Vishwanath Ray
Project Manager
Noida
Summary
Instrumental Project Delivery Manager bringing 10+ years of experience achieving ambitious goals in challenging IT environment. Diligent, forward-thinking and adaptable to dynamic company, customer, and project needs. Successful at motivating teams to meet demanding timelines. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
19
19
years of professional experience
6
6
Certifications
Work History
Project Delivery Manager
Deloitte
2 2022 - Current
- Spearheaded Setup of 2 E2E Agile & Scrum teams for Identity & Access Management (IAM) Portfolio from scratch which contributed majorly to annual billings of client
- Streamlined project processes by implementing Agile methodologies, resulting increased efficiency and reduced costs.
- Optimized resource allocation by regularly reviewing team capacity against workload requirements.
- Proposed, owned, and led development of Change Requests or PoC of Client’s IAM Platform which helped save client ~8000-man hours through automated reporting
- Led 2 cross-functional teams of 3 Product Owners, 10+ developers, 2 Architects, 6 Quality Analysts, 2 UI/UX designers, 1 automation engineer resulting in reduced time-to-market by 15%
- Successfully led quarterly prioritization and roadmap planning sessions, crafting features to align with IAM portfolio vision of onboarding new 15 Privileged Account Members (PAM) Applications every quarter
- Conducted multiple Agile training sessions to promote Agile practices
- Updated customers and senior leaders on progress and roadblocks.
- Worked closely with Process and Compliance teams to ensure alignment across all new process initiatives
- Oversee/Update documents and Training Materials as required by team
- Owned process to Identify Topics and Prepare Yearly Calendar for Brown Bag Sessions
- Identified Process improvements which benefited project performance
- Cultivated strong relationships with clients through regular communication and transparent reporting on project status updates, fostering trust and long-term partnerships.
- Implemented continuous improvement initiatives to identify areas of inefficiency in project delivery process and develop solutions for optimization.
- Developed comprehensive project plans that outlined scope, objectives, timelines, resources, and deliverables for successful execution.
- Enhanced customer satisfaction by consistently meeting or exceeding project delivery milestones and quality standards.
- Established clear communication channels for stakeholders, ensuring timely updates on project progress and issues resolution.
- Actively participated in post-project evaluations to identify opportunities for improvement in future deliveries.
- Reduced project risks through proactive risk identification, assessment, and mitigation strategies.
- Delivered projects on time and within budget by effectively managing resources, schedules, and stakeholder expectations.
- Fostered culture of continuous learning by regularly sharing lessons learned, best practices, and industry trends with team members and stakeholders.
- Mentored junior team members in best practices for project management, contributing to their professional growth and development within organization.
- Early identification of potential risks and work with team to find ways to mitigate them
- Produce regular Weekly, Monthly and Quarterly reports to monitor portfolio performance, provide insights and make recommendations to meet shareholder or customer goals.
- Managed change requests effectively to minimize impact on overall project timeline and budget without compromising quality.
- Collaborated with vendors and suppliers to negotiate contracts that resulted in cost savings without compromising quality or performance requirements.
- Managed change requests effectively to minimize impact on overall project timeline and budget without compromising quality
Service Delivery Leader
American Express
Gurgaon
7 2016 - 9 2019
- Motivate, coach and lead team of 3 Product Owners for Interactive Voice Response (IVR) product under Contact Capabilities Center to achieve organizational goals.
- Strategized Product Growth initiative of Self-Servicing of card members through IVR contributing to Organizational Goal of annual revenue savings by ~$11Mn.
- Managed 3 cross-functional teams of 15+ developers, 2 Architects, 6 Quality Analysts, 1 UI/UX designers, 2 database engineers.
- Improved Customer Satisfaction scores (CSAT) for Hong Kong market by gathering/reviewing customer feedback and implementing/redesigning menu options for IVR increasing CSAT scores from 26% to 85%.
- Invited as Guest Speaker for multiple teams like Global Business Integration Team, AMEX Technologies, Large and Middle Market Acquisitions and Account Developments teams, Global Corporate Payments Team, etc.
- Conducted performance evaluations for Product Owners for year-end appraisals.
- Led strategic initiatives aimed at expanding market reach through partnerships with complementary organizations or technology providers.
- Lead Key Portfolio Goals (Re-engineering, Self Service Rates, Abandon Rates, etc.).
- Generated repeat business by maintaining strong relationships with clients and consistently delivering high-quality services.
- Actively participated in yearly process of Vendor Contract Review Process.
- Produce regular Weekly, Monthly and Quarterly reports to monitor portfolio performance, provide insights and make recommendations to meet shareholder or customer goals.
- Developed and implemented key performance indicators to monitor progress and drive continuous improvement in service delivery processes.
- Created culture of accountability within team by setting performance targets, monitoring progress, and providing regular feedback on results achieved.
