o A Safe Scrum Master managing 4 exceptional Scrum groups operating on product improvement, which include the web channels (in-house portals), claim processing, consumer on-boarding, enterprise commission, agent remuneration, and coverage management.o Facilitated Scrum framework – This includes conducting Scrum ceremonies such as PI Planning, Sprint Planning, Daily Scrum, Sprint Review, Sprint Retrospective and Backlog Refinement.o Remove impediments that may be preventing the team from delivering value, be it technical issues to team dynamics, capacity constraints, etc.o Act as a servant leader that guides the development team through executing the Scrum framework correctly.o Developed custom Scrum and Kanban boards for better task tracking and transparency within the team.o Improved team efficiency by implementing Agile and Scrum methodologies for project management.o Coach the team on Scrum principles and practices. Assist the team to self-organize and continuously improve their processes, ways of working, and adapt to necessary changes.o Implemented continuous improvement initiatives through regular retrospective meetings with the team.o Coordinate with other scrum managers in SOS (Scrum of Scrums) to ensure a fully integrated product is planned for delivery at the end of each sprint.o Protect the team from outside distractions and interruptions. This allows the team to focus on their work and deliver value as per the committed objectives.o Managed product backlog and supported the Scrum framework for monthly sprint releases.o Facilitate communication that is clear to understand between the team, the Product Owner, and any other stakeholders throughout the project lifecycle.o As a Safe Scrum Master, it is imperative to enable the effectiveness of the organization by working closely with the stakeholders, scrum masters across the organization to aid the team with the contribution towards enhancing the overall development value stream.

o Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.o Lead project team of 20 members in Agile development, guiding them towards product releases within set timelines.o Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect the development process from unforeseen delays and costs. This includes third-party contracts.o Assist with backlog maintenance and the facilitation of defect and bug resolution to achieve and meet business needs.o Analyze the existing business model, aspirational business model, and find out the similarities and differences to be able to suggest the best-fit approach, which will reduce time to market, improve quality, reduce costs, and maximize business opportunities.o Effectively managed scope creep by establishing clear boundaries on requested changes while keeping projects aligned with original objectives and budgets.o Fostered a culture of innovation and creativity within the project team, leading to improved problem-solving capabilities and enhanced outcomes.o Guide teams to practice core agile principles of collaboration, prioritization, team accountability, and visibility in accordance with relevant standards.o Provide inputs in JAD (Joint Application Development), UX (User Experience) | UI (User Interface), and Design thinking sessions.o Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.o Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team's ability to deliver results.o Manage project activities (Creation of SOWs, Tracking of Invoices, Allocating resources to the project, etc.).o Work with the Test Manager to reduce production issues by implementing rigorous regression testing before each release.

o Managed 3 project in an Agile environment, realizing success through the application of SDLC (Software Development Lifecycle) methodologies and exceptional leadership skills.o Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality resultso Monitored overall dependencies for the project, which involved cross-engagements with various teams across the bank.o Implemented best-practice methodologies that improved overall project delivery timelines while maintaining quality standards.o Boosted customer satisfaction levels by identifying areas of improvement and proposing actionable solutions.o Led cross-functional teams to successful project completions, improving team cohesion and productivity with effective leadership strategies.o Increased resource efficiency by 30% after analyzing detailed business requirements and pivoting the existing available skill set.o Enabled data-driven decision making with advanced analytics tools, generating valuable insights for the organization.o Conduct stakeholder analysis and create RACI matrix to understand roles and responsibilities upfront, and document all the extracted business rules impacting the project in detail.o Overhauled services and functionalities in an iterative approach by tackling the top servicing transactions and developed them across both the self and staff-assisted channels.o Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.o Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.o Participate in quality and risk management calls to provide inputs to issues logged in RAID log, weekly reviews.o Collaborated with cross-functional teams such as business operations, IT support services ensuring a smooth execution of multiple concurrent projects.

