Priti Bajpai
Service Delivery Manager/Project Manager
Ghaziabad
Summary
Data driven Manager with expertise in managing small to large-scale projects generating revenue over $250,000. Continuously worked to improve the efficiency and effectiveness of operations. Adept in overseeing the progress of operations, deploying digital technologies like Robotics, Machine Learning, Intelligent automation etc. by working with cross-functional global teams and monitoring cross-company projects. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
Work History
Service Delivery Manager
Conduent
Noida
01.2013 - Current
- Ensuring delivery is in line with operational requirements and aligned to our customers and business needs.
- Supporting technology partners to drive system improvements and the resolution of defects and incidents.
- Assisting with the production of relevant policy-related reports and adherence to compliance objectives.
- Acting as an internal consultant to enable and inform effective standards, processes, and controls.
- Resource Management, Contracting/Legal, Vendor Management, and Foremost expert in Project Management and Business Process Management (BPM).
- Partnering with stakeholders from initial conception and strategic planning sessions through successful execution and continuous improvement of both internal and client-facing projects. Hosting kickoffs and ongoing meetings to share updates with end client and stakeholders.
- Establishment of best practices, processes, systems, and policies including supporting SOPs, SLAs, and KPIs.
- Manage, coach, and mentor team members at various levels to build a cohesive, best-in-class project management function.
- Leading recruitment, selection, skills and competency assessment, performance management, certification, training, and career planning for the team.
- End-to-end project planning & management lifecycle: Scope, Schedule, Budget, Risks, Resources, Stakeholders, Communication, Quality, Procurement, and Change.
- Building and managing strong relationships with clients and stakeholders to foster strong cooperation, coordination, collaboration, and communication across the organization.
- Manage internal and client escalations and ensure overall success across all of the predetermined KPIs.
- Lead special projects and build business cases to introduce new enterprise services for Resource Management, Contracting/Legal, and Vendor Management.
- Providing regular performance feedback to individuals and updates to the senior leadership team.
- Continuously evaluate and analyze business operations, systems, processes, and performance data to identify new opportunities that will improve the efficiency and effectiveness of the organization in alignment with strategic business goals.
- Project and process risk identification and mitigation.
- Providing Team Leadership in the application of Lean & Six Sigma practices.
- Building Process Excellence and Digital culture in the team; Driving productivity and process improvement projects aligned with business initiatives.
- Supporting Transition teams in volume analysis, metric baselining, and target setting for new processes.
- Proven track record of driving transformation in client operations.
- Excellent interpersonal, facilitation, and presentation skills.
- Expertise in waterfall and agile methodologies of project management.
- Attended staff and client meetings and served as liaison to manage operations for account.
Team Lead
IGATE
Noida
07.2010 - 12.2012
- Implemented administrative processes as part of the transition team and became the front face for the client.
- Developed SOPs, Process flows and Checklists for processed and worked to stabilized the struggling areas of the newly transitioned processes.
- A remarkable achievement of the journey was to establish the struggling process of pension payments to achieve 99% quality within three months of my supervision.
- Minimized resource and time losses by addressing employee and process issues directly and implementing timely solutions and through green belt projects.
- Coached team members to gain efficiency to complete job tasks.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Managed schedules, accepted time off requests.
Team Developer
Hewitt
Noida
07.2007 - 07.2010
- U.S. Benefits administration career journey started with Hewitt as a team member working for Shared
Services Process. - This provided experience in the domain of defined benefits and defined contributions.
- Received promotion to a team developer role and became a part of the Centralized Audit Team for the various processes.
- Contributed in report and dashboard creation as an auditor.
Customer Service Representative
Intouch Solutions
Delhi
06.2006 - 06.2007
- The first job I did was with Intouch Solutions as a customer care representative for a telecommunication company.
- This was an inbound call center for post-paid users of the telecommunication company.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Received three promotions within an year from Prepaid CSR to Post Paid CSR to Silver line CSR handling high importance customer calls.
Education
MBA - Project Management
SMUDE
Sikkim 03.2015 - 08.2020
Skills
Operations support
Solutions development
Client relationship management
Training and coaching
Project Managment
People Management
Continuous Improvement
Stakeholder Management
Defined Benefits/Pension Administration
Certification
Scrum Master Certified (SMC) - The Knowledge Academy (18581)
Timeline
MBA - Project Management
SMUDE
03.2015 - 08.2020
Service Delivery Manager
Conduent
01.2013 - Current
Team Lead
IGATE
07.2010 - 12.2012
Team Developer
Hewitt
07.2007 - 07.2010
Customer Service Representative
Intouch Solutions
06.2006 - 06.2007