ERP/ SAP Program Manager with over 18 years of expertise delivering complex projects.

Employer : Commonwealth Bank Australia           Feb 2015 – Till Date  
Client: Commonwealth Bank                                      Industry: Financial Services
The Commonwealth Bank of Australia is an Australian multinational bank with businesses across New Zealand, Fiji, Asia, USA and the United Kingdom. The Commonwealth Bank is the largest Australian listed company on the Australian Securities Exchange as of December 2014


Designation: SAP Operations Specialist
Role: CEM Operations Lead

• Manages the outcomes of the operational delivery for CRM Business User Experience within the

Bank. The role is accountable for ensuring operational standards and processes are met by our service providers – regardless of their sourcing (internal/external).

•  Establishes primary conduit for operational delivery governance of CRM in Problem and Data Management space and CRM Operations team interface to internal business users.
• Accountable for Operational delivery, Analysis of CRM and the associated products, CRM related Problem management, Service improvement, and Business user experience improvement and prioritization analysis of business priority for Incidents and Problems managed by the CRM Operations team which are related to CRM.
• Assessed, Planned, Build, Launched, Organized, Established and Streamlined, first of its kind DevOps support model in the financial services industry for newly introduced Opportunity Management system.

Role: Future of Advice Model (WM) Design Specialist, 8 Months

• Engaged Solution Architects and business process specialists in Wealth Management application

groups to understand the current state and constraints for defining the future state architecture of the applications & related interfaces.

• Identify requirements for new infrastructure, opportunities for consolidation of efforts and  allow

early assessment of potential architectural impact resulting from business investments.

• Assess and analyze Wealth Management business requirements, current state environment and

Wealth Management technology choices to evaluate solution alternatives that meet business sponsor needs.

• Collaborate with Data Architecture, Security Architecture, Infrastructure SME’s and project teams

to ensure that all aspects of the Wealth Management architecture are defined and elaborated in alignment to priorities and needed viewpoints.
Role: Architecture & Design Governance, 9 Months

• Review detailed designs in order to ensure compliance with defined guidelines in concordance with

RBS, BB and WM defined architecture principles.

• Present project solution to different stakeholders and certification boards, including the

Architecture Review Board, Change Review Forum as needed.

• Manage the application portfolio in terms of technology currency, business agility, technology

evolution, business fit, opportunities to improve efficiencies and TCO.

• Support the platform convergence plan and integrated Digital strategy roadmap, providing input

from an architecture maintenance, renewal and operations perspective.
Employer : EOH, South Africa                         Aug 14 – Jan 2015

Client: City of Cape Town                                            Industry: Social Services
Cape Town is the second-most populous city in South Africa, and the provincial capital and primate city of the Western Cape. As the seat of the National Parliament, it is also the legislative capital of the country.


Designation: BCM Consultant
Role: Architect – Multichannel Citizen Services, 6 Months

• Submitted a Convergence Design for the Transformation of City of Cape Town Business Process

for making a World's First, Centrally located, Multi-channel Citizens Contact Centre dealing with all the Social Care, Social Services and Social Security requests.

• Delivered a POC for Citizen Connect App (build on HTML5/ CRMUI5), using HTTPS (HTML/ OData

services) on CRM NW Gateway (CRM Fiori system landscape).

• Delivered Architectural Design of highly integrated CRM system with City's GIS, Traffic, Fire,

Emergency, Law Enforcement, Metro Police departments.

• Solution design of CRM – BCM integrated IC based on Shared Service Framework (SSF) for EIC,

AIC & Service Desk.
Employer : HCL AXON, South Africa                         Oct 13 – Aug 2014

Client: Standard Bank                            Industry: Banking
Standard Bank has a 150 year history in South Africa and currently operates in 18 countries on the African continent, including South Africa, as well as in other selected emerging markets.  Standard Bank organizes ourselves as three business units i.e Personal & Business Banking, Corporate & Investment Banking, and Wealth – Liberty.
Designation: CRM Consultant
Role: Business Process Modelling Lead, 11 Months

• Assessment of business requirements to produce CRM solution design leveraging CRM standard

functionality where possible, and produce detailed functional design specifications that meet the business requirements and align with the solution architecture where required.

