Sachin S Certified

About Sachin S Certified

PMP professional with vast experience in orchestrating seamless operations within Customer Service, Finance & IT domains, contributing to the success of esteemed international firms. My dynamic career path has seen me thrive in various capacities, and I take pride in the key responsibilities that define my expertise: Spearheading teams and fostering strong relationships with Stakeholders and Clients. Precision in managing SLAs, KPIs, and maintaining a commitment to quality. Proactive resolution of escalations and adept handling of queries. Pioneering the setup of new teams and processes for sustainable growth. Identifying innovative service offerings, leveraging existing opportunities. Expertise in Project and Transition management. Conducting thorough Root Cause Analysis and implementing effective controls. Strategic use of tools such as FMEA, SWOT, RACI, ensuring optimal operational efficiency. Facilitating impactful 1-2-1 and appraisal discussions. Resourceful analysis of resource and FTE requirements. Leadership in guiding, counseling, and supporting team members to their full potential. Crafting and presenting insightful MIS reports to internal/external stakeholders and leadership teams. Rigorous SOP reviews and maintenance for process excellence. Active participation in Internal Audits, ensuring compliance and best practices. Seamless liaison with cross-functional teams including IT, HR, Finance, Risk, and Compliance. Initiating and managing Reward & Recognition programs, fostering a positive work culture.I\'m passionate about transforming challenges into opportunities and driving operational excellence. Let\'s connect to explore how my skills can elevate your team and organization.

Experience

1. Service Delivery Manager

   CGI

   Aug 2022 — Present

   Client Management: Serve as the primary contact for European bank clients, ensuring clear communication, customer relationship management, and advocating for their needs. Environment Administration: Manage all production and non-production environments for clients, ensuring optimal performance.Service Improvement: Identify and propose service improvement opportunities, enhancing overall service quality, operational efficiency, and customer satisfaction.Incident Management: Own major incidents, coordinate resolution teams, communicate updates to clients and stakeholders, perform post-incident reviews/reports, and shared root cause analyses (RCA) with clients.SLA Management: Managing and reporting SLAs, escalate performance issues, and maintained a 96% SLA compliance rate.Release Planning: Support the periodic release plans as per the Agile methodology.Client Communication: Hosted regular operations calls and Monthly Business Review meetings, maintaining high client satisfaction and effective stakeholder engagement.Service Reviews: Document and attend service review meetings, ensuring effective communication with clients and stakeholders.Onboarding and Change Requests: Provide onboarding assistance and manage change requests for clients, ensuring smooth transitions and client support.Management Reporting: Manage periodic reporting to clients and stakeholders, providing various metrics and performance insights.User Satisfaction: Constantly sought opportunities to improve user satisfaction, achieving a 10% increase in client satisfaction scores through proactive service delivery.Incident Reduction: Reduction in incident volumes through effective problem management, idea initiation, and adherence to change management processes.

Education

• University of Mumbai

  B.Com, Accounts & Economics

• Udemy Alumni

  Project Management , Project Management

• WeSchool ExEd

  Master of Business Administration - MBA, Operations Management and Supervision

• Project Management Institute

  Project Management Professional (PMP), Project Management