Handling the Multi client delivery with several sub-teams working across different GEOs.  Overseeing IT operations, and human resources, finance, and PMO operations with a strong ability to delegate responsibilities and collaborate across a wide range of departments. 

• Productivity Optimization & Resource efficiency 
• Client, Partners Management
• New business identifications, ODC Setup and team building
• Financial Planning, Budget/P&L Operations review
• Senior Management Cadence
• Creating Highly Motivated conducive work environment
• Client Relationship Management
• Stakehoders/Escalation Management
• Key Account Management
• Identifying Mid Tier leaders and grooming them
• Portfolio Operations Review/Monitor/Tracking

One of the key Insurance client in India, had solutions implemented thro' multi-vendor enterprise application products, where they faced several performance bottlenecks.  

• Designed processes for performance optimization program and ran the program effectively to achieve the desired performance/scalability metrics. 
• Performed supervisory and administrative works for the Performance Optimization Program.
• Understood the technological bottlenecks and presented to Management/corporate in simple terms to understand the nuances of performance glitches and remedies given. 
• Acted as a liaison for the Performance Improvement Team, the Technology officer and the Office of Management.
• Seamless Coordination with high skilled individuals for optimization and  necessary reworking & delivery.
• Conducted workshops & identified redesign/re-architecture elements for performance improvements.
• Conducted several rounds of Performance testing for optimization/tuning.
• Prepared quantitative & qualitative reports on Performance Improvements made. 
• Produced the desired output and supported for the roll-out for the shared recommendations.
• Used LEAN principles to eliminate the repeated works and optimized the program execution to meet the program objectives.
• Designed policies and guidelines for future performance program execution.

Headed the system integration and service delivery for a key Insurance Client, India. This delivery includes Multiple ERP solutions bundled with custom applications and required infrastructure delivery. This was one of the biggest system integration for a single client by HCL. 

• Due to multiple ERP products in the solution landscape, defined a custom process each products for the Delivery Management.
• Created systems to train and manage team members in achieving
  program objectives.
• Conducted several design workshop with customer participation, which helped for speedy acceptance
• Developed guidelines for personnel evaluations, promotions and
  recruitment procedures. 
• Maintained efficient team structures and evaluated performance based
  on analytics.
• Mentored staff in establishing individual expectations, fostering creativity
  and self-motivation by implementing result expectations. 

• Efficiently managed the contracts both Client and Vendor
• Built robust release processes for the SI.
• Stakeholder Management & Communication management was tightly managed to avoid surprises.
• Proactive communications on risks/delays helped to minimize surprises. 
• P&L management with PMO team
• Contracts variations and risk Mitigations
• Solution/Vendor Evaluation
• Architecture Analysis & Architect coordination on need
• Infrastructure Delivery & Application Installation
• Data Center Co-ordination
• Support center formation & L1/L2 support setup
• Support process definitions & execution
• Managed scope creep thro' change control board. 
• Followed up on targets, holding members accountable for achieved
  results.
• Managed budgeting process and profit and loss records for performing
  business and financial analysis.

This was an pioneer engagement for the Italian region for the Loan origination product and also first engagement where HCL was partnered with a loan servicing Product Company to implement the loan origination solution. Expected to have Increased application/systems performance uptime for all sites through system and process re-design, resulting in a 20% gain in KPIs and SLAs. Being the first engagement in the region, Siva also played account manager to smaller clients on the same region and trained the Italy HCL’s executives on HCL’s processes as well.

