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
Akhileshwar Manhas

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

Similar Profiles

  • Vijay Kumar

    Vijay KumarVijay Kumar

    Associate Consultant at Synechron Business ConsultingAssociate Consultant at Synechron Business Consulting

  • PRAVEEN KUMAR

    PRAVEEN KUMARPRAVEEN KUMAR

    Senior Technology Manager at Business Consulting and Solutions, RXG Business Consulting and SolutionsSenior Technology Manager at Business Consulting and Solutions, RXG Business Consulting and Solutions

  • FAISAL ALAMRI

    FAISAL ALAMRIFAISAL ALAMRI

    Chief Executive Officer, Project Management Office at Institute of Consulting and Business Solutions Prince Sattam bin Abdulaziz UniversityChief Executive Officer, Project Management Office at Institute of Consulting and Business Solutions Prince Sattam bin Abdulaziz University

  • Martyna Imosa

    Martyna ImosaMartyna Imosa

    Waitress at Broodjeszaak De Nieuwe RaiWaitress at Broodjeszaak De Nieuwe Rai

  • Shelby LaMont

    Shelby LaMontShelby LaMont

    Softball Instructor at Out of The Park SoftballSoftball Instructor at Out of The Park Softball

CREATE PROFILE
Akhileshwar ManhasManager - Systems, Integration & Delivery