Management Manager

Current Job Summary/ Overview

As the GHR Implementation Change Manager I manage the APAC Merrill Lynch transition relating to the Implementation of the change for each GHR work stream. I am responsible for end to end planning, and implementation, across the business, technology, operations and support functions.

I direct and manage overall project status, resources, implementation deliverables, risks and issues. I partner with the Business, Technology and Functional Teams to ensure readiness of the change and success of the implementation through our Enterprise Change Management System (ECMS) and tools.

My day to day tasks involve working with each workgroup to complete and review implementation deliverables that help ready the teams for implementation. I conduct personalized meetings with the work groups as well as an overall weekly meeting with the work group implementation leads.

Other tasks involve:

• Creation and management of implementation cutover tasks using the QuickBase tool.

• Command center support and scheduling of resources

• Daily implementation meetings and issue management

• Executive status meetings

Relevant Work Experience to the Position being applied for

• 9 years working experience with ITIL

• 9 years Working Experience Change Management in a large organization

• 9 years Working Experience Project Management in a large organization

• 9 years working experience with a Change Management tool

• 9 years working with Process Improvement

• 9 years working experience in Operations & Technology environment

• 6 years working experience with Release Management, projects life cycle and their elements

• Ability to handle and prioritize multiple tasks and projects effectively.

Personal particulars

• Nationality: Singaporean

• Sex: Male

• Age: 35

• Birth date: 21st May 1975

• Race: Indian

• Religion: Hindu

• Languages spoken: English (very fluent), Tamil (very fluent), Malay (good understanding & basic conversation) & Mandarin (basic understanding)

• Address: Block 312A #14-50 Anchorvale Lane S(541312)

• Telephone: 63159260

• Hand phone: 94595907

• Email address: ***********@*****.***

Educational Qualifications

Currently pursuing Royal Melbourne Institute of Technology

• MBIT; Master of Business in Information Technology

• Currently studying part time at Singapore Institute of Management

• Developing thesis in Customer Relationship Management

October 1996 – July 1998 University of Wales, Swansea, UK

• Graduated with 2nd upper honors degree in Business Computing & Information Technology, majoring in Information Systems

• Studied via distance learning, part time, while working as an IT course consultant

• Completed the last module at university campus in Swansea

June 1993 – July 1994 Informatics Computer School, Tanjong Pagar

• Completed Advance diploma in Computer Studies; graduated with CREDIT, awarded by Oxford University

June 1992 – June 1993 Informatics Computer School, Tanjong Pagar

• Completed NCC Diploma in Computer Studies; graduated with DISTINCTION, awarded by Cambridge University

Other Professional certifications/ qualifications

ITIL Certification

(Attended & passed the exam for the ITIL Foundation course)

MCSE (Win NT) & MCP + I

Skills & Expertise

Soft skills – written & verbal communication

More than 5 years of experience in using & administering CRM software such as Vantive & Remedy

Working Experience

June 7 2010 – February 28 2011 Bank of America Merrill Lynch

GHR Implementation Change Manager

As the GHR Implementation Change Manager I manage the APAC Merrill Lynch transition relating to the Implementation of the change for each GHR work stream. I am responsible for end to end planning, and implementation, across the business, technology, operations and support functions.

I direct and manage overall project status, resources, implementation deliverables, risks and issues. I partner with the Business, Technology and Functional Teams to ensure readiness of the change and success of the implementation through our Enterprise Change Management System (ECMS) and tools.

My day to day tasks involve working with each workgroup to complete and review implementation deliverables that help ready the teams for implementation. I conduct personalized meetings with the work groups as well as an overall weekly meeting with the work group implementation leads.

Other tasks involve:

• Creation and management of implementation cutover tasks using the QuickBase tool.

• Command center support and scheduling of resources

• Daily implementation meetings and issue management

• Executive status meetings

Dec 2005 – June 4 2010 Citi

Senior Change Analyst

• Define and maintain change control process

• Administer change management database, ensuring accuracy and consistency of data

• Participate in all change management aspects of processing and implementing proposed changes.

• Evaluation of Request for Change (RFC) and allocating priorities

• Coordinating in Impact and resource assessment of all RFCs

• Initiating and Coordinating the Change Advisory Board meetings

• Facilitating Post Implementation Reviews

• Preparing and maintaining Forward Schedule of Changes (FSC)

• Agreeing the FSC with relevant customers within the business and other concerned parties such as SLM, Service Desk and Availability Management.

• Interrogate the client/user database to produce reports for bodies involved in change review and provide awareness material to users to explain the importance of structured change management process.

• Coordinate and follow up to secure necessary approvals to implement agreed changes (financial, technical and business approvals).

