Suriya B. Email and Phone Number

Responsible for managing SaaS and Atlassian productivity and collaboration tools. Partnered with customer success managers to build strategic vendor partnerships to influence roadmaps, conduct quarterly business reviews, align on tactical plans to solve the company’s tooling problems today and prepare for challenges of tomorrow. Represented the voice of customers in Google SIG’s, product discoveries and feature requests. Collaborated with cross functional stakeholders to develop strategies that empowered users to work seamlessly in a distributed first, work from anywhere hybrid model. Partnered with data scientists to provide user insights, business objectives and market trends to define measurable metrics and build data dashboards.

led product development in partnership with UX designers and engineers to build the first prepaid Rocker card for the Swedish Market. Using API’s and collaboration with a chain of solution-based partners including Visa, Enfuce and Megacard to expand the business offering and support company growth. Strong focus on analysing customer data to find patterns, opportunities and insights into customer behaviour. Defined product vision, executed roadmap, OKRs, Agile practices, and competitor analysis to guide product development. Key achievements:* Tested MVP product that attracted over 6k customers during pilot phase * launched product to over 10 million customers in Sweden and successfully acquired over 30k in first 2 months, generating over 55m sek in transactions which also resulted in Rocker being the no 1 download app in Sweden * Applied data analysis to successfully convert over 25% into active customers

Centiglobe creates global payment solutions on blockchain, aiming to modernize the process of transferring value, specifically in the area of cross-border payments and disintermediation of the traditional financial system, making trade global with higher security, faster transactions and at reduced costs.

Pliance is an API-first service helping modern, tech-driven companies automate AML processes so they can streamline workflows, save time, and focus on creating value for their customers. Key achievement: Research on critical Anti Money Laundry practices and impact to B2B solutions

Optimus is a Stockholm based bootstrap start-up, focused on providing an online market platform for personal development where expert coaches can scale their skills digitally to reach a wider audience and help users reach goals, learn new skills and break habits via online challenges. The goal is to help millions of people get easy access to areas of fitness, self-improvement and health. We want to create a safe community for like-minded people and make personal development affordable, anytime and anywhere.My mission was to build on the MVP success and take the business to the next level. key Responsibilities:* Headed Product development using agile Practices. Created product vision, OKR's, daily scrum, retrospectives, customer journeys, backlog grooming, customer FAQ, defined Process and presented roadmap to investors. * Created recruitment strategy and assembled a diverse cross functional team of Engineers and UX to build web and mobile user experience * Gather customer feedback to identify and iterate on top 3 onboarding issues - as a result coaches added 15 new challenges

led product development to build a new internal facing product that ensured products are solving customer problems and are tested for quality, usability and fit for purpose. Partnered with cross functional teams to design high fidelity wireframes, conduct A/B and prototype and hypothesis testing, define MVP features, gather customer feedback and build a platform for early adopters. Applied scrum methodology to groom backlog, prioritise sprint planning, continuous iteration and retrospective and delivered high quality user experience throughout the product life cycle using agile principles. Defined the product strategy, roadmap and delivered on short, medium- and long-term goals executed against OKRs. Devised communication plan and leveraged strong relationship skills with key stakeholders to ensure effective change management and gain buy in. Using quantitative and qualitative methods gathered customer and stakeholder feedback to drive the strategic vision and deliver innovative products and impeccable user experienceKey Achievements* Build an Early Adopter platform that connects over 40 product teams with over 3k end users representing all 6 defined personas, in over 55 lines of business and covering 140 global locations * Successfully aided 18 product teams to take at least one product through POC/MVP/ pilot and launch ensuring customer feedback, continuous iteration and retrospectives are build into product development* User feedback from early adopters enabled date cleansing for over 1,148 data elements* Collaborated with VP for servicing to build new chatbot using AI technology, supported the product team to engage all relevant and key stakeholders, test the chatbot with over 150 early adopters who generated over 300 feedback comments which in turn supported a successful iteration towards pilot and launch

Aligned all corporate payments execution in accordance with EMEA compliance and regulatory guidelines, including addressing AML requirements for France and Netherlands. Translated business needs into actionable plans and guided multiple projects through all project phases from requirements gathering to completion, assuring on-time, within scope and budget delivery. Managed financial planning and budgets ranging from several thousands to Multi millions dollars. Led cross-functional teams to deliver quality tested software and applied post implementation retrospectives to capture lessons learnt. Mapped future AML needs to capture best practices so testing teams can easily address them. Bridged communication gaps with business partners with regular status and budget updates.Key Achievements* Delivered Safekey 3D secure technology for 8 Nordic and European markets to protect against fraud while shopping online, as well as enable real time interactions between an American Express customer and a merchant’s site. Participated in the overall program which enabled 28 Safekey markets, over 80K+ merchants to account for $6B online spend in 2016. * Collaborated with 6 vendors including Iron mountain who provide secure data storage to comply with Solution Architecture Reviews to satisfy both internal and external data governess.* Delivered a technical capability for Credit Balance refunds. Identified and refunded over 270k customers who had accumulated credit, implemented a new streamlined payment process which led to an increase usage of 95%

