PRASAN AHUJA

Appointed by Integrated Wireless Solutions (IWS) as a Senior IT Project Manager to support their client, BCG’s Meetings & Events (M&E) function. Entrusted with consulting on and managing a portfolio of strategic 'Change the Business' initiatives, driving the transformation of Digital Service Delivery Operations while aligning processes and tools with BCG’s enterprise digital strategy.

Key Responsibilities:

• Developed and implemented a structured framework for long-term goal evaluation and strategic backlog management, enabling M&E leadership to prioritize and align future-state objectives with the team’s digital transformation roadmap.

• Drove Agile adoption across the Digital Service Delivery Team, introducing sprint ceremonies, backlog management processes, and Agile best practices. Facilitated cross-functional collaboration, conducted Agile workshops, and established biweekly sprint cadences, enhancing delivery efficiency for key transformation initiatives.

• Led end-to-end project management for the development of a Digital Knowledge Library for the Internal Event Management Tool, partnering with IT and business stakeholders to create a centralized knowledge repository. Drafted Project Requirements Documents (PRDs), managed project plans, and drove project communications, enhancing self-service capabilities and improving service delivery operations.

• Researched, designed, and piloted a comprehensive Data Governance Framework for the Meetings & Events Group, aligning with corporate data governance standards. Developed governance structure, processes, and guidelines to strengthen data integrity and compliance across digital service delivery.

• Co-managed the creation of a Digital Service Delivery Playbook & Client Engagement Toolkit, collaborating with cross-functional teams to design standardized project communications templates and develop a visual Service Delivery Timeline Tool. Enhanced operational transparency and improved client engagement by ensuring clear, consistent communication across the service lifecycle.

• Envisioned and re-engineered a complex Event Management Service Delivery Tool, working closely with Service Delivery Specialists to integrate advanced VBA automation for streamlined workflows and enhanced user experience. Introduced features like progressive disclosure UI, dynamic form controls, and auto-declutter capabilities, reducing manual effort and driving tool adoption. Documented a comprehensive Platform Architecture & Governance Framework Deck to guide future enhancements and ensure process continuity.

• Conducted functional reviews of four Excel/VBA-based Delegate & Housing Management Tools, identifying operational gaps and redesigning workflows to enhance efficiency. Authored detailed SOPs, facilitated knowledge transfer sessions, and provided user documentation to drive seamless adoption and operational continuity.

Joined Wunderman Studios (now Hogarth Studios) in November 2019 as Senior Team Lead - Marketing Operations and was promoted to Assistant Manager - Marketing Operations. In this capacity, I served as Project Lead within the client ecosystem.

As Project Lead for Wunderman Productions, a Service Delivery Unit (SDU) outsourced by Microsoft’s Global Demand Center, I led marketing operations, managing Corp-funded campaigns for Microsoft business groups.

Key responsibilities:

• Drove lead generation initiatives and identified new business opportunities to generate revenue and enhance profitability, while retaining key existing business and successfully onboarding new client accounts across multiple geographies.

• Drafted Business SOWs outlining Scope of Service, cost, and terms for new and renewed accounts. Evaluated work delivered across accounts to prepare monthly Proof-of-Execution reports for client invoicing. Entrusted with preparing quarterly Business Operations reports for senior leadership, providing visibility into financial performance, delivery metrics, and operational insights.

• Drafted comprehensive Project Charters, defining Scope of Service, Service Delivery Outcomes, Work Effort Estimates, Risk Assessment Reports, Change Control Processes, and Service Level Agreements (SLAs) to align with business objectives and client/stakeholder expectations.

• Led a cross-functional team of 10 professionals—including Service Delivery Specialists, QAs, and Team Leads—managing day-to-day operations across multiple geographies to ensure seamless operations and process compliance.

• Managed end-to-end delivery for multiple projects, covering both retained account structures and ad-hoc marketing initiatives for Microsoft business groups, ensuring on-time delivery, quality, and cost-efficiency.

• Partnered closely with Microsoft GDC’s Governance Committee to ensure full compliance with their Standard Operating Procedures and Platform Operations Guidelines, ensuring that all processes, technologies, and service delivery practices aligned with GDC requirements and Microsoft’s client engagement standards.

• Monitored service delivery operations across all client accounts, conducting regular and random quality audits to assess AHT (Average Handling Time), SLA adherence, delivery quality, and client engagement. Acted as the senior point of contact for internal and external escalations, improving service experience and strengthening client trust.

• Spearheaded continuous improvement initiatives, identifying process gaps and driving service excellence efforts from both Run the Business and Change the Business perspectives. These efforts contributed to a significant reduction in AHT and consistently maintained SLA compliance above 98%.

• Collaborated with internal developers to conceptualize and author Product Requirement Documents (PRDs) for the program’s CRM platform. This directly supported smoother client adoption and improved end-to-end service delivery efficiency through enhanced automation and process transparency.

Key Responsibilities:

• Delivered end-to-end digital event solutions as a trusted Product Consultant, leveraging deep expertise in CVENT’s Event Management Technology Suite to consult clients on best practices and implement tailored solutions across Event Agenda Management, Complex Registration Workflows, Air Travel Coordination, Post-Event Surveys, Meeting Requests, Budget Tracking, Seating Plans, On-site Check-in Solutions, and Advanced Event Reporting.

• Conducted routine User Acceptance Testing (UAT) across key CVENT functionalities to sharpen product expertise, enhance consultative sales capabilities, and optimize client experience through product enhancements and process improvements.

• Monitored recurring client event campaigns to identify potential upsell opportunities, preparing to consult clients on relevant solutions and seamlessly routing qualified leads to the Account Manager or Sales Team.

• Partnered with the Account Team to onboard new clients, facilitating platform training sessions and offering consultative support to guide clients through product adoption and best practices.

•Cultivated and nurtured long-standing client relationships through proactive consultative support, consistently exceeding service-level expectations and earning recognition for exceptional client satisfaction and service quality

• Shortlisted and certified as an official Process-Mentor under the department’s Mentorship Program. Successfully mentored new hires on process knowledge, product functionality, and client engagement best practices, accelerating their onboarding and go-live readiness as independent contributors.

Joined Genpact in August 2013 as a Process Associate and progressed to Process Developer. Later operated as Subject Matter Expert (SME), supporting AstraZeneca’s Travel & Expense and Procurement functions through SAP-Concur and SAP-Ariba platforms.

Key Responsibilities:

• Delivered Travel & Expense support using SAP-Concur, assisting AstraZeneca employees with expense reporting and travel claim processing for business trips and R&D work.

• Reconciled Corporate AMEX Accounts, identifying and escalating discrepancies to American Express Corporate Card Support for resolution.

• Created a Process FAQ Matrix to streamline Helpdesk operations, improving first-call resolution (FCR) and earning client recognition for driving process efficiency.

• Promoted to Process Developer, managing Procurement & P2P operations via SAP-Ariba, ensuring accurate PO, Invoice & GRN reconciliation and vendor account management.

• Partnered with AstraZeneca’s Invoice Processing Team, conducting fortnightly vendor reconciliations to maintain financial accuracy and supplier relationships.

• Played as SME/Acting Team Lead for Travel & Expense NAM Helpdesk, overseeing daily operations, managing a team of three, and ensuring service delivery and process compliance.

• Acted as Subject Matter Expert (SME), managing client escalations, mentoring new hires, and maintaining process documentation to ensure operational continuity.