engineered a complex Diploma Statement Improvement system and provided change management for CitiBank North America

SKILLS

Portfolio/Program/Project Management

SAFe Agile/RTE/SM Mentoring and Guidance

Business Process and Vendors Relationship

Quality Assurance and Control

Transition/Change Management

Interpersonal and relationship-building

Communication and managing conflicts

Problem-solving and Decision making

Administrative, Analytics and Financial

Onsite Offshore coordination and delivery

PROFESSIONAL WORK EXPERIENCE

TransUnion, Canada, Sr. Consultant Nov 2024 – Feb 2025

Facilitate all ART ceremonies and events, as well as drive relentless improvement at the ART level

Build and manage timely communication channels with Stakeholders, escalate impediments, manage risk, dependencies, and help ensure value delivery

Drive Lean-Agile transformation and engages in coaching teams, and SMs in the new processes and mindsets. Ensure program governance, and drive program level process improvement via I&A

Manage the implementation of reporting standards/KPIs across the ART and assist in tracking the execution of features and capabilities

Employer: Sryas Inc, Client: Bell, Canada, Sr. PM Oct 2021 – Aug 2024

Lead Shared Services Team projects within BBM (Bell Business Market), supporting commercial clients across Canada with telecom and internet services. Manage a portfolio of 40+ concurrent initiatives using diverse SDLC methodologies—Waterfall, Scrum, Hybrid, and SAFe ART—ensuring delivery within defined scope, budget, WBS, timeline, and quality standards

Successfully deliver multiple high-impact initiatives, including CEO Top 45 programs (e.g., WSS, TIM Decommissioning), critical projects (e.g., W2U, C360), billing system integrations (e.g., Ariba, Intelligent Routing), and ESIDE initiatives

Collaborate with stakeholders to develop RFP, ROI, SOW, project goals, objectives, and scope. Develop detailed project plans, timelines, and resource allocation. Build and lead cross-functional project teams. Provide clear directions, set expectations, and motivate team members

Maintain daily collaboration with PMs and key BBM stakeholders to ensure adherence to project plans and processes. Track project progress, gather status updates, proactively identify risks, implement mitigation strategies, and ensure timely resolution of all open issues

Continuously improve project management processes and methodologies. Conduct post-project reviews and lessons learned. Assist in resource allocation and conflict resolution

Present the BBM Weekly Status Report to IT Directors, Senior Managers, PMs, Architects, Business Analysts, and Development Leads. Reports cover pipeline updates, current project statuses, milestones, KPI metrics, risks, issues, action items, and key highlights/lowlights

Develop the Agile Transformation roadmap and initiate the SAFe Agile Release Train (ART) for the CPM program. Serve as Release Train Engineer (RTE) and Servant Leader facilitating ceremonies, supporting, coaching, and mentoring Scrum Masters. Drive continuous value delivery and coordinate seamless releases in collaboration with DevOps teams

Employer: HCLTech, Client: SCB and Allianz Insurance, India, Sr. PM Jun 2016 – Jul 2017

Implement Interest Rate Risk in the Banking Book (IRRBB) and provide maintenance of Balance Sheet Statement for SCB. Provide total Application Development, Maintenance, Enhancement and Support for the Closed Book System of Allianz Insurance in addition to LOA project. The goal of LOA is to migrate the data from DB2 to Oracle, convert JCL statements to equivalent Shell Scripts in Linux, and migrate the Accent/R programs by doing lift and shift into Linux

Conduct workshops and brainstorming sessions to get stakeholders consensus on requirements; finalize the scope, build the team, schedule periodic quality audit, and senior management review

Perform change management, service/incident management, test management, risk management along with application development. Oversee resource planning and allocation across projects

Act as the primary point of contact for project stakeholders, including clients, executives, and team members. Provide regular updates, address concerns, and manage expectations

Identify potential project risks and develop mitigation strategies. Continuously monitor project progress and address any issues promptly. Oversee project budgets, ROI and ensure cost control. Track expenses, manage resources efficiently, and report on budget status to stakeholders.

