Dynamic program management professional with over 23 years of diverse experience in program, project, people, and customer service management. Expertise in strategic planning, risk management, and resource allocation drives successful outcomes while fostering collaboration and adaptability. Recognized for strong ability to optimize processes and align initiatives with organizational goals, ensuring efficiency and effectiveness. Creative thinker and quick learner, consistently delivering innovative solutions to complex challenges.
Hi, I’m
VINAY JAISWAL
Program Manager
Gurgaon
Summary
Overview
22
years of professional experience
10
Certificates
2
Languages
Work History
Ericsson
Program Manager
01.2025 - Current
Job overview
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Managed multiple strategic projects with numerous sub-projects or workstreams.
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Built teams to address project goals and objectives for multiple projects.
- Implemented risk management strategies to mitigate potential barriers to project success.
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
- Improved program efficiency by streamlining processes and implementing time-saving solutions.
- Championed best practices in project management, fostering a culture of continuous improvement.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Enhanced project visibility with regular status updates, leading to increased stakeholder engagement.
- Streamlined communication channels to facilitate efficient collaboration among team members and stakeholders.
- Optimized resource allocation, effectively balancing priorities and managing competing demands.
Ericsson Global India Private Limited
Customer IT Project Manager
09.2012 - 12.2024
Job overview
- Establish Project Plan Baseline: Define project scope, secure the necessary resources and plans and monitor all activities
- Drive Project Execution: Track project activities, monitor and handle changes, conflicts and escalations
- Handle Customer and Stakeholder Engagement: Manage customer relationship building confidence and trust, ensure project progress arranging meetings and customer events
- Manage project finance: Ensure financial system monitoring
- Develop the Business: Participate in contract preparation and to pre-sales meeting
- Develop the CPM Discipline: Simplify processes, methods and tools with innovative ideas
- Communication Management within projects
- End – to – end project Life Cycle Management
- Risk Management
- New business identification
- Business Transition: Instrumental towards new business transitioning from RNEA (Japan) & AMCs to India by making & presenting Business cases with respect to Competence availability, Economic Budgeting & IPCC Process Formulations
- Project Governance: Conducted regular review meetings with customer and providing feedback about service performance, to internal and external stakeholders and thereby managing customer expectations and perception in order to secure high customer satisfaction.
- Instrumental in implementation of a major turnkey project for Ericsson globally which were really critical for Ericsson’s strategy towards “Profitability +” initiative basically Remote Anywhere & MS Lync Implementation
- Achievements and Recognition:
- Ericsson “Power” award in Q2-2015 for extraordinary performance in achieving the targets that has proven value
- Enhanced customer satisfaction with timely deliveries, effective communication, and high-quality results.
- Developed project management roadmap to define project objectives, timelines and milestones.
- Coordinated with stakeholders to gather requirements and provide updates on progress throughout projects'' lifecycles.
- Developed project plans identifying key issues, approaches and performance metrics.
Ericsson Global India Limited
Shift Manager – ENOC FO
03.2011 - 08.2012
Job overview
- Managing NOC 24X7 environment & act as a mentor to the shift resources. Role is to handle the day to day operational challenges and ensure smooth operations and as per the contractagreements.
- Ensuring SLA Fulfillment related to Network Surveillance & 1st Level troubleshooting of the events taking place on the network
- Review of Performance Metrics for the shift resources and implementation of Corrective & Preventive actions if required
- Ensuring high motivation level of team resources
- Attrition Management
- Conducting Performance Appraisals
- Fulfillment of Balanced Scorecard / OPM parameters
- To suggest for corrective and preventive actions of security threats
- Customer Relationship Management
- Planning for and ensuring team members’ competence enhancement
- Managing a team of 30 resources with 2 Incident Managers
- Achievements and Recognition:
- Received “Rockstar Award” for exceptional performance for adding value to the Company above and beyond expectations & cost saving initiatives
- Have been actively involved in organizing Employee Engagement Activities (Organizational goal)
- Promoted a positive work environment through open communication and constructive feedback.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
Travelocity with HyperQuality Services Pvt. Ltd
Team Lead – Operations & Client Services
06.2007 - 03.2011
Job overview
- Lead and drive the KRAs, Mentoring and Project SLAs for North America Business for Travelocity
- Lead the team to provide highest level of operational support to the client facing team to ensure flawless client relationship.
