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Business Relationship Manager at TCS

Summary

  • Accomplished professional offering 8+ years of focused global delivery experience in wide spectrum of key areas working for banking & financial services clients spanning across Retail, IB, PB & WM space.
  • Witnessed rapid growth within the organization owing to short learning curve, & thorough execution in challenging environments with excellent customer service record. 
  • Exemplary change agent with the ability to analyze issues, devise continuous process improvements and incorporate business process initiatives to increase efficiency, streamline operations and decrease aggregate expenses with limited resources.
  • Leverages exemplary communication and in-person meetings to establish presence and build a positive brand while fostering continuous client engagement.
  • Consistently identifies and accelerates strategic measures to strengthen performance with sustained operational results.
  • Adept at working effectively to achieve goals both as a cross-functional team member and individual contributor.
  • Successfully delivered large & complex projects for multiple BFSI clients.

Core Competencies

  • Strategic Planning    
  • IT Strategy 
  • Location Strategy
  • Vendor Strategy
  • Research & analysis
  • Global Program/ Project Management
  • Solution Selling
  • Management Consulting
  • Process Improvement via Governance framework(s)
  • Business Analysis
  • Service Delivery
  • Customer & Staff Relations
  • Presentation skills
  • Excellent Communication
  • Sales / Business development

Work History

May 2015Present

Business Relationship Manager 

Tata Consultancy Services - Leading Swiss Bank engagement

Role here is split into 2 key work buckets:

  1. Maintain/grow existing business by ensuring successful delivery of projects time & again, working closely with the delivery team
  2. Identify & harness new avenues for growth

Managed a $50mn+ portfolio in Risk & Finance space. Projects spanned across data management, calculations & reporting covering various regulatory & critical BoW for the bank. Teams spanned across IT & change functions globally.

Served as a key member of the executive team charged with formulating strategic direction and devising/driving business development initiatives consistent with overall strategy. 

  • Cultivated business partnerships, built a successful pipeline and created new sales opportunities thus driving account growth amidst sturdy competition. 
  • Strategically managed revenue generating endeavors, including the development of forecasts & pipeline strategies 
  • Utilized internal machinery to enhance and refine customer relationships and satisfaction
  • Leveraged finely honed communication and negotiations skills to foster new relationships
  • Implemented new sales strategy to recapture lost clients and grow sales of core customers.

Aug 2014Apr 2015

Service Manager

Tata Consultancy Services - Leading Swiss Bank engagement

Focussed on Risk IT portfolio for service delivery management function. Key responsibilities include:

  • Demand Management & Staffing 
  • KPI/SLA/Contract Management
  • Local escalation contact for delivery & operational issues
June 2013Sep 2014

Operational Level Agreements & Data Quality Manager

Tata Consultancy Services - Leading Swiss Bank engagement

Operational Level Agreements Manager:

  • Created & managed a sustainable framework for governing OLA's for CRO portfolio - Credit Risk & Market Risk systems
  • Executed the role in 3 phases:
    • Identified existing gaps,
    • Closed the gaps
    • Established a sustainable governance for OLA management for future BAU operations which is robust of upcoming changes.

Managing Change throughout the lifecycle of this initiative was key to its success

Data Quality Manager:

  • Proposed incorporating stronger measures in OLA's for improving Data Quality across all credit risk & market risk systems. This involves:
    • Analyzing current DQ coverage,
    • Recommending tactical & strategic changes to STC to improve DQ across Risk & Finance IT.
Jan 2014Sep 2014

Business Analysis Manager

Tata Consultancy Services - Leading Swiss Bank engagement

Managed a new IT BA layer in data management that's working on credit risk & market risk catering to the Feeds  development team & the risk analytics team. This team delivers monthly & quarterly releases. 

Aug 2013Oct 2014

Project Manager

Tata Consultancy Services - Leading Swiss Bank engagement

Managed an application development project which is used by the operations team for vendor management, operations, finance, onboarding/off boarding, contract management, reporting & finance management. This was an in house built application on DAP platform tailored to operations need of central COO team in India

Jul 2012May 2013

Engagement Manager

Tata Consultancy Services - Leading Canadian Bank engagement

Managed client relationship by acting as the main point of contact between client and vendor organisation.

  • Ensured the services delivered conform to what has been contractually agreed between client and vendor and monitoring the delivery of said services against agreed schedule, quality, scope and budget;
  • Managed resource planning and addressed resources performance issues;
  • managed the financial aspects of the contract (billing for services, following-up on payments etc.);
  • Acted as the escalation point when issues arise with vendor's resources / services and managing any dispute or conflict;
  • Reported internally within parent organisation on project performance (services delivery, progress, economics, etc.).
  • Liaised with clients and parent company legal during projects’ contract phases. Constructed, generated and reviewed contracts to ensure thoroughness and accuracy

Jun 2011Jun 2012

Project Manager

Tata Consultancy Services - Leading Canadian Bank engagement

Ensured delivery of the program by coordinating among various line of businesses for Technology & Business deliverable's. Balanced both side stakeholder interests and kept them in sync over time.

This also involves the BAU PM responsibilities of project planning, scope management, change management, finance management & time management.

  • Worked on multi-million dollar programs encompassing multiple LOBs, the scope spanning from regulatory to enhancements impacting bottom line.
Jan 2010May 2011

Project coordinator

Tata Consultancy Services - Leading canadian bank engagement

Primarily worked with the PM as an ally. Responsible  to keep the project and all related processes running smoothly. Coordinated activities, resources, equipment and information and brought to the attention of the project manager any coordination issues which could not be resolved

  •  Developed the initial project schedule as per Delivery Framework, making certain that all scheduling conflicts are resolved with routine updates with the project manager’s final approval
  • Risks & Issue management.
  • Change Management - Scope, Time & Cost
  • Project Finance Management
  • Miscellaneous project activities...
Oct 2008Dec 2010

Management Consulting 

Tata Consultancy Services - Leading US bank engagement

Executed a management framework specifically designed to address key challenges in areas like process, people & customer engagements due to large size and the steep growth of the account. Evaluated processes and procedures to make recommendations on efficiency and operational improvements that positively impact the bottom line.

The objective was to provide a stable & sustainable framework that would help in control/monitor various areas (delivery, value add, people, competency, operations etc..) & measure improvements in these areas in the relationship. Change Management being critical for each key area, it was important that this model adopted to & managed change in a smooth manner, which it did.  

As part of the exercise I was also closely driving the below 2 key areas at an account level to optimize throughput:

  • Knowledge Officer
    • Knowledge prime for Knowledge Management activities for an account focused in creation of domain/technology assets aligned to industry trend & customer need.
    • Improving effort savings through KM frameworks.
  • Competency Champion
    • Competency prime for Competency Management activities for an account involved in Identifying training needs of projects & arranging them in co-ordination with Corp. L&D.