Carry out value add activities to automate and reduced the batch jobs running time by 20%

Employer: HCLTech, Client: T-Mobile, India, Sr. PM Aug 2015 – May 2016

Build Integrated Data Warehouse (IDW) in Hadoop Eco System to migrate 9 telecom products of T-Mobile from the existing Informatica Enterprise Data Warehouse. These products data were ingested into Data Lake, the Data Ingestion layer from different source systems. Then the data of these products sent to HDFS to get cleansed, aggregated in Data Preparation Layer. Finally, it gets transmitted to Teradata, the Data Presentation Layer for Business users to consume

IDW utilizes multiple technologies like Hadoop, Oracle, Teradata, Denodo, PL/SQL, Linux, PERL, Java, Crystal Reports etc. so cross-trained the resources and built the multi-skilled resource team

Allocate resources effectively to meet project demands. This includes personnel, equipment, and technology requirements. Ensure that project deliverables meet quality standards and adhere to best practices. Implement quality control processes and resolve quality issues as they arise

Execute the project in SAFe Scrum/Kanban by setting up Agile Release Train with multiple teams one for each product, implementing Agile Principles and timeboxed all the scrum ceremonies

Build tools to automate the pig script code generation, to automate the unit/system testing, to compare the test results that saved the effort and cost by 30%

Employer: HCLTech, Client: CBA, India, Sr. PM Apr 2013 – Jul 2015

Manage the entire Channels segment of Core Banking System of CBA running in different technologies in terms of Application Development, Enhancement, Maintenance and Production Support and Manage the team of 50+ people distributed across Australia and India with the annual budget of $3M and by doing so delivered the value adds worth $200k

Migrate 83 applications from Datastage v8.1 to v9.1 along with 30 thousand ETL jobs scheduled through Autosys scheduler; the project is complex due to the number of jobs needed to be tested between these two versions and the data discrepancies arise due to its features in handling data types. Build Automation in End-to-End Testing, prepare the sandbox system as the testing bed, build tools to compare the test results

Modernize the Core Banking System of Commonwealth Bank of Australia running in various technologies (Client/Server, .Net, PL/SQL, Datawarehouse) by digitizing its online banking, building the centralized server for all its channels applications, collecting data from various systems to display in a single page the entire customer portfolio

Implement a defect tracking process using ALM, ensuring resolution of issues and performing corrective and preventive actions as necessary

Define and manage integration testing, implementation planning, and release management in ALM to ensure smooth product or service deployment

Develop and execute transition plans for the successful handover of project outputs to operations and support teams

Chair weekly call with the Customers, Senior Managers, Onsite coordinators to present the project status, risks, budget, schedule, deliverables, milestones, value adds, team certifications and knowledge index

Employer: HCLTech, Client: NJM Insurance, USA, PM Jul 2009 – Mar 2013

Put in 142 edits on the front end online legacy screens to stop bad data being keyed into the system across personal lines of insurance, commercial lines of insurance and claims system; further cleaned up the impacted files and databases that consist of policies with these erroneous data. The allocated budget to put all these 142 edits was $600k but delivered under $550k resulted in savings of $50k

Manage large scale program implementing the single rating engine in Insbridge Oracle product across personal lines of insurance and reinsurance for Auto, Home, and Dwelling

Oversee vendor relationships to ensure service delivery excellence, adherence to quality and satisfaction metrics, and continuous capability maturity improvement

Prepare Business Case, RFP, ROI, conduct Kick off Meeting, develop project charter, maintain project documentation, including SOW, project plans, WBS, status reports, and meeting minutes. Provide regular reports on project progress and key performance indicators

Conduct workshops to elicit the requirements from Business Key Stakeholders, prepare the HLD, LLD documents, develop the code, write test cases, do the unit/system test, capture test results with before and after change, deploy into UAT for Business and End Users to test, prepare installation guide, create package to roll into Production, create run book to execute and monitor in Production

Prioritize and align projects with organizational strategy. Monitor project portfolio performance, facilitate portfolio-level reporting and dashboards

Employer: HCLTech, Client: AEGON Insurance, Netherlands, PM Oct 2007 – Jun 2009

Oversee the delivery of a comprehensive suite of applications in both Personal and Commercial Lines of Insurance, encompassing Application Development (AD), Application Enhancement (AE), and Application Support and Maintenance (ASM) services, with an annual budget of $4 million

