Chennai, Tamil Nadu, India
Dynamic professional with over 20 years of diverse experience across Publishing, BPO, KPO, Banking, and Lean Six Sigma industries. Demonstrated ability in product management, operational strategy, and data stewardship, with a proven record of driving revenue growth and enhancing service delivery. Adept at managing complex projects and fostering relationships with global clients across the USA, Europe, and Asia Pacific. RELX Work Experience: Product Manager II, Salesforce - Effective January 2025 Promoted to lead product initiatives, focusing on enhancing customer engagement and optimizing product delivery. Senior Publishing Relations Manager - July 2023 - December 2024 Successfully managed relationships with key publishing partners, boosting stakeholder satisfaction and service quality. Data Steward - Aug 2021 - July 2023 Managed Rights & Permissions data sets, ensuring compliance and accuracy in information management. Solutions Architect - Itracks Software Solutions India Pvt. Ltd. | 1 Year Designed and implemented technology solutions to enhance operational efficiency and client satisfaction. Operations Manager - Integra Software Services Pvt. Ltd. | 1 Year Streamlined operations and enhanced service delivery through effective team leadership and project management. Business Transformation Consultant - BFSI Sector | 3+ Years Functioned as Transformation Coach, guiding Lean and Agile projects to redefine business processes and enhance performance. Subject Matter Expert – Scientific E-Publishing Services (Elsevier) 6+ Years Led B2B and B2C e-commerce initiatives, driving product ability and market penetration. Financial Analyst - Wachovia Bank Real Estate Financial Services | 3+ Years Analysed financial data and offered strategic insights to support business decision-making. Office Executive - Apex Manufacturing Industry | 2 Years Provided administrative support, contributing to operational efficiency and team collaboration. Skills & Abilities: Proficient in Microsoft Office Suite and various project management tools. Exceptional communicator with strong critical thinking skills. Committed to continuous learning and professional development. Proven ability to manage stress and adapt to changing environments. Specialties: •Project & Team Management •Service Delivery & Stakeholder Management •Coaching, Mentoring & Training •Product & Process Management; Continuous Improvement •Quality Assurance and SOP Management
Salesforce Roadmap planning | End to End secondary content product deliverables (Scopus) | New product funtionality enablement | GenAI & Agentic AI planning and capabilities via Salesforce | Strategic planning and execution via Wise Inititatives.
New responsibilities on Content & Data sourcing. Product owner of Salesforce BAU improvements on Licensing, Rights & Permission Data set, Conga etc. Planning & Manging the IT development Sprints via Jira Software Development Board. Setting the priority and planning the deliverables on a weekly basis. Mitigating the risk identified on the regular process and fixing it permanently. Accountability & driving the results as per the Business requirements on Salesforce enhancement. Focusing more on the OKR connected to the strategy for every year and aligning the goals accordingly. Technical assessment and suggestion on the development is pro-actively suggested via user story with clear process mapping. Collaborating with the Tech team and with the internal stakeholders to sustain the Business activity in a efficient manner.
Currently working as a Data Steward - Data Operations Functional group and taking care of Rights & Permissions Data Set which is newly integrated with sales force at the Month of March 2022. *Working on the enhancements of R&P data set. *Creating Reports on Salesforce, PowerBI, Tableau as per the business requirements. *Governing the data set and auditing the License Type selection based on the PowerBI transformation between sales force & DOAJ Public Dump. * Taking care of BAU Activities like Backfill, Amendment and all subprocess related to Data steward Team. *Part of SCM-BAU meeting and raised more than 15 Jira tickets in a year and implemented 60% of process improvements in Salesforce with regards to License/R&P.
Managing a software development team on Digital transformation, Application Development and providing Lean six sigma training and consulting to ITES/BPO/KPO industry and to Manufacturing industry.
Managing 7 teams with the team strength of 155. Taking care of Journal & Books Publishing online Digital Services of Europe, USA & Asia Pacific customers across the Globe.
Contracted with Jairus Consulting & Worked as a Business Transformation Consultant for major UAE clients in BFSI industry (On-shore & Off-shore). Driven many Yellow Belt Projects, Green Belt Projects for Aliz Islamic Bank, Oman Arab Bank & for Bank Dhofar. Expert in BPR, VSM workshop, Process Mapping and working towards the strategic plan of the industry. Worked on various Agile projects with Lean & Kanban Management Principles since 2010.
2010 - Executive Customer Support 2012 - Associate Team Leader 2014 - Designation Re-titled to Subject Matter Expert as per Global Alignment. Providing Online access to the Subscription for all the products and platforms enrolled by the customer through Elsevier. (Global Customer Support) – More than 60 products (SDOL, SCOPUS, ENGINEERING VILLAGE, LIFE SCIENCES, SCIVAL, E-BOOKS, MRW, TRANSACTIONAL ACCESS, etc.) Account Management for 60 products & more than 7000 customers - via IP Access, Remote, Athens, Shibboleth, self managed, Ticketed URL, Special access etc. Trouble-shooting the customer queries in-terms of access related issues. Handling Legal documents, Call Tracking, GLOBAL IN-BOUND & OUT-BOUND CALLS. End to End Process for B2B & B2C Customer including contract invoice management and complete payment posting. Continuous improvement specialist with lean six sigma principles applying on a daily basis. Identification of Improvement Needs; The Kaizen Approach; Management’s Role in Continual Improvement. RESPONSIBILITIES: Providing Training to the new recruits; mentoring all the team members at regular intervals. Managing the workflow of the team during my shift timings. Responsible for setting KPI for the team members at the beginning of the year. Responsible for updating the SOP on regular basis and cascading the information to the team members. Liaising with the “CENTER OF EXCELLENCE” Team with regards to the change in process procedure and for process improvement proposal. Creating SOP for the new products coming into the business at all times. Managing and ensuring the quarterly SOX comparison reports are completed in an accurate manner. Conducting Quarterly staff & Process reviews in conjunction with direct Manager. Identify and resolve/escalate issues and changes. Quality Check & Reconciliation Report for the team members has been handled from August 2014 to April 11th 2017.