Summary

Overview

Work History

Education

Skills

Timeline

Accomplishments

Software

Languages

Certification

Key Roles Responsibilities

Domains

Hi, I’m

Akhileshwar Manhas

Manager - Systems, Integration & Delivery

Amsterdam

Summary

Akhil is a seasoned Digital Transformation Leader with over 10 years of experience in operational support, customer-centric digital solutions, and financial products. He has extensive expertise in leading and mentoring cross-functional teams, including those in technical and customer support roles, to resolve operational and technical challenges. Akhil has successfully implemented ITIL/ITSM practices and change management processes to drive efficiency and high-quality service delivery.

He excels in building and expanding support teams, fostering a culture of continuous development, and ensuring effective communication across global teams. With a strong background in managing support for financial products, Akhil has worked closely with stakeholders in Sales, Product Development, and Technical Support to optimize service delivery and product adoption. His experience in driving operational excellence, coaching teams, and managing escalations ensures that both merchant satisfaction and business goals are consistently met.

Overview

11

years of professional experience

1

Language

3

Certificates

Work History

Synechron Business Consulting

Manager - Systems, Integration & Delivery

11.2024 - Current

Job overview

Managed Salesforce for credit card onboarding and case management, improving support workflows and service efficiency.
Oversaw data migration and customized Salesforce to meet business needs, ensuring smooth system transition.
Implemented a ticketing system to streamline support, speed up response times, and track issue resolution.
Led Splunk onboarding to monitor key banking apps, enabling stable operations and proactive incident handling.
Drove change management, including training and adoption, to reduce disruption and boost productivity.
Supported data governance for credit risk apps, ensuring quality, compliance, and process transparency.
Worked with teams to optimize data flow and align support with regulatory requirements.
Contributed to the 2026 Technology Roadmap, representing support in strategic planning.

Royal Bank of Canada

Manager | Product Lead

04.2022 - 06.2024

Job overview

Delivered tech solutions saving ~$0.68M in FY'23 by optimizing support processes and systems.
Led digital transformation strategy, cutting ticket resolution time by 30% and reducing incidents by 80%.
Managed a global team of 15 (onshore/offshore) supporting Market Risk applications.
Acted as the primary contact and Product Owner for stakeholder-driven changes.
Drove automation, root cause analysis (5 WHYs), and participated in executive SteerCo reviews.
Contributed to product roadmap aligned with support transformation goals.
Engaged stakeholders to align support needs with long-term vision and requirements.
Created clear user stories, acceptance criteria, and a support-focused product strategy.
Prioritized and maintained a dynamic backlog reflecting evolving support priorities.

BNP Paribas

Senior Business Analyst

05.2021 - 03.2022

Job overview

Supported post-implementation, driving continuous improvements for reconciliation applications.
Served as escalation point for complex issues, ensuring timely resolution and customer satisfaction.
Led workshops to guide customers through process transformation and system adoption.
Managed stakeholder communication and alignment for ongoing support initiatives.
Prioritized issues and delegated tasks to subordinates, optimizing team efficiency and focus.

ERA Environmental Solutions

Consultant & Business Analyst

03.2020 - 04.2021

Job overview

Led change management, implementation & improvement of Warehouse management, HR, Supply Chain, H&S modules for automobile & energy clients
Spearheaded development of digital transformation of new technologies, improving productivity by 34% while reducing onboarding cost in 4 weeks
Annual training costs and total training hours reduction by 30% & 40% resp
Generated 20% more user engagement, enhanced satisfaction by 30%
Organized learning and networking sessions for prospective customers

One BCG

Senior Consultant & Quality Analyst

03.2018 - 07.2019

Job overview

Led IT consulting, analytics, solutions delivery & services portfolio expansion
Demonstrated payment gateway working to 15+ bank reps in Qatar
Identified inefficiencies, bottlenecks, opportunities for optimization & delivered digital solutions, reducing chargebacks by 40%
Successfully led payment gateway & AML process transformation
Developed customer success plans ensuring value realization & retention
Performed onsite need analysis, process assessment and benchmarking
Supervised performance evaluation, goal setting and resourcing

