SUMMARY

• Business technology management professional with 13 years of experience in Program and Project Management in Retail/CPG/FMCG, Banking and Airlines sector
• Led large - scale cross-functional projects varying from customer facing Digital modernization, Cloud migration, Product launches, Digital omni-channel Marketing and Loyalty, e-Commerce programs, Payments, HR HCM, Identity access management to Store/Branch implementations and back end modernization
• Performed leadership role in managing IT delivery-business partner relationships, strategizing technical future states and roadmaps, collaborating with internal IT and business teams and 3rd party vendors, providing overall management for concurrent multiple projects end to end (SAFe, Agile, Waterfall and Hybrid methodologies)
• Strong experience in leading projects related to web/mobile/kiosk application development, product UX design and development, and in enterprise wide ERP transformation (SAP, Salesforce CRM, Oracle) and SaaS environment
• Canadian National with MBA from York University, Toronto and work experience in Canada and UK
• Managed programs and projects with budget up to $50MM and cross functional team with size up to 100 spread across N. America, Europe and Asia
• Worked with internal stakeholders to align technology solutions with business strategies and facilitated stakeholder (internal) business planning and strategy meetings
• Participated in short- and long-term strategic planning sessions with clients to improve business processes
• Conducted steering committee meetings with business and IT executives (SVP, VP, Directors of multiple business and IT groups) to present weekly status report
• Presented the program status, risks and mitigation plan and clarifications in case of delays and budget issues
• Organized status meeting (scrum of scrums, stand-ups, project status meetings) with project teams (onsite/offshore) including 3rd party vendors, QA and build during each sprint/ stage of the project life cycle
• Tracked progress of projects while working with project managers and 3rd party vendor system owners and presented status, risk, issues and mitigation plan to program leadership committee (CIO office, SVP, Directors)
• Created KPIs metrices to be presented in client steering committee and PMO executives including budget, project timelines, ROI and objectives achieved for the strategic and regulatory projects
• Created business process to raise change requests (scope, budget, schedule) during execution, created templates for solution design and architecture documents in collaboration with Architecture board
• Worked with senior executives on budget forecasting and plan for the next year projects while gathering estimates from relevant IT teams and procurement
• Organized program increment planning meeting (each consisting of multiple sprints) with leads of each business and IT streams (ART) to create program solution roadmap
• Led creation of project plan, schedule and charter at program level with project managers including governance structure, roles, responsibilities
• Prepared business cases for the initiatives including analysis of business objectives/requirements, identifying high level solutions (technical and business process changes) and cost benefit analysis
• Coordinated with project team to ensure project deliverables (business requirements, User stories, Use cases, architecture design, test strategy, plan, deployment plan) encompassing full project life cycle are created
• Managed project scope changes and business demands by determining impact on budget, time and risks
• Organized workshops with multiple business teams to elicit business requirements, create user stories
• Organized solution design workshops with technical teams, reviewed solution design with architecture in architecture review board and engaged IT security team to appraise the solutions
• Collaborated with VP of development to define and plan new projects and roll out enterprise wide initiatives and created resource allocation plan while securing resources from Build, QA and Project Managers
• Performed vendor selection for IT software license/ services (SaaS, COTS), hardware by conducting interviews/demos and helped in creating RFP, SOWs, Service Level Agreements (SLAs)
• Interfaced with PMs and IT teams (data management, Security, Build and QA) to determine risks and project interdependencies (RAID log) and created mitigation plan for resolution
• Managed program budget (monthly spend, budget forecasts (EAC, ETC, Variance), timesheet approval and vendor payments) and provided weekly budget status to PMO and CIO
• Collaborated with change management team to create change management strategy and communications, to ensure the necessary level of awareness, training, support and engagement
• Reviewed test strategy and test plans with QA team, and organized defect triage calls to ensure defects are triaged and resolved within timelines during SIT, End to End testing and Business User testing (UAT)
• Coordinated with implementation teams in CRQ (Change Requests) for the go live and coordinated post-production testing making sure changes have been implemented successfully

PROFESSIONAL EXPERIENCE

Program Manager

Confidential

Responsibilities:

• Implemented new Loyalty Program for Confidential after acquisition of ‘Aeroplan’ (Air mile rewards program) across all digital platforms across redemption and revenue streams and in collaboration with Canadian Banks and travel agencies
• Launched new loyalty product - new mobile app, new website for points earning and redemption while enhancing existing website for revenue generation (booking tickets, vacations, shopping)
• New enrollment in collaboration with Canadian banks while launching new credit card product
• Collaborated with customer experience team, product team to generate user stories and UX designs to ensure seamless navigation on web/apps while booking flights, redeeming rewards and other customer centric features
• Led migration of legacy systems to AWS cloud based DBAAS (Digital Back end as a Service) and creation of micro-services to integrate with APIs from multiple IT 3rd party systems
• Managed inter-dependencies on multiple projects/programs including PSS (RESIII reservation system - Altea), Single sign-on, Air Rewards Shopping and Fulfillment, Frequent Flying program and Contact Centre
• Managed a budget of $50MM, created and tracked financial budget and presented weekly status to executives
• Led 6 scrum teams (Digital front end, DBAAS (Back end/AWS Cloud), Revenue flow, CICD Pipeline, DevOps, Security) in roadmap solution, PI (Program Increment) planning sessions along with ART (Agile Release Train) and ensured all PI deliverables are delivered on time

