Santhosh Ram R

Account Manager - Nextgen

Ford Credit Account Manager makes North America customers to conveniently manage their Ford Credit account online to make their payments, view their statements, set up auto pay, due date change and lot of self-services activities.

• Cultivated strong relationships with key stakeholders, fostering collaboration and communication for improved deliverables.
• Implemented the Quantum Platform Framework with a Micro Front End architecture, resulting in faster and more consistent deliverables.
• Engaged in all scrum ceremonies, contributing to discussions and actively seeking ways to enhance deliverables and optimize the customer experience.
• Proposed and demonstrated new ideas through proof-of-concept (POC) demos, highlighting potential business opportunities and customer value.
• Made a significant contribution to the successful launch of the Nextgen application, helping to deliver a valuable new service to customers
• Regularly collaborate with leaders and the product team to align on deliverables, priorities, and suggestions.
• Ensure our deliverables and priorities by aligning with Ford OS behaviors all times.

Achievements & Recongnitions:

• Received recognition from the VP of Ford Credit for my outstanding contributions to the Account Manager Nextgen Implementation.
• Implemented Automation Testing for Account Manager Nextgen.
• We received recognition from Ford Credit's CTO and Product Head for the impressive business demo we presented during their visits.

Backend for Front End(BFF) & Client-Context Normalizer(CCN)

• Built the backend layers for Ford Credit Account Manager Nextgen application by implementing all the security related service calls to invoke the Ford's domain system through graph layer
• Engaged with US team and Vendor team by handling the deliverables and scrum activities.
• Ensured the quality of deliverables from vendor by frequent checks and reviews.
• Improved the security, readiness, latency of the services for Web channel.
• Implemented all the Ford's policy and compliance items such as FOSSA, Checkmarx to the services.
• Hand-off the services to vendor team for support by knowledge transfer and process

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• Handling the deliverables and supporting the application as a front runner from offshore between two scrum teams
• Engaging with Product team for BRP and sprint ceremonies
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• Re-Engineering the existing tightly coupled application design from vendor side to improve scalability
• Enhancing the customer experience by often monitoring the delivered outcomes and call volumes.

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