Vipul Goel
Project Manager, Portfolio Manager, Customer Success, Change Manager, PMO, Robotics Process Automation, Gen AI, Agentic Automation, Business Transformation, Operations Excellence
Gurugram
Summary
Highly accomplished Program and Project Management leader with 20+ years of progressive leadership experience across global enterprises. Proven track record of driving multi-million-dollar programs, automation transformation, customer success, change management, and IT service excellence. Adept at executing enterprise-wide strategies, optimizing operational performance, and leading cross-functional teams to consistently deliver complex initiatives on time, within budget, and aligned with strategic goals.
Overview
21
21
years of professional experience
1
1
Language
Work History
RPA Head, AVP
AIS
10.2024 - Current
- Tools: UiPath, Automation Anywhere, Blue Prism, MS Power Automate, Jira
- Roles & Responsibilities
- Leading a team of 70 RPA developers, analysts, and architects.
- Ensuring timely delivery of complex RPA projects from inception to completion, ensuring adherence to project timelines, budgets, scope and quality standards.
- Identify and analyze business processes suitable for automation, developing RPA solutions that deliver significant value.
- Effectively communicate with stakeholders at all levels, building strong relationships and addressing their needs.
- Drive process optimization and innovation within the RPA team, exploring new technologies and best practices.
Delivery Lead, Customer Success
Automation Anywhere
06.2021 - 10.2024
- Tools: Automation Anywhere Products, Salesforce, JIRA, QUIP & MS Project
- Roles & Responsibilities
- To manage a portfolio of 150+ enterprise & strategic accounts across US & Canada worth $24mn
- Exceed annual growth target of 20% upsell year-on-year
- Generating revenue for the company by meeting adoption targets and upselling the products
- Aligning with key customer stakeholders to establish a stronger customer relationship management program (stakeholder mapping)
- Quickly understand the business problem stakeholders are planning to solve and gather metrics to gauge the progress in achieving their goals
- Work with internal cross-functional teams (product, sales, pre-sales, marketing, product marketing, support, etc.) to ensure customers’ issues/solutions are addressed
- Build strong relationships with customers and ensure they optimize the product or service to receive the highest return on investment.
- Act as an escalation point to drive problem resolutions in a timely and proactive manner
Senior Manager
Bank of America
08.2020 - 06.2021
- Project Title: India Data Localization & South Korea Regulatory Reporting
- Role: Project Manager
- Responsibilities
- Worked on project plans, defining test implementation approach, timelines, and milestones, co-ordinate environment readiness discussions with technology teams, resourcing, test scripts documentation and validation, etc.
- Work closely with the Front Office, Middle Office, Operations, Technology partners, and other support teams to manage end-to-end testing both internal and external for Global initiatives.
- Drive Defect management, and bug reporting through Jira, and Triage to assess the urgency and priority of fix.
- UAT governance/closure routines, publishing daily testing reports, running UAT calls, etc.
- Manage and execute deliverables specific to the APAC region as well as Global deliverables, with reporting both locally and into the Global Program
Senior Analyst
Bank of America
08.2018 - 07.2020
- Project Title: Oracle Cloud Implementation
- Tools used: Rally, ITSM, Oracle, MS Project
- Role: Project Manager
- Responsibilities
- Execution of end-to-end delivery
- Application Governance, standards, and best practices
- Tracking & monitoring the schedule
- Web application Infrastructure Management – ASP.NET (C#)
Senior Analyst
Bank of America
01.2016 - 01.2018
- Project Title: Local Ledger Decommissioning
- Tool Used: JIRA & MS Project
- Role: Project Manager
- Responsibilities
- Manage and maintain the exit phase of Local Ledgers
- Access Management and Reporting
- BCP Exercise, BRP/TRP/RSA documents
- Resource Utilization Metrics
Analyst
Bank of America
01.2012 - 01.2016
- Project Title: SAP & HANA implementation
- Role: Program Manager (Team Size: 12)
- Responsibilities
- Collaborate with cross-functional teams, architects, Developers and delivery managers to successfully implement programs and projects.
- Identify improvement areas and implement measures to maximize the customer satisfaction level.
- Preparing and presenting monthly business review deck (MBR)
- Develop and Execute process improvement strategies.
- Understand Issues & respond effectively.
Analyst
Bank of America – Operations Experience
01.2006 - 01.2012
- Operations Management
- Monitor the overall functioning of processes.