Directed end-to-end delivery for new payment capabilities including the implementation of UK Real Time Remittances which was a top 100 multimillion-dollar project, requiring coordination of over 60 project teams to execute against dependencies, tight timelines and risk to budget. Program managed 10 vendor resources both onsite and offshore and tracked multiple projects across all project development lifecycles, managed capacity, velocity and removed barriers to execution. Collaborated with Lloyds bank, JPmorgan Chase, RR Donnelley and Bottom line to comply with solution architecture reviews and SOX compliance gaps to safeguard customer data and protect the business. led a combination of AIU, ORE, Compliance, Payments, customer experience type projects. Worked with Technical project manager curriculum to gather requirements, resource planning, quality assurance and process improvement.Key Achievements* Championed migration of over 1.5M customers to new UK real time remittances capability which generated over $3.7M in payments.* Implemented a technical process to address UK FSA requirement for Recurring Transactions by optimising the payment processing system from 3 days to real time which resulted in 100% reduction in recurring transactions across Consumer, Corporate, Co Brand and International Currency Card * Led technical implementation of customer data collected by EMEA banks and directed to Amex via JPmorgan Chase. Bridged communication gaps between key stakeholders and JPmorgan Chase by translating contractual language into business terms. As a result, executed a global chase contract, migrated 500 accounts and trained 270 users to JP morgan's Access functionality, closed ONCOP gap and Solutions Architecture reviews and improved data retention from 90 to 365 days

Build strong relationship with business partners to bridge communications gaps, ensure greater collaboration and consensus. Developed strong project management skills to deliver multiple projects on time, within budget and on time. Key Achievements* Closed operational risk by analysing existing solutions and best practices implemented by Mexico and Belgium markets. As a result the solution enabled the accounts receivable platform to reconcile accounts for Sweden, UK, France and Spain * Faster Payments- Reduced payments processing time from 7 days to 2 days by implementing faster payment service checks * Participated in KYC program for Italy - Supported the business to address regulatory restrictions imposed by the bank of Italy which stopped the acquisition of new cardmembers. Project was multimillion dollar, consisting of multiple work streams and many challenges. As a result mapped business processes to identify operational gaps and represented the voice of the business partner during technical meetings to bridge communication gaps and aid understanding of solution * Collaborated with cross functional teams to support the launch of the British Airways American Express corporate card, including marketing and sales, card production, rewards team and quality testing teams to remove dependencies and risks*Partner with Director Assistant for VP of World Services to identify training needs and develop training material across the organisation to support hundreds of colleagues

Developed valuable customer expertise and business acumen through a number of specialist roles, including Card Servicing, Card retention -Save a Cardmember, Centurion lifestyle executive, and Corporate strategic servicing. Providing end to end call resolution, collection of delinquent payments / promise to pay on aged accounts. Central point of contact to top 10 multinational and Mid market companies with payments queries including Capgemi, IBM, Accenture and BP, building knowledge on their internal systems and policies for corporate expenses and guiding them to resolution.Key Achievements* Graduated from Future leaders program - Presented a process improvement idea for a search tool to Executive Senior leadership, gained approval and sponsorship to implement. As a result the tool reduced repeat calls by 50% and saved the business $200k annually*Collected, analysed and presented reporting analytics to senior leadership on underlying system issues. logged card suppression data, compiled weekly customer account status reports for relationship managers, highlighting risks and issues and producing monthly reports on cancelled accounts * Qualified as a line instructor and owned responsibility for onboarding new hires including setting up access and Id’s. Training and designing training material on internal systems. Mentoring and coaching new and existing and teammates * Stand in Manager to provide cover support, responsible for overall management of day to day operational issues to ensure productivity and efficiency to meet daily targets. * Point of contact for technical and general queries as well as escalation for Strategic Corporate Servicing and other supporting teams/managers * Responsible for ordering software, moving phone lines and tracking technical issues - producing monthly report for seniors highlighting issues and possible solutions

Outbound calling offering advice and information, assisting customers with enquiries and problems. Beta tested dialling system for a new payment software for quality and usability before training team members. Supported customer satisfaction by providing tailored payment advice. Managing evening staff, training new employees in computer systems, company policies and regulations, training staff in ‘How to Deal with Difficult Situations’. Dealing with delinquent balances and working with customer to resolve through payments. Produced high balance reports on returned payments, returned direct debits and transfer balances

Responsible for day-to-day running of concession store and all paperwork, acted as a Relief Manager to other branches, managed a part-time employee, compile and report weekly sales figures to Area Manager and explain weekly turnover. Responsibility for shop floor and window displays, general store duties such as customer satisfaction and resolution of queries, dealing with customer complaints and enquiries and taking reservations.

Responsible for delivering high value customers experiences and ensuring effective stock levels to meet customer demand and welcoming customers into the store.

Responsibility for cash handling, paperwork, training new team members, supervising the shop floor, setting up sales stock, stock control, handling refunds, customer enquiries and exchanges and reporting daily sales figures