Kapil Thakur

• Developed and maintained a service delivery model for the organization, focusing on customer satisfaction and efficiency.
• Monitored and coordinated resources to ensure service delivery requirements were met within budget and timeframes.
• Ensured all deliverables adhered to quality standards through regular reviews of process documentation, performance metrics, and customer feedback.
• Managed staff responsible for delivering services to customers including hiring, training, coaching, motivating, evaluating performance, and providing guidance as needed.
• Established relationships with key stakeholders in order to ensure successful coordination of service delivery across departments.
• Implemented strategies to improve customer experience such as streamlined onboarding processes or enhanced communication channels.
• Identified opportunities for improvement in service delivery processes by analyzing data from customer surveys, feedback forms, and other sources.
• Created detailed reports outlining progress against established KPIs related to service delivery performance and customer satisfaction ratings and conducted steerco meetings.
• Assisted in developing policies and procedures related to service delivery operations including SLAs and response times.
• Reviewed contracts with vendors who provide support services such as cloud hosting or software development.
• Encouraged team members' professional growth by providing mentorship opportunities or attending relevant conferences and training sessions.
• Compiled data on quality issues and vulnerabilities and reported findings with suggestions for improvement.
• Worked with Agile and Scrum methodologies to accomplish project milestones and meet demanding timelines.
• Met with stakeholders to collaborate and resolve problems.

Projects Undertaken for Clients:

1. Manipal Hospitals

2. Canara HSBC Life Insurance Co. Ltd.

3. Alkem Laboratories

4. DCM Shriram Sugar Mills

5. Suraksha Diagnostics

6. Tekexcelrator

• My Team worked on developing the mobile App for Manipal Hospitals as client. This App has the facility for the patient to book Doctor's appointments, look for suitable health packages for themselves and their Family for both iOS and Android platforms
• Patient can also check for available home care services and register to avail them. Patients can book and meet doctors online through video calling feature
• App is developed for both Individual and corporate users
• Technology used in Angular, Kotlin, MVVM architecture, AWS Cloud Infra
• Negotiated contracts with clients for various services.
• Conducted regular meetings with clients to discuss their current requirements.
• Collaborated with stakeholders across departments to ensure high-quality customer service delivery.
• Advised senior management on best practices related to client relationship management.
• Served as an escalation point for unresolved customer issues or disputes.
• Conducted periodic reviews of client accounts for billing accuracy and compliance purposes.
• Generated monthly performance reports on key metrics such as sales volume, revenue growth.
• Mentored and internally promoted successful company sales and account management staff into leadership positions to drive company growth.
• Applicable Skills: Client Relationship management, IT Project Management, Agile Methodologies, Requirement analysis, Scope control and Change request Management, reporting and planning, Resource Management, Stakeholders Management.
• Developed and maintained relationships with clients to ensure customer satisfaction.
• Identified new business opportunities through research and analysis of client needs.
• Provided timely responses to customer inquiries, requests, and complaints.

• Worked with QBE Insurance as client as part of QBE’s Global Claims Transformation Program (BRILLIANT BASICS) is a global program to deliver digital claims management throughout QBE Asia in a new Operating Model
• Current project scope covers the Asia Pacific implementation (BRILLIANT BASICS-Asia) where the focus is on provision of an effective claims management system for Singapore, Hong Kong, Malaysia, Vietnam and Macau following User experience and Design thinking principles.
• Liaise with Product Owner/ business teams for their expectations on the product features, Triage and follow up the issues to closure with multiple application teams
• Planning for the whole year delivery and prioritizing all epics into Monthly Deliveries,Reviewing the risks and issues and track them to closure
• Tracking and reporting the sprint/project status in each phase to senior management and other program stakeholders during Steerco meetings
• Work with business to identify the gaps (and pain points) in business process, redesigning the optimized process and propose solution to stakeholders and aligning on the outcome
• Mentored and trained junior consultants on best practices for IT consulting.
• Lead cross-functional teams composed of both internal staff and external partners.
• Conducted client needs assessments, developing budgets and determining cost estimates based upon this information.
• Secured continuous project scope alignment with business objectives and made modifications to enhance effectiveness toward intended result.
• Streamlined operational efficiencies by creating employee schedules, managing payroll, controlling inventory, organizing appointments and executing project compliance procedures.

