Manish M.

Experience

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  Cubastion Consulting Pvt. Ltd.

  Jun 2012 - Aug 2015

  Telematics – Hyundai Motor America, L.A, USA (Jul-2014 – Aug2015) • Tech lead responsible for business requirement and high-level solutioning of billing platform of telematics using oracle’s product stack working on onsite/offshore model. • Delivered 50+ requirements in a year managing their release timelines and on time delivery. • Initial Identification and quick solution was provided to all the defect queries raised by customers/call center agents through JIRA. Subsequent RCA and defect fix was ensured for smooth functioning and data integrity across all sub systems of billing stack as well as front end applications. • Performed monthly reporting to analyze and present model wise/overall enrollment, credit card capture rates, revenue and conversion trends Implementation of Siebel CRM- Voltas, Mumbai (Oct-2013-Jun-2014) • Designed Service Request Cycle for customer complaints for all verticals of products starting from call logging at call center to assigning these calls to franchisee/SSD till the resolution state of Service Requests. • Trained department heads and managers by conducting train the trainer program to effectively operationalize the call center application built Show less

  • Senior Consultant

    Jul 2015 - Aug 2015

  • Consultant

    Jul 2013 - Jun 2015

  • Associate Consultant

    Jun 2012 - Jun 2013
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  Delhivery

  Sept 2015 - Aug 2018

  (Largest 3rd party logistics firm for e-commerce in India, working in a fast-paced environment as a project manager in platforms and Systems integration team working on technology projects with outsourced vendors in Platforms & in-house development team in Systems Integration)Cash Reconciliation system (Sep 2017 – Aug 2018)­ • Managed Project successfully from ideation to implementation with product handling cash inflow of INR 800 CR per month using hybrid methodology and ensured project completion on time and with highest flexibility for scale working with Technical Architects/Developers/QA­ • Created Product Requirement Document by critically evaluating information gathered from multiple stakeholders and resolved conflicts, decomposed high-level information into details, abstract up from low-level information to a general understanding, and distinguished user requests from the underlying true needs­ • Created Project Charter, Statement of Work, Process flow diagrams, Use Case diagrams & Documentation before floating the project to third party vendor­ • Worked with UX and engineering teams to finalize on the product design focusing on customer experience­ • Vendor engagement and management, RFP creation and response evaluationCustomer Escalation portal (Sep 2017 – Mar 2018)­ • Defined business case and recommended a simplified solution to improve customer satisfaction to CEO­ • Led the project from initiation to successful completion, working with various stakeholders and outsourcing the development of the final product. ­ • Designed solution for escalation dashboard for 2000+ delivery centers integrating with CRM applications and other inhouse TRMS systems to track customer issues­ • Reduced Customer issues resolution time from 3 business days to 4 hours with the launch of this application Show less Salesforce: Sales and Service Cloud implementation (July 2017 - Aug 2018)­ • Developed the project charter and management plan working with COO & MD ensuring to be aligned with company objectives, product vision and business users feedback­ • Established a high-performing Salesforce team from multiple vendors on FP and T&M Contracts and effectively managed systems-related projects and initiatives to be delivered according to the milestones using Agile Methodology­ • Delivered high quality projects, meeting required functionality, within defined effort and schedule variance thresholds and quality parameters. • Automated client onboarding process removing all the redundant steps and integrating client and pricing creations in the downstream systems (TRMS/Oracle/In house Billing System). This streamlined the complete sales process and reduced onboarding times from 6 days to same day with the manual intervention only for document verification • Implementation of Salesforce Service cloud for client servicing team enhancing customer satisfaction and servicing teams performance • Implementation of Salesforce Lightning platform • Developed business dashboards on lightning platform for individual performance metrics, Team performance metrics, Company performance metrics for sales associates/Managers/Senior management­ • Identified and communicated project risks and issues along with risk mitigation strategies.­ • Ensured 100% utilization of Salesforce Sales and Service cloud to derive maximum benefits from the product Show less • Led a team of 5 APM’s focusing on various in-house product development projects• Directing the planning, design, development and management of project in line with planned schedule, budget and quality.­• Documenting business requirements and assessing business processes, workflows and systems to identify opportunities for improvement encompassing requirement gathering, gap analysis­• Worked on various projects using agile development methodologies to improvise first mile, line haul, last mile and returns systems of supply chain­• Defined minimum viable product (and the acceptance criteria), identify project risks and dependencies, and actively participate in all stages of the development­• Work closely with operations and engineering to plan release timelines, prioritize features, and design capabilities around a highly iterative functional release schedule. Provide expertise during the design and development phases of product delivery and maintains excellent relationship with cross-functional teams (Development, Product, QA, PMO, Business Users, Operations, Finance etc)­• Mentored the team to industry best practices of software development life cycle and project management Show less

  • Product Manager - Platforms

    Sept 2017 - Aug 2018

  • Product Manager - Platforms (Salesforce Implementation)

    Jul 2017 - Aug 2018

  • Product Manager - Systems Integration

    Sept 2015 - Jun 2017
• 

  Cubastion Consulting

  Aug 2018 - Mar 2019

  Principal Consultant

  (IT consulting firm, led enterprise client Hyundai Motor America’s Projects in connected car program (Bluelink) developing and enhancing the billing platform)• Seller Project Manager for billing project enhancements and operations in Hyundai Bluelink program, leading with a team of 15 offshore engineers• Working closely with individual project stakeholders like HMA Senior Managers, Marketing, IT, Subject Matter Experts, External Vendors, Internal Teams to understand the project requirement and create Project Charter, Project management plan, budget, scope, and subsequent plans• Determined new projects Approach, SOWs, Staffing, Responsibilities, and schedule across technologies. Ensured that project resources receive any necessary training and are used effectively• Successfully delivered new features to the billing system to enable digital gift card, Bundle pricing, Family plan, Bulk Enrollment, and Ancillary product matrix within time and under budget• Developed monthly and Quarterly review reporting presentations of billing platform from the various data sets to gain insights on Monthly take rates, renewal rates, Conversion rates, Cancellation trends and presented to HMA management Show less

• 

  Concentrix

  Mar 2020 - Aug 2020

  Consultant
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  Equifax Canada Co.

  Aug 2020 - Jul 2021

  Product Manager
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  BMO

  Jul 2021 - now

  Product Manager