Balaji Balasundaram
Delivery Manager in Technology and Operations (BPS), Transitions Manager, SME in AML & KYC and Retail & Commercial Banking
Chennai
Summary
Accomplished Account Delivery Manager at Tata Consultancy Services, adept in service delivery management and stakeholder management, enhanced team productivity by 30%. Spearheaded a flagship Cloud Migration program, demonstrating exceptional problem-solving skills and a commitment to customer satisfaction. Proven track record in exceeding revenue targets and optimizing service level agreements.
Successful did Cloud Migration with proven expertise in managing delivery programs at large scale, expertly handling needs across India and Canada. Coordinates schedules, teams and resources to consistently meet customer demands and exceed expectations. Good contract management and quality assurance skills.
Overview
20
20
years of professional experience
3
3
years of post-secondary education
Work History
Account Delivery Manager
Tata Consultancy Services
Chennai
10.2015 - Current
- Delivery Manager for Data and Analytics for a leading Canadian Bank
- Handling a team of 300+ FTEs working for multiple critical projects both in Time and Material [T&M] and Fixed Price [FP]
- Managing projects budgets exceeding $20M, consistently delivering on time within budget
- Coordinate with 20+ Client Stakeholders on Project deliverables, Resourcing requirements, Change Requests, Business Reviews
- Headed the Cloud Migration program (On-prem to Cloud), which is a successful flagship program for the client
- Established a 3 Tier governance model [Strategic, Tactical and Operational] to enhance team productivity by 30%
- Ensured timely issue resolution through close monitoring of projects schedules and proactive engagement with relevant stakeholders.
- Streamlined communication between clients and internal teams for improved collaboration and project outcomes.
- Managed complex account portfolios, consistently meeting or exceeding revenue targets.
- Prioritized resources effectively across multiple accounts by assessing project requirements against available capacity.
- Monitored service level agreements, ensuring adherence to contractual obligations and maximizing client satisfaction levels.
- Implemented effective risk management strategies to minimize potential issues and maximize project success.
- Integrated new technologies and best practices to improve delivery management.
Transitions Manager
Tata Consultancy Services
Chennai
10.2015 - 01.2018
- Leveraged strong analytical skills to identify inefficiencies in existing processes and recommend solutions for optimization.
- Applied problem-solving abilities to address unforeseen challenges that arose during the course of transition projects effectively.
- Developed training materials tailored specifically towards each department''s unique needs which helped in streamlining the learning curve as they adapted to new systems.
- Led change management efforts by providing training, support, and guidance to affected employees throughout the transition process.
- Conducted post-transition assessments to identify areas for improvement and implement necessary adjustments for future projects.
- Collaborated with stakeholders to define objectives, scope, and deliverables for each transition project.
- Managed multiple simultaneous transitions, ensuring timely completion and minimal disruption to business operations.
- Developed comprehensive transition plans, outlining roles, responsibilities, timelines, and milestones for successful implementation.
- Provided regular status updates to senior leadership, highlighting progress, challenges, and key accomplishments during the transition period.
- Reduced downtime during organizational changes by efficiently coordinating cross-functional teams and resources.
- Cultivated relationships with key stakeholders across various departments to facilitate collaboration on strategic initiatives during transitional periods.
Transitions Manager
FLSmidth Private
Chennai
12.2013 - 09.2015
- Leveraged strong analytical skills to identify inefficiencies in existing processes and recommend solutions for optimization.
- Developed training materials tailored specifically towards each department''s unique needs which helped in streamlining the learning curve as they adapted to new systems.
- Maintained detailed documentation of all transition-related activities for future reference and knowledge transfer purposes.
- Identified potential risks and developed mitigation strategies to ensure smooth transitions with minimal impact on business continuity.
- Designed processes and systems supporting business needs before, during and after transitions.
- Partnered with business teams to understand needs and mitigate potential problems.
- Wrote, updated and maintained project documentation.
Team Leader /SME Team Leader
Royal Bank of Scotland, RBS
Chennai
07.2005 - 11.2013
- Successfully offshore the KYC operations from various delivery centres in United Kingdom
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Education
Bachelor of Commerce -
Madras University
Chennai, India 04.2000 - 03.2003
Skills
Service delivery management
Customer complaint handling
Cross-functional coordination
Delivery management
Stakeholder management
Service level agreements
Business analysis
Customer satisfaction monitoring
Stakeholder management
Timeline
Account Delivery Manager
Tata Consultancy Services
10.2015 - Current
Transitions Manager
Tata Consultancy Services
10.2015 - 01.2018
Transitions Manager
FLSmidth Private
12.2013 - 09.2015
Team Leader /SME Team Leader
Royal Bank of Scotland, RBS
07.2005 - 11.2013
Bachelor of Commerce -
Madras University
04.2000 - 03.2003
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