SAJJAD SHAIKH
Project Manager
Mumbai
Summary
Experienced Project Manager with over 12 years in managing complex projects, client onboarding, and cross-functional teams within IT and financial sectors. Proven expertise in implementing strategic initiatives, driving transformational leadership, and optimizing processes for enhanced efficiency. Proficient in Agile, Waterfall, Lean, and Kanban methodologies. Fluent in English, Hindi, Marathi, and Urdu.
Overview
17
17
years of professional experience
7
7
Certifications
Work History
NAM TTS CCB Global Project/Implementation Manager (CITI)
Tata Consultancy Services (TCS)
Mumbai
04.2018 - Current
- Led implementation of all CCB deals, ensuring adherence to project management methodology and delivering end-to-end management of dedicated client portfolios, enhancing client onboarding experience.
- Oversaw all client onboarding activities, including standard, low complexity, and complex account openings, maintenance, and technical onboarding deals, ensuring alignment with client expectations and contractual obligations.
- Supported clients throughout the onboarding journey, addressing technical queries, setting up client profiles, and facilitating testing and migration to live production.
- Continuously optimized processes to reduce aging/cycle time by 15%, minimize deal slippage, and accelerate revenue conversion lead time.
- Managed relationships effectively with key clients and internal stakeholders, leading meetings and cross-organizational teams.
- Maintained solid relationships with key clients and internal stakeholders, managing regular client communication and serving as the escalation point for key clients and internal stakeholders.
PMO Client Onboarding Testing and Implementation (CITI)
Tata Consultancy Services (TCS)
Mumbai
11.2016 - 03.2018
- Led the transformation of regional testing and implementation operations into a global hub (GTH), developing and executing strategic globalization plans.
- Implemented tracking tools like the Training Tracker, Entitlement Tracker, and Team Versatility Report to monitor progress and align with objectives.
- Managed reporting mechanisms, such as the GTH Performance Trend, Shift Handover Report, and Daily Report of cross-regional support to enhance operational efficiency.
- Created and maintained Gantt charts and other visual project tracking tools to manage project timelines, track milestones, and allocate resources effectively.
- Managed non-GTH activities, including monthly billing of invoices, SLA configurator/Enterprise deck management, and monitoring outstanding invoice statuses.
- Managed administrative tasks, including employee allocation, training coordination, compliance activities, and execution tracker maintenance.
- Successfully tracked and reported on KPIs, including project timelines, costs, resource allocation, and quality control to ensure adherence to client expectations and project goals..
Test Lead (CITI KYC)
Tata Consultancy Services (TCS)
Mumbai
01.2015 - 10.2016
- Developed and implemented comprehensive test plans and strategies for the KYC (Know Your Customer) application, ensuring alignment with project objectives and timelines.
- Led the execution of functional, integration, regression, and user acceptance testing to ensure the quality and reliability of the KYC application.
- Managed the end-to-end testing process, including test case design, execution, and defect management, utilizing testing tools and methodologies to optimize efficiency.
- Collaborated with cross-functional teams to coordinate testing activities, mitigating risks and ensuring adherence to regulatory requirements.
- Prepared and presented test status reports, defect metrics, and progress to project stakeholders.
Shift Lead – Citi KYC Helpdesk Support
Tata Consultancy Services (TCS)
Mumbai
03.2013 - 12.2014
- Built and managed the Citi KYC Helpdesk operations from scratch, overseeing setup and documentation to ensure a successful live date.
- Created essential documentation, including the Statement of Work (SOW), Project Charter, KYC Compliance Plan, and Risk Management Plan, as foundational elements for effective operations.
- Led recruitment efforts to assemble a high-performing team and developed training programs to ensure proficiency in support processes.
- Managed day-to-day operations, including incident management, stakeholder communication, and customer support, to maintain service quality.
- Identified opportunities for process improvements and implemented solutions to enhance service levels.
- Oversaw the pilot launch, monitored its progress, and conducted post-pilot evaluations and reporting to assess outcomes.
Sr. Customer Service Associate (Citi Mortgage)
Tata Consultancy Services (TCS)
Mumbai
12.2011 - 02.2013
- Delivered high-quality customer service to mortgage clients, addressing inquiries and resolving issues promptly.
- Identified opportunities for upselling additional Citi products and services, contributing to revenue growth.