- Handled calibration sessions with the LOB along with managers/trainers.
- Demonstrate ability to multi-task and meet goals in time and resource constraints
- Team Operations
- Manage employees’ performance by providing suitable challenges/opportunities that unlock their potential.
- Develop a bottoms-up analysis to find out the utilization of the team weekly to ensure appropriate efficiency.
- Ability & urge to continuously learn, share information, and maintain effective working relationships within the team.
- Manage & encourage an open 2-way communication process, which is turned into informal feedback systems. Understands& responds effectively.
Sr. Sales Executive
TCPL Pvt. Ltd.
01.2005 - 01.2006
- Project: Generate Mortgage leads for Onshore Mortgage Institutions
- Role: Sr. Sales Executive
Education
Bachelor Of Accounting - Commerce
Delhi University
05.2005
Skills
Multi-functional expert, technically inclined and highly empowered professional with significant experience acquired over the years in diverse areas encompassing:
Project Management Methodologies, Strategic Business Roadmap Development, Planning & Vision for future projects/requirements, Technical Architecture, Portfolio Management, Business Transformation on IT platforms, Setting-up & Managing Mission-Critical IT Services, IT Operations with P&L Accountability, Issue Management, Risk Management, contract management, Change Management, Client & Stakeholder Management, Business Relationship Management, Capability Building and Team Management
Hold credentials for providing thought leadership, influence, and hands-on engagement to develop, direct & implement the innovation culture for technology solutions, resulting in best-in-class solutions that meet global customers’ needs
Core strengths in ITIL Process for improving IT Services entailing Continual Service Improvement, Problem Management, Service Operations, Service Transition and Service Design & Strategy Adept at coordinating with the team in laying ITIL processing for the engagement and assisting the team to leverage the ITIL framework for enhanced quality of delivery
Significant experience in setting up multi-functional Global teams; evolving best Practices & Governance; managing operational cycles in supporting Global contracts over multiple time zones; Execution of multi-location projects & programs in line with company strategy
Expertise in planning & setting up IT Applications & Infrastructure at the enterprise scale involving outsourcing tasks and timely completion of programs/projects across multiple platforms, systems & infrastructure
o Interface with top management for evolving strategic vision, driving change, infusing new ideas, and taking enterprise system performance and productivity to the next level
Agility in dealing with real-time decisions in a technical/operational economic discipline, creating internal/external alliances, managing stakeholders, leading & aligning teams towards corporate goals with conflicting priorities
Proficient in IT Process Management, Project Scoping, Time, Cost, Risk, Issue, Change, and configuration Management
Contributed to transition activities including planning, definition/implementation of processes/roles, governance, acceptance criteria, and financials
Steered efforts for driving engagements served as the lead professional and providing project management guidance to other project managers along with coaching employees on best practices
o An effective leader with proven abilities in leading large multi-functional teams, guiding team members through organizational changes and enabling knowledge sharing among teams
Collaborate with cross-functional teams, architects, Developers and delivery managers to successfully implement programs and projects
Identify, assess, and mitigate risks associated with the project(s), ensuring that security, compliance, and governance requirements are met
Interests
Playing Chess
Awards
Consistently over-achieving the portfolio growth target of 20% (approx. $4mn), Project managed the implementation of SAP HANA and got recognized/awarded for flawless migration., Program Managed the world’s largest SAP implementation program at Bank of America., HANA implementation and enhanced reporting (2015 – 2017) projects completed 100% within time and budget., SAP Technology implementation project (2011- 2015) - Completed the SAP implementation Program within time, scope and budget., Received multiple awards for consistently overachieving targets without any production issues in a row for two years., Certified Six Sigma Green Belt and have supported multiple Yellow belt projects., Successfully migrated a process from onshore., Grown business 100% by setting up a mirror site in Hyderabad.
Timeline
RPA Head, AVP
AIS
10.2024 - Current
Delivery Lead, Customer Success
Automation Anywhere
06.2021 - 10.2024
Senior Manager
Bank of America
08.2020 - 06.2021
Senior Analyst
Bank of America
08.2018 - 07.2020
Senior Analyst
Bank of America
01.2016 - 01.2018
Analyst
Bank of America
01.2012 - 01.2016
Analyst
Bank of America – Operations Experience
01.2006 - 01.2012
Sr. Sales Executive
TCPL Pvt. Ltd.
01.2005 - 01.2006
Bachelor Of Accounting - Commerce
Delhi University