SANTOSH KUMAR

• Currently positioned as Application owner (Integration platforms) at SBIC for past 1 year, enabling external partners and internal applications.
• Led End to end Strategic Program management from ideation-to-implementation involving CRM & Integration systems.
• Led internal and vendor teams, managed deliverables and outcomes through multiple managed service providers as part of the design solution delivery.
• Established and maintained clear communication with business sponsors and Vertical IT Teams/CIO/CEO on progress and statuses.
• Led Proposal for myriad customer services initiatives from RFP to scoring e.g. Smart Knowledge Bot, Smart CRM, Data Archiving & various business initiatives.
• Led IT Strategy Management for better adoption of CRM & Integration platform by customer Services, marketing & operations.
• Identify opportunities in Service delivery for accelerating business needs & e.g. Redundant Architecture, Smart Monitoring.
• Participated multiple Enterprise Architecture initiatives for SBIC Integrated Data lake by carving data driven growth strategy & Robotics Platform.
• Governance manager to approve deliveries of entire CRMs.
• Innovation Champion by CEO for Instant Digital Multi-Carding to cut onboarding cost by 66.6 %
• Spot Award by CIO for Project 8 AM by enabling optimization of CRM BAU by 40%.
• Enabled & Delivered strategic programs for attaining bottom line results (Increased savings – 20+ Cr YOY, AHT Reduction – 20% through Smart CRM, Increased Insurance Income – 8+ Cr YOY, Increased Loan – 400+ Cr YOY)

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• Offshore Architect leading technical Solution Team of 10+ for Bay Area Toll Authority – Tolling CRM Solutions of Xerox.
• Responsible for Requirement gathering, Gap analysis & implementation of product functionality.
• Steered & participated in regular Cross Functional training sessions for knowledge management.
• Handled Integrated Project Management Systems for efforts logging, defect verification & validation.
• Governance Advisory for performance and best practice.

• Technical Liaison for Client (T-Systems-Hungary, J&J, Colt, AutoDesk) & Team of 7+ members.
• Involved in estimation of various new business requirements to derive the cost and setting up of the project plan for the same.
• Center of Excellence team member of CRM Division for presales opportunities.
• Technical Educator to help colleagues understanding/implementing the requirements and synch up with Global BU IT & BA to refine the requirements.
• Reviewer of solution deliverables prepared by team to ensure quality.
• Mentor for Team Members to understand multi facets of Siebel terminologies.

• POC for GE & Juniper Networks for Change Management.
• Team leader for module estimation, design and delivery of module.
• Key contributor for Application upgrade for BT for 100% resiliency.