- Trained and mentored new team members to ensure consistent service delivery and high performance.
Sr. Customer Relationship Associate
Zenta Pvt Ltd
Mumbai
01.2011 - 11.2011
- Managed collections activities, negotiating payment plans and resolving customer inquiries and complaints.
- Maintained accurate records of customer interactions and payment statuses, ensuring compliance with regulatory requirements.
- Achieved top performance rankings through dedication and adherence to targets..
Sr. Technical Support Engineer
CSS Corp Pvt Ltd
Chennai
09.2009 - 12.2010
- Provided advanced technical support to Vonage USA customers, resolving complex hardware and software issues.
- Contributed to network maintenance and configuration, ensuring optimal performance and customer satisfaction.
- Trained new hires on best practices for technical support, improving team efficiency and service quality.
Technical Support Executive
Sutherland Global Services
Chennai
09.2007 - 08.2009
- Provided hardware and software troubleshooting for DELL desktops, delivering exceptional customer service.
- Led upselling initiatives for Dell products, consistently achieving or exceeding sales targets and recognized as a top performer.
- Awarded the SUTHERLAND LAUNCH VEHICLE fast track champion for outstanding contributions.
Education
MBA in Project Management - undefined
Dr. D. Y. Patil Vidyapeeth Centre
Pune, MHBSC in Hospitality and Hotel Administration - undefined
Institute of Hotel Management
Chennai, TNSkills
Microsoft Office
Microsoft Project
Microsoft Excel
PowerPoint
Microsoft Teams
JIRA
Agile
Project Management
Effective Communication
Negotiation
Problem-solving
Client Management
Leadership
Stakeholder Management
Strategic Planning
Cross-functional Team Leadership
Risk Management
Budgeting & Cost Control
Microsoft Office
Microsoft Project
Microsoft Excel
PowerPoint
JIRA
Microsoft Teams
Certification
Continuous Feedback Star Certificate
Accomplishments
- Appointed as Technical Implementation Manager in April 2018, leading key technical projects and driving successful implementations.
- Selected as PMO for the globalization of TTS testing and implementation in November 2016, establishing a centralized Global Testing and Implementation Hub.
- Transitioned to Test Lead for the Citi KYC project in January 2015, spearheading testing strategies to ensure project success.
- Handpicked by senior management as Shift Lead for the pilot Citi KYC Business Helpdesk project in March 2013.
- Designated as Team Coach in December 2012 for Citi Mortgage Process, leading training initiatives to improve service quality.
- Achieved #1 Stack Ranking for Citi Mortgage Process for FY 2012-13, showcasing consistent high performance.
- Appointed as Sales Coach in August 2008 for Dell Total Solutions, enhancing team performance and driving sales growth.
Awards
- Special Initiative Award (2021)
- Service & Commitment Award (2014, 2016, 2021)
- Citi Mortgage Top Performer (FY 2012-13)
- Dell Desktop Best Seller (FY 2008-09)
- Sutherland Launch Vehicle Fast Track Champion (FY 2007-08)
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Advanced (C1)
Urdu
Advanced (C1)
Arabic
Intermediate (B1)
Tamil
Elementary (A2)
Timeline
NAM TTS CCB Global Project/Implementation Manager (CITI)
Tata Consultancy Services (TCS)
04.2018 - Current
PMO Client Onboarding Testing and Implementation (CITI)
Tata Consultancy Services (TCS)
11.2016 - 03.2018
Test Lead (CITI KYC)
Tata Consultancy Services (TCS)
01.2015 - 10.2016
Shift Lead – Citi KYC Helpdesk Support
Tata Consultancy Services (TCS)
03.2013 - 12.2014
Sr. Customer Service Associate (Citi Mortgage)
Tata Consultancy Services (TCS)
12.2011 - 02.2013
Sr. Customer Relationship Associate
Zenta Pvt Ltd
01.2011 - 11.2011
Sr. Technical Support Engineer
CSS Corp Pvt Ltd
09.2009 - 12.2010
Technical Support Executive
Sutherland Global Services
09.2007 - 08.2009
MBA in Project Management - undefined
Dr. D. Y. Patil Vidyapeeth Centre
BSC in Hospitality and Hotel Administration - undefined
Institute of Hotel Management