Veera Sapta Pilla

Service Delivery Manager
Project Manager –

• Ensure the applications or software are up and running as expected.
• Ensured the SLAs are met in line with the agreed timelines.
  
• Effective problem Management analysis to conclude the RCA and implemented the permanent fixes.
  
• Prioritize the business impact fixes to be implemented based on MAUD (Mutually Agreed Upon Date).
  
• Report the incident, problem tickets trend to internal and external leadership on weekly, Monthly basis along with the best practices being adopted.
  

Transition Lead -

• As a Transition Lead, Ensure KT was on track and completed on time, Ensured Risk was highlighted on time with all the stakeholders through weekly and Monthly Governance.
  

Project Lead -

• As a Project Lead, ensure all the project deliverable were meeting the timelines.
  
• Ensure the stability of the applications while delivering the enhancements through meticulous strategy, Team work and focus.
  
• Ensure the continuous service improvement by providing ideas month on month to improve the efficiency, Saved time and Cost

• Handles the role of Scrum Master and organize the Scrum ceremonies in Agile methodology
• Synthesized current business intelligence data to produce reports and polished presentations, highlighting findings and recommending changes.
• Create and develop user stories based on business and systems requirements, define and elaborate user stories with validation and acceptance criteria
• Create test scenarios and analyze program results to ensure requirements are met
• Worked one-on-one with clients to improve requirement specifications.
• Worked with Scrum team to test and certify application features before deploying to production.
• Produced business requirements, master story list, sprint planning and design documents.
• Analyzed business requirements to understand business needs.
• Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
• Performed critical analysis on information consolidated from multiple sources, identified and resolved conflicts and broke down high-level information into detailed workable requirements.
• Supported leadership team with reporting, analysis and business presentations to inform divisional strategies.
• Interacted with internal customers to understand business needs and translate into requirements and project scope.
• Assessed impact of current business processes on users and stakeholders and evaluated potential areas for improvement.
• Met with stakeholders to establish favorable business relationships and support mutually beneficial interests.
• Surveyed clients to ascertain requirements and expectations for product.
• Executed analysis of risks and identified risk mitigation strategies.
• Conducted interviews with key business users to collect information on business processes and user requirements.

Achievements:

• Recognized by Leadership with awards for following and implementing the Organization Core Values and “All Rounder” award for overall performance
• Worked on IT-BPO automation and ideas and also participated in Ideation and Innovation initiatives
• Supported over 100 associates at various levels to setup systems for work from home (WFH), resolving connectivity issues during the Pandemicfor work from home (WFH), resolving connectivity mic

• Managing a desk size of 120 Associates along with Assistant Managers and Team Leaders.
• Creating reporting structure and publishing various MIS / Dashboard reports regularly to customers & leadership. Conducting data analysis / research and planning to bring efficiencies to the process.
• Devising and implementing various process metrics, thereby driving its continuous improvement using various techniques like Six Sigma & Lean.
• Performing audits on the operational desk to gauge the efficiency & productivity of the associates & other cross-functional departments.
• Steering finances, seat utilization of the process, drive cost efficiency as well as driving various cost efficiencies and other initiatives to meet the Business Profitability targets.
• Supervising the overall operations of the organization and other important functions such as HR, Quality, etc. to monitor certain critical activities viz. manpower planning, selection, induction, performance appraisal, review mechanism, training, etc.
• Conducting regular discussions with each team member regarding their performance in the team as well as to discuss any issues to be resolved.
• Interacting with clients through regular conference calls to review performance, discuss key issues and develop strategic initiatives, ensuring customer satisfaction and delight.
• Coach and Mentor new and probable team leaders and assistant managers.
• Identifying training needs for the team; organizing training programmes.
• Interacting with IT and Process Excellence team on regular basis to provide inputs on system development and enhancement. Helping in cost benefit analysis.
• Planning, implementing and managing strategic plans for the achievement of pre-determined operational targets and organizational objectives.
• Serving as an Escalation Point of Contact / Interface for the client/s.
• Defining escalation / response / resolution time for reported problems on the basis of criticality.

Achievements

• Successfully completed process due diligence and managed the Audit support process till the process moves to steady state
• Extended support during the hiring and resource planning for new Projects
• Recognized by client for transitioning & streamlining new complex processes

• Coordinate with internal and external customers as necessary
• Prepare daily workloads for staff and coordinating the daily allocation of work
• Generate & Publish inventory details as per customer requirements
• Prepare review and publish daily statistics and performance reports to the internal stakeholders and customer
• Responsible for making sure that any gaps in performance or quality are quickly identified and addressed
• Monitoring & Reporting on standards and performance targets. Arranging & chairing the weekly team meetings focussing on targets & achievements. Implementing new initiatives
• Work with project staff including Business Analysts and Development managers, QA staff and documentation writers to communicate functionality of the process and resolve issues
• Familiarize the team with the customer needs, specifications, design targets, the development process, design standards, techniques and tools to support task performance
• Initiate sub-groups or sub-teams as appropriate to resolve issues and perform tasks in parallel
• Ensure deliverables are prepared to satisfy the project requirements cost and schedule
• Work with functional managers to obtain necessary resources to support the team’s requirements
• Maintain healthy group dynamics & facilitate problem solving and collaboration
• Provide the team with a vision of the project objectives and Strive for the team consensus and win-win arrangements

Achievements:

• Successfully completed Onsite KT & Offshore KT for processes and also supported the Documentation exercise for the same
• Successfully completed transition of several new functions within Premium Audit process
• Received “Dronacharya Award” – Frontline leadership Award for twice in 2012 & 2013 for overall year-round best performance
• Extended support during hiring and resource planning for new projects

• Responsible for the Performance and Appraisal of 30 Team Members (Front Line Agents).
• Risk Mitigation Process for the Subordinate Lien provided to the Customers.
• Ensuring the Delivery of Basic SLA’s (Service Level Agreements) like Productivity, Accuracy (Quality) and Turn Around Time (TAT) to the LOB (Line of Business).
• Created reports and published various MIS / Dashboard regularly to customers & leadership.
• Performed data analysis / research and planned to bring efficiencies to the process.
• Managing Team functions such as resource planning, recruitment and performance appraisals
• Driving performance at all levels through strong data driven approach and visual dashboards
• Coaching, mentoring and monitoring the performance of team members to ensure efficiency in process operations and meeting individual and team targets
• Frequently interacting with the business partners through Weekly and monthly calls thus ensuring a good professional relationship is maintained throughout.
• Conducting regular monthly meets to discuss & rollout the objective and goals of the team for the month.

• Analyzing the policy information and completing the premium audit process.
• Sourcing policy information.
• Analyzing, identifying the missing information in a Policy.
• Completing the Premium Audit
• Resolving Customers issues (product related, billing etc.,)
• Checking Risk related to an Account.