Shabbir Ali
Kolkata
Summary
Results-driven professional with over 18 years of experience in risk management, operations, and stakeholder engagement, including 4 years in Agile and Scrum methodologies. Certified Scrum Master (CSM) and Product Management expert with proficiency in SAFe 6.0, Kanban, and Scrumban frameworks. Demonstrated success in PI Planning, velocity and capacity planning, and driving continuous improvement across cross-functional teams. Recently completed advanced training in Generative AI, focusing on prompt engineering and no-code automation, while actively pursuing further education in Agile delivery and transformation.
Overview
18
18
years of professional experience
5
5
Certification
Work History
Service Governance & Insights Professional / Scrum Master/ CDM / Risk & Ops.
BT E-serv India Pvt Ltd
07.2015 - Current
- Agile & Scrum: SAFe 6.0, Scrum, Kanban, Scrumban, PI Planning, Velocity & Capacity Planning, Release.
- Planning Certified Scrum Master (CSM): Servant Leadership, Team Coaching, Impediment Removal.
- Product Management: Roadmap Planning, Stakeholder Engagement, Value Delivery.
- Contract & Risk Management: Governance, Compliance, Risk Mitigation.
- Financial Management: Budgeting, Forecasting, Variance Analysis, P&L Accountability.
- Resource & Cost Optimization: Allocation, Demand Planning, Inventory Reduction, High-Cost Resource Tracking.
- Operational Excellence: SLA Management, Process Streamlining, KPI Achievement.
- Reporting & Analytics: Dashboard Reporting, Trend Analysis, Forecast Accuracy, Monthly Dashboards.
- Access & Security: Account Creation/Deactivation, Compliance Documentation.
- Portfolio Management: Contract Health Monitoring, Strategic Alignment.
Master Collection Specialist
American Express
02.2013 - 04.2015
- Maximized recovery on cardmember accounts.
- Resolved complex payment issues for escalated and high-risk accounts.
Individual Contributor Operations
MetLife Global Operations Support Centre
02.2011 - 02.2013
- Maintained data, prepared monthly reports, and coordinated with US and global clients: Ensured accurate and timely reporting.
Customer Service Advisor
Aviva Life Insurance
10.2009 - 06.2010
- Delivered exceptional customer service and up-sold insurance products.
Customer Service Executive - Operations (Aviva International)
EXL Services
05.2007 - 06.2009
- Worked as a credit controller/Collection process for the insurance sector of the UK market B2B.
Education
Bachelor of Arts - Humanities (Hons) in History
Calcutta University
Kolkata07.2006
Diploma in Information Technology - Information Technology
NIIT
Kolkata04.2005
ICSE & ISC - Humanities
Dr Graham's Homes
Kalimpong04.2003
Skills
- Coaching & Mentoring
- Communication
- Relationship Building
- Jira
- Confluence
- OBIEE
- MS Excel
- Governance
- Contract Oversight
- Roadmap Planning
- Stakeholder Engagement
- Velocity
- Capacity
- Release Planning
- Servant Leadership
- Team Coaching
- SAFe 60
- Scrum
- Kanban
- Scrumban
Leading scrum meetings
Stakeholder management
Customer requirements analysis
Workflow Analysis
Meeting participation
Risk identification
Sprint planning
Team facilitation
Meeting facilitation
Backlog management
Effective customer communication
Software process management
Project management
Resource allocation
Scrum processes
Development team trainings
Agile best practices
Software development lifecycle
Presentation skills
Public speaking
Customer interaction
Requirements gathering
Certification
- Get Started with AI Prompt Engineering course (Microcredential), Scrum Alliance, 09/2025, Present
- Certified in Product Management Career Accelerator Program by Growth School, Skill India (NSDC), 09/2025, Present, Certified in Product Management Career Accelerator Program by Growth School, Bangalore, in collaboration with NSDC under the Skill India initiative. With Grade 'A'.
- Generative AI Mastermind, Outskill, 06/2025, Present
- AI for Scrum Masters (Microcredential), Scrum Alliance, 02/2025, Present, Certificate ID: 001645125
- Certified Scrum Master, Scrum Alliance, 05/2024, 05/2024, Certificate ID: 001645125 Certification Active through: 05/05/2026
Languages
- Bengali, Intermediate
- Hindi, Intermediate
- English, Fluent
Timeline
Service Governance & Insights Professional / Scrum Master/ CDM / Risk & Ops.
BT E-serv India Pvt Ltd
07.2015 - Current
Master Collection Specialist
American Express
02.2013 - 04.2015
Individual Contributor Operations
MetLife Global Operations Support Centre
02.2011 - 02.2013
Customer Service Advisor
Aviva Life Insurance
10.2009 - 06.2010
Customer Service Executive - Operations (Aviva International)
EXL Services
05.2007 - 06.2009
Bachelor of Arts - Humanities (Hons) in History
Calcutta University
Diploma in Information Technology - Information Technology
NIIT
ICSE & ISC - Humanities
Dr Graham's Homes