KUSH TANEJA

Jan 2021- Till Date

~90 PMs and Business Analysts

• Set up and scale up project management centre of excellence across all hubs
• Help business priorities transformation agenda for global and regional programs tech, non-tech and regulatory
• Effective work force planning to manage demand and forecast
• Talent management through focused training & certification to support pool of multi disciplinary resources and provide wider career path
• Design need based solutions to support reporting and governance requirements

May 2017- Dec 2020

• Span- 15 Project leads
• Markets - 63 across ASIA/AME/ EU&A
• Develop Rightshoring and Location Strategy for the bank in compliance with regulatory and third party risk framework
• Manage end to end vendor engagement for smart sourcing for global operations starting from RFP, contract sign off & management and BAU vendor management
• Design and deployed enterprise scale Agile Operating Model for client journeys to deliver as per target operating model for best-in-class client experience
• Lead Program Governance and Risk Management for all rightshoring projects globally
• Driving a team of high performing managers through culture of meritocracy, succession planning and talent development
• Key Achievements - Established 6 New COEs, 4 in Malaysia and 2 in India - Delivered 2020 location strategy with 34% headcount penetration for GBS and enabling the Bank becoming a market leader - Consistently delivered $ 20M in cost saves annually for the bank through rightshoring, operational efficiencies and implementation of target operating model across client journeys
• Lead Migration and Process Excellence at Metlife Global Operations Support Center

• Span- 5 Project Managers
• Markets - APAC and Americas
• Established a new entity for joint venture in Vietnam to deliver Day 1 operation through cross functional teams which entailed: - Set-up technology and operations - Infrastructure and contingency planning - Licensing and regulatory approvals - Hiring and on-boarding
• Set-up & Scale up 2 GBS centers in India and Mexico
• Led global migrations and consulting projects for new business transitions
• Planning and solutioning based on business “As Is” state and align to future requirements
• Drive financial and operational efficiencies for new transitions
• Led due diligence and solution design for new acquisitions
• Employee engagement and performance ,management for teams

• Span- 50 team members
• Markets - UK & US
• Customer service and technical help desk operations with team size of 50+ team leader and customer care representative
• Supported due diligence for multiple business acquisitions
• Migrated end to end customer services and technical help desk from 3 clients based in UK and US

• Conceptualized virtual working model for call centers
• Developed scale able software to enable virtual customer service and sales
• Onboarded 2 major clients from travel and communication industry
• Scale up to 100+ employees
• Delivered 10+ customer service and sales campaigns for major India and UK clients

• Worked to achieve high customer satisfaction rates by providing optimal customer service
• Leverage customer service opportunity to up sell new products
• Responded to problems with excellent troubleshooting abilities
• Developed and implemented standards procedures to drive productivity and quality
• Helped to train and mentor incoming employees on process.

• Established sales goals by forecasting annual sales quotas and projecting expected sales volume for existing and new products
• Identified and maximized sales opportunities, and increased customer retention rates
• Monitored sales and feedback from customers
• Managed orders, supervised stock, and occasionally launched new products