As a Program Manager, Siva was responsible for:

• Managing the Partnership
• Managing the Customer Relationship
• Sales/Pre-sales coordination
• Defining the scope for the program and designing the solution  with Partners
• Program Planning & Resource planning
• Delivery Management
• Professional Service Unit Setup
• Budgeting and tracking the budget
• Visa Initiation/tracking
• Defining the product enhancements
• Product team, Third Party integration team coordination
• Planning and managing the product enhancements release
• Managing  the product scalability requirements for European region
• Scheduling and conducting the steering committee meetings
• SPOC for program escalations
• Risk Management
• Capability building for the new domain areas identified with the partners
• Change control board

Played the Delivery Unit Head role for the Microsoft Dynamics CRM competency. More than 40 projects are being executed under his competency with 100+ resources reporting to him. Siva is charged with delivering CRM solutions by customizing MS Dynamics CRM 4.0. Successfully managed internal Team and vendor teams to deliver releases on time/budget thro’ structured project management techniques

As a DU head, Siva was responsible for:

• Controlling the Project Initiation, Budgeting, Approvals, Milestone managements, P&L & NM management
• Program management for high visibility projects
• Resource Planning, Recruitment Support, Resource utilization, Visa Initiation/tracking, Performance Appraisal
• Customer Satisfaction, Delivery Excellence, Tools Management/Adoption
• Defining Quality & Process & ensuring Compliance, Process Improvements
• Project Reviews, risk monitoring, Tracking & mitigating the risks
• Managing escalations from Client/Resource/Management and resolving the same
• Forecasting the projections based on existing/new projects/resources
• Monitoring & tracking resources and defining KRAs
• CoE formation -Tools – Accelerators delivery
• Coordinating Multi Service Delivery & liaising with different teams for program management
• Liaising and providing adequate inputs to Sales/Account/Senior Management Teams
• Managing the Pre-Sales Team for marketing 

Siva played Delivery Manager Role for this implementation. Based on his previous telecom domain experience and CRM solution experience, Siva is driving the business and technical team to customize the MS CRM application and make it scalable for the telecom vertical operations. He took participated in workforce identifications/placements and project objectives tracking. He also coordinated fellow project managers for on-time delivery.

As a Delivery Manager, Siva was responsible for

• Program management with internal team and Vendor team for the entire solution
• Managing the client expectations
• Managing the Project Initiation, P&L, Billing, Resource management etc
• Validating SOW/MSA and contract verification
• Bringing the telecom CRM solution
• Coordinated the Project Managers/Leads and helped them to meet the client/project expectations
• Key participation in providing the Business solutions to the client requirements
• Managed the delivery excellence using proper tools & processes.
• Conducting and managing the CRPs with the business users
• Release & roll-out planning with Client Management team
• Managing the CMMi initiatives

Siva played Delivery Manager Role for this implementation. He conceived the business vision and coordinated with several teams like IT, Portal, SharePoint, CRM, CTI, and Forex Technology divisions etc for the solutions to be implemented. He took participated in workforce identifications/placements and managed the profitability of the project. He also coordinated fellow project managers for on-time delivery.

As a Delivery Manager, Siva was responsible for

• Transitioned the Engagement from Previous Vendor
• Managing the client expectations
• Managing the Project Initiation, P&L, Billing, Resource management etc
• Coordinated different teams for the program deliverables
• Coordinated the Project Managers/Leads and helped them to meet the client/project expectations
• Resource identification/utilization
• Managing & supporting the global roll-out process
• Key participation in providing the Business solutions to the client requirements
• Managed the delivery excellence using proper tools & processes.
• Release planning with Client Management team

Siva worked as a Project manager for this Dynamics CRM implementation to a leading Health insurance provider in India. This CRM implementation was used as a platform to provide unified view of the Customers and enables their call center team to manage the customer handling effectively. It also provides a platform for the customer to lodge their cases/queries thro’ the Self-Service portal.

As a Project Manager, Siva was responsible for:

• Project management – Various systems integration, multi delivery co-ordination
• Managing the Project Initiation, P&L, Billing, Resource management etc
• Project management – Project  tracking, Management reporting
• Requirement Analysis and Solution design.
• Client Management
• Coordinating the functional team and assisting them in test case preparation.
• Coordinating the technical Team in designing the solution and ensuring the deliverable quality.
• Application testing and issues resolution.
• Updating the management team about project progress and mitigating the risks.

HBoS is a major UK bank, providing retail, business and corporate banking and insurance and investment services through its multi-brand strategy in the UK and internationally. This CRM implementation was used as a platform to act as a deposit mobilization engine to provide more visibility to sales and support operations.

