AVP Operations & Business Excellence
Loylty Rewardz Pvt. Ltd.
Total years of experience :17 years, 11 Months
Oversee team management, loyalty operations, coordination with redemption vendors, drive P&L improvement, and adeptly manage stakeholders. Continuously strive for organizational and business excellence through a focus on driving continuous improvement. Manage a diverse portfolio, including partnerships with 25+ banks, 45+ accrual partners, and collaboration with 12+ redemption vendors. Achieved a $385, 000 one-time gain and a $216, 000 incremental annual gain through the implemented changes in APRIF Logic. Improved financial performance, visibility, and predictive capabilities through the implementation of various Loyalty Business Constructs and Control Processes. Leading the CEO Project to analyze cost-saving opportunities, optimize resource utilization, and identify business opportunities.
Lead Operations Teams, ensuring the delivery of Bank and Partner MIS, overseeing Cash/Points Reconciliations, managing Vendor Relationships, overseeing Merchandise Catalogue, supervising Order Fulfilment, and driving Process Improvements through expertise in Lean Six Sigma. Reduced Delivery TAT to 5 days from average 12 days. Reduced the delivery timeline of Bank MIS to 6 days from 20 days. Accomplished FMEA Project on Tech Processing and Reporting. Accomplished House of Quality Project on Partner Engagement and Success. Achieved promotion to Senior Manager within 6 months of joining. Spearheaded a change in transaction processing for Banks and Partners, resulting in a $144, 300 annual revenue increment. Streamlined departmental accountabilities contributing to Monthly Invoicing through the implementation of a RASIC chart.
Led a global team responsible for quality measurement of Kindle eBooks content, enhancing operational excellence, and facilitating informed decision-making within the program. Implemented robust mechanisms and processes to identify errors, issues, patterns, and actionable insights through data analysis. Offered mentorship, guidance, and recognition to team members, fostering their growth and development. Effectively managed 8 diverse marketplaces and oversaw 6 distinct processes. Implemented a Kaizen burst resulting in a 25% reduction in AHT and the downsizing of 5 FTEs. Spearheaded process improvement initiatives, achieving 3 notable improvements through Kaizen.
Initiated and led a team and operations responsible for supplying data to the Algorithm and constructing Product taxonomy in alignment with GS1 standards. Managed a team of 16 members engaged in the classification of product types, category hierarchies, and machine learning data.
Reducing AHT by 60% resulting in higher productivity and faster delivery of Product Type. Reduced the resource requirement by 6 FTEs, resulting in cost saving of $20, 776 / annum. Headed the development & deployment of in-house Product Type classifier algorithm.
Appreciated and recommended by the Director - Global e-commerce Integration at Dell
Increased the B2B frictionless percentage by reducing the order rejection percentage from 21% to 6%. Conversion of
51, 000 orders / quarter (cost of manual processing $8 / order) saving ~INR2.65 crore / quarter
Improvised the order broker logic for US SMB & LE sector, resulted in further movement of frictionless of 30000 orders
(Cost of manual processing $4 / order), saving ~INR78 lacs / quarter
Enabled the stalled integration for 170 Dell’s premier customer by devising an innovative mapping solution in
webMethods developer
New business earned order broker frictionless process, of 4 FTEs billing ~INR1.56 crore / annum
Directed a team of 15 Analyst, 1 Senior Analyst and a virtual team from Texas
Received the Best Process Manager of the Quarter Award and 3 Spot Awards
Led the implementation & certification of 4 Business Process Improvement (BPI) ideas
Successfully augmented the online penetration of orders from 86% to 97%
Re-structured the order broker logic which resulted in increase in frictionless orders
Secured a new / additional process from client which contributed to the revenue for organization
Delivered a project on Six Sigma which increased the frictionless rate of online orders and saved operating cost;
ensured the provision of system behavior results, findings, gap and solutions
Process Management: Team Coach - Lead the team of 25 team members, managed 15 + sub processes such as recalculation of corporate customer bills, provide contractual credits, goodwill credits, migration of existing customers to new platform, add / remove boltons (VAS) etc.. Deliver weekly & monthly reports, handle escalations, identifying improvement areas and implementing adequate measures to maximize customer satisfaction. Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters and knowledge. Create weekly & quarterly report showcasing the progress made by the team.
Significant Highlights at FIS, India:
Responsible for driving a team of 25 team members, with over 30 sub processes (includes recalculation of entire customer bills, activation and deactivation of services, promotional offers, providing contractual credits etc.)
Meeting deadlines / SLA’s and turnaround time without compromising on quality norms for 30+ sub processes
A certified Team Coach @ FIS
Mentor, coach the under performer and groom the good performance for next level and succession planning
Awarded Best Team of the Quarter several times and implemented Business Process Improvement ideas by automating the processes.
Bachelor of Commerce from Mumbai University, 2006 Excellence in MS Excel