Sajjad Shaikh
GLOBAL PMO, CLIENT ONBOARDING & TECHNICAL IMPLEMENTATION MANAGER
Mumbai,MH
Summary
Results-oriented Project Manager with over 12 years of experience in IT services and BFSI, specializing in client onboarding, technical implementation, and PMO governance. Successfully delivered large-scale transformation programs for Citi's Treasury & Trade Solutions (TTS) across Payments, Receivables, Liquidity, Cash Management, and FX, ensuring secure SWIFT, Host-to-Host, and API integration. Expertise includes UAT coordination, migration and cutover planning, issue and risk management, SLA compliance, and audit readiness. Developed governance dashboards using MS Project, Excel, Power BI, Jira, and SharePoint to enhance reporting transparency and streamline onboarding processes. A strong foundation in customer service, collections, technical support, and helpdesk management fosters a commitment to SLA discipline and client satisfaction while leveraging Agile (Scrum, Kanban, SAFe), Waterfall, ITIL, and Lean Six Sigma methodologies for continuous improvement.
Overview
18
18
years of professional experience
5
5
Certifications
Work History
Global PMO, Client Onboarding & Technical Implementation Manager – NAM TTS CCB (CITI)
Tata Consultancy Services (TCS)
04.2018 - Current
- Managed end-to-end onboarding and implementation for Citi Commercial Bank clients, covering scope, technical setup, testing, migration, and go-live.
- Delivered TTS services, including Payments, Receivables, Liquidity, FX, Reconciliation, and File-based Reporting.
- Integrated client systems via SWIFT, H2H, and API; validated formats (PAIN.001, MT101, BAI2, CAMT.053, ISO 20022), and secured SFTP, encryption, and signing.
- Coordinated UAT, regression testing, cutover/migration plans, and post-go-live support across ACH, RTGS, NEFT, SEPA, Wires.
- Built PMO governance frameworks – entitlement tracking, SLA/KPI monitoring, risk/issue/change logs, and audit compliance trackers.
- Created dashboards for MBR, PMR, using MS Project, Excel, Power BI, Jira, and SharePoint.
- Conducted stakeholder governance sessions, knowledge-sharing forums, and SOP updates.
- Key Skills: TTS Payments.| Receivables | Liquidity | FX |Cash Management.|Migration and Cutover.| UAT |Audit Readiness.| SWIFT | API | H2H |Risk Management.| Governance
PMO – Client Onboarding, Technical Implementation & Testing (CITI)
Tata Consultancy Services (TCS)
11.2016 - 03.2018
- Transitioned regional onboarding/testing teams into a centralized global support model enabling 24x5 TTS implementation coverage across NAM, EMEA, APAC.
- Standardized delivery operations with global KPIs, capacity planning, governance reporting.
- Built program dashboards in MS Project, Excel & Gantt for senior reviews.
- Developed automated SLA trackers, entitlement monitors, onboarding KPIs via Kanban/Agile metrics.
- Managed operational audits, playbook rollouts, and shift handovers aligned with ITIL standards.
- Maintained SharePoint SOPs & knowledge repositories.
- Key Skills: PMO Governance | SLA Compliance | Global Delivery | Agile | Kanban | Reporting Dashboards | Capacity Planning | ITIL
Test Lead – Citi KYC UAT
Tata Consultancy Services (TCS)
01.2015 - 10.2016
- Designed the end-to-end test lifecycle for Citi KYC (unit → UAT).
- Used Jira for backlog, defect triage, sprint tracking, and metrics.
- Maintained QA traceability and Confluence documentation for audit readiness.
- Key Skills: UAT.|Test Lifecycle Management.| Jira | Confluence |QA Governance.
Shift Lead – Citi KYC Helpdesk (Pilot Project)
Tata Consultancy Services (TCS)
03.2013 - 12.2014
- Built the Citi KYC Helpdesk from scratch (hiring, training, SOPs, SLAs, governance).
- Authored SOW, Risk Plan, and Operational Charter for pilot governance.
- Proactively supported KYC UAT by redeploying trained helpdesk staff to meet deadlines.