- Subject Matter Expert - work with Quality Assurance (QA) team and continue to look for efficiencies operationally for organizational benefit
- Supervise Adhoc data capture request from client (marketing, customer segmentation, product, process)
- Have Expert Knowledge on the account (Process Knowledge, Billing, Projections, Concern areas and Challenges
- Create and host Quarterly Business Reviews with statistical analysis and performance improvement recommendations
- Maintaining Revenue/Gross Margins/Retention
- Internal Metrics Delivery
- Business Development
- Business Improvement Projects:
- Project on finding the ideal combination of objection and rebuttals to ensure a call is converted into a Sale and there by lead to an increase in the conversion.
- Initiated, designed and implemented a project, “Bucketization” on call monitoring that the client appreciated for the value out of it. The project also enabled HyperQuality to earn more revenue.
- Various projects on FCR, Superior Vendor/Leader/Agent Performance
- Initiated the process of capturing the Voice of Customer to provide direct feedback to theclients.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
HyperQuality Inc.
Business Quality Consultant
06.2005 - 05.2007
Job overview
- Audited the customer conversation calls, analyzed agents and provided online feedback to the U.S based agents
- Mentored new agents on the floor, helping them with feedback writing and evaluating voicemails
- Worked on multiple processes of Affinion and Results. Assisted in output generation and have handled the escalation process
- Achievements and Recognition
- Awarded as the “Employee of the Month” in HyperQuality in August 2006 & May2007
- Performed detailed data analysis to identify trends, uncovering opportunities for further enhancements in product quality or operational efficiencies.
- Assisted management in establishing long-term strategic goals related to overall product quality and customer satisfaction levels.
- Championed a proactive approach to problem-solving, swiftly addressing any potential issues before they escalated into larger concerns affecting product integrity or customer perception.
HERO ITES Pvt. India Ltd.
Quality Control Executive for LIVEBRIDGE
11.2003 - 12.2004
Job overview
- Mentored and monitored new agents on the floor
- Provided feedback to agents based in US from 42 sites
- Recognized as the Significant Contributor Leader in July 2009 & 2010
- Have received several accolades from the clients for stream lining the monthly targets, evaluation distribution and Business Reviews
Education
Faculty of Engineering & Technology, Raja Balwant Singh (R.B.S.) CollegeAgra, India
Bachelor of Engineering (B.E.) from Electronics & Communication Engineering
04.2001
University Overview
- Affiliated to Dr. Bhim Rao Ambedkar University, Agra
- GPA: 74.56 percent
Skills
Project Management
Certification
Seven Habits of Highly Effective People – Steven Covey
Interests
I am 43 years old and I love photography, traveling and sports
Timeline
Program Manager
Ericsson
01.2025 - Current
Customer IT Project Manager
Ericsson Global India Private Limited
09.2012 - 12.2024
Shift Manager – ENOC FO
Ericsson Global India Limited
03.2011 - 08.2012
Team Lead – Operations & Client Services
Travelocity with HyperQuality Services Pvt. Ltd
06.2007 - 03.2011
Business Quality Consultant
HyperQuality Inc.
06.2005 - 05.2007
Quality Control Executive for LIVEBRIDGE
HERO ITES Pvt. India Ltd.
11.2003 - 12.2004
Faculty of Engineering & Technology, Raja Balwant Singh (R.B.S.) College
Bachelor of Engineering (B.E.) from Electronics & Communication Engineering
04.2001
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)