Program Manager

Confidential

Responsibilities:

• Managed delivery and implementation of new PC Insiders Payment Subscription program which covered free delivery of clothing, beauty-boutique, grocery pick up, and travel credit for its members
• Worked with POS SaaS, payment processing, fraud prevention and info-sec teams to be PCI compliant
• Implemented Identity Access management single sign on (OKTA) providing efficiency to end users across PC pavilions in Canadian stores to enroll new customers via mobile devices and tabs
• Collaborated with cross-functional business teams including Loyalty, Marketing, Credit Cards, PC Travel and Digital e-commerce to ensure multiple phases of program are delivered on time to cover 15 million members
• Managed a budget of $10MM with a team of 30 members across multiple locations (onsite, offshore)

Program Manager

Confidential

Responsibilities:

• Managed highly complex large-scale Customer facing Digital modernization programs with budget of $15MM
• Improved customer experience in Gift Registry, e-commerce and stores operation across all 5 banners including Hudsons’ Bay, Saks OFF 5th, Saks Fifth Avenue, Lord & Taylor and HomeOutfitters e-Commerce - Gift Registry (GR) - application development and launch of new omni-channel GR product
• Integrated GR with e-commerce website, Stores Operation, Fraud systems, Credit Cards, Supply chain, CRM, and backend IT systems to provide improved customer experience and UX design
• The new GR product led to increase in revenue by 20%
• Implemented of 400 new digital kiosks in-store across Canada and upgraded POS terminals and EPOS, and introduction of new Zebra device scanners
• Data migration from legacy to Salesforce CRM and Salesforce Marketing Cloud (SFMC) for email/mobile notification and integration with Adobe CQ5 CMS, OMS, WCS and creation of new APIs and microservices
• HRMS systems modernization - Cloud migration of HRMS using Oracle HCM and Infor WFM for payroll time & attendance, labour forecasting and HR processes for 100K employees across 5 banners in US and Canada
• Replaced 20 legacy systems (Ceridian, ADP, CHRIS, EBS and other Mainframe based legacy systems)
• Saved $250K while reviewing the Master agreement of delivery with implementation partners

Program Manager

Confidential

Responsibilities:

• Managed IT programs with budget ($3MM to $25MM) for PC Plus Mastercard Loyalty program, Digital Marketing, e-commerce businesses while maintaining partner relationships with senior executives and creating 3-year strategic IT capability roadmap
• Delivered PC Plus Mastercard Loyalty program for customer facing projects which provided individual personalized offers and loyalty reward points -
• Enhancements in PC Plus Mastercard to provide additional loyalty points on purchase
• Application development and enhancement of PC Plus loyalty application (interactive website, UX changes, promo codes, points donation) to provide personalised offers
• Implementation of Identity Access and Management system for 18 million loyalty members
• Migration of PC Plus email platform Exact Target (Salesforce Marketing Cloud) ensuring existing functionalities and CASL regulations are being covered for 18 million loyalty members
• Rolled out in-store self-serve digital loyalty kiosks to load personalized offers for PC Plus/Optimum
• Launched PC Plus mobile app, engaging 4.5 million users, increasing ratings from 2.4 to 4.4
• Led large scale Digital Marketing initiatives to deliver customer centric digital marketing programs -
• Call centre modernization (Salesforce CRM - SFDC) project which replaced existing legacy systems with newer technology platform (Genesys cloud) and integrated multiple call centres for 5 business units
• Marketing Operation modernization - cloud-based Resource Management tool (Workfront) for 500+ employee
• Migration of 13 Loblaw banner websites to Adobe CQ5 CMS platform and rebranding of all banner websites
• Integration of Hybris e-commerce platform with Loyalty systems (Salesforce CRM, FICO) to provide customized shopping experience, and ability to earn and redeem points (partial or full payments)
• Implementation of “Nutrition Fact Finder”, a SAP Hybris based web/mobile based solution on 13 Loblaw’s banner websites satisfying CFIA and Health Canada regulations
• Led initiatives for Health & Wellness business group -
• Led integration of Health & Wellness websites (Yourhealthmattershere.ca) and related services (dieticians, medical clinics, pharmacy services, optical) into 13 Loblaw banner websites for all Canadian stores
• Implemented ‘Dietitians Assistant tablet application’ enterprise wide in 200+ store dietitian section for better customer engagement
• Implemented “Nutrition Fact Finder”, a SAP Hybris based web/mobile based solution for Guiding Stars program on 13 Loblaw’s banner websites satisfying CFIA and Health Canada regulations