Ecommerce Delivery Lead Resume Example

• Spearheaded stakeholder meetings with executives and management to define the overall Sales and Customer Service solution across the banks value chain.
• Authored a detailed capability report, detailing process gaps, prioritized initiatives, high level functional and technical requirements and gaps of current and future sales and service functions.
• Devised an implementation roadmap with key work streams, milestones, timelines & resource estimates.
• Assessed project risks and devised mitigation actions for each risk item defined
• Built strong community relations with clients, subcontractors and vendors to optimize cost savings and complete timely preconstruction

• Overall responsible for project commercials , project scope, stakeholder engagement and mobilisation resources across multiple projects across the Core Banking Portfolio.
• Proactively lead and managed delivery of onshore and offshore developers, consultants, testers, scrum teams and first line support personal.
• Responsible for actively managing project baseline scope and facilitating change control meetings across projects ( Customer Service , Mobile Onboarding).
• Actively participated with the banks Core Banking Steering committee and review sessions to manage overall project risks and issues.
• Collaborated with client lead to understand contractual, financial obligations, define scope, document processes and requirements for the overall engagement.
• Provide feedback to the delivery leadership team to ensure that project deliverables are met in good time.
• Facilitated daily scrum, sprint planning, sprint demo and retrospective meetings.
• Forecast numbers of deliverables possible in an iteration, which is based on evidence and reliable source.
• Assessed each scrum team member's responsibilities and delegated tasks to balance each employee's workload.
• Applied agile methodology to shorten cycle time and achieve target margins.
• Evaluated, determined and delegated tasks to staff based on client needs, capacity planning and project-specific initiatives.
• Assessed project risks and devised mitigation actions encompassing close attention to contracts and service level agreements by subcontractors and vendors, external dependencies and potential roadblocks.
• Outlined work plans, assessed resources and determined timelines for projects.
• Enhanced development and drove continuous improvement of project delivery process by providing strong program leadership.
• Directed service delivery projects through evaluation, determination and delegation of staffing needs, client assignments, capacity planning and project-specific profitability.
• Drafted action plans and led meetings with department executives to review project status and proposed changes.
• Provided awareness and understanding of overall project portfolio, interactions and issues to team members and stakeholders.
• Produced status reports for customers and senior management.
• Applied extensive expertise in System Development Lifecycle (SDLC) methodologies and Agile project management techniques to manage multiple project teams.
• Defined, managed and mitigated overall risk plan with Risk Management Steering committee for the project.

• Spearheaded planning, analysis, design of all SFDC implementations across multiple clients.
• Led daily scrum stand-ups and Agile development sprint planning meetings for multiple, concurrent projects.
• Responsible for all release and backlog planning with product manager and technical development lead.
• Worked closely with third party vendors, project managers and technical teams to deliver end to end solution aligned to client needs.
• Led end to end solution design from analysis through to post deployment.
• Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
• Resolved interpersonal conflicts by listening, finding common ground and building relationships.

• Coordinated Salesforce projects, including defining scope, managing milestones and maintaining strong relationships with all stakeholders.
• Interviewed, hired, trained and mentored staff by coaching daily, leading performance reviews and offering constructive feedback.
• Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
• Facilitated best user experience through continuous support, training classes, improvements and communication of system changes.
• Analyzed architecture design, scoping, implementation, testing and deployment needs to define project requirements.
• Led team for software engineering services and supported key clients in development efforts, establishing standards, determining specifications and creating Service and Operational Level Agreements (SLA) and (OLA).
• Oversaw the Salesforce configuration team to ensure solution was configured to business requirements.
• Managed and performed day-to-day operations such as user access, maintenance of custom objects and fields , page layouts, workflows and data migration.
• Collaborate with third party development teams and Discovery Health IT team to optimize end-to-end process including monitoring, deployment and support.
• Implemented monitoring services to proactively identify issues.
• Maintained updated system documentation and Salesforce policies/procedures.
• Coordinated with management teams to plan, develop, align and execute strategies that would meet client's vision, mission and purpose.

