Summary
Overview
Work History
Education
Skills
Timeline
Generic

Hemant Hemanshu Mukim

Bengaluru,KA

Summary

Enthusiastic & Data driven Campaign Management professional with 15 years of experience in managing, executing and driving post campaign performance analysis for multi-channel marketing & service campaigns. Expertise in tracking, analyzing, and reporting on key performance indicators (KPIs) for digital and traditional marketing campaigns. Proven ability to drive customer engagement, generate leads & achieve business objectives through flawless & on-time delivery.

Overview

15
15
years of professional experience

Work History

Senior Systems Engineer

Commonwealth Bank of Australia, CBA
12.2023 - Current
  • Manage a team of 5 individuals supporting PEGA applications (CPDH & COSSE) to determine customer eligibility for product acquisition and feature updates.
  • Preparation of data from PEGA real time interactions to be used for dashboarding and reporting.
  • Analyze and produce data based on incident logs to generate reports/insights for production incident analysis and reduce reoccurrences of similar issues.
  • Perform root cause analysis for production issues to provide resolutions.
  • Led successful system upgrades (PEGA 7.1.9 to PEGA 8.8.3) by creating detailed implementation plans and coordinating resources effectively to perform impact analysis and functionality testing.
  • Identify process gaps, process streamlining & automation opportunities to reduce manual effort.

Lead Assistant Vice President

HSBC Electronic Data Processing
06.2021 - 11.2023
  • Manage a team of 7 individuals to handle end to end campaign operations (design, delivery & post campaign analysis) for US and MENA markets.
  • Collaborated with cross-functional teams to align campaign objectives, data, messaging, and target audiences.
  • Managed multi-channel campaigns (Email, Mobile messaging, Web, Direct Mail, Calling) for increased brand visibility and customer engagement.
  • Supported successful product launches through acquisitions & increased usage by performing data driven post campaign analysis and generate insights to increase customer engagement.
  • Experience with A/B testing analysis and reporting to drive campaign improvements.
  • Define KPIs & conducted thorough post-campaign analysis to identify successes, areas for improvement, and key learnings for future initiatives.
  • Analyzed campaign performance data using Tableau & Power BI for email, digital & mobile related channels by tracking key metrics (e.g. Click-through rates, open rate, conversion rate) to identify areas for optimization & improvements.
  • Identify opportunities to enhance the existing processes through automation & standardization. Created prototype tools using SAS & Unix based scripts to improve quality controls & automate/enhance existing processes or overcome process barriers.

Lead Manager

HSBC Electronic Data Processing
03.2019 - 05.2021
  • Manage a team of 7 individuals to handle end to end campaign operations (design, delivery & post campaign analysis) for US and MENA markets.
  • Collaborated with cross-functional teams to align campaign objectives, data, messaging, and target audiences.
  • Managed multi-channel campaigns (Email, Mobile messaging, Web, Direct Mail, Calling) for increased brand visibility and customer engagement.
  • Supported successful product launches through acquisitions & increased usage by performing data driven post campaign analysis and generate insights to increase customer engagement.
  • Experience with A/B testing analysis and reporting to drive campaign improvements.
  • Define KPIs & conducted thorough post-campaign analysis to identify successes, areas for improvement, and key learnings for future initiatives.
  • Analyzed campaign performance data using Tableau & Power BI for email, digital & mobile related channels by tracking key metrics (e.g. Click-through rates, open rate, conversion rate) to identify areas for optimization & improvements.
  • Identify opportunities to enhance the existing processes through automation & standardization. Created prototype tools using SAS & Unix based scripts to improve quality controls & automate/enhance existing processes or overcome process barriers.

Manager

HSBC Electronic Data Processing
01.2017 - 02.2019
  • Manage a team of 7 individuals to handle end to end campaign operations (design, delivery & post campaign analysis) for US and MENA markets.
  • Collaborated with cross-functional teams to align campaign objectives, data, messaging, and target audiences.
  • Managed multi-channel campaigns (Email, Mobile messaging, Web, Direct Mail, Calling) for increased brand visibility and customer engagement.
  • Supported successful product launches through acquisitions & increased usage by performing data driven post campaign analysis and generate insights to increase customer engagement.
  • Experience with A/B testing analysis and reporting to drive campaign improvements.
  • Define KPIs & conducted thorough post-campaign analysis to identify successes, areas for improvement, and key learnings for future initiatives.
  • Analyzed campaign performance data using Tableau & Power BI for email, digital & mobile related channels by tracking key metrics (e.g. Click-through rates, open rate, conversion rate) to identify areas for optimization & improvements.
  • Identify opportunities to enhance the existing processes through automation & standardization. Created prototype tools using SAS & Unix based scripts to improve quality controls & automate/enhance existing processes or overcome process barriers.

