Fakhruddin Dhankot

• Key Responsibilities:
• Project Leadership: Spearhead innovative projects aimed at delivering exceptional omni-channel communication experiences for patients, integrating voice, chat, SMS, AI, and unified desktop platforms.
• AI Chatbot Development: Lead the end-to-end development of an AI Chatbot to reduce customer service costs, increase interaction volume, and ensure seamless live agent escalation.
• Agile Transformation: Transform traditional project execution models to a product-based approach by implementing SAFe Agile methodologies, improving project efficiency and adaptability.
• Project Management: Implement Azure DevOps Boards to streamline project management processes, facilitate collaboration, and ensure efficient development workflows across teams.
• Financial Oversight: Own the financial management across service lines, demonstrating proficiency in managing budgets, vendor relationships, and ensuring financial alignment with project goals.
• Risk Management: Identify potential risks and develop mitigation strategies to ensure the successful and timely delivery of all project milestones.
• Key Highlights:
• Omni-channel communication integration (Voice, Chat, SMS, AI)
• SAFe Agile implementation for project execution
• Azure DevOps for project management and collaboration
• Financial and vendor relationship management
• Product-based approach execution
• Risk management and mitigation
• Developed comprehensive project plans, identifying risks and mitigation strategies for timely completion.
• Evaluated vendor proposals, selecting those that provided the best value for cost, quality, and timeliness.
• Monitored project progress, identified risks and implemented corrective measures to acquire success.
• Established effective communication channels with stakeholders to ensure transparency and alignment of expectations.
• Streamlined project management processes by implementing agile methodologies, resulting in improved efficiency and reduced costs.
• Managed budgets exceeding $1 million while effectively controlling costs through diligent financial oversight.
• Developed and led multi-disciplinary team to redefine problems and reach solutions based on different perspectives.
• Developed and maintained project budgets to control costs and meet organizational and project goals.
• Developed comprehensive risk management plans to minimize project delays and budget overruns, safeguarding project outcomes.
• Improved stakeholder communication by establishing regular update meetings and clear reporting channels, resulting in increased trust and partnership.
• Established and maintained strong relationships with external stakeholders, including clients and partners, ensuring smooth project execution and new business opportunities.
• Developed and implemented project plans and budgets to ensure successful execution.
• Reported regularly to managers on project budget, progress, and technical problems.
• Analyzed project performance data to identify areas of improvement.

• Defined strategic solutions for legacy application modernization, creating roadmaps and ensuring alignment with future business needs.
• Led rewrite of legacy contract application, mitigating security risks by replicating functionality in Python/Informix DB.
• Managed implementation of a Provider Portal Project, ensuring Azure environment setup, DevOps implementation, and robust security controls.
• Implemented governance for seamless data mapping and integration, standardizing state reporting for compliance purposes.
• Key Highlights: Digital Transformation of legacy application, Cloud enablement, DevOps implementation, Security controls, Compliance reporting
• Drove digital transformation efforts within the organization, leveraging emerging technologies to streamline workflows, improve communication channels, and enhance overall productivity.
• Collaborated with cross-functional teams to drive process improvements and innovation.
• Implemented data-driven decision-making practices to inform business strategy and optimize performance metrics across all departments.
• Established key industry partnerships, solidifying the company''s position as a market leader in its field.
• Mentored junior team members, providing guidance on best practices and strategies to overcome challenges while simultaneously strengthening their professional skillsets.
• Cultivated a culture of continuous learning among employees through professional development opportunities, fostering an environment of collaboration and innovation.
• Oversaw talent acquisition efforts, attracting top talent from diverse backgrounds and skill sets while maintaining a rigorous selection process for continued excellence within the organization.

Key Responsibilities:

Delivered a Multi-Year project, to modernize the claims adjudication process for Healthcare Payer. Leading a team 200+ associates globally. Providing various services within the portfolio like architecture, functional resources, Scrum teams, QA, etc. MVP Go Live planned by 1st April 2021.
• Oversight of workstream & program budget, schedule, resources, and scope
• Facilitate business outcome definition
• Facilitate program increment planning
• Governance structure and operating model definition and refinement
• Lead/co-lead Steering Committee meetings
• Facilitate status reporting and PSR
• Oversee cross-product dependencies
• Mentor project managers
• Escalate program-level actions, decisions, and issues
• Oversight of program reporting & metrics
• Manage program-level milestones and deliverables for quality and timeliness
• Align with cross-organizational dependencies and milestones, in collaboration with EAS and BSLs
• Own change control process
• Form strong working partnerships with business and HT leadership 5 Functional and 2 Technical Product groups

• Key statistics
• 13 PODS / Scrum team, Architects, DevOps, Feature testing
• 30+ months development life cycle
• 8 Program Increments

3 Weeks Scrum
• Added 100+ (10 Scrum teams) in Q1-2021, as a result of delivery excellence in 2020.

• Project Delivery Leadership: Lead multiple digital technical and business transformation projects across the Healthcare Payer industry for the West Coast region, ensuring successful delivery aligned with client objectives.
• Single Point of Contact: Serve as the primary point of contact for digital portfolio delivery for Blue Shield of California (BSC), managing client expectations and ensuring project alignment.
• Project Monitoring & Intervention: Review project plans, track the progress of in-flight projects, and provide timely interventions to address issues or risks. Communicate progress and highlight any potential concerns to the customer and internal stakeholders (MDU).
• Execution Pipeline Management: Collaborate with Solution Leads and cross-functional teams to define and implement solutions within the project pipeline, ensuring optimal execution of deliverables.
• Demand Fulfillment & Forecasting: Manage demand forecasting, portfolio optimization, and resource allocation to ensure projects are delivered on time, within budget, and to the highest quality standards.
• Customer Strategy Alignment: Identify and understand the engineering needs of customers, aligning delivery strategies and enabling the team through up skilling and implementation of best practices to meet customer requirements.

