Ramkumar Viswanathan

• Built and designed the Europe & Rest of the World (RoW) transformation portfolio roadmap with the Transformation Director, sequencing 25+ initiatives and realising c£30M in benefits.

• Defined and executed a global transformation roadmap for Order-to-Cash processes across 6 countries, aligning delivery with strategic business goals and impacting 1,800+ FTEs.

• Planned and oversaw the end-to-end rollout and integration of Salesforce Cloud (CRM & pipeline), Oracle Fusion & CPQ (pricing, quoting & Invoicing) and Vertex (tax automation), ensuring seamless adoption and business value realisation.

• Consolidated and standardised Order-to-Cash & Finance Ops processes across 6+ countries into a unified global Playbook (covering 6 categories), driving cross-business unit consistency and scalability.

• Engaged with Front Office, Finance, Customer Service, and Operations teams across Business Units to gather requirements, set & manage expectations, and drive successful adoption of global platforms (technology and process).

• Collaborated with internal technology teams and external SaaS vendors (Salesforce, Oracle Fusion, Credica) to ensure platform delivery was aligned to the transformation roadmap, integrated with enterprise architecture, and supported strategic business outcomes.

• Led the cross-functional programme team (Enterprise Architects, Solution Architects, Data, Process, and SI partners) to ensure smooth delivery within and across multiple workstreams.

• Implemented KPI dashboards and controls to monitor sales conversion, overall cycle times, pricing accuracy, tax compliance, billing efficiency, and collection performance.

• Achieved £22M+ in commercial benefits through automation, compliance, and improved sales-to-cash conversion

• Developed a strategic business case for Future of Contact Centres, enabling AI-led routing/self-service and delivering £15M value uplift.

• Defined and managed a multi-workstream programme supporting transition to a new supplier operating model, overseeing 25+ transformation projects with a combined value of £150m+.

• Developed and embedded a Transition & Change Gate Framework across major programmes, aligning delivery roadmaps with HMRC's strategic objectives and ensuring governance consistency.

• Designed and established a multi-workstream transformation programme covering 80% of product lines, overseeing delivery governance and driving successful outcomes across all streams.

• Developed an Operational Excellence Strategy for Finance & Customer Services (300+ FTEs), optimising processes across insurance and wealth products.

• Led implementation of an enterprise-wide Process Management tool, Nintex, driving visibility, collaboration and continuous improvement across all products.

• Developed a benefits framework to assess transformation impact and track value realisation across all 4 workstreams.

• Chaired governance forums to measure progress, align new ways of working, and track benefits against the framework.

• Chaired governance forums to assess transformation impact, track benefits and align new ways of working with strategic goals.

• Developed the business case worth £12 million to adopt e-signature solutions, enhancing customer onboarding efficiency for all the wealth and insurance products.