o Achieve operational excellence through aligning operational activities and resources with strategy.o Collaborated with cross-functional teams to drive process improvements and increase operational efficiency by 40%.o Maximized company resources by performing ad-hoc analyses supporting cost reduction initiatives across departments.o 15% Increase in financial accuracy by conducting in-depth analyses of financial data and trends.o Bridged communication gaps between business teams and end-users by translating their unique needs into actionable business requirement specifications.o Facilitated accurate expense tracking through diligent maintenance of general ledger accounts and reconciliations.o Developed comprehensive financial models that informed strategic decision-making for the organization.o Played a pivotal role in annual project planning, collaborating with department heads to allocate resources strategically.o Evaluated emerging technologies for potential application in meeting business objectives while remaining aligned with industry best practices.o Trained new analysts on corporate policies and procedures and implemented a mentoring program, reducing on-boarding time.o Ensured consistent system performance with proactive monitoring, maintenance, and timely upgrades as needed.o Communicated and explained business requirements to team members to understand and implement functional demands.o Researched macroeconomic, industry, and company-specific data to inform project decisions.o Coordinated with financial advisors to develop long-term business strategies.o Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.o Streamlined financial reporting processes, significantly reducing time required for monthly close.o Organize the interdepartmental activities ensuring completion of the project and product on schedule and within budget constraints.

o Spearheaded process improvement initiatives that led to significant cost savings and increased operational efficiency across departments.o Streamlined business processes by conducting thorough requirements analysis and providing actionable recommendations.o Managed the financial reporting, planning, and analysis with the responsibility of service delivery for all the accounts in the project.o Identified plans and resources required to meet project goals and objectives.o Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track, which resulted in a 30% improvement in efficiency.o Led post-implementation reviews to identify areas for improvement in future projects, contributing valuable insights for ongoing optimization efforts.o Established effective communication among team members for enhanced collaboration and successful project completion.o Mitigated risks by proactively identifying potential issues and developing contingency plans for resolution.o Coordinated with cross-functional teams to resolve project issues and mitigate risks.o Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.o Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.o Facilitated smooth month-end close processes by efficiently reconciling accounts and addressing discrepancies promptly.o Wrote, updated and maintained project documentation.o Maintained compliance with industry standards and regulations, conducting regular audits and updates to project practices. Conducted detailed financial analysis to identify and evaluate changes in operations, trends, and potential areas of improvement.o Achieved high levels of team engagement and morale by promoting collaborative and inclusive work environment.

o Worked as a Team Leader to bring my team together to work in cooperation to provide finest customer service.o Deliver exceptional levels of metrics forming part of the clauses on the service level agreements.o Led teams in various sizes and functions, supporting them on excellent performance and best-in-class product and service support.o Assist with difficult and escalated calls, provide timely resolution to ensure minimal impact on customer and employee satisfaction.o Maintaining monthly incentive and other pay-outs for all the associates in the projecto Measure and document employee performance results, help resources create professional development plans.o Monitoring quality and compliance of the process along with the quality team.o Coordinating with corporate clients and managing conference call calibration with clients.o Travelled to client locations for requirements gathering, project status updates, corrective action plan, etc. for timely communication with BRM, Transition and Operations team.o Involved in a range of pre to post Transition planning and Consulting projects.o Managed cross functional remote transition teams and ensured success with strong leadership skills.o Gathering knowledge, understanding and compliance of all applicable Federal, State, and Local laws and regulations in the project.

o Worked as a Team Leader to bring a set of team leaders together to work in cooperation to provide finest customer service, ensuring all the other metrics are met by the process.o Worked as a Subject Matter Expert to bring my team together to work in cooperation to provide First Call Resolution.o Bring forth a unique set of knowledge and skills, which includes an in-depth understanding of Process Migration, Transitioning, Industry Metrics, Scheduling, Business Processes, Structured Methodologies, Reporting (Daily Profitability Reports) and Superior Leader Capabilities.o Maintaining up-to-date records like attendance, performance at work, rewards, etc. of all team members, team leaders, quality and support functions.o Measure and document employee performance results, help agents to handle difficult situations.o Assist with difficult and escalated calls, provide timely resolution to ensure minimal impact on customer and employee satisfaction.o Responsible to improve the performance of associates and generate their interest in the team and client objective.

o Attending to inbound calls from customers anywhere in India.o Have been second line of command in absence of the Team Leader.o Conduct pre and post shift crew brief to update information, communicate activities and plans to agents in absence of the Team Leader.o Meeting and increasing client expectations and also getting new business.o Training new staff and motivating colleagues.o Generating leads and promoting sales within the department.