1. In 2000 when I joined TCS as a campus hire, I have been served with a show cause notice within 2 months as I was always absent in the class room
training post office hour, however I have received customer appreciation on the same month for providing a solution to close the contract/service job
30% faster and effective utilization of service engineers of GE Healthcare. I survived in my job! Later on those ideas and value adds helped me to
join GE Healthcare I2I business as a Project Manager when I had only 5 years of industry experience.
Building a brand new data warehouse with a set of dashboard and reports is always an experience to share. If that is for Allstate’s Agent
compensation calculation, powered by predictive analysis on product strategy it is even interesting. Also I cant undermine the strategy we build to
convert entire legacy wording (insurance documents) to HP Exstream & TIBCO based solution.
I always believe right set of process can do wonders, however no process can exists without people. I learnt it when I certified myself in Six Sigma
Green belt in 2002. Since then the IT industry transformed a lot. Now we build innovative pricing models, convert T&M contracts to manage service
deal, however they are all focusing on to create a win-win relationship with customer.
It’s a belief that you need to work abroad to deal with customer better. I feel it’s a mindset. When I performed Engagement Manager role or used to
work as a customer side PM at GE, I learnt how to build a WIN strategy in a diverse situation. So far I established 3 new accounts and lead 10+
multi million deals to successful implementation where I felt innovative thoughts and creative solution are the key success criterion.
Santanu Ghosh
Delivery Manager
My Journey as a participative Leader

2. Start-up Mindset
It require a mindset to welcome Failure. I always try to be the first person to fail so that I can get the first mover advantage.
October, 2000 we were being transitioned by Wipro on GE Healthcare legacy application. It was my 1st assignment of my IT career. I have been provided a requirement in
French. Only option was left with me was to think innovative and come up with a solution. I never thought it will be such game changer for my career. We optimized the
service engineer’s efficiency by 30% and it was a million dollar benefit to GE
Now as a delivery manger I promote entrepreneurship at every level in my team and always allow my team to unleash their talent. Right now I own the largest personal line
insurance account at my organization where customer is moving towards their own captive, So only way to survive is innovation. Post valley we are growing now.
Key to success – Run the account as your own company
Fundu Channel
Weekly bridge call where
anyone can share innovative
ideas. Once implemented the
best 2 Idea generator gets an
award every month. Quarterly
winner is treated with “Coffee
with Sr Mgmt”
Create new business for 3 M+
Meet the Kid
I personally meet every <2
years exp. Team members
quarterly and plan to fulfil
their aspiration. This helps to
reduce the attrition (< 15%)
and increase productivity
(every fresher made billable
within 3 months)
One team
Build win-win strategy. Our
innovative model to build
capability at customer’s India
captive helped us to sustain
our business growth even
when the other vendor (Tier 1
IT comp) is losing business
Became top vendor from no 3
Top Line
Best time to bombard
customer with proposals
during ‘depression’, and
optimize during ‘boom’.
With “Top Line” initiative we
submitted 60+ proposals in
2014 – 2015.
2016 new business for 5 M+

3. Driving Growth
3
We build the growth strategy as our “Top Line” initiative. Divide the portfolio into four technical areas and create growth strategy based on following
Cost cutting cant be a long term strategy to sustain. Innovation and transformation are the driving factor to become market leader
Team readiness to
drive proposals
Value based solution
than cost based
Identify opportunities
proactively
Innovative & unique
solution
Delivery conformance
as part of proposal
Aggression to win
every opportunity
Key Wins (Proactive)
Enterprise level shared service solution Conversion of Managed Service for a global customerInnovative solution to win against Tier 1 competitor
High Readiness
Score, Least
Complex
A
Low Readiness
Score, Most
Complex
E
For a global customer (US, UK, NL) provided a
solution considering technology and process
affinity, geo pooling, service standardization
leading to 38% cost savings in 3 years. Three
steps solution to move into managed service
Developed mobile self service channel with
Adobe analytics to improve the quote to policy
bind success ratio per state per product. Once
the bind ratio > 7% invoices will be charged.
Received invoice with 10% reward in 5 months
Built a partnership model with Allstate to
enable customer to transform their IT
roadmap and build in house IP retention plan
whereas win a business of 6 Mil+ from
modernization, Core and flex services
Domain
Expert
Shared Services – Core
Team
(Customer & Vendor)
BAU work,
Automation execution
Modernization Team
(Vendor)
Next Gen Automation,
Accelerators,
Product competency
Business Knowledge
Competency Building
Flex Team
Vendor Team to support surge requirement (Ramp up/ ramp down within 2 weeks
People CredibilityPartnership
Key Initiatives:
Customer behavior trend analysis.
End to end Integration with
external solutions/services.
Adobe Site
Catalyst

