Chhaya Patel

Experience

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  CSC & EDS

  Jan 1989 - Jan 2007

  Prior to 2007

  After graduation, I began my career as an Analyst Programmer, progressing into management. Worked across multiple sectors, including Motor industry, Insurance (Life, General, London Markets), National Health Service, Telecom & Chemical industry sectors. Roles held included, Resource Demand Manager; Resource manager for a group of +130 consultants; Midrange Division (Life Insurance) Support & Development manager; working in the USA as a Software development project manager on Life Insurance and Annuity products. Show less

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  CSC

  Jan 2006 - Jan 2016

  Lead the Account Management Office and Programme Management Office for the sector. Clients included Barclays (globally), RBS, SOCIETE GENERALE, JPMC, Bolero, Atom Bank, SunGard, PTSB and Deutsche Bank, amongst others. Key achievements:Lead a geographically split team of offshore and onshore staff, with overall responsibility for the entire end to end back office processes, including:• Support Sales and commercial with pipeline reviews, Contract reviews, renewals, approvals in accordance with defined governance• Project resourcing, including on-shoring & on-boarding• Tracking and management of Issues and Risks• Setting up, managing and tracking project financials, including set up of Work Breakdown Structures, labour reporting, invoicing, aged debt, budget input, project revenue & cost forecasting & tracking, profitability tracking, P&L monitoring, etc.• Improvement of the invoicing process, achieving lowest known levels of aged debt in the sector• Managing monthly client governance forums & reporting, adherence to contractual requirements• Transition of support to a mainly offshore model, thereby achieving cost efficiencies. • Development of a highly effective offshore support team through training and regular coaching, motivation & support. During the entire period, no issues were ever escalated to Sector Head and consistently positive feedback received. Show less In parallel to retaining some of the Application Solutions Manager duties for accounts such as L&G, RSA and Diligenta, main focus for role was Trafigura - the commodity trading and mining company. Key achievement:• Managed growth of the account and delivery of number of very profitable projects, including a SAP implementation across multiple geographies (Africa, Australia, Europe). Involved entire CSC co-ordination of the Mine-in-a-Box project delivered out of Australia into client base in Africa and Europe, and the management of post-implementation support to high client commendation. Strong account management lead to one of the best client satisfaction scores in the sector, with strong Direct Cost Margin & Operating Income. Show less Role involved working across a range of clients providing application support and maintenance services at multiple stages of the systems development life cycle, from inception to decommissioning. Major accounts included:ISS UK (Facilities management)• Management of application support for SharePoint, using onshore and offshore service providers• Management of the implementation of a Microsoft Dynamics CRM system, all stages of the project from inception to delivery and post-implementation systems support• Management of 3rd party vendor contracts• P&L management of the Applications budgetFinancial Services clients:L&G: Application Management Services for CSC’s Life and Pensions product. Involved from inception, through transition, and ongoing support and maintenance.NFUM: setup and management of Offshore (CSC Bulgaria), software development servicesRSA: Support, maintenance and projects for CSC’s Re-Insurance productL&G, Nationwide, Diligenta, Combined Insurance, SunCorp (Australia) Berkshire Life (USA), Genworth(USA) Support of CSC Proprietary insurance systems (CLOAS/CAPSIL/PLANN), at multiple stages, of the Product life cycle, from inception (sales) to decommissioning, with services ranging from bespoke systems support, to transition & ongoing support & maintenance under CSC’s Application Management Service (AMS)Dun & Bradstreet – management of DBA support and management support for Oracle implementation. Show less

  • Banking and Capital Markets AMO/PMO lead

    Jan 2014 - Jan 2016

  • Account Manager

    Jan 2011 - Jan 2014

  • Application Solution Manager & Account Manager

    Jan 2007 - Jan 2014

  • Portfolio Manager – Financial Services

    Jan 2006 - Jan 2007
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  CSC

  Jul 2016 - Mar 2017

  Programme Control - Advisor

  ORBIS (Offering Rail Better Information Services) is the railway digitisation programme. Lead the CSC PMO team, consisting of onshore/nearshore staff. Responsible for programme governance processes, including programme tracking, billing, forecasting and resource tracking, mail distribution lists; management of 3rd Party Vendor contracts, POs and Accounts payables. Key achievements:• Lead key improvements to PMO operation, including the resolution of legacy PMO related issues raised by client on the ‘improvement plan’. Involved carrying out investigation of main issues being experienced by CSC and the client, working across multiple functional groups (HR, Finance, Commercial and Resourcing) to address these issues; defining viable solutions and implementing them within tight deadlines. Required highest levels of personal organisation and attention to detail; balancing often different and opposing different standpoints; excellent stakeholder management and the ability to negotiate and get people on board. Resulted in enhanced client satisfaction and several significant improvements including: - Legacy billing process made more efficient, significantly lowering level of ‘unbilled’ and aged debt- Marked improvement in the programme ‘Starters and Leavers’ process, a key ORBIS Governance requirement, by significantly reducing discrepancies - DCM improvement by cost rationalisation- Introduced tracking and managing of the 24-month HMRC Tax rule on expenses Show less

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  NSC Global

  May 2017 - now

  The role of a PSO was focused around providing assurance to the Networks Portfolios and the projects within it. This involved a monthly deep dive into each of the Networks portfolios and audit their Finances (forecasts, CAPEX allocations, variances), review the projects in terms of governance requirements, Gating dates & Milestones, Risks, Issues, Dependencies and change requests. Provided guidance and support to the PM community of 150+ on Project management tools, processes and procedures, governance requirements and reporting standards. Produced weekly and monthly reports that monitor accuracy of Project data, Project reporting and KPIs. Worked with the PM community to improve quality of data, and ensure accurate reporting of project status.Contributed to the Delivery Improvement Plan in supporting improvements to the quality of project management and reporting. Show less Leading a team providing a ‘Directing PMO’ managed service to Telefonica UK Networks Programme Management Office. Responsible for - Consistent Project Management methodology, processes, templates, standards, and tools (Clarity, Perform & SharePoint), and the PM Reference Handbook.- Governance & Control of over 150 projects, ensuring all required documents, plans, processes, reviews and signoffs have been obtained to qualify gating requirements for progression to next project phase.- Conduct Project Health-Checks/Audits to ensure quality, and identify opportunities for improvements.- Mentoring and coaching of Project managers on Project planning best practices, and processes and tools. Assist in trouble-shooting for projects in trouble.- Management reporting, including analysis to highlight areas of concern and improvement opportunities. Reports included Project Delivery Performance, Gating Success Rates, Project Finances (SPI/CPI, Actuals vs. Forecast), Risks, Issues & Dependencies. - Management of the PMO Inbox, supporting the +150 PM community for any guidance, questions or issues. Show less Burberry Global Networks Upgrade projectVerizon project to provide a voice and networks refresh to over 600 locations for Burberry globally to. Role involved:• Assisting the T&T Director in the operation and delivery of the T&T Programme• Ensuring the smooth running of the key Governance processes including Risk Management, Issue Management, Programme Change Management, Information Management and Stakeholder Communications• Perform the role of Secretariat for key internal and external Programme Governance Meetings including management of invitations, facilities, agenda items and tracking and distribution of agreed actions, maintaining and tracking all actions through to completion• Interface with the Customer Delivery PMO for joint Programme Governance Show less

  • Program Support Manager

    Jan 2022 - now

  • Portfolio Support Officer (PSO)

    Sept 2019 - Dec 2021

  • PMO Lead - Planning, Reporting and Governance

    Oct 2017 - Aug 2019

  • PMO Lead

    May 2017 - Oct 2017