Assistant Manager

American Express
02.2015 - 12.2016
  • Manage day to day direct marketing campaign operations for consumer & NON USCS businesses ensuring robust operational risk controls & adherence to business, contractual & legal policies.
  • Responsible for workload management for the team of 5 people by assessing the criticality & time sensitivity of the deliverables & prioritize accordingly.
  • Drive customer acquisition, engagement & retention through execution of various cross-sell, loyalty & service campaigns for email, direct mail, web, telemarketing channels on IBM Unica.
  • Generate post campaign reports to generate insights into campaign performance and identify improvement opportunities.
  • Developed robust SQL scripts to extract relevant information from large datasets quickly and accurately as part of data preparation thereby expediting ad hoc report requests.
  • Identify & implement opportunities for enhancing process efficiencies through automation & standardization.
  • Collaborate with cross functional teams to provide UAT and PIV support on various projects.
  • Lead in organizing various group level events such as Sports & Fun event.

System Analyst

American Express
08.2013 - 01.2015
  • Manage day to day direct marketing campaign operations for consumer & NON USCS businesses ensuring robust operational risk controls & adherence to business, contractual & legal policies.
  • Responsible for workload management for the team of 5 people by assessing the criticality & time sensitivity of the deliverables & prioritize accordingly.
  • Drive customer acquisition, engagement & retention through execution of various cross-sell, loyalty & service campaigns for email, direct mail, web, telemarketing channels on IBM Unica.
  • Generate post campaign reports to generate insights into campaign performance and identify improvement opportunities.
  • Developed robust SQL scripts to extract relevant information from large datasets quickly and accurately as part of data preparation thereby expediting ad hoc report requests.
  • Identify & implement opportunities for enhancing process efficiencies through automation & standardization.
  • Collaborate with cross functional teams to provide UAT and PIV support on various projects.
  • Lead in organizing various group level events such as Sports & Fun event.

Systems Engineer

Tata Consultancy Services
01.2012 - 08.2013
  • Manage the technical aspect of TCS – BaNCS (V4) project for managing client specific deliveries (processing, deployment & packaging) for 7 major global financial institutions.
  • Development of scripts on UNIX to streamline & automate various manual processes of the project.
  • Responsible for configuration management of the project and deliverables to the clients.
  • Management of profiles, servers & applications of IBM WebSphere application server & troubleshooting the issues.
  • Developing SQL queries for the application and managing database related issues.
  • Design and development of client specific interfaces to process various vendor feeds such as SWIFT, Bloomberg, GCA etc. in Service Integrator application.
  • Defect analysis & fixing, module testing of Corporate Actions of TCS-BaNCS application suite.

Assistant System Engineer

Tata Consultancy Services
12.2009 - 12.2011
  • Manage the technical aspect of TCS – BaNCS (V4) project for managing client specific deliveries (processing, deployment & packaging) for 7 major global financial institutions.
  • Development of scripts on UNIX to streamline & automate various manual processes of the project.
  • Responsible for configuration management of the project and deliverables to the clients.
  • Management of profiles, servers & applications of IBM WebSphere application server & troubleshooting the issues.
  • Developing SQL queries for the application and managing database related issues.
  • Design and development of client specific interfaces to process various vendor feeds such as SWIFT, Bloomberg, GCA etc. in Service Integrator application.
  • Defect analysis & fixing, module testing of Corporate Actions of TCS-BaNCS application suite.

Education

Bachelor in Technology - Electronics And Communications Engineering

Vellore Institute of Technology
Vellore, India
05-2009

Skills

  • Campaign Management & Execution
  • Campaign Performance Analysis
  • Base SAS & SAS Macros
  • SQL proficiency
  • PEGA Customer Decisioning
  • Data visualization with Tableau
  • Power BI
  • Advanced Excel
  • Shell scripting in Unix
  • IBM Unica
  • Basic C/C
  • Analytical problem-solving

Timeline

Senior Systems Engineer

Commonwealth Bank of Australia, CBA
12.2023 - Current

Lead Assistant Vice President

HSBC Electronic Data Processing
06.2021 - 11.2023

Lead Manager

HSBC Electronic Data Processing
03.2019 - 05.2021

Manager

HSBC Electronic Data Processing
01.2017 - 02.2019

Assistant Manager

American Express
02.2015 - 12.2016

System Analyst

American Express
08.2013 - 01.2015

Systems Engineer

Tata Consultancy Services
01.2012 - 08.2013

Assistant System Engineer

Tata Consultancy Services
12.2009 - 12.2011

Bachelor in Technology - Electronics And Communications Engineering

Vellore Institute of Technology

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Hemant Hemanshu Mukim