Key Highlights:

• Leading digital transformation projects in Healthcare Payer industry
• Single point of contact for portfolio delivery at Blue Shield of California
• Demand fulfillment and portfolio optimization
• Solutioning and collaboration across teams (Solution Leads, Horizontals)
• Engineering strategy identification and team enablement through best practices
• Established clear project milestones and deliverables, resulting in increased efficiency and transparency for stakeholders.
• Managed cross-functional teams to ensure timely delivery of high-quality products and services.
• Facilitated portfolio performance review and implemented new strategies.
• Implemented agile methodologies to adapt to changing priorities and optimize workflow processes.
• Drove revenue growth by identifying new business opportunities and expanding client relationships.
• Collaborated with internal departments to streamline operations and improve overall project management practices.
• Optimized project performance with effective communication and stakeholder engagement.
• Improved customer satisfaction rates with proactive issue resolution and regular status updates.
• Ensured timely completion of all projects by effectively managing resources across multiple disciplines.
• Created a collaborative work environment that encouraged innovation, leading to the development of cutting-edge solutions for clients'' needs.

Enabling IT Services and delivery management for day to day support (ITIL Framework)

• Determine current existing processes and services
• Develop some desired future state of IT and services that it needs to provide
• Architect "roadmap" that depicts how to get to desired state from current state
• Determine steps needed to execute "roadmap"
• Train associate and socialize future state within customer organization

Service Level Management

• Baseline current service level against desired service level requirements
• Identify gap and remediation plan to meet desired service levels
• Establishing metrics program to satisfy requirements of Service level Agreement
• Constructing performance reports (Target v/s Actuals)
• Continuous Service Improvements (Program Governance)

Continually improves the effectiveness and efficiency of services and processes

• Reduction In Incidents and MTTR
• Provide in-depth data analysis using six sigma methodologies and provide recommendation on improvement opportunities
• Transition Management

Lead large multi-vendor transition programs and interact effectively with client executives

• Serve as thought leader in transition management to share best practices and create strong partnerships and relationships with senior client stakeholders
• Coordinate transition life cycle tasks from definition through post implementation
• Assure transition planning, resource planning and management, and identification of and securing of resources
• Facilitate transition communication including risks, issues, and deviations from plan.
• Confirm achievement of objectives; verify and document transition results to formalize acceptance by sponsor

• Service level management – Established metrics programs from agreement on how each of SLA’s are calculated what are exception process, source of data for calculation SLA’s and monthly reporting mechanism
• Facilitated implementation of QA Lab and additional clean room at offshore working with various customer leadership to get requisite approval
• Established and facilitated all governance meeting (Service Delivery, Management, Executive and Technical Steering Committee Meetings)
• Policy and Procedure Manual – Working alongside with other vendors wrote entire policy and procedure manual for all Production Support engagement
• Training associates on production support process
• Defining actionable Reports to establish engagement governance (Reduced from 83 monthly reports to lesser than 20 reports)
• Enhanced project delivery by implementing efficient PMO processes and best practices.
• Facilitated stakeholder engagement by conducting regular progress meetings and providing detailed updates on project status.
• Collaborated with executive stakeholders to define organizational goals, aligning projects with strategic objectives effectively.

• Developed CIO level relationship to bring different Cognizant Suite of services to create a strategic partnership
• Achieved revenue and profitability targets
• Successfully rolled out application which has visibility up to President in the customer organization
• Socializing service lines across organization to appraise them on Cognizant capabilities
• Plan and implement interactive projects, work with cross functional teams to deliver results that achieve client goals
• Develop (winning) new business development proposals and presentations in response to customer needs and/or requests
• Help client and internal resources prioritize deliverables in times of conflicting demands
• Consolidation of communications, including schedules and status reports, to client across projects and act as a guide for the client to focus on critical deliverables

• Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
• Increased client satisfaction by building strong relationships and addressing their needs promptly.
• Developed customized account plans for clients to help them achieve their business goals.
• Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
• Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
• Coordinated with product development teams to relay client feedback, influencing future product enhancements.
• Met with customers to discuss and ascertain needs, tailor solutions and close deals.

• Account Manager role, was responsible for building and maintaining strong client relationships, managing client expectations, and identifying new business opportunities. worked closely with clients to understand their needs, ensuring delivery of tailored solutions that added value to their business.
• As Project Manager, oversaw end-to-end delivery of IT projects, coordinating cross-functional teams, managing timelines, budgets, and ensuring that projects were executed to meet client specifications. Played pivotal role in resource planning, risk management, and maintaining open communication with stakeholders to ensure successful project outcomes.
• Participated in team projects, demonstrating ability to work collaboratively and effectively.
• Resolved problems, improved operations and provided exceptional service.
• Self-motivated, with strong sense of personal responsibility.
• Skilled at working independently and collaboratively in team environment.
• Proven ability to learn quickly and adapt to new situations.
• Worked flexible hours across night, weekend, and holiday shifts.