Manjula D
Chennai
Summary
Results-driven Project Management and Risk Management professional with 14+ years of experience across Insurance domain. Proven expertise in project governance, portfolio reporting, financial management, audits, and resource planning, with a strong track record of delivering projects through both Agile and Waterfall methodologies. Managing RAID logs, budgeting, and driving data-backed decision-making. Adept at stakeholder management, ensuring alignment, transparency, and successful project outcomes. Providing consultation on end-to-end quality assurance/ management & risk management support to the world’s leading Banking clients. Through strong QMS governance, assuring our client expectations as well their end customers’ requirements are met as expected.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Assistant Manager
Tata Consultancy Services Ltd
04.2012 - Current
- Working in Tata Consultancy Services as Project Management Team lead and Risk Management professional Apr 2020 – XXXXX
- Worked as a Process SME in Tata Consultancy Services in Insurance Domain -Period Apr 2013 to Mar 2020
- Worked as a Process associate in Tata Consultancy Services in Insurance Domain -Period Apr 2011 to Mar 2013
- List of expertise areas in PMO & risk management
- PMO Governance: Milestones, Compliance, Documentation Control
- Financials: Budget Forecasting, Cost Control, Invoice & PO Management
- Resource Planning: Capacity Planning, Workforce Allocation
- Methodologies: Agile & Waterfall
- Soft Skills: Leadership, Communication, Collaboration
- Risk Management Spoc
- Strong knowledge in Risk management to identify risks through efficient tracking mechanism and mitigate them
- Supports in designing the process structure from start to end through organisational transition mechanism and assure key service deliverables like process map, contract risk identification, adherence to customer policy/regulations and various other risk framework management at organisation level
- Contractual risks are mitigating through structured framework and review mechanism along with arriving risk scale and action plans
- Contractual commitments are tracked in a systemic way to assure clients expected deliverables are delivered as expected
- Periodical internal audits are conducted to ensure there is no gap in the process of governance and performance.
- Surprise audits are conducted to ensure accounts are in ready state as always
- Periodical project management reviews are conducted to motivate and improve the accounts and their performance.
- Strong Customer Satisfaction Survey management followed in the form of score prediction/avoid failure of survey missing by client to assure accounts getting CSI >90%
- Strong change management follows to assure no impact happens while making any significant changes in the accounts
- Transitions are governed through structured methodology to assure it met all the client expectations and moves to BAU smoothly without any issues.
- Involved in various types of transition starting from proposal to service delivery.
- Customer Appreciations are tracked and the same is converted to process improvements wherever possible
- Complaints are tracked and the same are converts to opportunity to improve the process performance wherever possible
- Planning and manage the day-to-day activities of the team
- Reviewing, prioritizing, and distributing daily work to meet deadlines and goals; monitoring work in progress making adjustments as needed
- Ensuring to follow compliance, procedures, policies, guidelines, encourage and motivate develop agent skill sets and manage personal development goals for the associates
- Giving feedback and training to staff; addressing scheduling issues
- Assisting the Operation Manager by maintenance of Service Level Agreements and Key Performance Indicators through effective team leadership
- Conducting feedback session on monthly, conducting appraisal to the team members half yearly
- Reviewing month end reconciliations and ensure they are prepared in accordance to defined guidelines/ standards
- Handling Clients queries and resolving with the service level agreement
- Completing daily Performance review and Convey the feedback to all associates
- Keeping the operation management updated of any developments relating to the performance of the team, updates received and queries from clients.
- Providing on the job training to new associates
- Client and Metrics management
- Ensuring the successful achievement of all key performance metrics and goals.
- Maintaining good staff relations through effective communication, leadership, discipline and motivation
- Measuring performance of the associates through scorecard and calibrating with individuals
- Conducting half yearly performance appraisals to the associates
- Keeping track on leaves availed by Advisors & update them with HR / leave policy
- Conducting daily huddle for the team to discuss on daily task, Organizational update, performance and process updates
- Ensure strict adherence to information security compliance
- Conduct Quality Audits for the Team on a regular basis
- Motivating and growing the innovative culture to the team
- Resolving queries raised by the Clients related to the process
- Providing a valuable service to the clients and ensure the team completes the BAU at a service level agreement
- Providing weekly ageing details to clients/management for review
- Attending Review Calls with Clients and handling Client escalations
- Tracking process changes as per the clients policy
- Building strong relationship with subject matter experts and communicating with them effectively in order to introduce process improvement and change projects in the organization
- Key achievements and other activities
- Prepared process manual for newly migrated process and got approved by clients
- Created various visual dashboards for process metrics basis clients requirement
- Preparing Weekly chargeback MIS Report and escalating to third Party bank to research and advice
- Updating and sending KPI for Management Purpose
- Ensuring monthly error tracker sent to management team
- Completing Root cause analysis with five why’s on Errors
- Preparing volume and ageing trend to show the forecast to the management
- Preparing and updating all Audit readiness documents (Entitlements, RCSA, and Control chart)
- Maintaining and Providing Payroll inputs for the entire Unit
- Calculating FTE save/Expense, Incentives, Holiday working, and Night shift allowance
- Preparing monthly write off file to clear the unresolved items
- Updating process manual and shared to management/client for approval
- Tracking the process change tracker and issue log tracker for escalations
- Preparing MBR deck, and scheduling Monthly Business review Meeting with the client.
- Creating CRs and getting approval from the various departments for changes happening in the SOW.
- Received Star performer of the month & Best Team award for best performance.
Financial Executive
Hewlett Packard
09.2010 - 10.2011
- To ensure the smooth production in the shop floor in multiple shifts.
- Invoice Processing, overheads, Send backs, Query handling, Record details regarding invoices in excel sheet, post verifying in sap tool, and then send the details to the respective agent.
- Team player with analytical and communication skills
Education
B.Com -
Ratan Kanwar Bhawarlal Gothi jain College
HSC -
PMR Matriculation Higher Sec School
Skills
- PMO Governance
- Milestones
- Compliance
- Documentation Control
- Budget Forecasting
- Cost Control
- Invoice Management
- PO Management
- Capacity Planning
- Workforce Allocation
- Agile
- Waterfall
- Leadership
- Communication
- Collaboration
- Risk Management
- Process Structure Design
- Contract Risk Identification
- Customer Policy Adherence
- Risk Framework Management
- Contractual Risk Mitigation
- Risk Scale Development
- Action Planning
- Systematic Tracking
- Internal Audits
- Surprise Audits
- Project Management Reviews
- Customer Satisfaction Survey Management
- Score Prediction
- Change Management
- Transition Management
- Service Delivery
- Process Improvement
- Complaint Management
Certification
- Certified Green Belt
- IQMS (Integrated Quality Management System, TCS benchmark tool for Quality)
Extracurricular Activities
Represented TCS corporate team in cricket Organized events for TCS purpose for life campaign Part of TCS maître club and initiated program for social cause
Disclaimer
I am undersigned, certifying that to the best of my knowledge and belief, these data correctly describe my qualification and me. I promise to abide by all the norms laid down by your esteemed organization.
Personal Information
- Date of Birth: 10/12/89
- Gender: Female
- Nationality: Indian
- Marital Status: Married
Languages
- Tamil
- English
- Tamil
Timeline
Assistant Manager
Tata Consultancy Services Ltd
04.2012 - Current
Financial Executive
Hewlett Packard
09.2010 - 10.2011
B.Com -
Ratan Kanwar Bhawarlal Gothi jain College
HSC -
PMR Matriculation Higher Sec School