JIRA
Abhinandan Bajpai
Project Manager Lead – Business Continuity Management & Financial Services
Lucknow,Uttar Pradesh
Summary
I am a seasoned professional with over 18 years of experience in Portfolio Management, Project Management, Software Testing, and Technical Software Support. My expertise in training and managing teams of over 50 members has consistently resulted in high customer satisfaction and recognition for performance excellence. I possess a strong ability to produce tailored visual aids and have rich experience with financial software, delivering projects for major national and international clients.
Overview
19
19
years of professional experience
3999
3999
years of post-secondary education
2
2
Languages
Work History
Lead Project Manager - Financial Services
ASCENT RISK AND RESILIENCE SOFTWARE PRIVATE LIMITED
Gurugram
09.2021 - 08.2024
- Company Overview: Company specialized in risk and resilience and financial solutions
- Project Delivery: Oversaw and successfully delivered 12+ projects throughout the entire lifecycle of Escrow, Reconciliation, and Business Continuity automation processes, achieving 100% project completion within deadlines and budget
- Product Management: Managed products from ideation to launch, including ongoing enhancements, resulting in improved user adoption rates and operational efficiency
- Stakeholder Engagement: Built and maintained strong relationships with key external stakeholders, including clients, regulatory bodies, and industry partners, fostering trust and ensuring compliance with regulatory requirements
- Team Leadership & Up skilling: Trained, allocated, and supervised Project Managers and Business Analysts for Functional Specification Documents (FSDs) and project management tasks, leading to a 20% improvement in resource allocation efficiency
- Operational Optimization: Streamlined operations by achieving 100% adherence to the Learning Management System (LMS) and integrating automated tools, resulting in a 25% improvement in process efficiency and enhanced team collaboration
- Requirements Management: Gathered and organized over 50+ Business Requirements Documents (BRDs), User Stories, Functional Specifications, and Change Requests, ensuring comprehensive product planning and prioritization
- Agile Coordination: Facilitated daily Scrum meetings with cross-functional teams of 10+ members, maintaining a project progress rate of 95% on-time completion for design and implementation milestones
- Project Planning: Developed 5+ detailed project plans annually in collaboration with internal and external stakeholders, aligning objectives to meet key deliverables within budget and timelines
- Team Leadership: Led a Project Delivery Team of 15-30 members, ensuring consistent tracking and reporting of progress with a success rate of 90% adherence to project deadlines
- Stakeholder Communication: Managed follow-ups and client demonstrations with 95%+ on-time delivery, improving client satisfaction and engagement scores by 20% year-over-year.
SENIOR MANAGER - SALES, MARKETING & OPERATIONS
INTUERIAS TECHNOLOGY PVT. LTD.
Lucknow
11.2016 - 05.2020
- Company Overview: Company focused on software solutions and services
- Product Development: Played a pivotal role in the design and development of SAAS-based products, including CRM solutions and Employee Tracking and Attendance Services, delivering high-impact tools for client operations
- Team Leadership: Managed a team of 50 members across PAN India and Asia, ensuring seamless collaboration and alignment with organizational objectives
- Sales & Customer Success: Successfully drove sales and support teams, achieving 120% of revenue targets and exceeding customer success benchmarks, resulting in a 15% increase in client retention rates
- Data-Driven Insights: Conducted daily performance analysis to identify and address opportunity areas, leading to a 10% improvement in overall team efficiency
- Performance Management: Conducted performance reviews and provided mentorship to underperforming agents, achieving measurable performance improvements of 20% within a quarter
- Quality Assurance: Implemented and conducted timely audits of calls and emails, ensuring compliance with quality standards and driving consistent performance enhancements
- Training & Development: Delivered training programs for both new hires and existing team members, contributing to a 25% reduction in onboarding time and maintaining high employee satisfaction rates.
LEAD OPERATIONS - BAND 5
CONCENTRIX PVT. LTD.
Gurugram
02.2014 - 04.2016
- Technical Support: Delivered high-quality technical support to business customers and end users for financial software, ensuring issue resolution and client satisfaction
- Team Management: Managed and guided a team of 15-20 agents, focusing on up skilling and professional development, resulting in a 15% improvement in team performance metrics
- Performance Analytics: Regularly analyzed performance data to identify areas for improvement, implementing targeted strategies that enhanced team efficiency by 10%
- Quality Assurance: Conducted weekly audits of calls and emails, providing actionable feedback that increased compliance with quality standards by 20%
- Training & Development: Designed and delivered training sessions for new hires and existing team members, reducing onboarding time by 25% and enhancing team readiness
L2 TECHNICAL SUPPORT (RESOLUTION EXPERT) AND TRAINING
IYOGI TECHNICAL SERVICES PVT. LTD.
