Resume - Puneett Bhatnagr

Professional expertise

My Work Experience

96

Completed
Projects

20+

Years of Experience

10+

Awards
Winning

2019 – Till Date

American Express India Private Limited

Director – Enterprise Data Governance

Develop data science solutions by leveraging Cornerstone, SAS, Python, SQL, Excel, Salesforce tools with Statistical Knowledge in Hive / Machine Learning techniques.
Own delivery of data science reporting and insights in a highly dynamic, matrix and evolving business landscape.
Advanced data manipulation & automation skills with Data visualization and Exposure to Big data environment & tools.
Design and build data science analytical insights/products to help the leadership team evaluate and drive business performance.
Create and deliver on a roadmap to globalize and digitize the performance reporting.
Involved in business requirement gathering and designing the Blueprint document as per the Best Practices, workflows and roles and responsibilities.
Holding regular meetings with the analysts/partners to identify and resolve business and technical issues arising from the projects and BAUs.
Engage with key stakeholders to drive initiatives to enhance sales experience, Automate and standardize reporting processes.
Lead, coach, and mentor a team of business analysts to drive data analysis, insights and reporting & enable product enhancements and expansions.
Ensure Service Level Agreement (SLA) adherence, drive Quality control and continuous improvements.
Partner with functional leaders, Strategic Business Partners to assess and provide reporting and analytical solutions to fulfil business requirements.
Demonstrated ability to provide insight and accurate judgment in addressing and resolving business challenges and opportunities.
Maintaining the Development Control List, Creation of Development functional specifications for the necessary developments as per the requirement.
Devise process improvement tools and methodologies that will ensure successful and timely implementation of new products or initiatives and drive automation.
Continuously measure the impact of business insights provided - $ value generated, key business improvements.

08/2015 – 11/2019

Barclays Shared Service

Associate Vice President

Experience in managing teams in a service-oriented environment and delivering against key process indicators and SLA.
Deliver key IT infrastructure programmes, deliver and transition new or additional processes from the onshore team as per agreed scope and timeliness.
Responsible for the project plan and engaging with stakeholders to ensure requirements are gathered in a timely manner.
Interacting with the Project manager to resolve outstanding issues, risk plan and risk mitigation.
Produce weekly / monthly dashboard highlighting performance against all SLAs and distributed to the defined distribution list.
Produce a monthly communication highlighting its successes and the previous month’s achievements distributed to senior stakeholders.
Ensure the team delivers a gold standard service which consistently meets the highest quality standards.
Apply the highest standards of controls and risk management practices and behaviours and embed a positive risk and control culture.
Demonstrate prudence sound judgement and appropriate and timely escalation in the management of all types of risk applicable to my role.
Support design/delivery of the new Target Operating Model for the function.
Drive Data Quality improvements, automation, and Lean for Risk business processes, drive further standardisation, right shoring, simplification and streamlining of core IT processes.
Ensure the team delivers as per agreed SLAs as per gold standard which consistently meets the highest quality standards.
Apply the highest standards of controls and risk management practices and behaviours and embed a positive risk and control culture.
Demonstrate prudence, sound judgement and appropriate and timely escalations in the management of all types of risk applicable to my role.
Stakeholder Management - Responsible to set realistic stakeholder expectations.

03/2014 – 08/2015

Canon Center of Excellence

Service Delivery Manager

Supported clients in IT companies, Manufacturing, Engineering, and Telecom in designing their process and integration touch points.
Identify and understand the customer’s needs, proactively provide solutions to avoid issues, and accelerate clients' ability to achieve results while creating process documents or need assessments.
Determines operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating production, productivity, quality, and customer-service standards; contributing information and analysis to organisational strategic plans and reviews.
Maintains and improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
Produce detailed project plans to manage interdependencies; Monitor the program/project, ensuring issues are resolved promptly, and the appropriate corrective actions are implemented.
Prepares performance reports by collecting, analysing, and summarising system data and trends. Manage long-term forecast/staff plan and lead monthly staff plan/budget meeting.
Work with training and quality to coordinate multi-skill training for existing agents; Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees.
Administering scheduling systems; communicating job expectations; system planning, monitoring, appraising, and reviewing job contributions; system planning and reviewing compensation actions; enforcing system policies and procedures.
Sets and executes a client relationship strategy that defines which issues to focus on, which opportunities to pursue, and which individuals to invest in.

08/2011 – 09/2013

Aon Hewitt

Client Delivery Manager

Direct reporting of Analyst supporting clients from Manufacturing, IT companies, Telecom, etc.
Accountable for the delivery of all elements of the service provided to the client(s) including ongoing administration, projects, change, revenue, and relationship.
Interacting with the Project manager to resolve outstanding IT issues, risk plan and risk mitigation.
Preparing test plans, unit plans & integration testing plans, and creating functional specifications used by software development teams.
Preparing end-user training strategy and end-user training manuals. Eliciting and clearly documenting business and systems requirements
Work in collaboration with solution architects, delivery managers, system analysts, and development teams on projects and system solutions
Utilize the data obtained from a business insight to create systems and software solutions for a client. Leading meetings with stakeholders and development team, requirements clarifying, backlog refinement, planning, retrospectives, etc.
Client Management – stakeholder management, presentation to the steering committee, resolving client issues as per Service Level Agreements
Responsible for developing and implementing technology systems to optimize business processes and maximize profits for an organization.
Defining, planning, communicating, and monitoring adherence to quality standards and documentation templates that are used in the project
Expertise working closely with product and delivery organizations and related technical fields.
Experiences with code refactoring, design patterns, domain-driven development, continuous deployment, automated testing, highly scalable applications, and application security.
Provide support, training, coaching and feedback to your teams; Share your knowledge and experience with other analysts in the office, and also actively learn from their experiences
Developing sustainable business partnerships with clients and driving profitable client retention and profitable revenue growth.
Responsible for improving quality in both the delivery of change and business as usual activities; Govern and managing code builds for Continuous Delivery and Project teams.