• Fulfilled the role of a Functional SAP CRM Lead on the project spanned across all areas of the Bank's value chain from Channel to all back office areas (Fraud, Credit, Operations, Trust and Wills, Fleet, etc.).
• Rolled out End to End Customer Service Management solution across the organization of 20000 users.
• Oversaw and managed functional team of 20 Resources across UX, Functional, Configuration and Analytics Teams.
• Acted as the Bank's Brand Ambassador for the project promoting it across all areas within the Bank, including EXCO, MANCO, Back Operations and Front Office Operations.
• Managing quality reviews of the functional specification design, testing and deployment plan.
• Worked closely with the Bank's Functional Integration team with defining the drops for the next few years for the CRM journey.
• Worked closely with Change Management , Testing and Training teams to ensure to ensure successful deployment of Customer Service Solution.
• Trusted advisor to the bank channel heads and back office operations.

• Fulfilled the role of a Deployment Lead responsible for executing the deployment plan for the roll out of a global HR solution across the South African and Australian Manganese Operations.
• Defined, coordinated and managed deployment plans across the multiple business units and technology streams, including Go Live Readiness, Business Simulation and Warranty Support plans.
• Led and managed the overall Testing team for the Manganese Business, across all testing phases CIT, SIT and UAT.
• Led Change Management , Testing and Training teams to ensure that the Go Live Readiness criteria is met and presenting and reporting to the VP of Human Resource for the Manganese Business.
• Documented deployment procedures and business processes across all HR process from onboarding to payroll and shared information with appropriate stakeholders.
• Deployment Lead Trusted Advisor for the roll out of Supply Chain and Finance releases.

• Fulfilled the role of SAP CRM Functional Lead, assisting with the end-to-end design of the sales and service processes.
• Led and managed overall functional specification and configuration design of the SAP CRM system.
• Coordinating all testing activities across all phases of testing.
• Assisted deployment team with roll out of complete solution.
• Led SAP CRM development initiative as Subject Matter Expert and primary point-of-contact for project management staff.
• Worked closely with warehouse business analysts, development teams and infrastructure specialists to deliver end to end supplier to consumer relationship solution.
• Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
• Consulted regularly with internal customers on application development project status, new project proposals and software-related technical issues.

• Documented End to End Account Origination process.
• Documented functional specifications and configuration design for the Account Origination solution.
• Worked closely with software development and testing team members to design and develop End to End Account Origination solution to meet client requirements for functionality, scalability and performance.
• Led and created test scripts, master data for all testing phases.
• Coordinated performance testing with infrastructure team.
• Managed and coordinated all user acceptance testing with business users.
• Coordinated all testing activities across all phases of testing.
• Worked closely with the deployment team for the roll out of SAP CRM solution across 800 branches.
• Presented the Account Origination solution to Bank's EXCO and MANCO meetings.
• Fulfilled the roll of an Account Origination SME post deployment and presented solution across all banking business units.
• First account origination process to disburse funds within in 15 minutes of account opening. A world first on the SAP CRM platform.

Conversion Lead - ERP Transformation:

• Conversion Lead for the Government ERP Transformation Programme.
• Defined and executed the conversion of the Government's Fixed Assets and Treasury Asset.
• Developed a host of purification tools and ensuring that the data is ready for conversion.
• Managed the Fixed Assets' conversion processes.

Test Lead - Core Banking Transformation Programme:

• Overall Test Lead for the Core Banking Transformation Programme - The strategic direction of the initiative is to allow the Bank to begin its African foot print.
• Managed a team of 20 Resources defining the overall testing strategy, creating the test scripts, managing the creation of master data, performance testing and managing and coordinating all user acceptance testing with business users.
• Coordinated all testing activities across CT, CIT, SIT, UAT and pre-production testing.
• Tested scope, including all types of payments (Inter-account, swift, pooling, debit order, cheque process and bulk payments sweeping type transactions), online banking, reporting and customer data.