• Define end to end technical solutions that take into account the enterprise architecture strategies,

current state environment and constraints.  Analyses the viability of the solution to meet project timeline, budget and quality.

• Configuration and Deployment of Branch Agreement Origination, Loans Management, Data

migration to CRM LM, Reporting for Banking, CRM Deposits Management, CRM Enterprise Risk Reporting for CRM CRM-BaS, Insurance Sales and Case Management based on the solution design specifications.

• Guide and collaborate with the application developer & designers on the configuration and

functional designs in ESB-SOA Services Framework.

• Presented a Position paper/ White paper to build the product capability in Banking environment by

delivering solution involving Configurable products, Bundle products, BOM, Package products and Product variants.

• Document end-to-end business process modelling with ARIS to support the new or changed

business requirements.

• Perform logical data modelling to meet proposed business and system requirements and develop

Data Flow Diagrams and Entity Relationship Diagrams to support the proposed data models.

• Design, Configure, Test and Deploy the AO-BS integration using CRM PI as middleware.
• Assess, Design and Deploy end to end solution of Loyalty Management integrated with BaS.
• Designed and Implemented NBA and NBO functionality of RTOM solution involving alternate offers,

cross selling on credit ratings.
Employer : TSPL, India                                              July 13 – Oct 2013

Project: CRM - Predictive Service Marketing                                          Jul 2013 – Oct 2013
Client: Ford                                          Industry: Automobile
Ford Motor Company is an American multinational automaker headquartered in Dearborn, Michigan, a suburb of Detroit. It was founded by Henry Ford and incorporated on June 16, 1903.
Designation: CRM Architect & Integration Lead
Role: CRM Process Designer, 3 Months

• Lead workshops to understand the current business process and the changes business is

expecting from the CRM DBM system.

• Created complex conceptual designs (including application interfaces and interactions) through

ARIS process modelling for better understanding to business.

• Lead CRM DBM (8.0) & ICM (Incentive Commission Management) design and architecture

Activities and delivered a complete end to end configured POC for DBM process involving configuration and integration to SD, MM, FI, CO, WTY, CRM, VMS and ICM systems.

• Planning and managing program-wide application build, test, and deploy activities with focus on

Identifying and monitoring interdependencies between various application implementation activities and defining a cut-over plan to replace the legacy system with CRM DBM system.

• Deployment Lead for Syclo Mobile solution for Service Manager and Work Manager.

Employer : IBM, Australia                                 July 11 – June 2013

Project: CRM/SCM & BI Enablement Program                                    Feb 2013 – June 2013
Client: Aurizon                                      Industry: Rail freight haulage operator
Aurizon is the largest rail freight haulage operator in Australia by tonnes hauled, operating in key freight sectors and supply chains across the country.
Designation: Deployment and Test Lead – CRM Mobility
Role: CRM Mobile Service Domain Designer, 5 Months

• Defined the System Landscape and Minimum System Requirements to run the Syclo Mobile

solution.

• Drafted the scope of Workshop to gather business requirements for mobilizing Field Service

management.

• Design the CRM Service Manager Mobile Application Process, defining the steps involved

through ARIS process flow diagram.

• Lead consultant to deliver Service Manager and Work Manager Configuration and Testing of Mobile

Solution by Syclo.

• Involved in Designing the configuration documentation and user training material.
• Key resource for CRM system Integration and Security testing.

Project: CRM Mobility for FIMM (Fuel Industry Marine & Marketing)  July 12 – Feb 2013
Client: PT.Pertamina (Persero)       Industry: Oil and Gas
Pertamina 'State Oil and Natural Gas Mining Company') is an Indonesian government-owned corporation which extracts and refines the country's oil and gas reserves. Pertamina is the world's largest producer and exporter of Liquefied Natural Gas (LNG).
Designation: CRM Mobility - ISU Consultant
Role: System Design Lead, 8 Months

