Roles & responsibilities:
Scope management:
▪ Collection of inputs from project stakeholders to define the project requirements
▪ Proactively managing scope to ensure that only what was agreed to is delivered, unless changes are approved through scope change
Project plan & schedule:
▪ Preparing and maintaining project schedule using MS Project
▪ Responsible for getting the project plan approved by project team & program manager
▪ Planning and organizing the project activities, including determining activity resource, activity duration & activity cost requirements
Change management:
▪ Managing and tracking all the project milestones and the change request within the project scope
▪ Ensure scope control and change management process and procedures are adhered to
Risk & Issue management:
▪ Performs management of the risks of the project, including the development of contingency plans
▪ Identifying, tracking, managing and resolving project issues
▪ Identifying, managing and mitigating project risk
Communication management:
▪ Coordination with technical managers and team members on project activities
▪ Communicating with other business centre managers and stakeholders on projects reporting and project updates
▪ Proactively disseminating project status and information to all stakeholders
▪ Producing project status report and forecasting
▪ Responsible for project completion & delivery and production of the lessons learnt report


General management:
▪ Resolution of conflicts within the project team or between the cross function divisions
▪ Responsible for project documentation (e.g. Project registry document and project plan)
▪ Directs and motivates the project team

Roles & responsibilities:
Process transition:
▪ Identifying critical success factors for the process to be off shored and defining the service level agreements for the ACIS team and getting sign off from the process owners, business process manager and all the stake holders
▪ Preparing and updating the project management plan, ensuring that it is in sync with the UK plan at all stages
▪ Managing process transition based on PRINCE 2 methodology
▪ Documenting process transfer & governance document for those processes to be transitioned during process transition at onsite location
▪ Process mapping the existing process using MS Visio, to be an input to the PTD
Project Management:
▪ Establishing effective project controls and procedures
▪ Approving changes within the agreed project scope, or referring them to the programme board
▪ Reporting project progress and recommending actions to the business sponsor and the programme board
▪ Assessing process viability by conducting UAT, capturing performance and buy-in
▪ Ensuring all impacts on the following areas are assessed:
Staff impacts - ensuring the involvement of Human Resources
Process change impacts - identifying and managing business process impacts
▪ Successfully delivering the project deliverables within the agreed schedule and cost objectives
Risk Management:
▪ Identifying risk and preparing action plan for mitigating or transferring the risk
▪ Evaluate if the identified risk is within the agreed threshold of the customer
▪ Cascading the risks identified to all the stake holders
▪ Maintaining a risk register to check the status of the risk identified
▪ Updating the new identified risks in the project or phase Risk log database
▪ Ensuring the involvement of the local business continuity co-coordinator to assess any potential impact
▪ Member of the Disaster Recovery and Business continuity team


Compliance and surveillance:
▪ Developing, maintaining and implementing the compliance monitoring plan and programme
▪ Monitors compliance activities, including policies and procedures, and training and education programs
▪ Conducting regular audits on various processes across ACIS
with respect to compliance and code of business conduct
▪ Documenting the TOR (Term of reference) with respect to individual process and issue of NCR (Non conformance report) if case of any non conformance to compliance issues
▪ Escalating issues to the management on non compliance and breach of company and FSA policies
▪ Conducting trainings for new employees on FSA & SOX policies and also training the existing staff on any new compliance policy

Roles & responsibilities:
▪ Managed a team of 20 members
▪ Effectively handled escalations and customer complaints
▪ Imparted product training to the new members and also to existing members
▪ Organised and conducted performance appraisals for the team members
▪ Handled performance development of Individuals and Team
▪ Designed and conducted process and product training for the team
▪ Worked on process improvement and identified training need improvement areas
▪ Helping the HR department with the recruitment and induction process
▪ Conducting quality check for the process and advising agents on the same
▪ Identifying Potential areas for enhancing Business volumes and maximizing customer satisfaction level