Shashank R
Bengaluru,
Summary
Strategic Technical Program Manager and Customer Success Leader with a proven track record at Commonwealth Bank of Australia, driving end-to-end customer lifecycle success, and delivering outcomes across high-value programs. Experienced in orchestrating cross-functional resources, leveraging Agile delivery, and API-led integrations to ensure adoption, customer satisfaction, and seamless execution, ensuring successful outcomes. Skilled in nurturing and building strategic, long-term customer relationships, mitigating risks, and guiding enterprise accounts through success roadmaps from onboarding, provisioning, to implementation, renewal, and expansion. Passionate about becoming a trusted advisor, building scalable solutions, and enabling customer growth through outcome driven engagement.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Technical Program Manager
Commonwealth Bank of Australia
Bangalore
12.2020 - Current
- Orchestrated end-to-end customer success lifecycle for strategic payment system implementations, serving as primary contact for Leadership, Product Owners, Sales and other stakeholders.
- Facilitated Agile ceremonies and regular review check-ins to promote collaboration and efficiency among all the stakeholders, to align with customer goals, and identify adoption blockers early.
- Developed and maintained documentation of project plans, timelines, roadmaps, reports, checklist run sheets for programs in a systematic hierarchical structure, ensuring clarity for all the stakeholders and support reusability.
- Managed and implemented programs involving various initiatives in the payments space PaaS (Payments as a Service), achieving 100% on-time delivery.
- Delivered critical payment related programs, including domestic payment settlements on NPP platform, End-of-Day processing and SWIFT initiatives including International Payments Send/Receive, ensuring business continuity through complex APIs and micro services.
- Owned and managed client communications on program health and metrics to cultivate stakeholder trust and ensuring positive customer satisfaction.
- Performed comprehensive risk assessments, proactively identifying issues and implementing solutions to maintain 98% customer health scores.
- Implemented Zephyr Scale for Quality Assurance tracking, enhancing visibility into implementation progress and accelerating UAT sign-offs.
- Led Quarterly Business Reviews (QBRs) with leadership and stakeholders to analyze performance metrics, align on business goals and future roadmaps.
- Successfully realized a $2 Million Return on Investment (ROI) by optimizing strategic planning and executing process improvements that reduced operational overhead across various programs.
- Received positive CSR score, directly contributing to achieving the Australian industry benchmark of NPS+30 Net Promoter Score (NPS).
Program Delivery
Infosys
Bangalore
02.2018 - 11.2020
- Led quality team to deliver customer-critical project milestones on time and accuracy.
- Acted as customer advocate by analyzing integration issues, translating findings into actionable improvement recommendations.
- Conducted validation sessions for Web Services and API implementations, ensuring alignment with business requirements.
- Partnered with cross-functional teams to execute POC planning, gathering feedback for product enhancements.
- Developed automated test frameworks using Ready API, reducing defects by 40% through proactive measures.
- Created detailed documentation of workflows in Confluence and Wiki, accelerating onboarding and reducing escalations by 30%.
- Performed root cause analysis and troubleshooting for swift issue resolution in production environments.
- Successfully implemented the backend channel process across inventory and warehouse management for a pharmaceutical client.
- Established quality assurance standards across all program delivery facets.
Solution Delivery & Customer Support
Tata Consultancy Services
Chennai & Bangalore
02.2014 - 02.2018
- Supported customer account management system implementations through feasibility analysis and requirement gathering.
- Coordinated primary point of contact for customer data validation and account system testing.
- Conducted regular client coordination to provide daily project status updates and address risks.
- Developed virtualized services using CA LISA DevTest, reducing dependency on live systems by 60%.
- Prepared comprehensive test case documentation and estimated KPIs for automation projects.
- Maintained performance servers for NFT support, ensuring environments could handle production loads.
- Enhanced service implementations based on evolving requirements, fostering long-term customer success.
Education
Bachelor of Engineering - Computer Science
Visvesvaraya Technological University (VTU)
01-2013
Skills
Program & Project Management
- End-to-End Lifecycle Management
- Strategic Relationship Building
- Stakeholder Collaboration
- Customer Success Strategy
- ROI & Risk Analysis
- Agile Project Management
Tools & Platforms
- JIRA and Zephyr Scale
- Confluence and Wiki
- GitHub
- SQL and Excel
- Dashboard Monitoring & Logging
Functional & Domain Expertise
- Payment Systems Knowledge
- SWIFT
- Microservices Integration
- API Testing
- Implementation & Debugging
SDLC & Quality Assurance
- Software Development Lifecycle (SDLC)
- Automation & Testing Strategies
Accomplishments
• Delivered 100% on-time implementations with zero SLA breaches over 4+ years for critical payment programs at Commonwealth Bank.
• Orchestrated mission-critical settlement and End of day Processing systems across Engineering, QA, and Ops, ensuring seamless go-lives and business continuity.
• Accelerated UAT cycles by 30% and enhanced project transparency by implementing Zephyr Scale for data-driven quality tracking.
• Cultivated strategic relationships across 15+ teams, acting as a trusted advisor to influence product roadmaps and advocate for customer needs.
• Led Quality Engineering to achieve 95% customer satisfaction score and a 40% reduction in customer-impacting defects through proactive issue identification.
• Played a pivotal role in client deal negotiations, leveraging strong presentation skills to build stakeholder trust and secure partnerships.
• Orchestrated mission-critical settlement and End of day Processing systems across Engineering, QA, and Ops, ensuring seamless go-lives and business continuity.
• Accelerated UAT cycles by 30% and enhanced project transparency by implementing Zephyr Scale for data-driven quality tracking.
• Cultivated strategic relationships across 15+ teams, acting as a trusted advisor to influence product roadmaps and advocate for customer needs.
• Led Quality Engineering to achieve 95% customer satisfaction score and a 40% reduction in customer-impacting defects through proactive issue identification.
• Played a pivotal role in client deal negotiations, leveraging strong presentation skills to build stakeholder trust and secure partnerships.
Certification
• Certified Scrum Master (CSM), Scrum Alliance, 000480100
• ISTQB Certified Tester – Foundation Level
• AWS Certified Developer Associate (DVA-C02)
• ISTQB Certified Tester – Foundation Level
• AWS Certified Developer Associate (DVA-C02)
Languages
English (Professional), Hindi (Intermediate), Kannada (Native)
Affiliations
Photography, film-making and travelling
Upskilling on Brand buidling and Digital marketing
Upskilling on Brand buidling and Digital marketing
Timeline
Technical Program Manager
Commonwealth Bank of Australia
12.2020 - Current
Program Delivery
Infosys
02.2018 - 11.2020
Solution Delivery & Customer Support
Tata Consultancy Services
02.2014 - 02.2018
Bachelor of Engineering - Computer Science
Visvesvaraya Technological University (VTU)