Hrithu Kuttathil

CRM Projects Specialist at ELAN Group - Novo Cinemas

• United Arab Emirates - Dubai
• My current job since January 2019

 Managing projects for Marketing Department of Novo Cinemas.
 Generating Customer Survey reports, Sales reports, developing dashboards for Management.
 Developed project plans in MS Project
 Managing projects and Initiatives for Business Units and Support functions.
 Managing SharePoint site to maintain project deliverables.
 Managing Marketing campaigns, sending weekly newsletters, performing market research, developing strategies to improve customer experience.
 Manging events, movie premieres & conferences across different cinema locations in Dubai.
 Analysing data, proficient in vista analytics, capturing insights on customer profile and developing reports.
 Managing Gift Card/Loyalty program for Customers.
 Analysing customer workflows, as-is process, analysing gap and suggesting to be process to improve customer satisfaction.

Business excellence specialist /PMO planner at Elan Group

• Qatar - Doha
• May 2015 to December 2018

 Built a Project Management Office by creating a standard framework, processes and procedures to follow for all enterprise projects.

 Developed project plan in MS project for Mobilization of Doha Exhibition Convention centre, collaborated with project teams to ensure schedules are accurate and ensured that all the changes and their impacts are accurately reflected in schedules.

 Managed the submission of project deliverables to ensure timeliness and adherence to project schedule and standards.

 Developed the Monthly Executive Dashboard for the Group Chief Executive Officer including the financial and operational performance of the Group and its Subsidiaries.

 Developed and improved systems, policies, procedures, processes & Business Performance Management/Balanced Scorecards in line with the requirements of International/National/Corporate standards and business improvement initiatives.

 Trained the Directors and project team in Dubai-Novo Cinemas on Project Management best practices, MS project 2013 and Project server online tool and formulated the project plan for opening of the Dragon Mart cinema.

 Organized and facilitated planning sessions for new projects and took care of re-planning for on-going projects as and when required.

 Oversaw all projects in the PMO including Business, IT, audit & compliance, and strategic initiatives.

 Ensured the standardization of tools, techniques and templates to ensure efficient and effective execution and monitoring of projects across the organization.

 Tracked, followed-up and updated the status of current projects through MS Project Professional 2013.

 Provided a central role to set up a PMO office for ELAN group.

 Developed and managed the execution of key deliverables and structured the change management process for all projects by interacting with the Business owners and Projects teams.

 Managed a Quality Management System (QMS) to check all deliverables were in compliance of quality assurance and implemented a standardised set of templates and governance models.

 Strong communication with Senior Management and Stakeholders by managing project meetings, producing dashboard reports and preparing executive presentations for the CEO.

 Maintained and monitored a complex baseline programme plan with project teams and routinely reviewed project plans, whilst managing inter-dependencies and critical path analysis.

 Closely managed RAID logs and developed an action plan to resolve any risks, issues or actions.
 Managed a SharePoint site to ensure all project documents and files were stored appropriately.

 Established an effective communication management plan, working closely with the project teams and clients on how project information will be distributed.

PMO at Tech Mahindra - Qatar

• Qatar - Doha
• May 2013 to May 2015

 Report & Dashboards Preparation - Dashboard preparation for the engagement based on the current status analysis of the account for senior management & customer - Daily, Weekly and Monthly reports. Also involved in preparing reports for customer to keep track of the SLA and KPI

 Managing day to day operations and project activities. Ensuring that standardized methods and procedures are used for efficient and prompt handling of all changes, to minimize the impact of change-related incidents upon service quality, and consequently improve the day-to-day operations of the organization.

 Project Governance - Ensuring the governance framework is implemented and executed in project and highlighting the same to stakeholders in case of deviation for corrective actions.

 Tracking the program milestones and ensuring closure as per target dates.

 Liaise with project stakeholders on an ongoing basis.

 Process Improvement - Prioritize and implement process change requirements based on the project needs. Prepare communication plans regarding process re-engineering for multiple stakeholders. Update and maintain documentation on process improvements and process performance with the help of Quality Team.

 Change Management - Identification of change in consultation with project team/ operations team. Understanding the change impact and converting the same in CR. Application of a structured change management approach and methodology for the people side change caused by projects and change efforts. Developing change management strategy based on a situational awareness of the details of the change and the groups being impacted by the change. Also involved in approving the CR and negotiating the same with customer.

 Responsible for Escalations Management, capturing, tracking & ensuring closer. Internal/ External assignment of the issues/ escalations for quick closure and coordinating in preparing the RCA.

 Ensuring Performance Management & Quality Management in Projects. Quality Reviews & tracking, ensuring closer of Non- conformance raised. Also preparing dashboard for the program for senior management.

 Involved in account handling and matching the customer expectations. Making sure all the deliveries are taken care of which are mentioned in service description.

 Keeping track of all the contractual deliverables and bindings. Responsible to ensure all the contractual deliverables are submitted as agreed with customer or as per contract binding to minimize risk of Liquidated Damages applicability, Service credits or penalties.

 Tracking and monitoring program P&L and EBITDA projections based on forecasting cost.

 Responsible for budget VS actual effort analysis.

 Where required, negotiate with other department managers for the acquisition of required personnel from within the company.

 Program planning & responsible for Tracking execution & Risk Management.

 Responsible for setting up, noting and publishing minutes for regular status meetings with the customer/ vendor.

 Document management - Uploading documentation in compliance with Company’s naming conventions, taxonomy and currency of artefacts to SharePoint/ repository.

 Estimate the resources and participants needed to achieve project goals.

 Responsible for budget VS actual effort analysis. Drafting and submitting budget proposals, and recommend subsequent budget changes where necessary.

 Responsible for arranging management meetings & documenting minutes of meeting

 Account handling - Involved in account handling and matching the customer expectations.

 Making sure take all the deliveries are taken care of which are mentioned in service description. Fully involved in end user testing on live production environment.

 Maintaining healthy client relationship and targeting to achieve maximum client satisfaction. Continually seeking and capitalizing upon opportunities to increase customer satisfaction and deepen client relationships

PMO at Tech Mahindra

• India - Mumbai
• October 2010 to April 2013