Pankaj Arora Email & Phone Number

Canada

Toronto, Ontario, Canada

Delivered multiple Customer oriented Projects in Technology, Digital / Online & Mobile workspace using Agile / Waterfall and iterative methodologies. Maintained relationships with Stakeholders, senior management, ensuring proper vendor engagement and Outsourced partners follow SLA’s, OLA's & KPI’s Budget Handled: $ 15+ Million | Staff/Team: 40+ (Offshore and onsite)

Toronto - Gta

Budget Handled: $ 32+ Million | Staff/Team: 50+ (Offshore and onsite) • Sales PODs – Led entire programs for both Persistent PODs with multiple yearly releases.- Focus on being a proven vehicle for Sales increase thru Web quotes / online banking, providing core & new capabilities, improving digital adoption, address & optimize key friction points.- Enhanced customer experience by providing advanced advice, simplified pricing and multiple Payment options,• Program resulted in Sales increase by 22.7 %• CEBA (Canadian Emergency Business Account) loans – Banking has on boarded over $10 Billion in interest free loans to Small Businesses and not-for-profits - Provided customers (Ineligible & Eligible), with ability to digitally repay across Mobile & Easy web channels.- Small Business Banking (SBB) customers have the ability to view & action information with respect to their CEBA loan & forgiveness provided by government.- Directed call and in person volume to the digital channel (Mobile & Easy Web) for customer self-service • Quebec Anti- Theft – Theft Risk mitigation by imposing a tracking system on a targeted list of vehicle models- Additionally, they will have lower premiums from the tracking system discount • Expected Benefit - $ 9.0 Million / year• SAH Automatic Registration – Expanding the registration eligibility to include secondary account holders- Simplified flow for customers to register, with focus on activation and utilization metrics, with in decreased failure rate from 39% to less than 10%.- Appropriate support tools are available for both the customers and support teams, resulting in more successful registrations & generating more opportunity to use the self-serve transactions. - Customers can perform simple transactions online and call advisors only for the more complicated ones,- Improved call times to CAC and overall increased the customer/employee experience.• Registration rate increased by 12 % (Increased from 47 % to 59 %)

Toronto - Gta

Provided IT and Business Consulting services to Logistics, Human Resources and Financial sector- Program / Project management, Solution Delivery services (end to end services) - Initiation to close out- Business and Digital Transformation, Process Re-Engineering - Review present processes and recommend changesClients:• Cerence Inc., Montreal - Business Transformation Program (AI and Digital Integration/Agile / Jira Transformation)• RSTec systems – Process and Business Analysis, Software development / Implementation for dispatch project.• Finastra – Customer Service Operations, Training and Business Consultant – Student Lending Program

Toronto, Ontario, Canada

Budget Handled: $ 15+ Million | Staff/Team: 36 (Offshore and Onsite) Delivered multiple Technology, Financial, Customer oriented Business and Digital Projects globally using Agile / Waterfall and iterative methodologies. Maintained relationships with Stakeholders, senior management, Vendors. • Managed and Implemented RPA Automation and Digital / Mobile Programs • Blueprism RPA: 27+ Robots implemented, resulted in transparency, reduced human intervention • Digitization and Mobile Platform: Optimized Field work, speedy, increased inspections, quick decision making • Delivered multiple business applications / Software development, technology and transformation projects, globally• Managed / Implemented multiple Infrastructure / Technology Currency upgrade Program

Montreal, Quebec, Canada

Budget: $ 10 M | Staff/Team: 27 (Onsite and Offshore)• Implemented multiple Customer oriented applications, Infrastructure, Software Development, Data Centre Migration & Global Deployment projects, across North America / Europe and Asia

Montreal, Quebec, Canada

• Designed Strategy for Delivery of SAP based Business Process automation project, for sale of spare parts. • Owned responsibility for Project Management, Consulting, Client Relationship and Delivery

Delivered large Technology, Customer and Business initiatives, Digital Transformation & Change management, Implemented systems, SAP – ERP , Streamlined IT enabled services, Business Applications / Software development, Infrastructure & Integration, Trading & Payment systems, Business Intelligence, Web and cloud enabled - Billing, HR, MIS & Customer Service Programs & projects, both in-house and outsourced and ensured SLA’s , OLA's & KPI’sResponsibilities – Business engagement / Project management / Digital Transformation / Customer Service / Process Improvement / BI Focused on overhauling the customer and Digital experience, leading all service functions including customer experience strategy, online and mobile digital operations, call centers, field operations, go-to-market and process improvement.Collaborated with department Managers to deliver Products, analyze and document system workflows. Automated Processes, Authored plan to Implement and Improve Processes and establish consistent standards Led & managed team of Program / Project managers, Business Analysts and other resources to drive project schedules, completion time frames, understanding the deliverables and the progress toward each milestone, identifying and communicating schedules and issues in getting there, and helping to remove roadblocks. Accomplishments:• 95% reduction in Inventory and Asset pilferage - 92 % improvement in Billing • 85% improvement in Bill Generation / Distribution - 8% Reduction in AT & C Loss• 70 % Reduction in Manual Collection - 8% Reduction in Operating Costs

Lead Solution delivery, Strategy & Governance, Product development and management, ecommerce strategies, Business Process Automation, Infrastructure Management, Application & Software Development, Customer Service, Vendor & Client relationship, E-Governance services and G2C, B2C, B2B transaction business for different clients• 5 new Clients with 100 % project implementation – G2C services increased by 70 %• 1000 new eGovernance centers established for G2C, B2C services# Project Management, Customer Service, Consulting & Operations, Engagement & Service Delivery, Process & Vendor ManagementKey Projects• Delhi State Govt.: IT enabled customer services for collection of Bills, Property Tax, Assessment and Revenue. • Department, Health Services: Registration of Birth / Death, System setup for Hospital Network integration• PDS: Development of applications & Systems for Public Distribution Services• Regulatory & Licensing: Licensing and Ticketing• Govt. Liquor & Beverages dept.: Enabled customer oriented, Technology driven organization - Infrastructure & Application Services, developed vehicle tracking system

Mba, Business Administration, Management And Operations

B.Eng., Electronics And Communications Engineering

Advanced Diploma (Marketing Management), Marketing Management And Related Support Services