- Managed ticketing via ServiceNow; implemented Kanban dashboards to reduce turnaround time.
- Led post-pilot evaluation to finalize long-term KPIs, metrics, and governance.
- Key Skills: Helpdesk Management.|SLA Compliance.| ServiceNow |Risk Planning.|Knowledge Management.|Pilot Governance.
Sr. Customer Service Associate – Citi Mortgage
Tata Consultancy Services (TCS)
12.2011 - 02.2013
- Delivered mortgage servicing and customer query resolution with high CSAT and compliance.
- Mentored new hires, and maintained CRM data integrity.
- Key Skills: Customer Service.|SLA Compliance.| CRM | Mentoring
Sr. Customer Relationship Associate
Zenta Pvt Ltd
01.2011 - 11.2011
- Managed US collections & payment recovery, ensuring FDCPA compliance.
- Resolved disputes & maintained audit documentation.
- Key Skills: Collections Management | FDCPA Compliance | Dispute Resolution
Sr. Technical Support Engineer
CSS Corp (Vonage USA)
09.2009 - 12.2010
- Delivered Tier-2 VoIP technical support, including network/firmware escalation.
- Authored internal training docs & tech FAQs.
- Key Skills: Technical Support | Escalation Handling | VoIP | Training Documentation
Technical Support Executive
Sutherland (DELL Total Solutions Program)
09.2007 - 08.2009
- Delivered end-to-end technical support (OS, hardware, software).
- Drove cross-sell/upsell of accessories & service plans.
- Consistently ranked #1 seller, later promoted to Sales Coach.
- Mentored peers on technical + sales excellence.
- Key Skills: Technical Support | Cross-Sell / Upsell | Sales Coaching | SME
Education
MBA - Project Management
Dr. D. Y. Patil Vidyapeeth
Pune01-2024
Bachelor of Science - Hospitality & Hotel Administration
IHM
Chennai 04.2001 -
Skills
Project Tools: Jira, MS Project
Collaboration: Confluence, SharePoint, Microsoft Teams
ITSM Tools: ServiceNow
Reporting: SQL, Excel Dashboards, Power BI
Payments & Formats: SWIFT, H2H, API, PAIN001, MT101, CAMT053, BAI2, ISO20022
Payment Types: ACH, RTGS, NEFT, SEPA, Wires, Bulk Transfers
Frameworks: Agile, Scrum, SAFe, Waterfall, ITIL, Lean Six Sigma, DevOps
Strengths: TTS Implementation Client Delivery UAT & QA SLA Compliance Risk & Audit PMO Governance Software implementation Data migration Business analysis Requirements gathering I
Soft Skills: Cross-functional team leadership Stakeholder Communication Problem-Solving Analytical Thinking Adaptability Negotiation Team Mentoring Time Management Teamwork and collaboration Attention to Detail Organizational Skills Team building Multitasking Decision-making
Certification
ISTQB Certified Tester
Awards
Ideathon Award – 2024, Special Initiative Award – 2021, Employee of the Month – 2019, Service & Commitment Awards – 2014, 2016, 2021, #1 Stack Ranking – Citi Mortgage (2012–13), Dell Desktop Best Seller – Sutherland (2008–09), Launch Vehicle Fast Track Champion – Sutherland (2007–08)
Timeline
Global PMO, Client Onboarding & Technical Implementation Manager – NAM TTS CCB (CITI)
Tata Consultancy Services (TCS)
04.2018 - Current
PMO – Client Onboarding, Technical Implementation & Testing (CITI)
Tata Consultancy Services (TCS)
11.2016 - 03.2018
Test Lead – Citi KYC UAT
Tata Consultancy Services (TCS)
01.2015 - 10.2016
Shift Lead – Citi KYC Helpdesk (Pilot Project)
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 (Vonage USA)
09.2009 - 12.2010
Technical Support Executive
Sutherland (DELL Total Solutions Program)
09.2007 - 08.2009
Bachelor of Science - Hospitality & Hotel Administration
IHM
04.2001 -
MBA - Project Management
Dr. D. Y. Patil Vidyapeeth