Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
J MADAN MOHAN

J MADAN MOHAN

Project Management, CRM Application Support
Eluru,AP

Summary

A results-driven agile professional seeking a challenging project manager position where I can leverage extensive experience in project lifecycle management, stakeholder engagement, risk mitigation, and strategic planning to drive the successful delivery of complex initiatives. Dedicated to optimizing processes, enhancing customer satisfaction, and achieving organization goals through effective project execution, monitoring, and control. Aiming to contribute expertise in managing scope, schedule, budget and quality to ensure projects meet business objectives on time and within constraints.

Proven ability to manage and complete project lifecycle, from initiation and planning through execution, monitoring, control, and closure, ensuring adherence to scope, schedule, and budget Expertise stake holder management, facilitating communication and collaboration across cross-functional teams to align priorities and ensure project success Skilled in risk identification, assessment, and mitigation planning, proactively addressing potential issues to minimize the project impact Proficient in resource allocation, budget management, and dependency mapping to optimize project efficiency and meet delivery targets Extensive experience in developing and utilizing KPI dashboards and project reporting mechanisms(MIS) to track progress, inform decision-making, and communicate status to stakeholders Demonstrated track record in leading project teams, fostering collaboration, and driving performance to achieve project milestones and deliverables Strong focus on delivering value through iterative development, incorporating feedback loops, and ensuring alignment with business requirements Adept at managing escalations and resolving conflicts efficiently, maintaining positive stakeholder relationships and ensuring project continuity Committed to quality assurance and compliance, implementing best practices and adhering to regulatory standards throughout the project lifecycle Experience in change management processes, ensuring smooth transitions and adoption of project deliverables

Overview

13
13
years of professional experience
6
6
Certifications
2
2
Languages

Work History

Project Manager - Digital Services

Axis Bank (Permanent WFH)
04.2021 - Current
  • Managed end-to-end implementation of automated extract, transform, load (ETL) Projects, eliminating manual processes and ensuring data accuracy and consistency for critical banking operations
  • Led initiatives to enhance the data infrastructure, developing scalable solutions capable of efficiently managing large data volumes while optimizing storage and processing costs
  • Directed the development and deployment of data visualization tools and dashboards (Excel, Power BI, Tableau, AI platforms), enabling data-driven decision-making for stakeholders
  • Analyzed and refined business requirement documents (BRDs) to ensure project clarity and alignment with business objectives
  • Configured CRM workflows and managed role-based access control, optimizing system performance and user experience for key banking processes
  • Applied agile methodologies to manage internal ombudsman workflow projects, overseeing case management for Level1 & Level2 cases
  • Identified project drivers, conducted cost-benefit analysis, and presented findings to inform strategic decision-making and project prioritization
  • Facilitated change management processes, securing approvals and ensuring seamless implementation of project modifications
  • Developed the documented AS-IS and TO-BE process descriptions using flowcharts, promoting clarity and stakeholder alignment for process improvement projects
  • Led projects focused on improving the management of customer complaint databases, enhancing data analytics capabilities and reporting accuracy
  • Collaborated closely with CRM IT teams on backend update and administrative tasks, ensuring system integrity and efficient user management
  • Executed thorough scenario testing and sanity testing for ETL and workflow projects to validate functionality and ensure successful delivery

Team Lead , Risk & Compliance Manage - Phone Banki

ICICI Bank, Hyderabad
11.2015 - 04.2021
  • As Risk Compliance Manager
  • Provided oversight for the Concurrent Audit process, ensuring the timely submission of audit reports and adherence to audit schedules
  • Spearheaded the data analytics initiatives to identify audit observations, encompassing data collection, cleansing, analysis, interpretation, and visualization to enhance audit insights
  • Devised and executed risk-based audit plans to strengthen the Bank’s safety and soundness, contributing to robust risk management practices
  • Ensured prompt completion of assigned audits and meticulous documentation of work papers, maintaining audit trail integrity and compliance
  • Benchmarked relevant processes against Best Practices and peer banks, driving continuous improvement in audit methodologies. Upheld strict adherence to audit timelines, focusing on auditing high-risk areas and overseeing the audit completion process
  • Conducted SOX audits in collaboration with external regulatory bodies to provide requisite sample calls in accordance with compliance standards
  • Rendered training and mentorship to audit assistants and other staff members, fostering professional development and enhancing audit team capabilities
  • As Phone Banking Operations - Team Leader
  • Ensured effective resolution of escalations and customer complaints in line with SLA and KPIs encompassing Quality, Productivity, Escalations, and Transfers to ensure exceptional customer service
  • Led a team of 18 to 20 Phone Banking Officers for delivering exceptional service to customers and providing constructive feedback to enhance performance
  • Optimized resource utilization and provided regular updates on banking products to officers handling customer calls aimed at consistent service improvement
  • Assessed existing processes, identified areas for improvement, and implemented process excellence initiatives to optimize operational efficiency and service quality
  • Maintained smooth operations through regular monitoring, training, and performance measurement. Evaluated feedback on customer service and provided guidance to officers on best practices for call handling, ensuring consistent service excellence
  • Worked with cross-functional teams to identify root causes of issues and collaborated to find effective resolutions, promoting interdepartmental collaboration and problem-solving

Soft Skills Trainer

Sri Chaitanya Techno Schools, Bhimavaram, India
07.2013 - 02.2015
  • Assessed and developed action plans for soft skills training, following curriculum guidelines to create lesson plans and assess student job readiness
  • Rolled out training programs efficiently with limited resources, focusing on improving student communication through interactive learning methods. Rendered training in soft skills and verbal ability, fostering the development of self-confidence in academic performance
  • Conducted group discussions and debates, recognizing and rewarding student achievements during school assemblies

Education

PG Diploma - Banking

Manipal Academy
Bengaluru, India
01.2015

MBA - Finance Marketing

Ramachandra College of Engineering
Eluru, India
01.2012

BSc - Computer Science

KPR JL Siddartha Degree College
Eluru, India
01.2010

Skills

Project lifecycle oversight

Process efficiency improvement

MIS data interpretation and insights

Project portfolio management

Stakeholder engagement

Risk evaluation and management

Budget management

Management of CRM migrations

Efficiency improvement

Project Management

Cross-Functional Collaboration

Quality Assurance and Compliance

Team Leadership and Dev

Customer Experience Enhancement

Strategic Planning and Execution

Change management

Agile and waterfall methodologies

Team leadership and development

Customer experience enhancement

Vendor management

Resource allocation & optimization

Benefits realization

Budget planning & control

Quality assurance & compliance

SDLC Knowledge

Planning & execution

Project scope management

Advanced Excel

SDLC

JIRA

Scrum

Confluence

Power BI

SQL

Kanban

SAFe

CRM

Python

Project Management tools

Azure

Waterfall project management

Agile software proficiency

Certification

Python

Timeline

Project Manager - Digital Services

Axis Bank (Permanent WFH)
04.2021 - Current

Team Lead , Risk & Compliance Manage - Phone Banki

ICICI Bank, Hyderabad
11.2015 - 04.2021

Soft Skills Trainer

Sri Chaitanya Techno Schools, Bhimavaram, India
07.2013 - 02.2015

PG Diploma - Banking

Manipal Academy

MBA - Finance Marketing

Ramachandra College of Engineering

BSc - Computer Science

KPR JL Siddartha Degree College
J MADAN MOHANProject Management, CRM Application Support