- Enhanced service delivery efficiency by implementing process improvements and streamlining workflows.
- Facilitated knowledge sharing sessions among team members to leverage their collective expertise in driving better service outcomes for clients.
- Reduced client complaints by proactively identifying potential issues and addressing them promptly.
- Championed adoption of new technologies to improve service delivery capabilities and increase operational efficiency.
- Managed client escalations effectively, resulting in quicker resolution times and improved customer satisfaction ratings.
Project Manager - Reengineering
American Express
05.2014 - 07.2016
- Acted as liaison between American Express Technologies and Business Partners/stakeholders to articulate and provide technical solutions to meet business requirements
- Continuously improved process and procedures of Debt Validation team through effective partnership with support teams resulting in reduction of 2 FTE (~$38000)
- Developed high-level project plans and ensured that scope and approach are fully understood by all stakeholders.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Provided detailed project status updates to stakeholders and executive management.
- Mentored junior team members in project management best practices to enhance their skills and contribute to better overall performance.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout engagement process.
- Ensured regulatory compliance by closely monitoring applicable laws and regulations within industry sector throughout each stage of project life cycle.
Project Manager – Corporate Client Onboarding
American Express
02.2012 - 04.2014
- Onboarded ~20 New Corporate Clients along with the Acquisitions and Account Development teams in India starting from Acquisition to training on American Express Digital Products Suite who had an annual revenue potential of $1M
- 100% Customer Satisfaction feedback received from 15 clients
- Managed Strategic and Tactical Implementation of New or Existing Corporate Accounts including Interfacing with key groups as appropriate
- Planned, designed, and scheduled phases for large projects.
- Elected as Product and Process Champion for the Regional Corporate Implementation Team – Japan, Asia Pacific and Australia.
- Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
Senior Business Analyst
American Express
08.2009 - 01.2012
- Responsible for overseeing issue resolution and facilitating closure of any technical or customer relationship issues
- Performed level 1 and 2 ANALYSES of issues to check and, raise it to other groups including backend tech teams to provide solution
- Conducted regular training and awareness sessions to ensure teams are consistently educated on policy requirements.
- Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.
- Collaborated with cross-functional teams, ensuring cohesive approach to business analysis.
- Improved project efficiency by analyzing business processes and identifying areas for improvement.
- Spearheaded change management efforts during major system implementations, minimizing disruptions to daily operations while maximizing employee buy-in for new processes.
Senior Access Management Analyst
American Express
12.2006 - 07.2009
- Successfully migrated 3800 Vendor Contractors from White Pages to Peoplesoft
- Contributed in Quarterly clean up exercise of access of all internal and external employees.
- Led operational and service delivery activities for Identity and Access Management (IAM) program, including but not limited to processing of requests to provision and de-provision access, facilitation of user lifecycle, monitoring of IAM technologies
- Identified and resolved problems through root cause analysis and research.
- Contributed in operational processes direction based on security and customer requirements.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Led ongoing improvement initiatives aimed at enhancing end-user experience, maximizing technology value, and strengthening security measures.
Quality Consultant
Hyper Quality
06.2006 - 11.2006
- Collaborated with cross-functional teams to develop new products that met or exceeded customer requirements and expectations.
- Championed a proactive approach to problem-solving, swiftly addressing any potential issues before they escalated into larger concerns affecting product integrity or customer perception.
- Improved product quality by implementing and monitoring rigorous quality control processes.
- Partnered with sales and marketing teams to gather customer feedback, translating this information into actionable insights for continuous product improvement.
- Enhanced customer satisfaction through timely resolution of complaints and implementation of corrective actions.
Senior Associate - Voice Process
Hero ITES
03.2005 - 06.2006
- Achieved daily target of 25 Inbound Customer calls per day with 100% quality and CSAT scores resulting in increased cross sales by 10%
- Trained and supported new team members, maintaining culture of collaboration.
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
Education
PGDITSM -
NMIMS
Delhi12.2024
BCA - Computer Applications
IGNOU
Malda, IndiaBA (Honors) - English
North Bengal University
Malda, IndiaSkills
Communications Management
Certification
SAFe Product Manager 4.6 – Training Completed – 2019
Timeline
Project Manager - Reengineering
American Express
05.2014 - 07.2016
Project Manager – Corporate Client Onboarding
American Express
02.2012 - 04.2014
Senior Business Analyst
American Express
08.2009 - 01.2012
Senior Access Management Analyst
American Express
12.2006 - 07.2009
Quality Consultant
Hyper Quality
06.2006 - 11.2006
Senior Associate - Voice Process
Hero ITES
03.2005 - 06.2006
Project Delivery Manager
Deloitte
2 2022 - Current
Service Delivery Leader
American Express
7 2016 - 9 2019
PGDITSM -
NMIMS
BCA - Computer Applications
IGNOU
BA (Honors) - English
North Bengal University
Work Availability
monday
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friday
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morning
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