Swapnil Arora
Royal Leamington Spa,WAR
Summary
Results-oriented Industrial/ Organisational Psychologist with over 12 years of progressive experience leading efforts to deliver high-quality, innovative people and culture programs for Fortune 500 companies across a wide range of industries including information technology, hospitality, financial services, and healthcare. Performed various roles to provide best-in-class service to Global Customers, Project Management, SMEs & Support while identifying potential sales opportunities. Skilled at aligning cross-functional teams to a common strategic vision and collaborating in remote environments.
Overview
14
14
years of professional experience
Work History
Strategic Account Delivery Manager
Tata Consultancy Services Limited
12.2020 - Current
- Led portfolio of manufacturing project (British American Tobacco), including new product introductions, process improvements, and facility expansions, ensuring alignment with strategic objectives and customer requirements
- Developed comprehensive project plans, schedules, and budgets, and effectively managed resources to achieve project goals within established timelines and budget constraints
- Outlined clear strategy, engaging cross functional teams from Consumer and Corporate Businesses, including
- Compliance, Risk, Technologies, Market Controllers, and Support groups as needed
- Managed budgets and cross-functional teams of up to 21 developers, programmers, analysts, and network specialists
- Initiator and handler or Architecture Review board at British American Tobacco
- Preparation & presentation of tender documents and custom client demonstrations
- Working closely with advising
- Account Executives/Sales Management and Alliance Partners throughout entire sales cycle
- Managed End-to-End Project Delivery, including product system engineering and collaborating with multiple stakeholders to Identify and prioritize product features.
Senior Manager, Projects
Greenlight Technologies Inc
03.2019 - 03.2020
- Experience in functional, technical, and project management roles across wide variety of customers and industries with deep understanding of how to achieve success for business and IT functions of customer
- Oversaw Global Order management and Invoice generation system for CPS division, streamlining and optimizing processes
- Conducted in-depth analysis of reports, cases, call transfers, customer satisfaction, refunds, and chargebacks.
- Implemented and developed operational standards, policies and procedures which reduced new process building by 98%.
Delivery Manager
Macquarie Global Services Pvt Ltd
08.2018 - 02.2019
- Led team of 14 members to manage operations, quality assurance, and subject matter expert (SME)
- Oversaw Global Order management and Invoice generation system for CPS division, streamlining and optimizing processes
- Conducted business process re-engineering, identifying opportunities and redesigning processes for improved efficiency
- Conducted in-depth analysis of reports, cases, call transfers, customer satisfaction, refunds, and chargebacks.
- Acted as liaison between delivery team and upper management, effectively communicating concerns and suggestions for improvements.
- Implemented quality control measures for all deliveries, resulting in fewer errors and increased customer satisfaction.
Delivery Lead
Coupa Software India Pvt. Ltd
01.2016 - 07.2018
- Managed team of 5
- Implement harmonised standards for Sourcing project management across the global organisation to enable efficiencies, effective controls and Company-wide spend management/reporting
- A RFP’s, Coupa Demonstrations and Presentations
- Supplier enablement and Vendor Setup through punchouts
- Create and/or improve implementation templates, training, and presentations Requirements
- Work with other business units, including the Integrations, Operations, Development and Customer Success/Care, as required ensuring strong customer satisfaction
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Software Engineer
Institute of Urban Transport
01.2013 - 01.2016
- Managed team of 4 to maintain Knowledge Management and Database Portal
- Lead international Resource Management activities of IT Programme
- Introduce new ways of working within SharePoint and Microsoft packages available
- Create strategic processes for sign-off of Jira based IT requirements
- Collation and preparation of portfolio reporting
- Create and automate project documentation/ streamline processes
- Worked with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability, and performance.
Analyst
HCL
06.2011 - 08.2012
- Providing Server Support through RIM (Remote Infrastructure Management) on following Windows Platform.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Assisted in decision-making processes by presenting accurate, data-driven recommendations to stakeholders.
Technical Support Associate
Wipro Limited
10.2010 - 06.2011
- Providing technical Support to US based Apple & Windows customers and HP Printers
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Performed quality assurance and quality control assessments of support ticket fullfilment.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Education
Bachelor of Technology (B.Tech) - Computer Science
Rajasthan Technical University
India06.2010
Diploma Computer Science -
BVVS Polytechnic
India07.2007
Skills
- Agile Methodology
- Product Management
- Product Owner
- Business Analysis
- Business Process Consulting
- Enterprise Portfolio Management
- Agile Software Development
- Scheduling Agreements
- Business Development Management
- Process Modelling
- Financial Services
- Process Improvement Initiatives
- Application lifecycle management (ALM)
- Collaboration Tools: Jira, Azure Dev Ops
- Stakeholder Management
- Strategic Planning and Execution
- Strategic Planning Contribution
- Operations Management
- Microsoft Project Plan
Languages
Timeline
Strategic Account Delivery Manager
Tata Consultancy Services Limited
12.2020 - Current
Senior Manager, Projects
Greenlight Technologies Inc
03.2019 - 03.2020
Delivery Manager
Macquarie Global Services Pvt Ltd
08.2018 - 02.2019
Delivery Lead
Coupa Software India Pvt. Ltd
01.2016 - 07.2018
Software Engineer
Institute of Urban Transport
01.2013 - 01.2016
Analyst
HCL
06.2011 - 08.2012
Technical Support Associate
Wipro Limited
10.2010 - 06.2011
Bachelor of Technology (B.Tech) - Computer Science
Rajasthan Technical University
Diploma Computer Science -
BVVS Polytechnic
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