Customer Data Platform
Narayanan S Chathapuram
Data Management & Engineering Leader
Chennai
Summary
Techno-Functional expert with 20+ years of experience in bringing organization value by implementing customer centric solutions. A strategic thinker with extensive experience in solving strategic and operational problems in an integrated way, across multiple technology domains. Key Implementations include - Best in class Customer Data Platform, Omni channel engagement channel, CRM and data marts.
Overview
20
20
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Director - Data Management & Engineering
Franklin Templeton International Services
01.2022 - Current
- Set up a Distribution Data ecosystem, that allows efficient use of data intelligence
- Work with Business Technology partners and internal Technology teams to deliver a robust global distribution Data & insights.
- To work on current US data ecosystem, until it’s migrated into a new ecosystem plan, and ensure smooth transition of all current US data needs to the new environment.
- Implement a framework for data quality, accuracy, and governance for the entire ecosystem, ensuring confident downstream usage
- Collaborate a variety of stakeholders, both on the business end user side, as well as several technology teams in the design, build and implementation of the data ecosystem.
- Formed strategic partnerships and connected with partners to drive business development.
- Spearheaded innovative approaches to resource allocation and strategic planning.
- Analyzed business needs while soliciting customer feedback for process improvements.
- Established departmental performance goals and provided feedback for underperforming areas.
Assistant Vice President - Strategic Initiatives
Franklin Templeton Investments
Chennai
08.2015 - 12.2021
- Reviewed, identified, updated and prioritized strategic initiatives to provide comprehensive support to senior leadership.
- Developed programs, policies and strategies that support the use of data as a strategic asset and competitive tool.
- Built meta data, data governance framework covering ownership, quality, and usage of data by cross functional teams in the organization.
- Managed master data management for Franklin Templeton India AMC. Building it right from scratch. Helping adoption of Enterprise data platform and the recent migration to cloud-based architecture.
- Scope and execute the key strategic projects for the organization having high impact on revenue.
- Build detailed business cases for all key projects, ensuring that projects deliver on one or more of the following ‑ revenue growth, market share growth, enhanced customer choices and service or cost reduction.
- Evaluate and implement system/application which are needed to be part of the technical stack of Digital Framework. Implementation of best-in-class customer 360 intelligence data platform.
- Enterprise Business Architect for data architecture & data management, Established & promoted enterprise data strategy and governance covering all business functions.
- Strategically developed the Business Intelligence unit for FT AMC India, as a pilot model for other sites.
- Managed fully integrated Omni Channel customer experience platform Implementation ‑ BOT, web, app,social, contact center, Whatsapp etc.
- Lead and Mentored Project team members, vendor partners across the globe through the SDLC and aligning technology solutions with business capabilities to achieve organizational goals.
- Managed team of Data scientist & engineers in building loyalty , Propensity to buy, Attrition & profitability models.
Information Technology Manager
Franklin Templeton International Services
Hyderabad
02.2014 - 07.2015
- Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs.
- Interviewed, hired and trained staff, leading performance reviews and offering constructive feedback.
- Develops and manages project plan, budget, track project delivery, Stake holder engagement, and resource and task allocation – for Discretionary /Strategic projects.
- Identifies and categorizes project risks; develops mitigation plans. Plans and tracks all technology‑related costs.
- Develop team goals, objectives and approaches from objectives provided by Department head to meet goals and metrics related to quality,staffing, financials.
- Evaluate employee performance, writing periodic reviews or Individual Performance Plans (IPP), making merit recommendations, applying the disciplinary process and employee recognition.
- Marketing automation software implementation and Maintenance ‑ Unica, Salesforce Enterprise integration of CRM, marketing automation and Data marts ‑ to help achieve economies of scale and operationalized analytics for enhanced customer engagement.
- Architected the concept of business managed data providing business unit the flexibility to operationalize analytics in a simple and integrated way.
- Master data management of Transaction, clients, account, interactions, product and providing a scalable MI and reporting platform for business unit ‑ Tableau, SAP BO and Power BI.
Senior Business Analyst
Franklin Templeton International Services India Pvt LTD
03.2006 - 01.2014
- Derived conceptual designs from business objectives to deliver software and applications according to specifications for usability, performance and functionality.
- Authored project documents (e.g. business case for funding, project charter, requirements, test cases and cost benefits and provides guidance and feedback on other project documents from business analysis of the requirements.
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
- Created current‑future state vision of business capabilities and aligned to technical stack development
- Led cross-functional teams to analyze and understand enterprise-wide operational impacts and opportunities of technology changes.
Team Lead
Hewlett Packard Financial Operations
Bangalore
08.2002 - 02.2006
- Mentored a team of 12 to facilitate their career growth, identify right opportunities for people
- Record and report monthly metrics to the top management
- Reporting missing revenues to Revenue manager and ensure manual accruals are done
- Participation in Balance Sheet Review on a quarterly basis
- Detailed Analysis on the movements within Inventory accounts
- Identifying control checks to comply with the global SOX assessments
- Handling escalations and unresolved queries
- Ensure overall Productivity, Quality and Compliance for the Team members
- Goal Setting and Performance Evaluation (monthly)
- Provide feedback, motivate and develop skills of team
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Managed schedules, accepted time off requests and found coverage for short shifts.
Education
Masters - Computer Application
Bharathidasan University
06.2000 - 07.2003
Executive Program in Business Management - Business Administration And Management
Indian Institute of Management
06.2007 - 07.2008
Skills
Operational Data Management
Master Data Management
Data management expertise
Data collection and management
Data Quality Engineering
Data-driven approaches
Customer database management
Customer Relationship Management Software (CRM)
Digital channel management
Statistical modeling
Business models
Accomplishments
- Successful implementation of customer data platform.
- Successful implementation of omni channel marketing automation engine Realtime data ingestion through web tags and real time response strategy setup.
- BOT and WhatsApp as a channel for customer interaction.
- Intelligent customer relationship management enabling efficient and effective sales engagement.
Software
Big Data Technologies
AWS Snowflake
Marketing Automation Suite
Certification
PMP
Timeline
Director - Data Management & Engineering
Franklin Templeton International Services
01.2022 - Current
Assistant Vice President - Strategic Initiatives
Franklin Templeton Investments
08.2015 - 12.2021
PMP
12-2014
Information Technology Manager
Franklin Templeton International Services
02.2014 - 07.2015
Executive Program in Business Management - Business Administration And Management
Indian Institute of Management
06.2007 - 07.2008
Senior Business Analyst
Franklin Templeton International Services India Pvt LTD
03.2006 - 01.2014
Team Lead
Hewlett Packard Financial Operations
08.2002 - 02.2006
Masters - Computer Application
Bharathidasan University
06.2000 - 07.2003