Siddharth Rai

Product: Loan Origination System

Platform: Salesforce

Profile Summary:

Leading a team of 9 members from the Capability, Control and Capability Maintenance team with an aim to reduce cost and dependency of external vendors and optimize the Underwriting journey.

Key Responsibilities:

Capability:

• Drive the capability team to identify and raise interventions in Loan Origination System and get them raised through Azure portal for development for reducing Loan processing time at the Underwriting Stage.
• Set up a call with IT department and discuss on the Project plan for the interventions raised and negotiate on the delivery timelines.
• Weekly call with IT team for monitoring the ongoing items.

Control:

• Get RCA details from control team members for API downtime and get the analysis published to the entire department.
• Monitor Audits on weekly basis.

Capability maintenance

• Ensure all the API's integrated in LOS are up and running with no to minimum downtime
• Monitor Vendor agreements and initiate renewal process for agreements which are due in next quarter.
• Get monthly invoices raised for all the vendors and get them approved from the concerned stakeholders and processed through SAP Ariba.
• Setup a call with Vendors on monthly basis for analysis on the last month's system performance.

Additional Activities:

• Prepare monthly deck for President and CEO Highlighting the Summary of Interventions from Centre of Excellence along with other counter parts.
• Showcase the impact of interventions on the TAT of the underwriting Journey.
• Present a cost saving projection sheet for all interventions where the dependency on internal tool has increased as compared to Vendor's.

Product: UpsideLMS

Category: Learning Management System

Accounts Handled:

• ISS World Services
• PhonePe
• TATA Projects
• Bira91
• ModelN
• MITPAN
• RFBT Inc.

Roles and Responsibilities

• Managing a SaaS based product during post sales period and for New Customer Onboarding.
• Implementation and delivery of product for new customers.
• Participate in SHO discussion.
• Project Plan preparation.
• Manage project risks, assumptions, issues, and dependencies.
• Managing Available resources and forecast effort and project tasks for upcoming quarter and calculation of effort variance for the past quarter
• Conducting Scrum Calls on Daily basis and defining agenda for Development resources and monitor roadblocks along with the ongoing tasks.
• Upgrading the client product as per new product releases.
• Planning QA activities and monitoring QA data for calculation of defect density.
• Raising Invoices.
• Managing Support resources in post-delivery phase.
• Be the SPOC for customer for delivery standpoint and maintain a CSAT score of 4.5 and above for implementation.
• Managing third party integrations for the customer
• Requirement gathering and solutioning.
• Getting solutioning document approved and managing the CR pipeline as per the priority.
• Discuss and review product roadmap with Product team.
• Planning and upgrading client instances for latest releases.
• Helping customer with product training with product resource allocation.

Senior Engineer (Nov’18- Sep’21)

Product: Wizdom 5.0 & Wizdom 7.0 Category: Learning Management System

Current Accounts:

· SBI Cards

· Dr. Reddy

· Special Olympics

· Physicians Reciprocal Insurer

· Edge Strategy

· Logical Operations

· Avaloq

· Toyota Kirloskar Motors

· PNB UNIV

· GAIL India

· BIAL

· Lead Change related calls for product. Requirement gathering and Analysis.

· Getting client approval and Responsible for creation of Business Requirement Document for Change inthe product. Creation of Reports and Dashboards for Analytics.

· Managing Stake holder’s expectations for deliverables.

· Work closely with the project team practicing the agile methodology to monitor the assignation and progress of development activity and responsible for functional QC before delivery.

· Creating sprints and assigning tasks to the tech team.

· Responsible for delivering functional training of product to different stakeholders.

· Conducting training sessions at different client locations for LMS system upgrades or demonstration ofvarious LMS modules.

· Be the first point of contact for business SPOC for any issue/bugs in the system. Issue replication, RCA documentation.

· Work closely with UAT before deployment of change requests or customization tasks.

· Handling a team of developers and UAT associates for project deployment.

· Creation of training plans from uploading of contents in the system to creation of training groups from existing user base and to ensuring the complete prerequisites are in order before content launch.

· Assisting clients in creation, assignation and launch of Instructor Led trainings and Virtual Classroom Trainings.

· Be the first point of contact for all the assigned stake holders for logging issues, replication of bugs anddriving them to closure with technical experts from development teams.

· Monitoring user database received through HRIS or SAP integration in LMS and checking logs for error codes.

Rewards and Recognition

· First in G-Cube to get a C-SAT 5/5 from GAIL India, one of the largest PSU in its space.

· Appreciation from BIAL for 100% SLA and support during COVID-19 lockdown.

· Lead New development from the initial stage till final delivery for Special Olympics and executed the same with 100% customer satisfaction generating a revenue of 1.5 Cr within 3 months of time span.

· Nominated by Physicians Reciprocal insurer to work from their New York’s office as a Business Analyst for G- Cube on their sponsorship. Unfortunately, VISA couldn’t be processed.

· Got the first C-SAT of 4.7 in 3 years from Dr. Reddy’s for G-Cube

Project: Deutsche Bank

· Responsible for working with the PMO team for process improvement supporting the Deutsche Bank.

· Being a part of the requirement gathering session and help the UAT team with testing various workflows of process defined by Deutsche bank internally.

· Creating documents for changes in the existing workflow and getting the same approved by the client before forwarding it to the development team.

· Handling a team of 20+ associates and providing feedbacks on weekly basis

· Training Graduate Engineering Trainees and Analyst on process knowledge and workflows.

· Assessing and evaluating performance of Analysts basis their performance with the number of successful UAT test cases and production bugs reported.

· Managing KRA calls with the client on weekly basis with discussion on Change requests received and their timeline.

· Publish monthly dashboards for requests received, in process and closed highlighting the productivity.

Achievements

· Known as the most productive resource across multiple support sites of Deutsche bank in India.

· Sole resource from Indian sites to lead change related discussion and resource planning with Deutsche Bank office of the U.S

Project: Symantec

· Responsible for handling Escalated Support calls for North America users of Symantec products.

· Moved to Escalation management after 6 months for handling escalated cases with maintaining a 90% CSATand SLA Target

· Representing team for weekly KRA calls with stakeholders along with AM’s and providing inputs toimprove customer success ratio.

Achievement

· Promoted to escalation management within 6 months.

· Represent team in weekly/monthly KRA calls.