1. ABDULLA A M, PMP
®
PRINCE2, ITIL
Project Management - Business Analysis – Change Management – Transition & Resource
Management –Testing - Operations Management – Project Execution - Quality & Risk
governance – PMP – PRINCE 2 – ITIL Foundation
PROFILE
• 15 years of experience in Operations & change management inclusive of 9 years in Banking industry
following the best practices of Project Management
• Proven ability to develop and implement strategic business expansion plans and value-added
initiatives
• Multi-dimensional exposure to Requirement analysis, Testing, Project execution, Product support,
Problem solving, Quality and Risk
• Experienced in product support, Project management and Change management
• Broad based tenure working at Leading organizations in a progressive role
• Proven skills in building business partnerships in global work environment, lead cross-functional
teams and establish crisis-like collaborative relationships with stakeholders across the organization
• Hands on experience in testing Banking application development projects and automation in all
stages from conception to implementation
• Exposure to requirements gathering, user acceptance testing, end user training and adhering to
project governance
• Facile in strategic planning, negotiation, staff development and quality standards
• Proven track record in building and managing client relationships
• Exploring a challenging career with a rapidly growing organization in Banking and Information
Technology Industry
PROFESSIONAL EXPERIENCE
The Royal Bank of Scotland Group, Chennai November 2010 –
Till date
Senior Manager, Retail Operations
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E101, Sylvan County,
Mahindra World City, Chengalpet 603 002
Mobile: 91 98848 11521
Email: abdul_1521@yahoo.co.in

2. RBS Business Services Private Limited is a 100% subsidiary of Royal Bank of Scotland. It has been setup to
provide operations and IT processing services to Business Units of Royal Bank of Scotland, ABN AMRO and
other insourcing Banks globally.
Royal Bank of Scotland ranks among the top 10 banks in the world in size and strength with over 4000
branches and 140,000 highly qualified staff.
Responsibilities:
• Responsible for driving and delivering operational projects engrailing from Requirements gathering,
Project scoping, Execution, Monitoring, Governance and Closure.
• Responsible to set priority for Business requirements
• Co-ordinate with Testing for Proving & Regression scripts and execution.
• Support development team to implement new systems/ changes across the department within the
stipulated plan of delivery
• Responsible for tracking, development and testing issues, pro-active follow-up with all the teams and
ensure for timely delivery
• Interact with various department to ensure quality level in new application
• Providing end user product manual for new application
• Responsible for optimizing the cost reduction, man power, identifying automation opportunities,
resource planning, end user training and knowledge sharing to the team members
• Responsible for ensuring the team to follow the risk governance, policies and standards
• Standardization of Audit requirements of the unit like periodic user access reviews, RBAC
management, AYIC, KPI, KRIs
• Responsible for project reporting, milestone tracking, issues/risks, resource capacitization, scope
control & cost/schedule forecasting
• Exposure to quality tools & techniques as part of LEAN practices towards Continuous Improvement
Intelenet Global Services Pvt Ltd, Chennai May 2007 –
Nov 2010
Assistant Manager, Mortgage Operations
• Responsible for managing mortgage underwriters in a regular banking mortgage operation
• Performed a pivotal role in driving and delivering project which involved requirements gathering,
Customization and Implementation of process design to improve the overall banking experience
• Identified opportunities to reduce customer waiting and improve overall customer centricity
• Attending to specific customer issues and concerns and undertaking result-oriented steps for
resolving them.
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3. e4e Business Services Pvt Ltd, Chennai Aug 2006 – May
2007
Assistance Manager, Technical Support
• Ensure quick resolution of all technical support queries by assigning it to respective Engineers
• Experience handling Process Management, Volumes and Resource Management
• Involved in Implementing web chat as an enhanced tool to support operations
E2E Serwiz Solutions (A TATA Enterprise), Hyderabad Jun 2004 – Jun
2006
Team Manager
• Monitoring the operational processes through Blue pumpkin (WFM tool) and executing process
enhancements
• Managing the customer support activities through phone, transaction processing and email for
effective resolution.
• Generating MIS reports and presenting to senior management to enable strategic decisions
Netvision Cybertech Private Ltd, Chennai April
2002 – June 2004
Team Leader
. Responsible for managing process associates in a day-to-day operational activities.
. Stabilized a new process and was very successful in clearing the stocks from remote end.
. Received exemplary award for driving high level of efficiency and consistent Quality for more than 5 times
during my tenure
DSS Mobile Communications May 2001 – April 2002
. Responsible for attending calls of the customer for 3 subdivision of customer care department
. Proven track record of being an efficient and a Quality Caller
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4. PROFESSIONAL DEVELOPMENTS
Project Management Professional (PMP)
®
PMI-US, Jan 2016
PRINCE2® Foundation Certified
APMG-UK, Feb 2016
ITIL Foundation Certified
EXIM, Feb 2016
Future Leaders Program (FLP) - Accredited
PCI, Dec 2012
 Certificate of Qualification in Interviewing Skills by Hemsley Fraser Group Ltd
 In-house workshops on Presentation skills and Art of feedback
 Undergone training on SAP IS Retail
EDUCATION AND TRAINING
Masters in Computer Applications (MCA)
Bharathidasan University, Tiruchirapalli 2004
Bachelors Degree in Science (Mathematics)
University of Madras, Chennai 2001
PERSONAL INFORMATION
PASSPORT DETAILS
Father Name : Late A. M. ALIM
Marital Status : Married
Date of Birth : 11 Dec 1980
Passport No. : K1034786
Place of issue : Chennai
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