Summary
Overview
Work History
Skills
Work Availability
Timeline
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Abhishek Khatri

Summary

ABHISHEK KHATRI, PGDIT- (Information Technology) Product Manager– Strategy, Innovation & Transformation Digital Transformation Professional with over 17 years of excellence in steering high-profile utilities, Telecom & Financial client engagements across continents and leading all aspects of IT deliveries, resulting in client satisfaction, process excellence and revenue generation. Proficient Project Manager with a proven track record of delivering excellent results across multiple Organizations. Successfully brought business benefits through efforts in Business Strategy, Process Automation and Enterprise level Digital Transformation with capability of leading large sized teams. Skills: Project and Program Management | Product Management | People Leadership | Stakeholder Management | Resourcing & Costing | Data Analytics | Transforming Business Strategy to Digital Objectives | Business Analysis & Development q Certifications

Overview

6
6
years of professional experience
1
1
Certification

Work History

Senior Program Manager

Zalando SE
12.2022 - Current

Scaled Agile Product Owner/ Product Manager

01.2021

Scrum Master

01.2018
  • Prince 2 Agile Practitioner Process Improvement Champion | CMMI L3 Audit | Network Engineering Unit | Ericsson q PROFILE SYNOPSIS
  • Working with one of the Europe’s Biggest E-comm organization Zalando, to design new setup for saving >5MM Euro Claims Value and Digitalize the customer experience in 25 International Markets
  • Exposure of managing onsite team in UK for 6 months as part of Migration Project & Transition plan
  • Driving strategic front end and back-office technology transformation and process optimization projects for global organization across various sectors like Airline, Retails, Telecom and FINTECH
  • Passionate about digitally transforming customer experience, thereby creating value to the customers’ experience and business
  • Modelling based on cognitive technologies like NLP, AI bots, RPA, in Telecom & Banking sectors
  • Thorough understanding of cross module integration, business process study, digital transformation strategy roadmap and business processes design & configuration in multiple Fortune 500 companies