Modernize the IT landscape by phasing out legacy applications and transitioning to modern technologies such as converting Voorzorg Uniface (4GL) applications to Java Web applications, transforming Mabis to the DeMabis framework, and developing Chain Integration between Web (frontend) and Mainframe (backend) applications

Serve as a problem-solving resource for the project team, addressing issues, conflicts, and obstacles to ensure the project remains on track

Introduce Agile Scrum and Kanban frameworks initially to one team and subsequently implement them across various teams. Guide the team in setting Sprint Goals, Working Agreements, and Definitions of Done. Conduct all Scrum ceremonies, including Backlog Grooming, Sprint Planning, Daily Standup Calls, Sprint Demos, and Retrospective Meetings, utilizing metrics and lessons learned during the Sprint cycle

Propose and implement value-added initiatives that result in savings of over $100k. These initiatives aim to improve processes, expedite time to market, and reduce efforts and costs

Employer: HCLTech, Client: HBOS, UK and India, PL/PM Feb 2006 – Sep 2007

Provide Development, Enhancement and Production Support for the Global Business Services system consisting of 42 interrelated applications run in multiple technologies like Mainframe, VB .Net, Datawarehouse etc. These applications are highly critical as it serves the customers of Commercial and Retail Bank 24x7

Facilitate service review meetings focused on SLA compliance, outage resolution, and ongoing service/process enhancements. Define and enforce project management standards, policies, and methodologies. Provide tools, templates, and best practices for project managers

Lead Change Advisory Board (CAB) meetings, coordinating cross-team change initiatives and ensuring documentation consistency before formal review

Perform thorough risk assessments, maintain risk registers with mitigation and contingency plans, and manage risks using RAID logs, escalating issues as needed

It’s a multi-year and multi-million ($5 million) deal and the delivery team spread across different cities in UK and in India

Implement ISO 9001:2000, CMM and PMI methodologies in SDLC, QA and in Project Management

Demonstrate the performance improvement and productivity by 20% year-on-year

Employer: HCLTech, Client: CitiBank, USA and India, PL/PM Dec 2003 – Jan 2006

Reengineer and modularize the complex Student Loan Diploma Statement Improvement application that reduced the batch jobs running time by 30%

Develop and standardize project management processes, templates, tools, and methodologies through PMO participation to enable timely cost-effective task execution and continuous improvement

Conduct feasibility studies, do due diligence, prepare project charter, SOW, project management plan, gather requirements, prepare design document, develop code, traceability matrix, test plan, test case, installation guide and post-implementation support document

Design and implement core IT Service Management (ITIL) processes such as Change Management, Incident Management (including SLOs and SLAs), and Request Fulfillment

Calculate and utilize metrics to track project performance against baselines, manage quality assurance, and report comprehensive status updates including financial performance

Build various automation tools to check the coding standards, run test cases and capture test results that resulted in $50k savings

Patni Computer Systems (Capgemini), India, Software Specialist Mar 2002 – Nov 2003

Led a geographically distributed (USA, The Netherlands, India) team to provide complete delivery for the application portfolio of General Electric (GE) Global Application Support system, responsible for Application Development, Application Enhancement and Application Support and Maintenance.

The Boston Group, USA, Software Consultant Oct 2000 – Feb 2002

Enhanced the Homedepot legacy application by increasing the fields size that impacted the large number of COBOL and EASYTRIEVE programs, JCL, copybooks, files, DB2 tables etc. All these impacted components had to be modified, tested, documented and deployed into Production.

TATA Consultancy Services, USA, IT Analyst Feb 1997 – Sep 2000

Worked on multiple applications of CPARS system in GE CBSI, T&L in GE Plastics and OSB of GE Specialty Chemicals. Some of the responsibilities include analyzing, documenting, developing, and testing the system based on the requirements.

EDUCATION

CERTIFICATIONS

Master of Computer Applications (1993 – 1996)

Madurai Kamaraj University, India

Bachelor of Computer Science (1990 – 1993)

Madurai Kamaraj University, India

PMP, SAFe-SA, SAFe-RTE, CSM, P3OF, P2P, P2F, INS21, INS22, LSSGB, LSSBB, ITILV3F

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