4. Technology consulting and solution
We partnered with Allstate in building an end to end data
warehouse to consolidate Agents data in a new ADM which can
be used for generating reports on agent’s performance and finally
agent comp calculation.
During the development we realized customer’s need for advance
reporting and utilize predictive analysis which has enabled Allstate
to build product development strategy, enable agents to select the
right product and receive a guidance on their future compensation
Building Futuristic Analytics Platform
We partnered with Allstate in building Document Composition
Delivery Center (DCDC), a scalable Document Delivery platform
using TIBCO and HP Exstream to generate insurance documents
(wording) with no or very minimum maintenance cost
As part of the overall delivery strategy we proposed a factory
model with multiple tolls & accelerators which has bring down the
RDD to 0.15 from 1.20 and the overall cost of implementation for
51 state rollout for 3 LOB was reduced by 46%.
We win total 12 Mil+ revenue from this initiative
DCDC – Insurance Document conversion
from Legacy to TIBCO & HP Exstream
 TD Gen – Test data
generator
 SynBA – Requirement
Validation Tool
 WISTAF – TIBCO
rule validator
(LISA based)
 PDF Comp – PDF
Comparator for
regression
** Testing accelerators
Technology Used
 Abinitio
 BO xcelsius
 Adobe Analytics
A right mix of technology driven business & business driven technology

5. New Account set up Strategy
5
Start 3 Months 6 Months 1 year
Proposal & Due Diligence Initiation & Transition Stabilization Steady State
 High value driven proposition
with innovative solution &
optimized cost
 Due diligence to arrive at a
clear understanding of
portfolio, customer and derive
the implementation plan
 Define the metrics and
measurement progress
 Proactive sharing of risk and
mitigation
 Highlight accomplishments
 Identify improvement areas
and LEAN the process
Growth
Delivery
Excellence
Service
Excellence
Talent
Mgmt
Drive 4 Key areas across projects
A Case study to set up 1st Global investment account at Syntel List of New Account set up at Syntel
 Aegon (6M /year) – A Global
account of investment
management for Insurance comp
 eSurance (1 M/ Year) – US based
Insurance
 ACG (2.5 Mil/Year) – Testing of
Allstate Canada
 Belk (14 M / year) – Retail account
from US
 Lawson Product (1 M / year) –
Logistics customer from US
Initial Challenges
Very Low confidence from customer,
Strong labor laws at EU, Availability of
resources with reqd skillset, cultural
difference of different onsite locations
Steady State
30% of the portfolio moved to managed
service, 50% is in progress. Outcome based
pricing model with R&R. Service level Gio-
pooling to improve service quality and
minimize cost
Domain & Technology
Investment management for Insurance.
Technology Used: MEDM, Murex, PAM,
Share point, .NET, SSIS, SSRS,
Informatica, BO, EUC, Sybase, Oracle,
SQL Server, Datastage
Stabilization
Request Customer Sr. managers to visit
offshore, demonstrate the knowledge
management process and technical
capabilities, propose managed service
1st Step
Transition is tracked at very
detailed level, Regular
connect with customer and
mitigation of risks/issues
Aegon
Portfolio
USA UK Nederland
Focused approach with step by step improvement is the key to success

6. Customer Centricity
6
When I took
over
Customer’s Goal
 Digital transformation
 Moving into offshore based
agile
 Technology driven business
 Reduction of RTB cost
 IP retention at Captive &
get the fixed work delivered
Projection
Shared service model
as a technology partner
Modernization services
and build competency
at Customer’s captive
Fulfil surge requirement
of resources
Outcome based
delivery model
70+ value driven
proactive proposals
Committed automation
based solution to
reduce RTB cost
50+ certified scrum
master to build
agile competency
Outcome
Customer
Satisfaction Index
5.8/6
Back to growth
track
Win 5+ Mil digital
transformation deal
Become most
preferred
technology partner
More managed
Service contract
More customer
connect from offshore
Base
Outside in approach to build customized solution and grow together

7. My Team
7
Santanu Ghosh
Delivery Manager
Allstate, Aegon, New P&L A/C
Delivery Director
Sr. Project Manager
Abinitio Architect
BI/DW, SAP, TIBCO; Allstate (90 FTE)
Delivery Manager
Testing & Infrastructure, Allstate
(125 FTE)
Delivery Manager
AMO, Aegon
(70 FTE)
Sr. Project Manager
.NET Architect
WEB, RTB AMO, Allstate (85 FTE)
PMOPresales
BU Head
COOMotivation
Innovative
Smart
Technical
Process
Oriented
Knowledgeable
Challenging
WorkCulture
GrowthFocused
FutureReady
Operation
Effort<20%
No
Conflict
Dream Team: A future ready group of volunteers driving growth & Delivery Excellence