Manager, Business Process Management Consulting

PROFILE SUMMARY

* ***** ********** ** ******* management, business process management (BPM) consulting and business analysis.

As manager in the BPM consulting practice, managed BPM consultants in the Insurance domain, provided leadership on development and sharing of knowledge assets, managed client expectations and drove cross functional initiatives.

As BPM consultant, provided thought leadership on product fitment, shared and evangelized best practices and performed business process analysis (modeling and transforming business processes) for F500 firms in US and Europe.

As program manager and core team member, helped set up delivery practice (1100+ resources) from an incubation stage, managed revenue and P&L targets, and contributed in strategy formulation, program management, business development, and partner management. Led a delivery team of 40 resources and managed multiple projects with annual revenue of USD 5M

EDUCATION

• MBA, Indian Institute of Management Calcutta, Kolkata, India (2002-2004)

• Bachelor of Technology (Hons), Indian Institute of Technology, Kharagpur, India (1998-2002)

PROFESSIONAL CERTIFICATIONS / PUBLISHING / AWARDS

• Awarded Associate of the Quarter, 2010

• Certified in : SCRUM – I, Pega CMBB, Pega CBA

• Tools : IBM Blueworks Live, ARIS Express, Pega, IBM Websphere Modeler

• Trained in: Rational Unified Process, Requirement Management (IBM), Six Sigma (KPMG)

• Authored whitepaper on “Business Process Analysis can Ensure Success of BPM Initiatives”

• Co-authored whitepaper on “implementing Customer Service Portal for Group Insurance”

EMPLOYMENT HISTORY

• Cognizant Technology Solutions (Aug 2006 – Present)

• SkyTECH Solutions (Oct 2004 – Aug 2006)

• Hewlett Packard (May 2004 – Sept 2004)

DETAILED EXPERIENCE

Manager (Senior BPM Consultant), Cognizant (May 2009 – Present)

• As senior consultant, managed team of business consultants; responsibilities included expectation management, escalation handling, capability development and resource management

• Project responsibilities include adoption of best practices, review of requirement artifacts, design components and test strategy

• As core team member of the BPM consulting practice incubated, strategized and managed operations for the business process center of excellence

• Drove several key initiatives with focus on certifications, knowledge creation and sharing with focus on BPM best practices, business process analysis and products such as IBM Blueprint, ARIS, Mega and Pega

• Drove pilot initiative to create process repository for Insurance domain

Lead BPM Consultant, Cognizant, Leading Insurance Client (Apr 2011 –Dec 2011)

• As business process consultant, redesigned and automated the group insurance claim triage process for core disability and absence product.

• Leveraged business process analysis to analyze, monitor and model business process and rule engine

• Program implemented in multiple phases with the later phase focused on enhancing the percentage of claims that can be auto approved

• Key business drivers for the initiative included optimizing resource management, reducing claim processing costs and realigning business processes to allow for scalability in operations

• Initiative helped reduce work load of disability claim managers by 10% allowing team to handle additional business

• Rule engine designed on Pega

Lead BPM Consultant, Cognizant, Leading Insurance Client (Feb 2010 –Mar 2011)

• As lead business process consultant, leveraged BPM best practices such as process prioritization and harmonization to redesign the customer interaction process and build a customer service portal for the group insurance call center.

• Application built on Pega CPMi framework provided single 360 view of customer profile across 13 product and service lines. This simplified cross training across product lines which helped optimize team size and reduce follow-ups leading to lower costs and increased customer satisfaction

• Project responsibilities included managing the requirement process, evangelization of best practices, review and guidance on requirement artifacts, design components and test strategy

• Methodology adopted : Pega smart BPM , Iterative model

• Received acknowledgements and awards from client’s senior management and Cognizant account leadership

Lead BPM Consultant, Cognizant, Leading Insurance Client (May 2009 –Dec 2009)

• As Onsite Requirement Lead to build a project and resource management tool for global sourcing office, modeled the application workflow ensuring requirement coverage aligned to the architecture and requirement documents.

• Designed use cases against the requirements and detailed wireframes visualizing the application and the portal user interfaces overall

• Project responsibilities include review of requirement artifacts, design components and test strategy

• BPM platform : Pega

Program Manager and Business Development Lead, Cognizant (August 2006 –April 2009)

• As core team member of practice (team size: 1100+), involved in thought leadership and practice development.

• Set up and managed portal competency group of 40+ resources and revenue of USD 5M

• As business development lead, represented Cognizant in several proposals with clients in NA, Europe and India.

• As program lead, structured and implemented various partner initiatives including the enterprise wide rollout of IBM RATIONAL SME program. Closed Cognizant specific certification deals with IBM

• Mentored multiple project teams providing guidance and ensuring delivery excellence

• Managed client and stakeholder expectations engaging across proposal and delivery phases

• Key projects / proposal wins include

• INR 100M deal to build B2B and B2C portal for leading Indian conglomerate

• Support and development of private banking application for F50 financial services firm (effort : 50+ PY)

Lead Consultant, Cognizant, Leading Telecom Client (Aug 2008 –Feb 2009)

• As Requirement Lead and Offshore Delivery Manager for initiative to build Data Maintenance and BI portal, involved in requirement gathering and validation and also managing project delivery (offshore) for the portal initiative

• Application provided data warehousing and data maintenance functions and access to reports on Cognos by implementing single sign on for seamless access to portal content, data warehousing and COGNOS functions

Delivery Lead, SkyTECH, Leading Airline Alliance (July 2005 –Dec 2005)

• As module Lead for sales tracking system for corporate businesses, responsibility involved analyzing the corporate agreements and accordingly writing the business algorithms for the Star Track Sales tracking System

• As owner of overall program management managed client expectations, handled escalations, managed delivery and ensured customer satisfaction

INTERNSHIPS (May 2003 –Jan 2004)

• Interned with India’s 2nd largest bank. Did market analysis of the SMB segment for their ERP solution. Provided consulting on target markets and pricing strategy. Designed content for the brochure and tear sheet

• Did analysis of regional sales and distribution model of leading FMCG firm. Conducted detailed interviews with retailers and wholesalers and suggested improvements to the existing model with focus on enhancing brand visibility, improving product packaging and optimizing the distribution and logistics model

Contact this candidate