Accenture Solutions Pvt Ltd

Business & Test Analyst

12.2013 - 03.2018

Job overview

Simultaneously involved in global implementations of commercial cards, P&C Insurance projects for First Data, CITI Group, CNH Industrial & Allianz
Thorough involvement in project implementation
Elicited & documented detailed business/technical requirements
Collaborated with stakeholders to refine acceptance criteria
Conducted UAT per business requirements & user expectations
Led sprint & product demonstrations with client & feedback integration
Drove defects triage & coordinated with IT teams for timely resolution
Mentored and coached team of 14 resources

Education

Concordia University
Montreal, Canada

Masters of Engineering from Quality Systems Engineering

04.2001

University Overview

3.75/4.3 GPA
Dean’s Honour List, 2021

Chitkara University
Himachal Pradesh, India

Bachelors of Engineering from Electronics & Communications Engineering

04.2001

University Overview

7.39/10 GPA

Skills

Team Leadership & Mentorship

Timeline

Manager - Systems, Integration & Delivery

Synechron Business Consulting

11.2024 - Current

Advanced Certified Scrum Product Owner

01-2024

DevOps Institute Site Reliability Engineering Foundations

04-2023

Certified Scrum Product Owner

10-2022

Manager | Product Lead

Royal Bank of Canada

04.2022 - 06.2024

Senior Business Analyst

BNP Paribas

05.2021 - 03.2022

Consultant & Business Analyst

ERA Environmental Solutions

03.2020 - 04.2021

Senior Consultant & Quality Analyst

One BCG

03.2018 - 07.2019

Business & Test Analyst

Accenture Solutions Pvt Ltd

12.2013 - 03.2018

Concordia University

Masters of Engineering from Quality Systems Engineering

04.2001

Chitkara University

Bachelors of Engineering from Electronics & Communications Engineering

04.2001

Accomplishments

Accomplishments

Achieved ~$680K cost savings (FY’23) by designing and deploying scalable technology solutions across support operations.
Led a digital transformation initiative, enhancing support workflows — reduced ticket resolution time by 30% and cut production incidents by 80%.
Implemented automation and onboarding accelerators, boosting support team productivity by 34% and cutting onboarding costs within 4 weeks.
Optimized training strategy, reducing annual training costs by 30% and training hours by 40% without compromising service quality.
Improved user engagement by 20% and elevated customer satisfaction scores by 30% through experience-driven support enhancements.
Delivered a live demonstration of payment gateway workflows to 15+ bank representatives in Qatar, showcasing system reliability and transaction flow.
Identified and eliminated operational inefficiencies, leading to a 40% reduction in chargebacks through targeted process improvements and digital interventions.

Software

ServiceNow

Salesforce Service Cloud

JIRA Service Management

Splunk

Power BI/Tableau

Confluence

Languages

English

Native or Bilingual

Dutch

Limited Working

Certification

Advanced Certified Scrum Product Owner

Key Roles Responsibilities

Key Roles Responsibilities

Defined product strategies, prioritized roadmaps, and optimized support for delivery.
Mapped customer journeys to align support with needs and goals.
Managed backlogs, set objectives, and led demos for resolution.
Led end-to-end project implementations, improving efficiency.
Guided process changes, enhancing solutions for growth.
Collaborated with teams to ensure communication and delivery.
Advised leadership on emerging technologies and improvements.
Analyzed data to derive insights, optimizing strategies and satisfaction.
Led a team, troubleshooting issues and mentoring members.
Established best practices, driving accountability and alignment.

Domains

Domains

Commercial Cards, Insurance, Payments, Sustainability, E,H&S, HealthCare, Capital Markets, Warehouse Management Systems, Order2Cash

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