Vikrant Gupta Email & Phone Number

London Area, United Kingdom

Summary of experience:- Researched the market and customer voice to develop insights and strategies around banking-as-a-service (BaaS) and money movement (US market focussed).- Created roadmap and wrote Product Requirement Documents (PRDs) for BaaS, bill pay, statements, money movement.- Understood client segmentation, market opportunities, and other levers for pricing and GTM strategies. - Wrote feature and story definitions and worked with the engineering teams for its delivery in SAFe environment.- Developed and launched “product scorecard” for all major banking and capital market products which was presented to the FIS CEO.

London, England, United Kingdom

Summary of experience:- Led Domains mobilisation programme, focussed on rationalising WorldPay products by working with product, technology and architecture leadership in defining current state and approved target state. Fully launched 8 Domains in one year.- Built relationships with product, engineering, and architect teams of all the major Domains in WorldPay.- Completed Pragmatic training on product management (Level 1 to Level 4).

London Area, United Kingdom

- Created Merchant Small Change Initiative that focusses on investing in small technical changes linked directly with unblocking revenue. Within first 8 months of implementation spent £1.2m to unlock business of over £32m.- Managed Phase 1 delivery T+1 settlement in Australia, enabling FIS WorldPay to compete locally.- Managed relationship and provide technical leadership with vendor RS2 who provides acquiring platform for FIS Worldpay.

London, United Kingdom

Programme Manager: Barclaycards Affordability (CONC) Jun 2019 to Feb 2020Budget: £75m; 12 dedicated project resources & 100+ shared services resourcesScope: Remediatation of customers’ financial detriment caused due to unaffordable lending (new limit at acquisition or increase in existing limit to the credit card accounts)- Managed/delivered end-to-end delivery of remediation workstream of the programme.- Successfully delivered defined milestones, processes and controls to facilitate Barclays CEO’s accreditation to FCA.- Created governance structure and delivered impacted population identification.- Led the delivery of customer response principles and redress policies and defined end to end remediation delivery approach using portfolio’s shared services.- Aligned activities to established business processes, protocols and quality standards.

London Area, United Kingdom

Programme Manager: QA Lead – Remediation Portfolio Mar 2019 to Jun 2019Scope: Unblock QA deliveries to expedite overall portfolio delivery (a major bottleneck impacting many critical remediation programmes and projects in the portfolio)- Produced and delivered an operating model for the QA team to improve planning and transparency- Reviewed deliverables to ensure schedules were maintained, while meeting with quality standards, endorsing changes to plans where applicable.- Created and maintained a delivery plan for QA deliverables.- Maintained excellent relationships with colleagues at all levels to facilitate quality work, effectiveness and efficiency.

London Area, United Kingdom

Programme Manager: Financial Assistance (Collections) Dec 2017 to Feb 2019Scope: Review and remediate collections support processes for customers in financial difficulty- Re-engineered collections process, defined TOM, implemented changes internally within the bank and third parties e.g. Debt Collections Agencies, Credit Reference Agencies, Data processing companies.- Participated in customer communication strategy that included bank’s public statement, customer response management, media, government and consumer group response plans. - Owned the design and implementation of various customer journeys, letter templates, FAQs. Established service teams that supported customer communication and response adapted to serve each of the business areas – current accounts, retail loans, credit cards and partner finance.- Prepared contact policies (gone-away, customer tracing), setup third party contact centre and managed complaints and escalations teams.

London Area, United Kingdom

Programme Manager: Enterprise Finance Guarantee Loans Sep 2016 to Dec 2017Budget: £3.5m, 15 full-time & 100+ shared services resourcesScope: Set up to remediate excess premium charged on EFG loans caused due to unscheduled overpayments by customers- Defined remediation principles, methodology and quality control framework working with British Business Bank (BBB) and their auditors.- Reviewed and calculated refunds for each in-scope EFG loan and communicated to customers depending on their current statuses including be Limited companies, partnerships, dissolved, IVAs, in administrations or deceased.- Maintained strong programme stakeholder relationships including with BBB & their auditors, internal QA, logistics, helpdesk, complaints, payments, external auditors, legal, compliance and tax.

London

Programme: Loan Repayment Review and Remediation Feb 2015 to Sep 2016Budget: £3m, 15 full-time & 100+ shared services resourcesScope: Change programme to address historical weaknesses within the Bank’s loan annual repayment review processes. Role involved “As-Is” systems and process analysis, the development and delivery of remediation policies and development of new age solution and target operating model with automation - improving the accuracy and efficiency of the end to end process- Led the successful development of a new loan repayment calculation tool.- Reviewed 40,000+ business loans including writing to circa 12,000 customers.- Delivered the transition of the improved processes and technology back to business.

London Area, United Kingdom

Programme: Interest Rate Hedging Product (IRHP) Section 166 notice Sep 2012 to Feb 2015Consultant through Sapient Ltd.Budget: £1.5billion, 750+ FTEs at the peak across the programmeScope: Set up in response to FSA’s (now FCA’s) Section 166 determination on Interst Rates Swaps miss-selling. These customers took interest rate swap products to mitigate risk against interest rate on thier commercial lending. The issue was that the break clause was not explained appropriately.- Successfully defined end to end processes and workflows to manage the review of each trade sale within the agreed population.- Recruited, trained and supported customer review directors and regulated sales directors spread over six locations across the UK.- Recognised for contribution to the programme and awarded from Barclays and Sapient for exemplary performance.

London Area, United Kingdom

Head of Derivatives Settlements Technology - Client RBS Feb 2010 to Mar 2012Budget: Investment of £4.4m for 2011 and £4.2m for 2012 besides the BAU teams in London, India and SingaporeScope: Implementation of changes to meet the strategic, mandatory (industry led) and tactical objectives.Run BAU technology services and ensure payments for Credit, Rates, Equities, Commodities and futures trades are settled in all currencies.- Led the successful delivery of a new Interest rates derivative settlement platform and its migration.- Led the implementation of multi-entity capability of the strategic settlement platform along with data segregation for emerging markets.- Successfully delivered the first phase of the Equity derivative platform integration and transformation.Programme Manager – Client RBS (ITIL implementation) Feb 2007 to Jan 2010Scope: Develop and roll out a product support framework specific for RBS. Ensure the new framework is embedded in the DNA of the organisation.- Created the Service Management framework (based on ITIL), customized and ensured that it was relevant to the bank.- Managed/delivered technical enhancements/redesign of service management tools for Incident, Change, Problem, Fault and Configuration Management.- Designed/maintained service management dashboards with KPIs for Senior Management.Sapient India Jun 2005 to Jan 2007- Client RBS, Project Manager – Settlement, Brokerage and Funding applications of Integrated Credit Environment (F2B) application suite- Client T-Com, Project Manager – Support SLA of the Web Provisioning System - Subject Matter Expert – Agile Methodologies

Project Manager – Courseware Restructuring.SAP LABS – GermanyProject Manager – New product Course Delivery.Microsoft Inc – USAProject Manager – Post Graduate MBA degree Education Management Corporation (EDMC) – USA

Co-founder and Associate Vice PresidentVirtualSoft Systems Ltd., March 2000 to Aug 2003Evangelized video streaming based knowledge management platform.Managed a team of 56 people in India over the period of three years to develop three different suites of products. Managed products release management, training kit, adoption and more than 30 conversion projects for various clients.

Country Manager – Call CentersHCL Infosystems Ltd.Established and run nine small call centers.Head this operation nationally for about a year.

Product Management Certification (Pmc), Product Management

Pmp, Project Management

Bachelors Of Engineering, Civil Engineering