Jaideep Tandan

Jaideep Tandan A3/83, Paschim Vihar, New Delhi-63,India Mob:-- -----------------------------------------------------------------------------------------------------------PROJECT MANAGEMENT EXPERIENCE: A Certified PMP Professional having m anaged projects & being part of the co-ordination at companies like HCL, American Express, McKinsey (MckC). Having Experience in Client facing role as Business Analyst, analysis of Business requirements, compilation of inputs, Project Management Experience and working on Tools like JIRA, liaise with line managers, ability to interact with Team members and co-ordination. Having understanding of soft skills of Power Bi, Power Automate and Automation tools like UiPath. PROJECTS OVERVIEW A. Project Name: Cynergy Virtual Branch Project Project Initiation date: June 2017 till January 2020 (31 months) Project Objective: This project is to define the s cope & proposed solution for implementation of Salesforce Optimisation. The main objective was to help in giving an efficient way to enable robust case management, provide a link between Southgate India and Ireland ensuring that all Customer Queries are processed end-to-end and loop case management thus ensuring SLAs and tracking of aged reporting. My Role in this project: Passive Project Lead/Co-ordinator: • I coordinated the project starting with Identifying the potential problem areas viz. No case ownership, Manual case assignment, Queues not based on request types, SLA/ Aging Reporting, Missing Team wise SLAs and creating boundaries for those . Interacting with the Business team for the Planning of the Cynergy Salesforce with the help of system-based tools. • Scope management with the help of HCL office team, People management, Allocation of weekly work to the team, monitoring and getting the wo rk done as per the TAT • Releasing the final solution to the Client and Internal department for the field exec ution with coordination with the Finance Team regarding Budget finalization, doing Capex Vs Revenue test • Supporting cross functional stake holders in end-to-end delivery of the customer, managing the team meetings, reporting to the higher manage ment on a weekly/Monthly basis. • identifying issues impacting slow progress, seeking the support from right stakeholders and facilitating my team on faster del iveries Project Outcome: Was partially able to s uccessfully built the network for Cynergy to date which is still in progress. Initiation: • A study was done on top complaint drivers to ascertain the cases which needs to be prioritized. • New queues were created for Contact Center and Back Office • Triggers were developed on existing queues to divert cases to these priori ty queues so that they could be tracked and deal with on priority. • Triggers were based on Aging, Type of Requests, Update t o case and even manual prioritization. • The triggers were then saved in the database so that they can be updated or amended. • Access given to Contact Center and Back Office staff to these queues. • Filters were developed for the teams so that they can choose w hich tasks to see in these queues. Planning: 1 • • Once scope was finalized I helped in arranging a meeting with all respective stake hold ers and taking up the activities as per guideline set by management Looking at the scope and manpower availability also the prioritization along with cross functional team and setting up the weekly targets Execution: • Daily status meetings with the team to review progress of tasks and ensuring the proper workflow of tasks. • Identify blockers and constraints and work with the team/stakeholders to unblock and progress. • Identifying and communicating with stakeholders: Identifying and documenting various project stakeholders across different departments and in India and Ireland. • Engaging with them on periodic basis on project issues, risks, progress and dependencies. • Facilitating root cause analysis and documenting lessons learnt and share to other teams if issue s were of transversal nature along with the Developers. • Once this entire exercise was done, a first model of the entire process was sent to the Client for final inputs and improvements, if any. MONITORING AND CONTROL: • Measure metrics and KPIs: Measure and document metrics on variances, creating milestone and quality And quality control teams. Since the client did not have any such queues or any other processes the metrics and KPIs were an evolving document. • Monitoring the field execution challenges if they were in place or not • If the project was not as per plan due to practical challenges, reviewing on the deviations and approving as per the guideline to facilitate smooth field execution • Identified road blocks and sought management approvals on immediate basis with the prescribed capex Closing: • Did various test runs of Parent Child matching. • A procedure was developed on Salesforce to search for similar records in the system. • The procedure had specific instructions on what a Parent Child relation means. • A Parent task was an account opening request and the Child Task was any supporting document been sent for that application. Based on a unique parameter such as Email id , the cases were merged. The comments and documents received on the Child Task were programmed to be updated in the Parent and the Parent task will be highlighted. • All the Child tasks were archived as all the data and documents will be available on one task. • The SLAs were tracked on the Parent level. • A provision for manual merging of tasks was also developed. • As soon as a Parent task was updated with a Child task, the task was highlighted and prioritized. • Post success full test handing over and taking customer signature on network performance was done by the team. B. Project Name: Zeus Packaging Credit Control Process Migration Project Initiation date: March 2021 till August 2023 (30 months) Project Objective: This project objective is to successfully migrate Credit Control Process for Client Zeus (a Ireland based packaging company) ensuring that all the various steps are completed and so as to enable Cost