Gurugram
06.2011 - 07.2013
- Client Escalation Management: Efficiently handled client escalations related to hardware and software components, achieving a 95% resolution rate and improving client satisfaction
- Team Mentorship: Mentored team members to enhance their technical knowledge and problem-solving capabilities, leading to a 20% reduction in escalation cases
- Quality Monitoring: Regularly monitored calls and provided detailed feedback, resulting in a 15% improvement in call quality scores and ensuring adherence to service standards
TEAM LEADER OPERATIONS AND TRAINING
AEGIS LTD
Lucknow
04.2009 - 02.2011
- Team Management: Led a customer care team to consistently achieve 100% of daily KPIs and KRAs, ensuring operational efficiency and service excellence
- Training & Development: Coordinated regular training and grooming sessions, resulting in a 20% improvement in team performance metrics and enhanced customer satisfaction scores
- Performance Evaluation: Conducted performance reviews and provided mentorship, enabling underperforming team members to achieve a 15% productivity increase within a quarter
- Talent Acquisition: Managed the candidate selection process for clients, successfully filling 90% of positions within agreed timelines, contributing to client satisfaction and retention
LEVEL- 2 TECHNICIAN - RESOLUTION EXPERT
WIPRO BPO LTD
New Delhi
04.2007 - 07.2008
- Company Overview: Business process outsourcing service provider
- Technical Support: Delivered exceptional technical support to customers, achieving a 90% first-call resolution rate and reducing average query resolution time by 15%
- Escalation Management: Efficiently handled escalations, resolving 98% of cases within SLA and maintaining high customer satisfaction ratings
- Team Oversight: Supervised and guided support agents, contributing to a 20% improvement in team productivity through coaching and process optimization.
SENIOR QUALITY ASSURANCE TESTER
IENERGIZER INC.
Noida
04.2005 - 04.2007
- Company Overview: Quality assurance in gaming software development
- Gaming Software Testing: Conducted rigorous testing of gaming software, ensuring 100% adherence to quality assurance standards and delivering bug-free releases
- MMORPG Expertise: Specialized in testing MMORPG systems by writing detailed test cases, identifying and reporting 100+ critical bugs, and ensuring optimal gameplay experiences
- Training & Mentorship: Trained and up skilled testers in MMORPG systems and testing tools, reducing onboarding time by 30% and enhancing team proficiency in complex testing scenarios.
Education
Advanced Diploma in Computer Hardware And Network - Computer Hardware and Networking
Jetking Institute
Bangalore, Karnataka 01.2003 - 01.2005
B. Com - Accounts And Finance
Jai Narain P.G. College
Lucknow, India05-2003
Intermediate - Accounts And Economics
Lucknow Christian College
Lucknow, India05-2000
High School Diploma -
Seventh Day Adventist High School
Lucknow, India 04.2001 - 01.1998
Computer Applications And Networking - Computer Networking
CCNS
Lucknow, Uttar Pradesh 04.2001 - 01.1998
Skills
Agile Development
Business Continuity Management
Customer Relationship Management (CRM)
Manual Testing
Project management
Project planning and development
Project tracking
Team collaboration
Technical support
Task prioritization
Client relations
Root-cause analysis
Team bonding
Agile methodology
undefinedSoftware
MS Projects
ZOHO Suite
Project Libre
MS Office Suite
Open Project
Timeline
Lead Project Manager - Financial Services
ASCENT RISK AND RESILIENCE SOFTWARE PRIVATE LIMITED
09.2021 - 08.2024
SENIOR MANAGER - SALES, MARKETING & OPERATIONS
INTUERIAS TECHNOLOGY PVT. LTD.
11.2016 - 05.2020
LEAD OPERATIONS - BAND 5
CONCENTRIX PVT. LTD.
02.2014 - 04.2016
L2 TECHNICAL SUPPORT (RESOLUTION EXPERT) AND TRAINING
IYOGI TECHNICAL SERVICES PVT. LTD.
06.2011 - 07.2013
TEAM LEADER OPERATIONS AND TRAINING
AEGIS LTD
04.2009 - 02.2011
LEVEL- 2 TECHNICIAN - RESOLUTION EXPERT
WIPRO BPO LTD
04.2007 - 07.2008
SENIOR QUALITY ASSURANCE TESTER
IENERGIZER INC.
04.2005 - 04.2007
Advanced Diploma in Computer Hardware And Network - Computer Hardware and Networking
Jetking Institute
01.2003 - 01.2005
High School Diploma -
Seventh Day Adventist High School
04.2001 - 01.1998
Computer Applications And Networking - Computer Networking
CCNS
04.2001 - 01.1998
B. Com - Accounts And Finance
Jai Narain P.G. College
Intermediate - Accounts And Economics
Lucknow Christian College
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