Customer Service Management

Anil Kumar Nigam

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*/*-**, ****** ******, Bhojpur Road, Bhopal (MP) – 462026 (India)

Mobile: +91-989*******, Email: *******@*****.***

IT Project/Change Management – Banking Domain

Offering an impressive experience of over 23 years in delivering optimal business results via Technology Solutions.

Profile

• Seasoned and versatile Management Professional with incredible experience acquired over the years encompassing Retail Banking, Migrations, Strategic planning and Management, Change Management, Delivery & Project Management, Infrastructure Management ,Financial Management, Liquidity Management, Business Analyst and Stakeholders Management ,Leadership ,Team Player, Effective Communication/Presentation, People Management, Excellent Communication, Negotiating Capabilities, Risk Management

• Successful association with Central Bank of India for more than two decades acquired rich domain exposure to entire gamut of banking IT-projects central coordination/ Operations/Validations/Administration/Evaluations.

Control, Infrastructure, Vendor Management, Stakeholder Involvement, Budgetary management

Audit ,Compliances ,Follow up, Monitoring

SDLC documentations, Vendor qualification documents, Tenders ,Purchase process

Managing Communication, Payment Channel/ATM/Messaging System/Internet Banking/Core Banking Solution.

Business process, Credits/Retail/Mortgage/Commercial banking operations/Cash Management

Familiar with Banking Payment process specifically Remittances and Cards payment transactions, Account Custody, Share Margin Financing, Collection, Settlement and Recovery,

• Comprehensive understanding of Project Management Life Cycle, demonstrated capabilities in enforcing project deadlines & schedules, analyzing the business process of the client, Application of clients project management methodologies (SDLC)

• Conversant with Project Development Processes in line with the industrial standard; seasoned professional with a unique blend of Managerial, Technical, Functional and Qualitative skills.

• Functional competency in business analysis, process improvement, stakeholder Analysis , Managing Changes, predictive analysis and activity monitoring; experience in developing business logic to measure customer experience for processes

• Professional competencies in Need Assessment, Business Process Understanding, Requirement Mapping, coordinating with the Developers, Procedure Development, Training, and Business Process Re-engineering and final Project Execution / Documentation

• Articulate communicator, adept in organizing technical demonstrations, Requirement Analysis, Business Analysis, Project Management, System Modeling, System Planning, Audit and Security while structuring customized solutions to meet customer’s specific needs

• Strong domain knowledge in core banking /Retail Banking System

• Customer Focus: Understanding Customer requirements and expectation, accordingly manage customer centric Banking Operations and ensure healthy business relationships with high net worth and corporate clients, thereby high customer satisfaction by providing them with complete support.

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Professional Experience

Career Progression

Professional upgradation Oct 2008-March-2011

MBA/PGADMS (full time) from United Kingdom

(Dissertation on Risk Management)

University Of Sunderland, UK Aug 2009-March-2011

CFA (Alpha/Beta Group) Oct-2008- Aug-2009

Institute of Chartered Financial Analyst of India, Hyderabad

Previous Employer April-1985- Oct-2008

Organization:- Central Bank of India

(A nationalized leading public sector bank)

Designation/Role & Responsibilities:-

Manager (IT), Bhopal, July 2008 – Oct 2008

Project:-Coordinated with Internal/External Stakeholders in migration of Clearing Deptt from Novel based system to Oracle based Core banking solutions

Head (IT) –MICR Center, Clearing Operation, and Bhopal- April 2008-july 2008

Project Lead of MICR centre at BHOPAL for working for all bankers in BHOPAL

Manager (IT), Bhopal, Feb 2006 – April 2008

Project:-Implemented /Coordinated and conducted independently Audit of 200 computerized branches in the Madhya Pradesh

Team Lead/Manager (IT), Zonal Office, Guwahati, Nov 2002 – Feb 2006

Head, Facilitated /Coordinated, planning change/Implementations/Validations on quality/Budget/Time/Stake holders Management and operations of projects like-ATM management/Retail Banking, Lending System -Mortgages, Advances/Credit Appraisals/Deposits/Front and back end process/Payment Systems/Linux based migrations/Core Banking Solution/Vendor Management/SDLC documentation/Purchase process in 118 branches of the zone.