• Conducted Business Blueprinting and Design workshops for implementing a complete end to end solution for CRM Mobility with ISU.
• Lead Architect for Solution designing and deployment of Sybase (SMP) CRM CRM Mobile Application solution which involves complete end to end Configuration and Testing for SUP, DOE Connector and Relay Server with CRM Sales Mobile and Gateway to CRM NW Mobile.
• Role involves, data integration between ECC, CRM and DOE servers using Middleware.
• Enabled CRM on iOS, Windows and BlackBerry based devices and demonstrate the functionality to users.
• Lead the System Design, Configuration and Testing of IS-U solution including Contract Account, Device Management data model and data flow like Meter reading, Disconnection/ Re-connection, Move-In/ Move-out and Contract & Device data integration to CRM system.
• Worked on configuration, deployment and delivery for CS objects such as Service Orders, Operations & Notification and related master data.
• Deployment and Testing of replication of Contracts and Technical Master Data.
• Design and Configuration of Billing Cycle which includes elements like Billing and Invoicing

Documents and their Validations followed by printing.

• Designed PI interface between 3rd party systems to CRM, for automatic creation of Device data.

Project : SMA (Sales, Marketing and After Sales)                                June 11 – June 12
Client: Mitsubishi Motors Australia     Industry: Automobile
Mitsubishi Motors Australia is part of the global Mitsubishi Motors organisation and is fully owned by Mitsubishi, one of the world's largest Automobile companies. It has wide dealer network which includes over 200 sites across Australia.
Designation: Stream Lead (CRM)
Role: Multichannel IC - Marketing (Loyalty) for Services, 12 Months

• Lead the Cross-division Assessment of Brand Management, Sales, Vehicle Management System (VMS), Importer Service Operations, Warranties, Contact Center Operations for MMAL’s three business divisions – Fleets, Demo Vehicle, Individual Owners.
• Worked with the Organization change management team in implementing some of findings of the assessment. Through developing communication plan/channels, training material, and by delivering trainings to help business understand cross functional processes, and thus enhancing adaptability of the processes.
• Delivered the complete Predictive Service Marketing solution, tested End to End for 4, Ultra Complex third party Email interfaces in 4 Months of Tenure in the project.
• Lead the team for Configuration & Testing of complete end to end cycle of 18 Automated (Periodic) Sales & Service related Campaigns processing TG from BW (APD) with different outputs like Call List, Emails, Letters and Export File.
• Successfully handled the delivery of 4 complex Data Conversions (Data upload program), from CRM Master Data, Marketing and Services area of the project.
• Deployment of complete IDoc based Interfacing solution involving PI in record time of 2 weeks.
• Implementation of Trade Promotion Planning and Optimization Best Practices with TFM & TCM.
• Lead consultant for Configuration of Products Variant & Catalog Configuration in CRM for WCEM.
• Configuration, Testing and Deployment of DBM and ICM in CRM integrated with ECC.
• Key resource for deployment of BCM with multi-channel integration (Email and Telephone) for IC.

Employer : Accenture, India                           Nov 09 – June 11

Project: GERP Implementation, Canada                                                     Nov 09 – June 11
Client: Anheuser-Busch InBev             Industry: Food & Beverages   
Anheuser-Busch InBev is the leading global brewer. ABInBev has operations across 6 geographic Zones and our beers are enjoyed by consumers around the world. For 2009 ABInBev generated revenues of 36.8 billion USD. With four of the top ten selling beers in the world, ABInBev holds the No.1 or No.2 position in 19 key markets.
Designation: Solution Design Consultant
Role: Multi-channel IC with Loyalty Management, 8 Months

• A key facet of the role is to act as a strong Business Partner, focusing on understanding business

processes & objectives and actively providing value-added inputs to all constituent parts of the business by utilising this knowledge and skills with a sound and deep level of CRM (OTC) systems, Processes and Technologies.

• Lead the team engaged in business requirement gathering for the deployment of CRM Interaction

Center with multi-channel (E-mail, SMS, Phone) BCM integration involving System Services> System Management> Call Switching> Presence Management> Queue Management> User & Role> IVR> Skill Based Routing> OII> ICI> Reporting & Analytics.