As a Testing Project Manager, Siva was responsible for:

• Development Design Evaluation
• Traceability matrix for Requirement Vs Design
• Planning & Execution of Static Testing
• Planning & Execution of System Testing
• Planning & Execution of Integration Testing
• Providing Support to UAT business user team
• Team Management & Tasks management
• Onsite – Offshore co-ordination
• Updating Steering committee with project status
• Issues & Delivery verification

3M is a diversified technology company serving customers and communities with innovative products and services. This MS CRM implementation helped them in implementing the Order fulfillment and shipment tracking of their international orders. Also, manages their customer interactions and support issues management.

As a Project Manager, I was responsible for:

• Defining CRM BP for 3M BPO
• Project management – Project tracking, Management reporting
• Requirement Analysis and Solution design.
• Client Management
• Coordinating the functional team and assisting them in test case preparation.
• Coordinating the technical Team in designing the solution and ensuring the deliverable quality.
• Application testing and issues resolution.

8x8 Inc is an internet phone service provider in US with solution offerings to residential and business customer. They are one among the key players in the Voice over IP providers. This CRM implementation helped them in automating the Order fulfillment and provisioning of the orders with live interface to their provisioning system.

As an Onsite Project Manager, I was responsible for:

• Project management – Project stats tracking, Management reporting
• Requirement Analysis and Solution design of all the industries.
• Fit-Gap fit analysis, FRD, EDD preparation and review.
• Handled both functional testing as well technical interface testing.
• Test Case preparation, testing the application based on the test scenario.
• Client issue resolution, onsite and offshore team management.
• Business Design Validation and Technical Design preparation
• Code Review/Architecture Review
• Integration Coordination

 A 45 member team was involved in the implementation and this project was as an Onsite-offshore model.

Wells Fargo, leading banking solution provider in US were implementing the Sales force automation using PeopleSoft CRM for banking verticals. This implementation was for the wealth management advisory to build and manage Effective customer relationship for the high-net worth individuals. It covered the sales from lead generation till customer on-boarding with different stages of sales cycle involved. Customer on-boarding involves individuals/corporates/trust etc. As a part of this implementation, the following modules were customized and implemented for Wells Fargo:

• Lead Management
• Master Customer Profile Creation with centralized MDM interfaces
• Sales Processes
• Relationship Manager assignment
• Related contacts management
• KYC data collection/management for customer/related contacts
• Transaction Audits
• Service management

As an Onsite Delivery Manager, I was responsible for:

• Delivery management – Project stats tracking, Management reporting
• Requirement Analysis and Solution design of all the industries.
• Designing, testing and deploying the customizations
• Task management, design guidance to the developers.
• Fit-Gap fit analysis, design preparation and review.
• Client issue resolution, onsite and offshore team management.

A Twelve member team was used in an onsite-offshore model.

 As a CRM Consultant, Siva was responsible for:

• Technical Design, development & unit testing
• Prepare solution specs and training materials
• Installation & Production Support
• Cross Testing the application & handling the support issues

AON Innovative Solutions, leading insurance solution provider in US were implementing the Customer Support & Help Desk support using Clarify CRM.

As a Lead CRM Consultant, I was responsible for:

• Collection of Functional Requirement, converting them into Technical Design and getting them approved.
• Customizing the application as per the requirement
• Prepare solution specs and training materials
• Lead the team.
• Testing & handling the support issues

This Service Branch automation was developed as a package solution for various banks in the Indian banking sectors. More than 60% of the Indian Banking industry is currently using this application. This package provides complete service branch automation inclusive of automation like MICR encoding, EFT clearing management, RBI Zone clearing etc. Apart from that, this package provides DD reconciliation and other IBR reconciliations too.

 As a Product manager, Siva was responsible for:

• Product Development
• Discussing the product with SMEs and conceiving the product features, and bringing them into design.
• Features enhancement & Scalability
• Technical Design, development & testing
• Prepare solution specs and training materials
• Installation & Production Support
• Demonstrating the package to various potential customers

Fit-Gap analysis for each customer.