benefit . My Role in this project: Passive Project Lead/Co-ordinator: • I coordinated the project starting with Identifying and defining the entire process with various steps in the entire credit function. • Developing SOPs. • Scope management with the help of Onshore team based in Ireland and Noida based team here in India, People management, Allocation of weekly work to the team, monitoring and getting the work done as per the TAT • Execution with coordination with the Finance Team regarding Budget finalization, doing Capex Vs Revenue test 2 • • Supporting cross functional stake holders in end-to-end delivery of the customer, managing the team meetings, reporting to the higher management on a weekly/Monthly b asis. Identifying issues impacting slow progress, seeking the support from right stakeholders and facilitating my team on faster deli veries Project Outcome: Helped facilitating a complete and successful migration of the entire process. Initiation: • A study was done with areas of Priority and developing a SOP detailing the various steps in Credit Control viz. actively pursuing monies, maintaining and ensuring Customer portals, Liasioning with Sales representatives, reconciliation of invoices, resolving accou nt queries, maintaining contact with Clients Planning: • Once scope was finalized I helped in arranging various meetings and training s essions with all respective stake holders and taking up the activities as per guideline set by management • Looking at the scope and manpower availability also the prioritization along with cross functional team and setting up the weekly targets Execution: • Daily Operations in Credit Control with Quality Checks as conducted by the Ireland based team. • Daily status meetings with the team to review progress of tasks and ensuring the proper workflow of tasks. • Identify blockers and constraints and work with the te am/stakeholders to unblock and progress. • Identifying and communicating with stakeholders: Identifying and documenting vari ous project stakeholders across different departments in India and Ireland. • Engaging with them on daily basis on project issues, risks, progress and dependencies. • Facilitating root cause analysis and documenting lessons learnt and share to other teams if i ssues were of transversal nature along with the Developers. MONITORING AND CONTROL: • Measure metrics and KPIs: Measure and document metrics on variances, creating milestone and quality and quality control teams. • Monitoring the field execution challenges if they were in place or not • If the project was not as per plan due to practical challenges, reviewing on the deviations an d approving as per the guideline to facilitate smooth field execution • Identified road blocks and sought management approvals on immedia te basis with the prescribed capex Closing: • A procedure was developed on same lines as Credit Control process in Ireland . • The procedure had specific instructions on step by step detail for Credit Control process. • The SLAs were tracked and quality metrics were designed on the base of collections. • Post success full test and migration, handing over and taking customer signatu re on network performance was done by the team. PROFESSIONAL BACKGROUND McKinsey & Company (Knowledge Centre-Gurgaon) (January 2010 -May 2013) McKinsey Knowledge Centre is the internal knowledge hub at McKinsey & Company. Reported to managers developing MIS reports and co-ordinated with MIS division for Team related reports. Project Work undertaken: Was part of various co-ordinations during the annual webinars being held across various sub-continents for the GFIC which involved various Research Analysts, Managers and also the Financial Reporting for the Payrolls of the entire GFIC. Focus Brands Trading India Pvt. Ltd. (2007 - 2010) Focus Brands, a JV of Jubilant Organosys Ltd and Campari International,. I supported the CFO, CEO, & the Board in their various strategic initiatives by undertaking Competitor Analysis, Market Analysis, Financial Analysis, Variance Analysis, Budgeting, Monthly MIS, Policy & Analysis, Legal & Secretarial work. Project Work undertaken: Was part of the company’s Business Analysis Team and conducted various assignments of Financial Analysis/ Strategy related works. 3 American Express (I) Pvt. Ltd., Gurugram (June 2004 - 2007) Involved in the migration of pilot project of Email Servicing from the Fort Lauderale Centre to India, and also was involved in the project of Payments and Credit Balance Refund whereby the excess funds in the accounts of closed Credit cards were paid eventually to the Credit Card holders while using the services of External Vendor like Efunds where I was the single person managing the Process/ Project from India at American Express. Apart, I worked in sensitive projects like phishing investigation and cost controls using techniques like Six-Sigma and other in-house tools designed by the Company for automation and cost controls. Bharat Hotels Ltd., New Delhi (June 2001 -June 2004) Worked in the Finance & Accounts division and helped in Preparation of Final Accounts, Internal Audit, MIS and Loan documentation. C.B. Richard Ellis (I) Pvt. Ltd. (October 2000 -June 2001) Worked as Consultant on Real Estate projects Mahajan & Aibara Management Consultants, Chartered Accountants (June 1998 -September 2000) Worked as a Consultant and undertook an assignment for Financial Feasibility and Air Traffic studies for a large integrated project in Indore for a client in the organized Retail / Civil Aviation sectors. EDUCATIONAL QUALIFICATIONS: Qualification University/Board/College/School Integrated School of Law, Chaudhary Charan Singh University, Meerut Association of Chartered Certified Accountants Narsee Monjee Institute of Management Studies(NMIMS),Mumbai University Year Specialisation 2006 General Law 2001 General Accountancy Advertising & Communications B.Com (Hons.) Kirori Mal College, Delhi University 1996 XIIth DPS Mathura Road, CBSE 1993 Xth DPS Mathura Road, CB SE 1991 LLB ACCA (CAT) PGDACM 1998 Commerce & Accounts Technical Drawing, Science General Subjects (Jaideep Tandan) 4