Skills

  • Determine responsibility and boost payments for Networks and manual refunds, design a process for looking into and contesting claims for packages that have been lost or damaged but have been rejected by carriers
  • Establish Framework & Roadmap on the financial impact of lost or damaged packages, implement Centralized Data flow mechanism on the compensation payments received per transport service provider and fulfill target on the financial losses due to compensation claims
  • Reckoned >3M Euro in claim refunds within just 6 months post the creation of the Carrier Claim’s framework
  • Establish, implement, and manage a quality check feedback loop process with customer service to mitigate error rates in damage claims
  • Digitalize the existing Process activities for Enhanced Customer Experience related to Zalando Claims & simplify the journey!
  • Modularize reporting platforms and processes to fulfill goals for New Claim Process
  • Manager Product Development, Enterprise Acquisition Product & Platform } American Express April ,2022 – Nov 2022
  • Highlights:
  • Responsible for driving the closure of open risk events and managing and prioritizing the executive roadmap for the product lifecycle using the Agile Framework
  • Managing E2E Fulfilment journey and New Account Prospect Tools for servicing of Enterprise Acquisitions of American Express Products & Platforms across geographical locations
  • Analyzed customer escalations/ feedbacks to re-define Product roadmaps and feature prioritization
  • Partner with diverse Stakeholders and drive Agile Ceremonies in the capacity of Product Manger defining the Vision and Roadmap based on ROI & Benefit analysis
  • Formulating scalable products using customer data analysis, market and user research, strategy, development, as well as the production environment, and the stabilizing of the product, all while adhering to Enterprise Risk & Governance Guidelines
  • Established aggregated framework and eco-system to enable the Risk Management Journey is accomplished within the defined timescales integrating multiple stakeholders (OE, Governance, and Compliance)
  • Deliverables:
  • Led the project and implemented key regulatory processes across regions to fulfil regulatory requirements and save Enterprise from potential fines and sanctions amounting to $12 MM & Impact of 50K Customers
  • Establish the mechanism to generate data quality metrics and key performance indicators of Data governance committees and stakeholders
  • Lead a team of Product analysts and coach them to drive Enterprise Operational Risk Events on Priorities
  • Product Owner } American Express May 2017 – April 2022
  • Launched ‘proof of concept’ Global Case management and Communication feature for digital fulfilment; replaced paper
  • Driven/manual process with Digitalized Case management Tool (scalable for 60K locations and 1MM volume)
  • Led Digital Platform Migrations of Customer Fulfilment Network Launched $12 MM Cost Saving end to end case
  • Management Platform development catering to more than 72MM inventory for Disputes and Fraud LoB
  • Delivered 68 bots leveraging RPA, OCR, Machine Learning & Natural Language Processing to automate
  • 20 manual processes across Global Servicing (Email servicing and Merchant Fulfilment)
  • Led multiple robotics and OCR Projects as Product Owner leveraging Agile methodology that generated 'process re-engineering' of >22 MM USD across Finance, New Accounts and Consumer teams
  • Provided oversight to scrum team of 10 Developers to execute development of Epics/Features/user stories and
  • Functional/performance testing leveraging Agile framework (Sprint Prioritisation/PI Planning)
  • Data & Analytics consultant to Leaders - Understand key drivers in business performance, analyze complex data and draw accurate conclusions/inferences, and thereby recommend changes strategies for Enterprise level initiatives
  • Project Manager, Network Engineering } Ericsson 2014-2017
  • Managing large & complex projects and delivering them to a successful conclusion in RSSA and RMEA Regions with Benefits worth 3M USD
  • Worked as a Project Lead for Database transformation project for Ericsson UK and migration to India Location
  • Deployed a Reporting Command Center with SAP reporting for the RNAM region, which resulted in the re-engineering
  • Of 26 headcounts
  • Plan, Drive and sustain Business Unit level certification requirements -CMMi Services Level 3 recertification
  • E2E Project Management & Governance with deployment of Geo Red VoLTE Network for Airtel Africa (Conakry)
  • 27M USD Net sales recognised for RSSA Region projects related to Service delivery of System SW Upgrade from PS LTE R70 to R90
  • Engage with multiple business stakeholders (RISK, Operations, Capabilities, etc) to identify opportunities/ root cause & re-define existing processes to drive incremental approvals/ spend and deliver on best-in-class customer experience!
  • Define project scopes, delivery strategies, schedules, allocate resources and monitor progress and budget performance
  • Steer process enhancement initiatives and spearhead the introduction of new processes & controls for greater efficiencies
  • Scrum master for GUI Development projects to deliver within stringent timeline and get project backlogs and issues resolved, ensuring all the risks are re-mediated and projects are delivered on time
  • Project Lead } Ericsson 2012 – 2014
  • Saved $1 million project revenue by quantitative and qualitative analysis using DMAIC methodology for a long pending critical issue of Site Reporting in SAP for US market thereby reducing the data management effort of 26 FTEs
  • Led Project for Ericsson US Finance team and built Robust Tableau design For Reporting and Analytical view
  • Managed team of 9 offshore resources to track and monitor financial health and site delivery status, reducing response times by 75%
  • Senior MIS Analyst – Workforce Management } Vertex 2009 - 2012
  • Deliverables
  • Managed M&S Sales & Revenue Reporting -MIS reporting from Avaya for Trend identification for various stakeholders, team wise Performance Tracking, Billing & Productivity reporting to client, RTA, Staffing & Roster planning, AHT, Daily Login Hours and WFM MIS reports Successful transition of M&S Direct project from Offshore UK team to Vertex India within assigned timeline
  • Senior WFM Analyst } Interglobe Technologies 2007 - 2009
  • Delivered end to end WFM Support comprising of requirement analysis, requirement gathering, system analysis, process mapping and designing for a leading US Airlines
  • Provided governance to day-to-day Operational scheduling and forecast with help of incidents, Historical trend and Real Time Adherence
  • Title]
  • Implementation planning
  • Lean/Six Sigma
  • Risk management
  • Client Interfacing
  • Deployment plans
  • Scope management
  • Work Breakdown Structure (WBS)
  • Project cost management
  • Contingency planning
  • Agile Methodology
  • Strategic goal development
  • Budgeting
  • Business planning
  • Financial Management
  • Business Development
  • Strategic planning
  • Status updates
  • Simultaneous Development Team Management

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Senior Program Manager

Zalando SE
12.2022 - Current

Scaled Agile Product Owner/ Product Manager

01.2021

Scrum Master

01.2018

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Abhishek Khatri