Palak Grover
Digital Transformation Consultant
Mumbai
Summary
Dynamic professional with a proven track record in driving organizational change and optimizing processes to enhance efficiency and effectiveness. Expertise in leading cross-functional teams and fostering collaboration to address evolving business challenges while ensuring alignment with strategic objectives. Highly proficient in strategic planning, project management, and stakeholder engagement, consistently delivering impactful results that support organizational growth. Recognized for adaptability, reliability, and a steadfast commitment to achieving measurable outcomes, currently contributing as a senior business consultant for a prominent UK bank.
Overview
10
10
years of professional experience
5
5
Certifications
2
2
Languages
Work History
Digital Transformation Manager
Firstsource Solutions
05.2025 - Current
- Created detailed project plans, including timelines, milestones, resource requirements, and risk assessments, ensuring timely delivery of results.
- Developed innovative solutions with a focus on digital transformation, driving business growth and efficiency.
- Introduced data-driven decision-making processes throughout the organization, leading to more accurate forecasting and increased accountability.
- Collaborated with stakeholders to identify process bottlenecks and develop actionable solutions using lean methodologies.
- Improved Project's KPIs NPS by +7 Points and FCR by 3%
- Monitored project performance to identify areas of improvement and make adjustments.
Process Mining Consultant / Project Manager
Tata Consultancy Services
09.2023 - Current
- Currently working on transforming business operation for a leading European Bank-BNP Paribas in Corporate and investment banking: fund accounting, trade settlements, trade flow leveraging process mining
- Identified business improvement trends and increased operational efficiency by 25%
- Develop dashboards and reports to communicate findings to stakeholders.
- Present insights and recommendations in a clear and actionable manner.
- Improved the automation/STP rate by 10%
- Engage with various stakeholders, including management, IT teams, and end-users, to gather insights and ensure alignment.
- Adjust strategies and techniques based on evolving business needs and feedback.
- Assemble and lead a multidisciplinary project team, including data analysts, and data engineers
- Provide regular updates on project progress, issues, and risks.
- Track project progress against the plan, ensuring milestones and deadlines are met.
- Identify potential project risks and develop mitigation strategies and risk matrix.
Business Consultant
Tech Mahindra
08.2020 - 08.2023
- Lead and conducted in depth analysis of business performance versus business goals for a UK Telecom provider: TalkTalk
- Worked productively with Product Team to improve the order success rate by 20%
- Led transformation projects in billing and order-to-cash processes, reducing revenue leakage by 15%.
- Effectively improved automation rate by 7%
- Created 90+ process flows for telecom operations to enhance compliance and service delivery.
Senior Business Analyst
Tech Mahindra
06.2018 - 08.2020
- Conducted in-depth data analysis for leading telecom clients, identifying process inefficiencies and recommending solutions for US based telecom: AT&T
- Improved financial efficiency by 10%
- Implemented process mining tools to enhance decision-making and reduce operational costs.
Business Analyst
Tech Mahindra
07.2016 - 05.2018
- Conferring with project managers to define concepts and using enterprise-wide requirements definition and management systems during Daily Sprint meeting
- Driving and challenging the presumptions of business units on how will they successfully execute their plans using Pareto analysis, FMEA and focusing on CTQ
Education
MBA - Business Analytics
Institute of Technology and Management
Noida, India01-2020
Post Graduation - English Literature
Panjab University
Chandigarh, India01-2015
Bachelor of Computer Applications - undefined
Panjab University
Chandigarh, India01-2015
Skills
Business Process Improvement
Business process reengineering
Lean six sigma
Automation
Process Mining
Agentic AI
PowerApps Solutioning
Certification
Certified Celonis Solution Professional
Interests
Performing Theatre, Listening to Podcasts, Singing
Timeline
Digital Transformation Manager
Firstsource Solutions
05.2025 - Current
Process Mining Consultant / Project Manager
Tata Consultancy Services
09.2023 - Current
Business Consultant
Tech Mahindra
08.2020 - 08.2023
Senior Business Analyst
Tech Mahindra
06.2018 - 08.2020
Business Analyst
Tech Mahindra
07.2016 - 05.2018
Post Graduation - English Literature
Panjab University
Bachelor of Computer Applications - undefined
Panjab University
MBA - Business Analytics
Institute of Technology and Management