• Worked with AXA China Region Insurance Company as client in Hong Kong regional office for development of Sales illustration portal for regional team as aligned to the new Target Operating Model (TOM) and end to end regional printing solution for their GI and Life correspondences to end customer related to Product Benefits, NB, Endorsements, claims and Policy Schedules
• Requirement’s elicitation and analysis for Front end Portal in Pega Majorly in 3 components including eFNA, eBI and eApp
• Delivery of around 100+ correspondences using multiple channels including email, SMS and hard copy printing
• Delivery of solution for multiple countries of APAC region including Thailand, Singapore, Malaysia, Hong Kong, Indonesia. Co-ordination with multiple business entities for respective countries.
• Management of project teams for delivery of requirement gathering and analysis for multiple functions and user stories, setup the priority and design of the solution for each sprint and co-ordination between offshore and onsite teams for all deliverables
• Responsible for managing project cost, tracking delivery timelines and effort. Requirement’s analysis and prioritization, Solution Design, sprint delivery follow-up, Resource Management, Delivery and Co-ordination, UAT Support
• Created project plans and coordinated activities of cross-functional teams involved in the development of new systems or changes to existing ones.
• Prepared detailed reports on project status, results, risks and milestones achieved.
• Performed cost benefit analyses for proposed projects including ROI calculations.

• Worked with Royal Bank of Scotland as client in Gurgaon, India managing the offshore operations for the project leading Central Team.
• Project scope is identification of branches and accounts for divestment in phase 1 and their final cut-off and handover to Santander, UK in phase 2
• As part of central environment control team, we needed to co-ordinate and manage a large number of platforms (approx 150) for the release of their build in SIT/UAT/PROD
• Building up offshore team base, as part of central team in the large program, we are performing the activity of test environment control and as the project teams consists of many platforms, we are involved in the stakeholders’ management for client as well
• Applicable Skills:
• IT Project Management, Resource Management, Release and Environment Control, Stakeholder management
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• Developed and implemented project plans to ensure successful completion of projects within budget and timeline.
• Managed the daily operations of multiple offshore projects, including resource allocation, risk management and communication with stakeholders.
• Conducted stakeholder meetings to assess requirements and address customer concerns.
• Coordinated activities between vendors, contractors, suppliers and other stakeholders in order to meet project objectives on time and within budget.
• Provided guidance to team members on technical issues related to offshore development initiatives.
• Developed strategies for mitigating risks associated with offshore operations such as cost overruns or delays in delivery times.
• Collaborated with cross-functional teams across multiple departments in order to execute projects effectively.
• Submitted budget estimates, progress reports and cost tracking reports.

• Worked upon setting up an offshore team based on my experience in mainframe technology.
• The project is the development of new application for newly merged company John Middleton Co for the client Philip Morris, USA
• Received Client appreciation certificate for on time and within budget delivery of a critical module of the application.
• Promoted to Project Lead designation and received prestigious Keane Pin award.
• Responsibilities included requirement gathering with client, analysis, design and review of different components as part of application development using work-based structure and following whole project life cycle.
• Involved in distribution of the work to the team of 8-10 members at offshore and tracking all the phases of application development.
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• Developed and implemented project plans, schedules and budgets.
• Assigned tasks to team members and monitored progress.
• Communicated with stakeholders throughout the life cycle of projects.
• Ensured compliance with established policies, procedures and standards within the project scope.
• Facilitated communication among cross-functional teams in order to achieve deliverables on time.
• Reviewed technical documents such as design specifications, test plans, user manuals.
• Maintained accurate records of all project activities including changes, milestones achieved.
• Updated project plans based on changing objectives, specifications and staff availability.
• Developed and updated project plans to document objectives, technologies, schedules and funding.

• Worked as Module lead for Mainframe Technologies Development and support.
• Handled Payroll and HR applications for client BNSF Railroad Company.
• Created efficient algorithms to optimize existing systems.
• Performed unit testing on application components prior to release.
• Provided technical assistance to junior developers in debugging code.
• Resolved complex issues related to software applications quickly and effectively.
• Authored technical documents such as design specifications and user manuals.
• Implemented new features into existing software solutions.
• Investigated production issues reported by users and provided timely resolutions.
• Identified opportunities for process improvements to decrease in support calls.
• Coordinated system installations, testing and code corrections.

• Applied prescribed policies to programming syntax in compliance with internal language policies.
• Monitored equipment function to verify conformance with specifications.
• Modified existing software to correct errors, adapt to newly implemented hardware or upgrade interfaces.
• Coordinated testing and validation procedures through software development lifecycle.