PRIYANKA MALIK
New Delhi
Summary
Technical delivery manager with over 11 years of experience in leading enterprise technology initiatives across telecom, insurance, and CPG industries. Expertise in managing cross-functional teams, executing roadmaps, and ensuring stakeholder alignment through agile methodologies. Proven track record in delivering enterprise solutions utilizing Python, OCR, RPA, Power Platform, and GenAI, resulting in predictable delivery and measurable outcomes.
Overview
13
13
years of professional experience
Work History
Lean Digital Transformation Manager
Genpact
Noida
02.2025 - Current
- Led end-to-end delivery of multiple enterprise automation products across Order-to-Cash operations, managing delivery plans, milestones, scope, timelines and stakeholder expectations.
- Owned delivery governance for automation initiatives involving Python, OCR, Power Automate, RPA and GenAI solutions.
- Managed cross-functional delivery involving developers, business SMEs, operations teams and client stakeholders to ensure successful solution deployment.
- Led Scrum ceremonies including Sprint Planning, Daily Stand-ups, Backlog Refinement, Sprint Reviews, and Retrospectives to ensure predictable delivery and continuous improvement across cross-functional teams.
- Coordinated Agile delivery events across business stakeholders, development teams, QA, and operations, ensuring alignment on sprint goals, priorities, dependencies, and delivery timelines.
- Managed end-to-end sprint execution, tracking user stories, risks, blockers, and dependencies while driving timely resolution to maintain delivery momentum.
- Facilitated cross-functional delivery governance by bringing together internal teams, development partners, and client stakeholders to review progress, resolve impediments, and support informed decision-making.
- Acted as the primary delivery coordinator between business, operations, and engineering teams, ensuring smooth communication and successful execution of the delivery roadmap.
- Monitored sprint health and delivery metrics using Agile tracking tools (e.g., Jira), providing regular status updates, escalating risks, and ensuring delivery commitments were met.
- Facilitated Agile ceremonies including sprint planning, backlog refinement, stand-ups, retrospectives and release planning.
- Maintained delivery roadmaps, tracked milestones, managed RAID logs and proactively resolved delivery risks and dependencies.
- Coordinated UAT, deployment planning, production readiness and hypercare support for enterprise automation solutions.
- Managed delivery across multiple concurrent automation workstreams supporting global CPG clients.
Business Transformation Manager
Accenture
Noida
02.2022 - 02.2025
- Managed end-to-end delivery of intelligent automation initiatives across underwriting, claims and risk operations.
- Coordinated technology delivery across RPA developers, business analysts, QA teams and operations stakeholders.
- Managed project plans, delivery schedules, RAID logs and stakeholder communications.
- Led UAT planning, defect management and production rollout.
- Facilitated Agile delivery practices and continuous improvement initiatives.
- Ensured projects met delivery timelines, quality standards and business objectives.
Knowledge Management Specialist
Jones Lang Lassale
Gurugram
12.2019 - 02.2022
- Led delivery of knowledge management and reporting initiatives across cross-functional teams.
- Facilitated Agile ceremonies, tracked delivery progress, and managed risks and dependencies.
- Partnered with stakeholders to prioritize requirements and ensure timely project delivery.
- Developed Tableau dashboards and IBM Blueworks process maps to improve operational visibility.
- Drove continuous improvement and supported change management for enterprise initiatives.
Quality Analyst
British telecom
Gurugram
07.2015 - 11.2019
- Supported end-to-end service delivery for UK Telecom operations, ensuring adherence to quality standards, SLAs, and operational performance targets.
- Managed delivery governance through performance reviews, quality audits, risk identification, RCA, CAPA, and continuous improvement initiatives.
- Collaborated with cross-functional teams to resolve operational issues, remove delivery blockers, and improve customer experience.
- Facilitated calibration sessions with onshore and offshore stakeholders to standardize processes and ensure consistent service delivery.
- Built and maintained operational dashboards, performance scorecards, and KPI reporting to provide visibility into delivery health and business outcomes.
- Led Lean Six Sigma improvement projects that reduced Average Handling Time (AHT) by 90% and improved operational efficiency.
- Worked closely with operations managers to support resource planning, performance improvement, and delivery optimization initiatives.
- Applied structured problem-solving techniques including FMEA, Fishbone Analysis, Pareto Analysis, and Root Cause Analysis to improve process stability and delivery quality.
- Drove stakeholder engagement by presenting performance insights, recommendations, and project updates to leadership teams.
Customer Service Executive
IBM Daksh
Gurugram
10.2013 - 11.2014
- Delivered end-to-end customer support operations for a leading UK telecom provider, resolving complex issues across television services and PSTN (Public Switched Telephone Network) lines via inbound telephony.
- Compiled and analyzed weekly performance dashboards, leveraging insights to enhance service delivery, drive team productivity, and improve customer satisfaction (CSAT) metrics.
Education
PGD - Artificial Intelligence and Machine Learning
Indian Institute of Management
Kozhikode12.2022
Bachelor of Commerce -
Delhi University
New Delhi12.2013
Skills
- Project Management
- Agile Delivery
- Scrum Master
- SDLC
- Delivery Governance
- Sprint Planning
- Product Delivery
- UAT specialist
- Roadmap Planning
- Backlog Management
- Delivery Metrics
- RAID Management
- Dependency Management
- Risk Management
- Stakeholder Management
- Change Management
- Cross-functional Leadership
Accomplishments
- Delivered a transformation solution projected to generate $5.9M ROI over five years (2026-2030), supporting approximately 70 contractual FTE productivity commitments across the client organization.
- Delivered £2.3M annualized cost savings through finance transformation, process optimization, and operational excellence initiatives.
- Achieved a 90% reduction in Average Handling Time (AHT) through Lean Six Sigma-driven process redesign and workflow optimization.
- Enabled 2.95 FTE productivity gains through process standardization, automation, and continuous improvement initiatives.
- Designed and deployed a Python and OCR-based deduction validation solution for a leading global CPG client, generating 7.5 FTE savings, improving data accuracy, and accelerating processing timelines.
Websites, Portfolios and Profiles
priyanka-malik-94209915a
Timeline
Lean Digital Transformation Manager
Genpact
02.2025 - Current
Business Transformation Manager
Accenture
02.2022 - 02.2025
Knowledge Management Specialist
Jones Lang Lassale
12.2019 - 02.2022
Quality Analyst
British telecom
07.2015 - 11.2019
Customer Service Executive
IBM Daksh
10.2013 - 11.2014
PGD - Artificial Intelligence and Machine Learning
Indian Institute of Management
Bachelor of Commerce -
Delhi University