This includes ensuring that budget coverage is available or the agreed change meets the cost benefit criteria for change approval.

• Liaising with the concerned technical staff to ascertain that Change is feasible, sensible and can be performed without any inappropriate detriment to the services provided to the business. Obtain Business Customers’ approval to implement the proposed change.

• Participate in the coordination of the actual Change building, testing and implementation of authorized RFCs, in liaison with Release Management and Business management.

• Ensuring back-out procedures are available for authorized Changes

• Participates in developing a continuous service improvement plan as well as the necessary follow up to ensure tasks are performed in the defined manner and that established goals are being reached.

• Schedules and participates in reviewing implemented Changes after a predefined period has elapsed to ensure that the Change has met its objectives.

Additional Duties and responsibilities:

• Participate in all activities of the change management team through attending team meeting and documenting activities.

• Participate with colleagues and clients/users in investigating and modeling business functions, processes using methodical and consistent techniques.

• Participate with colleagues and clients/users in investigating operational requirements and problems, contributing to improvements in information systems, data management, processes/ procedures and equipment.

• Develop a structure for improvement activities as well as the necessary follow up to ensure that tasks are being performed in the defined manner and that established goals are being reached.

August 2002 – December 2005 Perot Systems (UBS)

Change Manager

Role

Regional (Asia Pacific) point of contact for Change Management, which falls within the IT Service Management function of the Organization.

Responsibilities/ Accountabilities

• Perform regular internal auditing of the system to ensure that Risk calculation and Impact analysis are accurate

• Perform regular internal auditing of the workflow procedures and policies to ensure that they remain relevant

• Aid external auditors in vetting of the system, workflow procedures and policies

• Constant analysis of present processes and procedures & fine-tune them to better suit the purposes of the business and the end-users

• Provide support & training to end-users as well as new users to the GCMS & the Change Management process

• Author documentation related to the change management process

• Perform regular revisions of documents related to the change management process and system to ensure they remain current

• Incorporate the ITIL standard while formulating work policies, procedures and documentation

• Liaise with the various business units & functions to ensure the smooth planning of changes via the Global Change Management System (GCMS)

• Produce monthly metric reports on the level of change activity within the IT Production environment for Management

• Conduct weekly meetings with all business units & functions on the level of change activity within the IT Production environment

• Liaise with the system developers about issues regarding the GCMS

• Perform end-user testing & user acceptance testing with each new release of the GCMS

• Undertake ‘side-projects’ that focus on certain business units and functions who are heavily involved in the Change Management process; calibrate the process and procedures to best suit these units and functions

November 1998 – June 2002 Getronics Solutions (S) Pte Ltd

IT Call Center Supervisor

Role

Provide day-to-day leadership and support to the Call Center supervisory team to ensure quality, productivity and availability objectives are met. This will entail planning and the supervision of call center staff.

Responsibilities/ Accountabilities

• Act as the focal point with all project managers.

• Ensure the most effective utilization of resources, planning, scheduling and monitoring the work of the team leaders.

• Communicate relevant information to the team.

• Identify and act on opportunities to improve existing processes and work methods.

• Undertake trend analysis and reports on implications for existing service agreements.

• Provide a high degree of client satisfaction in all work undertaken.

• Monitor adherence to technical standards for own area and contribute efficient operation to the team and area.

• Monitor compliance to call center ISO9000 quality procedures and report any non-compliance to the Project Leader – TQM.

• Verify all scheduled/ ad hoc reports submitted by the Team Leaders prior to distribution.

• Review service audit results submitted by the team leaders and submit to Project Lead – TQM for analysis.

• Implement procedures and processes in the workplace, monitoring their application and reporting any anomalies.

October 1996 – March 1998 Informatics Computer School Tanjong Pagar

IT Course Consultant

• Promoting IT courses to both public & corporate clients

• Designing special courses for valued corporate clients based on their special training needs

• Identify the unique needs of individual customers & tailor the course according to their best interest

• Meet & exceed monthly sales target set by Course Consultant Manager

• Work in a team of course consultants to boost monthly sales figures & also to enlarge the customer base

• Reason for leaving – I had to leave for Swansea to complete the last module of my degree course

References:

Mr Mark Johnson (US)

Senior Vice President

Bank of America Merrill Lynch

Contact details available upon request

Ms Carla Bozzolini (US)

Senior Vice President

Bank of America Merrill Lynch

Contact details available upon request

Mr Bruce Townsend (US)

Vice President

Bank of America Merrill Lynch

Contact details available upon request

Availability:

Current employment contracts ends on February 28 2011

Preferences:

Permanent position; Location is not an issue. Shift work is not an issue. Willing to travel overseas if required. Willing to relocate overseas if required.

Non-preferences:

Contract positions.

Contact this candidate