Expertise in growing & managing Retail & Banking loyalty programs. Currently focusing on growing the corporate loyalty platform for B2B & B2E partners. Also leading the Rewards Catalogue & Digital Voucher platform

Manage Revenue targetsDaily Operation – SLA & Customer complaints managementReporting – Weekly & Monthly KPI reporting, ADHOC reportingAnalytical insights – Engagement behavior, Redemption trends, Campaign performanceCompliance adherence – Overlook Internal audits, Bank audits & Third-party auditsPerformance marketing - Drive new card acquisition, Personal loans and Credit card upgradesUpgrading current technology integration – Work with existing partners to optimise the current integration levels and be future readySupport Special projects like Marketing cloud & Loyalty management software

Manage Voice, Email and Back office support of 120+ associatesTrack critical daily metrics like AHT, SLA [80:20], Call abandon rate, Email response time, C-Sat, FCR, Call/Email quality & Complaint ratesAttrition and resource planningVendor Contracts handling & negotiations

Manage Inbound and Outbound team of 60+ associates and 2 asst team leads.Maintain SLA's & KPI reportingProduct & System trainingOperate as a Subject matter expert to provide on floor supportHandle any customer escalation

Conducting mortgage product training for all new hires.Attend calibration sessions with client.Conduct refresher training for the agents identified by Quality team