G HARISH CHAND
Bengaluru
Summary
Highly qualified Transition Manager with background in coordinating smooth transitions during business changes. Possess strong leadership and management skills, adept at working with diverse teams, ensuring minimal disruption to operations, and delivering projects on schedule. Known for strategic planning abilities, effective communication skills, and fostering a positive work environment. Seasoned Transition and Process Improvement Manager with a background in optimizing operational processes, managing transitions, and driving efficiency across various business functions. Strengths include strategic planning, project management, process improvement initiatives and change management strategies. Previous roles demonstrate significant impact on cost reduction through successful process redesigns and implementation of lean methodologies.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Transition Manager (Enterprise Technical Services)
Morgan Stanley
Bengaluru
04.2021 - Current
- Led the successful internal transition of four key service desk operations: Wealth Management Global Service Desk, Institutional Securities Desk, and E-Trade Desk, involving over 100+ FTEs across multi-location support centers.
- Developed and executed comprehensive Transition Plans including timelines, resource allocation, KT strategies, risk registers, and communication protocols.
- Conducted and facilitated detailed discovery and planning workshops with stakeholders across operations, infrastructure, compliance, HR, and client teams.
- Oversaw seamless transition execution phases including Knowledge Transfer, Primary Support, and Shadow Support, ensuring uninterrupted service delivery and 99.8% SLA adherence throughout.
- Identified and managed critical dependencies, coordinated with cross-functional teams, and ensured timely resolution of blockers to avoid delays or service disruptions.
- Maintained transparent stakeholder communication through governance reports, weekly dashboards, and executive summaries; achieved 97% satisfaction score from senior leadership.
- Defined and monitored Risk & Issue Logs; successfully mitigated potential escalations by implementing proactive controls and fallback strategies.
- Facilitated training plans, designed learning content, and delivered workshops to upskill the transitioned teams, leading to a 40% increase in productivity within 60 days post-handover.
- Ensured operational excellence by adhering to strict financial controls, scope definition, and budget constraints; completed all transitions on time and within planned cost.
- Maintained detailed documentation including Transition Plans, KT trackers, training records, RACI matrices, SOPs, and closure reports—validated and signed off by all stakeholders.
- Led conflict resolution within cross-regional teams, ensuring cultural alignment, team morale, and collaboration in a high-pressure environment.
- Transitioned service tracking to NPS-based feedback, achieving a net promoter score of +70 and improving end-user satisfaction.
Delivery Analyst
IBM
Bengaluru
12.2015 - 12.2020
- Led six Lean Six Sigma DMAIC projects across diverse accounts focused on reducing penalties and enhancing key customer service metrics.
- Improved CSAT by 20% through RCA on poor feedback and redesigning agent coaching and performance feedback mechanisms.
- Increased First Contact Resolution (FCR) by 18% by identifying knowledge gaps and implementing focused training sessions and SOP updates.
- Reduced Average Handle Time (AHT) by 25% via optimization of chat workflows, scripting enhancements, and agent efficiency tools.
- Successfully avoided monthly service penalties in three critical accounts by improving SLA adherence and process efficiency.
- Conducted process mapping, gap analysis, and implemented corrective measures leading to 98% audit compliance.
- Collaborated with training and operations to implement continuous improvement frameworks, reducing repeat contacts and boosting overall productivity by 22%.
- Published weekly quality dashboards, escalation trackers, and RCA reports for leadership visibility using Excel and Power BI.
- Partnered with cross-functional teams including QA, Ops, Training, and Vendor Management to align project outcomes with account goals.
Education
B.E - Computer Science
Vemana Institute of Technology
Bengaluru06.2015
PUC - PCMB
SBMJC College
04.2011
Skills
- Transition Planning
- Stakeholder Management
- Knowledge Transfer Management
- ITIL Foundation
- Service Continouity and SLA adherence
- Quality Reporting
- Six Sigma DMAIC Projects
- SLA Management
- KPI Management
- Performance Management
- Process Standardization & Documentation
- Cross-Functional Collaboration
Hobbies and Interests
- Theatre
- Movies
- Cricket
Languages
- English
- Hindi
- Kannada
- Tamil
- Telugu
Certification
- Lean Six Sigma Black Belt
- Lean Six Sigma Green Belt
- IBM Agile Explorer
- Enterprise Design Thinking Practioner
Timeline
Transition Manager (Enterprise Technical Services)
Morgan Stanley
04.2021 - Current
Delivery Analyst
IBM
12.2015 - 12.2020
B.E - Computer Science
Vemana Institute of Technology
PUC - PCMB
SBMJC College