Sminu Mullackal Email & Phone Number

Bengaluru, Ka, In

Greater Bengaluru Area

As AVP - Technology & Services, I drive innovation and operational excellence across multiple functions, including presales, technical delivery, and Governance, Risk, and Compliance (GRC) projects. My role encompasses a broad spectrum of responsibilities, including:• Presales Leadership: Engaging with customers to design tailored technology solutions, preparing proposals, and supporting the sales team • Technical Delivery: Overseeing the implementation of complex cyber security solutions, ensuring on-time delivery and adherence to quality standards.• GRC Projects: Leading GRC initiatives to help clients navigate complex regulatory landscapes and enhance their cybersecurity posture.Leading strategic initiatives to assess, design, and implement frameworks that align with international standards such as ISO 27001, SOC2, PCI DSS, and NIST. Audits include TPRM, RBI IS Audit, IRDAI Audit, SEBI Audit etc. • Client Engagement: Building and maintaining strong client relationships, understanding their unique challenges, and providing tailored solutions to meet their cybersecurity needs.With a focus on building customer trust, optimizing processes, and achieving measurable outcomes, I collaborate across teams to deliver robust solutions that empower businesses in today’s dynamic technology landscape.

Bengaluru Area, India

Business Unit Head: Head of the Project Management Office, Head of GRC/Compliance and Head of Customer Success Office at SecureInteliProviding leadership, guidance, and support to the project, customer success and GRC/Compliance team (s) to ensure successful project delivery.• Planned and managed multi-million dollar (100+) programs and projects aligning business goals with technology solutions to drive process improvements, competitive advantage, and bottom-line gains.• Own the execution of program initiatives ensuring that the team are driving towards the best outcomes for our customers. • Developing and implementing best practices, processes, and tools to improve project Management, Customer Success Management and GRC Management efficiency and effectiveness• Spearheading the Customer Success initiative, bringing value to customers. • Driving adoption and value of our services, excellent customer support, Good Survey scores, fixing root causes of dissatisfaction • Increased revenue by delivering high levels of Customer Satisfaction, account retention, and growth • Developed strong relationships with key customers and partners; maintained and grew relationships with key business proposition designs• Managing service improvement initiatives and activities to increase customer satisfaction.• Build operational dependence through channel partnerships, technological dependence through systems integration, business dependence through special terms and financing, and contractual dependence through multi-year contracts or automatic renewals. • Execution of the Security & Compliance Programs: ISO 27001,SOC2, IRDAI and RBI IS Audits• Customer focus evaluating decisions through the eyes of the customer, builds strong customer relationships, creates processes with customer viewpoint, and partners with customers to help shape their future initiatives.• Professional Services: Develop and expand Staff augmentation projects and achieve Revenue Targets

Bangalore

Managed day-to-day operations filling many roles to support company growth• Accountability for firm-wide consolidating and simplifying internal services • Formulated policies and strategic plans and implemented procedures and growth initiatives• Created systems to train and manage team members in achieving firm objectives• Orchestrated multiple product launches for over 10 brands• Participated in the hiring, training and assessment of office staff• Developed, revised and maintained operations procedures

Bangalore

Managed delivery of multiple million-dollar global projects such as Technobrain Africa, NMC Dubai, RAMA, Wisdom Infotech• Planned, mobilized and directed projects of high complexity and scale from project definition to closure.• Planned effectively around delivery constraints and optimized the plan to maximize benefits and minimize risks• Set the pace and rhythm, driving a culture of achievement and ensuring pace by identifying and removing barriers to project success

Bengaluru Area, India

• Managed day to day operations of the business to ensure that it continues to grow by the way of developing new clients• Managed projects through the life-cycle to ship on time and budgets

Bangalore

Managed delivery of multiple big budget projects such as American Express, All-State and Tourneau• Established a new Design and development framework to ensure all-staff compliance for ISO 27001:2013• Proactively managed changes in project scope, identifying potential crisis and devised contingency plans• Maintained continuous alignment of program scope with strategic business objectives, and made recommendations to modify the program to enhance effectiveness toward the business result or strategic intent• Developed and built good relationships with clients, which led to improved cooperation and reduced the possibilities of any setback• Received client appreciation in recognition for outstanding project results- American Express and Tourneau

Bangalore

Managed delivery of multiple big media projects such as Deccan Chronicle, Nickelodeon, Ministry of Tourism, India • Orchestrated and managed a pool of cross-functional teams of developers, designers, server and hardware teams, product managers and QA to deliver projects on time• Formulated policies and strategic plans and implemented procedures and growth initiatives• Followed up on targets, holding members accountable for achieving resultsAdditionally managed marketing/Sales Campaign projects for all of Trivone's B2B and B2C properties • Developed and managed the global Social Media outreach • Owned the Social Media outreach • Process definition and compliance• Designed the User Generated Workflow for the content team

Bangalore

Responsible for delivery of client projects for AAA titles• Responsibly got to the crux of client’s needs and ensured exemplary delivery on time• Managed day-to-day operational aspects of the project• Improved customer service based on client feedback through the development of new policies and procedures• Ensured the product was running to optimal standards• Helped in preparation of key project proposals and important reports• Worked towards streamlining the process-workflows, procedures, ideas and principles• Assisted with game design and improving game mechanics• Developed and implemented new policy documents and build work processes• Awarded Star Performer and Excellence awards several times for outstanding performances

Bangalore

• People management – Career management, performance review, mentoring and day to day administration of a team • Delivered the required volume of effective coaching• Delivered the productivity target and Maximize results • Reported and distributed management information highlighting areas for improvement and those of concern and opportunity• Recommended and implemented operational processes and their improvement• Contributed ideas and suggestions to help the team grow, develop its offering and achieved best practice• Maintained high service levels for customers with thorough quality control checks• Allocated incoming information requests from customers to the team, prioritizing action, and monitoring team resources to meet SLAs.• Worked closely with team members to resolve customer problems and reports as required on performance, issues and resolutions. • Motivated, supported and mentored the staff when needed• Streamlined work processes with detailed workflows and implemented best practices• Tried to troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.• Was the focal point for the dissemination of information from management to the team and vice versa.•Managed client, company and project team expectations for agreed-upon performance by obtaining and providing metrics.

Bengaluru Area, India

• Assisted Team Lead with training and development of individuals• Ensured daily responsibilities are accomplished by employees on an assigned work shift• Reported team performance to Senior management

Bengaluru Area, India

• Ensured to provide excellent customer service through chat or ticketing system in timely and accurate manner. • Collated documentation and prepared management reports on team's weekly performance• Assisted in training peers on improving customer support service. • Communicated customer feedback to technical and marketing teams in order to develop processes for better serving customers.

Bangalore

• Ensured to provide excellent customer service through chat or ticketing system in timely and accurate manner. • Analyzed & helped troubleshoot client concerns •Ensured customer satisfaction by meeting customer needs in a courteous and timely manner. •Tracked, followed-up and resolved customer’s outstanding issues in a timely fashion. • Prepared documentation and reports on routine customer correspondence

Worked as a part of the backend team that enhanced image search protocols for our web search engine

Project Management Excellence

Master Of Business Administration (Mba)

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