Responsible for a team of specialists taking ownership for strategy, execution and delivery of all technical aspects within customer operations. Owner of product roadmaps for development & ongoing maintenance, management of analytics & insights, content generation & maintenance, development and implementation of AI initiatives, and accountable for customer contact experience and technology.

Duties include, but aren't limited to: Taking charge of software delivery in a way that supports the quickest time to market without compromising quality along the way. Managing software development project activities for multiple projects across all project phases Working collaboratively across teams to determine direction, approach, design and implementation strategies Creation and management of project management schedules, plans, documentation and reports Decision-making in terms of schedules, risks and prioritization, and effective communication thereof Contributing to and growing of the project delivery methodologies used

 Startup, launch & management of a Robotic Process Automation (RPA) business process automation service offering, using the Blue Prism RPA platform. Involved in establishment of development competency, setup of operating model for delivery and formulation of COE structure for governance and compliance. Startup, launch & management of a 24/7 IT service desk, geared to service global clients across multiple time zones, offering a high touch, white glove approach as a competitive advantage. Reporting directly to CEO

 Overseeing all operational divisions and backup for the COO  Implementation & improvement of company supporting structures, processes and policies  Profitability management and optimization, budgeting and forecasting Coaching/mentoring, career planning and developing talent as the primary asset  Resource selection training, planning, allocation, placement, monitoring, recruitment & terms  Overseeing an in-house centre for business process improvement Responsible for existing process evolution and new process implementation across all domains of the SDLC in line with industry standards and best practices  Program management for the organizational project portfolio, including monitoring and controlling of overall project health within the organization.

Leading a Centre of Excellence for best practice business process implementation and evolution inside organizationMonitoring of overall project health within organization

 Building and managing relationships with clients  System design and feasibility analysis  Managing projects, staff and clients distributed across RSA, USA, UK and Europe  Proposals, estimates, as well as reviewing those of others prior to distribution to client release  On-going account management, pre-empting problems, resolving client challenges, transforming problematic projects into profitable projects  Scoping, estimation, planning, prioritizing, work allocation, monitoring, progress reporting, meeting facilitation, risk management, team management, quality control, adherence to various methodologies, removing obstacles and ensuring delivery  Analysis, design, training, system evaluation, process engineering and system implementation  Quality assurance, documentation review, system testing and ensuring process adherence

 Led and managed a 24 hour response production support team across various SLA implementations, ranging from immediate to 24 hour response time  Ownership, accountability and maintenance of pre-production and production server environments  Responsible for planning and co-ordination of production application deployments  Planning and co-ordination of various projects, ranging from user account security changes to hardware and software configuration changes across various server environments

Involved in development of:- a number of web-based applications for a large global real estate management company- a data request and consolidation scoring bureau used in the international insurance industryLater in involved in application support, consisting of fixes and enhancements to existing custom applications developed by the organization

Part of development team that built a single front-end system to integrate and consolidate all existing customer management systems in a single dashboard system