Neha Verma
Irving
Summary
Strategy & Operations professional with 9+ years experience in leading cross-functional teams and driving project success. Skilled in strategic planning, building operational plan, risk management, and resource allocation. Known for adaptability, problem-solving, and fostering collaboration to achieve results. Proficient in optimizing processes and aligning initiatives with organizational objectives.
Overview
10
10
years of professional experience
Work History
Program Manager
Gartner
06.2024 - Current
- Managed and supervised launch of End-to End service delivery strategy across CSO ensuring compliance with service organizations best practices
- Utilized data-driven decision-making approaches to improve CSO organization efficiency & Client retention
- Managed cross-functional teams for successful project completion within required deadlines and ensure end result is achieved
- Developed quarterly tech enhancement plans for Client service organization, communicated clear objectives and milestones for the team.
- Met with key stakeholders on regular basis to assess progress and align on next steps as per aligned strategic goals
Manager, Service Advisors
Gartner
11.2021 - 05.2024
- Supported change and transformation across Gartner GS&D organization by implementing COO operational revamp plan to support role consolidations & org restructuring across service org
- Lead multiple cross functional projects focused on centralizing & standardizing key processes & customer communications, to assist CSO leaders in increasing economic productivity across their teams while driving impact at scale for different Service Advisor operations
- Planned, coordinated & executed multiple engagement focused campaigns while keeping a track on engagement metrics to drive customer retention
- Collaborating closely with CSO leadership to drive adoption of the new processes/initiatives & problem solve on key challenges faced by SDAs in day-to-day work & implement solutions to drive further efficiency
- Conducted pilots to ascertain best practices regarding key matrices across high performing SDAs for widespread implementation across CSO
- Drove governance across service teams via weekly team meetings, leaderships connects & dedicated problem-solving sessions
- Built great teams that drive success in Virtual-First World by nurturing an ecosystem to foster continuous innovation
Team Lead, ANBI
Gartner
01.2020 - 11.2021
- Lead a team of 5 to assist sales team with detailed account level research, key challenges and Gartner solutions mapped to potential prospect requirements
- Collaborated closely with Gartner’s senior leadership as well as other stakeholders (e.g., research, sales, service, other product teams, data scientists, digital platform etc) to generate distinctive insights related to client needs and potential solutions we can offer to address them
- Monitored key metrics, along with client and internal stakeholder feedback to ensure the products are performing as intended – proactively identify and address any red flags
- Worked with various stakeholders across the business to manage the end-to-end process to build and launch the enhancements – including communication and training for all impacted teams
Senior Business Analyst, PCP
Gartner
08.2018 - 12.2019
- Key member of 'Successful Call Planning team', responsible for problem solving with client partners to design a product that will help drive client engagement & retention
- Stakeholder Management: - Updating Leadership team with weekly Progress updates, driving change management to drive new process adoption & leading pilot expansion into new territories
- Driving client retention and Net customer value increase by empowering service delivery groups and sales leaders through strategic deliverables & Go-to-Call Strategy
- Leveraged Predictive analytics to design an algorithm that identifies, and forecasts potential retention risk basis extrinsic & intrinsic factors
- Process Reengineering: - Engineered automation tools using VBA & Power BI to help service delivery associates to effectively engage with clients, streamline processes, and improve efficiency
Product Manager (Retail Strategy)
ICICI BANK
05.2015 - 08.2018
- Product Launch: - Designed end to end operational plan for launch of multiple products & schemes by Government of India across 4000+ bank branches in coordination with Technology, Operations & Compliance leading to sourcing of 1 million + accounts in a span of 18 months
- Sales Mobilization: - Revamped the sales strategy for National Pension scheme ( NPS), a defined contribution retirement scheme by GOI by focusing on Corporate tie ups via salary team & implementing technological solutions to simplify the product onboarding process which lead to 200% growth in sourcing
- New Product Development: - Analyzed 60+ customer category, focusing on purchase behavior of customer pre & post retirement to design a product for this category
- Pilot for the same has been launched in identified Government employee hotspots to penetrate the Civil & Defense Pension Business
- Technology, Compliance & process implementation of the product enhancements as released by Regulator
Education
MBA - Marketing and finance
IIM Lucknow
01.2015
B.Tech - Information Technology
RBIEBT
01.2012
Skills
- Strategic leadership
- Stakeholder management
- Problem-solving abilities
- Project Management
- Change Management
- Performance monitoring
Accomplishments
Awarded 2023 Excellence in Leadership Award for showcasing champion mindset and driving cross collaboration with multiple teams.
Received Excellent rating for 2 years and Successful rating for remaining 4 years while working with gartner
Won “Innovation Award” for implementing BC & Digital channel in ICICI bank , improving sourcing by 200%
Timeline
Program Manager
Gartner
06.2024 - Current
Manager, Service Advisors
Gartner
11.2021 - 05.2024
Team Lead, ANBI
Gartner
01.2020 - 11.2021
Senior Business Analyst, PCP
Gartner
08.2018 - 12.2019
Product Manager (Retail Strategy)
ICICI BANK
05.2015 - 08.2018
B.Tech - Information Technology
RBIEBT
MBA - Marketing and finance
IIM Lucknow
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