• Design, Configure and Test the complete life cycle of CRM Loyalty Program Management (Tier

Management, Points Management and Tier based Point Expiration) and Reward Rules Management (Rule Modeling, Template & Expert mode maintenance, Rule Scheduling, Partner Sponsorship and Campaign Integration).

• Loyalty Execution through Partners (Partner onboarding and Points Management with

Partners (Buying, Selling, Redemption etc)) and Membership Handling (Membership Models, Member Tier Management, Point Account Management, Loyalty Card Handling, Member Profile Maintenance, Membership benefits and Voucher/ Coupon handling).

• Loyalty Program Processing engine settings (High volume data processing and Member

activity processing) and Integration of Loyalty with Interaction Center, Self-Service (WCEM, B2C), Non CRM Systems for membership activities, Mobile solution and Analytics.

• Design and deployed the concept of Automated Call list generation and distribution to IC agents for outbound calling through updated TG.
• Design and Redefine the concept of 1 line order taking, enhancing the standard results in decreases the Average Handling Time (AHT) for an order from 5 to 1.5 mins, Average Waiting Time (AWT) from 3 to .15 mins thus increasing the Handled Call capacity from 5K to 14K.

Role: TPM with SSF Design, 12 Months

• Define, Design and Deployed the complete end to end life cycle of TPM in beverages business

Environment involving Headquarter Planning> Trade Funds Management> Account and Promotion Planning> Integrated Marketing Calendar> Trade Promotion Optimization> Account Sell In and Trade Promotion Execution> Trade Claims Management> Demand Planning> Trade Promotion Effectiveness tightly integrated with Pricing in Sales and Distribution, Key Figure Planning in BI and Demand Planning in APO.

• Design and Deployment of IT Service Management as a part of SSF (Shared Service Center) for

EIC, AIC & IT Service Desk Financial and HCM Shared Services environment.
Employer: Excel Technology Solutions, India          Apr 06 – Oct 09

Project: CRM Process Re-Engineering, GEOX                                       Aug 08 – Oct 2009
Client: Geox, Italy                Industry: Footwear & Apparel    
Since 1997 GEOX has been designing and manufacturing blissfully comfortable footwear & apparels to cover all ages and genders. GEOX has close to 1800 stockiest worldwide & around 7500 retail stores.
Designation: System Process Designer, 15 Months
Role: Brand Management (TPM) Lead, 8 Months

• TPM solution leveraging CRM’s best practices using standard 5 step process in CP industry i.e

Headquarter Planning, Field Account Planning, Sell-in & Negotiation, Retail Execution (REX)/ Validation & Settlement, Pre & Post Evaluation and Analysis.

• Solution Deployment for handling the Trade Promotion (TPM) process through retailers and Configured Funds Management (TFM) to track the Trade Spends (TSM) in CRM with system integration to BI & ECC via Middleware.
• Successfully lead the workshops with business process owners for requirement gathering followed by Design documentation, according to the localization needs of GEOX India Operations delivered with Functional Specification for data integration processes.
• WRICEF development, Customizing, Deployment, Testing (Unit/ Integration/ Security/ User Acceptance) and user training of CRM Building Blocks for AFS Industry.
• Responsible for Designing, Configuring and Delivery of the most challenging type of Event Triggered, Multichannel & Multi-wave Email Campaigns Automation functionality with ERMS and SMS integration through CRMConnect.

Role: CRM AFS Sales Domain Design, 7 Months
• Actively involved in the preparation, conceptualization, realization and Go Live of CRM Sales Solution.
• Workshops with SME’s to understand and review the business processes and corresponding mapping into IT architecture for preparing Sales Process/ Functional Design Document.
• Analysis and Documentation of CRM processes involving Information/ Process Flows, Functional requirements and Defining customer-specific development needs & Integration touch-points.
• Scoping, Design, Initial Sizing, Impact Analysis and Work Effort estimation through WRICEF components for end to end Interaction Center - Sales Scenario.
• Configuration, Deployment and Integration Testing of Account and Contact Management, Lead Management, Pipeline Performance Management, Territory Management with Appointment & Visit Planning, Integrated Order and Quotation Management, CRM Interactive reporting with CRM Analytics deployment.
Project: CRM Instance Consolidation, CNE                                            Mar 07 – July 08
Client: Cable Network Egypt, Middle-east            Industry: Services
Cable network Egypt (CNE) is a shareholder company incorporated in 1991 as the first Pay-TV project in the Arab world by the Egyptian radio and television union (ERTU).
CNE, with its sister companies, Media City, NileSat located in Free Media Zone at 6th Oct city, can help you with production, encryption, transmission and distribution of your services.
Designation: Implementation Consultant, 17 Months      
Role: Customer Service (Utilities) Consultant, 12 Months

