Overview
Work History
Timeline
Generic

DEVILAL AM

Des Moines

Overview

21
21
years of professional experience

Work History

Portfolio and Project Manager

TechGroup America Inc
05.2024 - Current
  • Managed delivery for a large Legacy to Cloud platform migration program in the Finance portfolio in a multi-vendor environment, collaborated with stakeholders across departments for all phases of the delivery
  • Created a comprehensive plan for 70+ Legacy applications migrating to Cloud with a definitive schedule and dependencies
  • Devised weekly and monthly status reports for mid-tier and Executive leadership, acted as liaison between the customer and vendors
  • Established daily and weekly connects with key stakeholders to track actual progress vs planned, impediments and remediation strategies
  • Gathered input from various sources on the status of the project, accomplishments, appropriate risk categorization, key issues and closure
  • Conducted bi-weekly Executive leadership reviews on the health of the program
  • Tracked resource and cost utilization, highlighted variances on a monthly basis to devise action plans to avoid any cost overruns
  • Ensure identification of the appropriate resources from both Business and IT for availability during key delivery phases
  • Setting up a process with the concurrence of the IT Project Lead and the Business, liaise with different stakeholders for appropriate approvals before any system moves into production

Assistant Vice President – HR Operations

Standard Chartered Global Business Solutions
08.2015 - 04.2024
  • Overseeing multinational operational and advisory teams across India, Thailand, and Indonesia
  • Hire to Retire process mapping, managed backend operations team which is part of the lifecycle of an employee
  • Steered a team of Service Desk AskHR Chat advisors who supported global employees 24/7 (India / Thailand and Indonesia)
  • Achieved 99% SLA for chats within 20 seconds against a target of 30 seconds – using through an effective process analysis and redesign
  • Managed AskHR service desk for ASEAN and South Asia regions (Ticket Response rate of 98% within 24 hours)
  • Knowledge and experience in managing employee benefits program for ASEAN region
  • Preparation of KPI / Metrics for the entire Global Process Services teams which was crucial for reporting the monthly/ quarterly / half yearly & yearly performance to HR Management team
  • Automation initiatives in relation to the metrics using macros resulted in converting data from 30~ excels into presentation format which led to saving of 6 FTE’s
  • Played a key role in Design – Release phase of HR wise transition for upgrading from PeopleSoft to Service Now for all the verticals
  • Conducted retrospective on ‘A3 Improvement’ by leading the team for analysis and new design solutions for process simplification through continuous improvement
  • Ensured multiple team members are trained and moved up vertically within the organization, building leadership capabilities through training, skills development and understanding the goals of the individuals within the team
  • Spearheaded Performance Management and My Voice survey efforts
  • Collaborated with Business Analysts and program teams to define and overseeing the delivery of requirements
  • Tracked project and team member performance closely to quickly intervene in case of any challenges or delays
  • Multiple GEM awards

Assistant Manager Technology Operations

Tata Consultancy Services
03.2012 - 08.2014
  • Managed Telecom project for UK Client, Handled CEO/ Team Manager and High-Level Escalations team with a team strength of 57+ employees
  • Developed VSM / Project Open Span/ Reduction of escalations using Six Sigma approach
  • Performance management, through regular feedback and listening from the team to hear about my areas of improvement
  • Managed the complete backend operations of the telecom client along with the IT counterparts, day to day reporting to clients, daily transactional volume monitoring
  • Backlog of ~5k accounts when I took over the project worked along with team members, identified bottle necks in process, analyzed and implemented ways to reduce this and got the project to current state within 3 months of time using Six Sigma methodologies
  • TCS certified Excel Trainer
  • TalkTalk Hero award for reduction of volume and structuring process workflow

Senior Team Leader Insurance

Royal Sundaram
03.2009 - 11.2011
  • Handling Inbound / Outbound team for PAN India and consistently delivered high quality of service with Service Levels between 95% - 98% month after month
  • Conducted leadership trainings cross verticals, managed high-level escalations either on phone or attending to customers in office premises
  • Regeneration of team from scratch this clearly reflected in the Gallup scores of 4.73 / 5
  • Completed Six Sigma Project in Customer Complaint with saving for the organization of 15~laks
  • Won multiple awards MD award (Beaver award), Employee of the year, multiple GEM awards for contributing to Customer Service & Best Employee award in 2005
  • Started as a trainee in Revenue cycle management operations and managed multiple teams on the Provider side
  • Experience in both Hospital and Physician billing

Team Leader RCM

Ajuba Solutions
01.2004 - 03.2009
  • Handling Inbound / Outbound team for PAN India and consistently delivered high quality of service with Service Levels between 95% - 98% month after month
  • Conducted leadership trainings cross verticals, managed high-level escalations either on phone or attending to customers in office premises
  • Regeneration of team from scratch this clearly reflected in the Gallup scores of 4.73 / 5
  • Completed Six Sigma Project in Customer Complaint with saving for the organization of 15~laks
  • Won multiple awards MD award (Beaver award), Employee of the year, multiple GEM awards for contributing to Customer Service & Best Employee award in 2005
  • Started as a trainee in Revenue cycle management operations and managed multiple teams on the Provider side
  • Experience in both Hospital and Physician billing

Timeline

Portfolio and Project Manager

TechGroup America Inc
05.2024 - Current

Assistant Vice President – HR Operations

Standard Chartered Global Business Solutions
08.2015 - 04.2024

Assistant Manager Technology Operations

Tata Consultancy Services
03.2012 - 08.2014

Senior Team Leader Insurance

Royal Sundaram
03.2009 - 11.2011

Team Leader RCM

Ajuba Solutions
01.2004 - 03.2009

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DEVILAL AM