Siva Thiagarajah Email & Phone Number

Purchase, Ny, Us

Leading B2B Global Customer Care efforts for COPC certification globally.Driving strategic decision making based on data analysis and trends to deliver:1. Premium/Differentiated/Segmented Servicing Structure2. Creation of COE HUBs to enable follow the sun support models3. Created hiring, onboarding, training and skill verification programs4. Process Maturity Models and Digitization Strategy for Services5. Post Merger Integration Support Structure - Hypercare and beyond6. Servicing Director for Japan, SEA and APMEA ProcessingDesign, Planning and Implementation of Long Term Transformation Strategy for B2B Global Customer Care by driving the adoption of GenAI and optimizing servicing locations in order to remove bad demand and improve bottom lines through data analysis.Post Merger Integration for M&A portfolio migrations, new clients/market entry, global roll out of strategic transformative initiatives and overall program/project management.

Purchase, Ny, Us

Direct leadership to CTS Reps across Asia Pacific to support Loyalty Operations across Travel Operations, Catalogue and Fulfilment Operations, Vendor Billing and Invoicing, Platform Maintenance and Operations as well as Cross Border Spend Program Operations, Card Holder Benefits & Insurance Products, Cross Border Spend Program Operations.Responsible to drive operational efficiencies and transformation by consolidation of services, creation and implementation of KPIs.Successfully identified issues with legacy telephony systems and provided consultation and resolution to drive customer interaction and uptake into the proper support channels.Responsible for integration of new programs and services across Customer Technical Servicing in AP as Asia Pacific Products and Service Design SME.

Purchase, Ny, Us

Direct leadership to multiple teams across Asia Pacific to support Loyalty Operations across Travel Operations, Catalogue and Fulfilment Operations, Vendor Billing and Invoicing, Platform Maintenance and Operations, Card Holder Benefits & Insurance Products, Cross Border Spend Program Operations.Responsible to drive operational efficiencies and transformation by consolidation of services, creation, and implementation of KPIs.Responsible for the successful launch of Customer Technical Servicing Helpdesk and Automation of Sourcing and Content Update and Merchant Rewards enrollment and invoicing.

New York, Ny, Us

Direct leadership to Client Facing Implementation Managers across Singapore, Hong Kong and Taiwan while being based out of Singapore.Responsible to drive operational and implementation excellence through application of LEAN and Six Sigma principles when applicable to increase efficiency.Own the end-to-end Implementation process for Corporate Payments Solutions and propose appropriate solutions to the client with the underlying aim to ensure seamless onboarding experience and quick ramp up of spend and full realization of spend potential by prospective clients.Work directly and indirectly with Sales Teams to run road shows and client meetings, trainings, and workshops to drive higher sales and spend volumes.Maintain and develop partner relationships with designated business unit partners to support overall execution of business unit strategy.Identify, develop, and retain talent via effective coaching and performance management.Partner and execute ad hoc projects focused on driving growth and revenue while enhancing customer experience and loyalty with American Express.

New York, Ny, Us

Leading teams for CLM HD, Multicurrency, Premium and GCG Servicing for JAPA (ANZ, SG and HK), Elite Care and Global Accounts (Total 41 headcounts, 4 Leaders).Enable and implement the Elite Care Team and Segmentation Model for Merchant Servicing JAPA.• Center Level Charity – Rewards and Recognition Committee Stream Lead.Center Level BCP Owner for Merchant Servicing – Member of the Crisis Response Team KLGSC.Global Lead for LCCP Initiative.Key contact person in JAPA for Managed and Premium Accounts Servicing for GMS and WS stakeholders.

New York, Ny, Us

Provide direct leadership for CLM HD, Multicurrency, Premium and GCG Servicing for JAPA (ANZ, SG and HK) and Global Accounts.Enable and implement the Client Manager Helpdesk Servicing plan via working with primary Global Merchant Services and World Service stakeholders, to get their buy in and align to the general business strategy.

New York, Ny, Us

Providing Leadership Support and Subject Matter Expert for Inbound/Outbound voice and non-voice operational servicing for Australian and New Zealand merchants.Implementation and operationalization of the Global Multicurrency Process.Redesign and Implementation of the Save a Merchant Process for Australia and Chargeback Prevention Process for ANZ.

New York, Ny, Us

Inbound voice operational servicing for Australian and New Zealand merchants.

Singapore, Sg

Financial planning and insurance for individuals to secure financial stability post retirement and in the event of unforeseen circumstances.

Inbound/Outbound voice and non-voice servicing for Credit and Collections.Assistant Team Lead and non-voice servicing coordinator – ensuring servicing KPIs are met, response time and effective closure.

London, Gb

Backend processing of global digital payments, B2C and B2B via direct transfer process.Pioneer for recurrent billing payments process (migration from India to Malaysia).Team Trainer for World-Pay Processes.

Master Of Business Administration - Mba, Strategy And Finance

American Express & Harvard Certificate In Leadership Excellence, Leadership