• Active involvement in CRM – ISU System Deployment Blue-print finalization with the business

owners.

• System Process Design, Deployment and Testing of business process involving Complaints and Returns Management, Service Request Management with Knowledge Articles, Service Agreements, Service Contracts, Service Plans, Service Order Management, Resource Planning/ Workforce management (WFM/ WFD/ MRS), Billing, Complaints & Returns Management, Warranty, Case Management completely integrated with Interaction Center for Services.
• Fit-Gap Analysis of business requirements, utilizing Utilities best practices leveraging functionality in CRM-ISU for Device management, Account & Contract management, Business Contract and Notes, IBase & IObject (Service), Connection Object, Premise, Installation, Device Location, Meter Reading, Disconnection/ reconnection, Meter Removal/replacements, Move in/out, MRU’s, CCS, Service Order and integrating with CRM system for Replication of Technical and Business Objects.
• Successfully delivered ERMS Setup for Rule based on SLA’s with Auto-Acknowledgement and Auto-IR creation, completed with Unit and Integration tested for IC processes with Multi-Level categorization and Alerts.
• Actively involved with CISCO/ CTI Integration team.

Role: Marketing & Sales Lead, 5 Months.

• Presented Solution Design using CRM CRM IPM (Intellectual Property Management) Best Practices

for  Advertisement Management, Media Sales and Distribution and Intellectual Property Management involving ELM to upload rented Master Data for High Volume Segmentation with TREX on the basis of Marketing Attributes, used in the execution of Campaign Management in Interaction Center Scenario to process Call Lists for Lead Management.

• Deployment and Testing of complete end to end ERP Integrated Sales Cycle including Sales

Planning and Forecasting> Territory> Accounts and Contacts> Activity> Opportunity Management> Quota Management and Order Capture> Contract> Performance Management> Sales Analytics for Incentive and Commission Management (ICM) calculation in ECC.

• Activation and Customization of CRM Interactive Reporting scenario in CRM 2007 (6.0).
• Lead person for Middleware setup including CRM Generation, Customizing Replication, Master

Data Replication, CRM - ERP Connectivity, CRM Sales Employees - ERP Integration (HR), Queue monitoring and B-Doc error handling with cross module data consistency between ECC (SD, MM & FI) and CRM.
Project: CRM Production Support                                                           Apr 06 – Feb 07
Client: SAMSUNG, India                  Industry: Electronics
Samsung is a global leader in electronics goods industry. It manufactures a large range of equipment’s for various segments like Home Appliances, HHM (Hand Held Mobile), PC Peripherals. Samsung is using CRM solution from more than 15 Years.
Designation: OTC (Logistics & CRM) Consultant, 11 Months
Role: CRM Support for Master Data Management, CRM/ ERP Organization Model integration, Territory Management.

• OTC (Order 2 Cash) Support involving Activity Management, Lead Management, Opportunity Management, CRM Integrated Quotation and Order Management handled through Interaction Center (Sales) with Interactive Scripting, ERMS & Server side integrated Groupware.
• Customer Service Management includes IC Service Request Management, Service Order

Management, SLA’s, Multilevel Categorization, Complaints & Returns Management, WFM/ MRS and Case Management.

•  Middleware monitoring for replication of Materials and Customers from ECC including CRM & SD pricing strategies and designing prototype.

• The scope includes configuration of product catalogs and Product Proposal (Up selling and Cross Selling).

• Gained expertise in understanding and implementation of Change requests management (ChaRM) for Business (Configuration) and System (ABAP) Processes.