Assistant Manager (IT), Lucknow, Jan 1999 – Nov 2002

Team Member in Project/Change/Migrations Implementation /Coordination/Maintenance & Process of Commercial and Retails/Commercial banking like Deposits/Retail/advances/Credit / Mortgages etc.

Assistant Manager (IT) Mumbai, Oct 1994 – Jan 1999

Team Member in-house coordinated Support in Banking front/Back office support change/migrations, Implementation, maintenance & process, of Commercial and Retails/Commercial banking like Deposits/Retail/advances/Credit / Mortgages etc.

Assistant/Clerk, Hyderabad, July 1991 – Oct 1994

Branch banking operations, front/back end/ Customer service Deposits/Advances/Retail/Credit/Mortgages.

Assistant/Clerk, Kanpur, Dec 1987 – July 1991

Branch banking operations/ front/back end/Customer service /Deposits/Advances/Retail/Credit/Mortgages.

Assistant/Clerk, Bahraich, Apr 1985 – Dec 1987

Branch banking operations/front/ back end/ Customer service/Deposits/Advances/Retail/Credit/ Mortgages.

Major Accountabilities

• Overall responsible for management, supervision and execution of risk based audits in diversified business segments and processes

• Handled various management reviews including feasibility studies, business process re-engineering, review of business segment etc. for executive management of the large business groups.

• Supervised the overall administration of IT Infrastructure / Facilities/changes and implemented plans for ensuring smooth operations of business processes

• Acquired techno-commercial acumen in preparing annual IT budgeting, cost effective procurement of services & computer accessories, prudent resource management & utilization, strategic management, and financial reporting

• Actively involved in client interaction for requirement gathering, system analysis and finalization of technical/ functional specifications and high level design documents for the project

• Provided post-implementation, application maintenance and enhancement support to the client with regard to the product / software application

• Carried out Application Systems Audits for diversified business processes to ensure effective system validations and controls

• Conducted Information Security Reviews to identify the weaknesses in information security environment.

• Collaborated with diverse teams like pre-sales, delivery, development and support and effectively acted as a Key Administrative Manager for large accounts

Selected Accomplishments

• Entrusted with the responsibility of Business Development, managing Banking operations/finances/Retail Banking, project Implementations and conducting training session as Faculty at Officers Training College of the Bank

• Coordinated with the Technical/ Non-Technical personnel and implemented audit systems and procedures for facilitating optimum controls, and developing technology-based roadmap for the organization

• Installed and Managed ATM operations, in NE sector Of Country for the bank with coordination with M/S Diebold and other stakeholders.

• Being member of change management IT team ,Successfully implemented various IT Projects at Corporate Level in coordination with the related vendors/service providers including on Software (Zenith, Infrasoft, TCS etc.), Hardware (Wipro, PCS, HCL etc.}, Networking (CMC)

• Led the planning/ development, infrastructure management, systems administration, operations and systems audit

• Successfully managed the operations at Zonal Audit Office Bhopal and performed Information System Audits of the computerized branches of Bhopal Zone independently

• Supervised as the Change/Migration management leader in the IT Department, along with a team of 9 IT Officers at Zonal Computer Centre Guwahati & implemented various projects/ATM/computerization /migration of branches in various platforms viz., Linux, Novell etc in entire north east of the country

• Secured All India Top position in Bank’s Internal Promotion Process JM1 (Specialist Category) to MM-2 (Specialist Category)

• Gold Medal at National level for Project implementation In State Science Exhibition, Lucknow(1979), and participant of National Science Exhibition(1980), New Delhi and Indian Science Congress, Varanasi(1981)

Academic and Professional Credentials

MBA, 2011

Dissertation on main area of Banking Finance, focusing on risk management

University of Sunderland UK

PGADMS (Management), 2010

Ethames Graduate School, London, UK

CFA (Alpha/Beta Group), 2009

ICFAI

CAIIB, 1997

Indian Institute of Bankers, Mumbai

M.Sc. (Maths), 1985

Kanpur University

B.Sc., 1983

Kanpur University

Trainings

• Oracle with Developer 2000 Training by SSI for the duration of 3 weeks in 2003. (Secured Grade A).

• UNIX & C by CMC from duration of 12 days in 1997.

• Digital Signature/SFMS Implementation training by IDRBT Hyderabad for duration of 3 days in 2003.

• SPSS software, Ethames Graduate School, London, United Kingdom in 2010.

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References & Supporting Documents Available upon Request

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