NIKITA THANKARAJAN

Business Process Lead (Tech Operations for Marketplaces)

H&M CAP SA

01.2023 - Current

As a Business Process Lead, I was responsible for driving the onboarding, stabilization, and optimization of technology operations across various leading e-commerce marketplaces.
My role involved deep engagement with cross-functional teams to enhance Order-to-Cash (OTC) and Return-to-Cash (RTC) workflows, improve cataloguing accuracy, streamline issue resolution, and leverage data-driven dashboards to uphold SLAs and KPIs.
Key Responsibilities and Achievements Marketplace Onboarding, Stabilization & Optimization
Led the end-to-end onboarding of marketplace tech operations for Myntra, Zalora, Trendyol, Superbalist, and Franchise platforms, ensuring seamless seller integration and operational readiness.
Collaborated with cataloguing and tech teams to establish scalable, standardized onboarding workflows.
Interpreted business requirements into functional and technical solutions to stabilize and continuously optimize platform performance—resulting in improved seller experience and revenue uplift.
Acted as SME for cataloguing on Myntra, Zalora, and Trendyol, managing product data quality and marketplace-specific compliance.
Served as SME for OTC/RTC processes across Trendyol, Superbalist, and Zalora, ensuring operational efficiency and accurate end-to-end order flow.
Developed an Incident Dashboard covering all key marketplaces—Superbalist, Myntra, Zalora, Trendyol, and Franchise platforms—focused on:
Streamlining post-incident reviews and compliance tracking
MTTR (Mean Time to Resolve): Monitoring and reducing incident resolution time
Problem Management: Supporting proactive issue identification and root cause analysis.
Enabled real-time tracking and resolution prioritization, significantly improving SLA adherence and audit readiness.
Built a Splunk Dashboard to monitor SAP CAR rejections for Trendyol, leading to discovery of root causes and implementation of a stable, long-term fix—reducing rejection rates and improving overall data flow and system reliability.
Facilitated weekly, monthly, and quarterly review meetings with internal teams, external vendors, and client stakeholders, promoting transparency and project alignment.
Acted as a liaison across teams to ensure shared understanding of goals, dependencies, and deliverables.
Applied the 5 WHYs methodology to drill down into root causes of recurring issues, making RCA reports clear and actionable for business stakeholders.
Initiated the Problem Management process to identify, document, and resolve systemic issues, ensuring Known Errors were captured and tracked through permanent resolution.
Tracked project performance by comparing baseline estimates against actuals throughout project lifecycles.
Ensured deliverables met defined specifications, timelines, and quality standards while mitigating risks across multiple stakeholders and vendors.