Mohitosh Roy

Project Management and Strategy Development.

• Led 50+ projects end-to-end, from planning and risk management through to successful completion. Developed and implemented project strategies, ensuring on-time delivery, budget adherence, and stakeholder alignment.
• Coordinated cross-functional teams across Sales, IT, and Services, streamlining project workflows and improving delivery efficiency.

Key Project Initiatives.

• Tool Deployment & Rollout: Managed phased rollouts of new tools, supporting smooth adoption and minimizing disruptions across departments.
• Process Redesign: Overhauled internal processes, optimizing resource allocation, and reducing delivery timelines.
• Metrics Implementation: Established success metrics for Services teams, enhancing reporting accuracy and driving continuous improvement.
• Automation Initiatives: Led the automation of core processes, boosting productivity and cutting manual workloads by 30%.
• Customer Engagement Tracking: Launched initiatives to improve customer engagement post-implementation, increasing satisfaction and adoption rates.

Collaboration and Reporting.

• Worked with Sales to create tiered sales packages, resulting in more efficient project delivery. Collaborated with Business Intelligence teams to implement Power BI, Tableau, and Salesforce dashboards, ensuring real-time project visibility for leadership.

Platform Adoption Project.

• Spearheaded a high-impact project focused on client retention, onboarding improvement, and early adoption, collaborating with multiple stakeholders and introducing metrics that increased user engagement by 15%.

Agile Project Management.

• Utilized Agile tools (Salesforce, Jira, Confluence, Asana, and Smartsheet) to enhance project flexibility and optimize team collaboration.

Post-Merger Integration Projects.

• Led integration projects for three acquired entities, standardizing processes and aligning workflows within Genpact's operational framework. Coordinated with stakeholders to ensure smooth transitions, facilitated team training, and monitored KPIs for effective process integration.

Global Project Leadership Across 30+ Locations.

• Managed high-impact projects across 30+ locations, overseeing complex transitions impacting 65,000+ employees. Focused on aligning stakeholders, coordinating training, and ensuring adoption to meet project milestones.

Key initiatives included:

• Visitor Management System: Digitized visitor processes across all global sites, coordinating with sourcing, IT, and infrastructure. The system now supports over 300,000 monthly entries, with high adoption rates.
• Helpmate Chatbot System rolled out a new helpdesk system across 15+ India locations, impacting 50,000+ employees. Oversaw the project transition and trained teams to enhance support accessibility.
• Attendance Digitization: Transformed vendor attendance tracking for 5,000+ vendors, ensuring compliance with labor laws, and streamlining payroll processes.
• Room Booking System: Upgraded the room booking system across all Genpact locations, integrating advanced Zoom and IoT technology for seamless use.
• Crisis Management Software: Introduced a crisis reporting tool, conducting simulations and training to ensure team preparedness.

Operational Optimization.

• Designed and implemented frameworks for efficient project transitions and process adoption, resulting in reduced transition times and enhanced project goal alignment.
• Achieved significant cost savings and operational efficiency improvements for a 200,000+ sq. ft. Campus through strategic resource and budget management.

• Led a team of 35-40 agents, taking care of all aspects of team management lifecycle.
• Consistently exceeded key performance indicators (KPIs), such as Customer Experience, Resolution, Quality, and AHT