Shreyas S Shetty

• Analyzed impacts of BAU around the Customer Success forte operations and developed mitigation plans.
• Provided and got involved in strategic analysis for SDLC life cycles, technologies, process validations and robustness.
• Expedited investigations, action plans and schedules.
• Proactively resolved issues through effective troubleshooting to ensure Customer Satisfaction is met.
• Oversaw internal delivery deadlines and requirements to fulfill priority contracts or enhancements for clients.
• Assisted senior leadership in managing all aspects of operations.

From a program standpoint, for about 15 months , below are few handheld details outlined.

• Standard Chartered Bank Global Rewards Program: A tailored premium revamped Global Rewards Platform program. Have led an exciting team of 30+ peers for cross geography delivery of Revamped Rewards portal for Standard Chartered Bank, rolled out across APAC regions, which includes for India, Bahrain, UAE, Singapore, Malaysia & Hong Kong. Managed a program, comprising about 70+ external stakeholders , which included senior stakeholders management as well (Vice President/Director levels), led the successful launch of the offering made across the 5 geographies, led this stint for 28 months. This bought significant revenue impact to the organization from a program standpoint + increased GMV for the Bank, which was ~+45% due to the enhanced customer experience & plethora offerings provided over the platform. Handheld post-production for 6 months until the program saw stability on month-on-month growth of GMV revenue with ~+15% and ensured tracked down issues in hand on a month-on-month basis, bringing it down to less than 0.3% within 30 days of going LIVE.
• Worked closely with the technical team on the program delivery, with the product team to meet the best customer experience on the loyalty offerings through the EARN & BURN channels. Focused more around with the product teams to onboard revenue generation + customer experience features which increased the top line by 5-10% per quarter such as BOGO (Buy one get one free), multiple currencies of loyalty rewards such as points/cashback/worldmiles getting converged into multiple features such as points to cash/points to catalog /points to air miles, so on so forth.
• Cross-led internal and external E2E communication and program delivery management across time zones from +3 UTC up to + 8 UTC

SmartBuy - An eCommerce portal by HDFC Bank, Program: Have led a team of ~15 which included cross vertical participation from technical, product, UI/UX, QA, InfoSec & Business Operations, few key highlights:

• Led and got implemented Value Added services for eCommerce offerings through travel offerings to enhance and improve the booking ratio by 22% per quarter.
• Drove a change/approach on how the eVouchers were being delivered to HDFC Bank Customers. Envisaged and got implemented the real-time eVoucher delivery mechanism by having channels opened through the eVouchers aggregator. From a program standpoint, this helped improve the Customer Experience, ability to redeem higher quantities (From 5 to 100) of eVouchers resulting in increase of overall GMV by 37% per quarter, Net Promoter Score.
• Collaborated with development teams, internal customers and product line management to verify delivery of desired quality requirements to external stakeholders.
• Identified system needs and designed processes to support business requirements such as reduced Forecasting TAT of the inventory from 28 days cycle to 7 days. Effectively this helped in reduction of dead stock and increase in the product flow.
• Mentored and supported multiple cross vertical employees to create a strong workplace culture.

As a Product Manager, was able to spread wings and got a chance to get involved in domains like eCommerce & Rewards Loyalty . In short, spent about 48 months hands on with multiple contributions/learnings, few of them called out below:

• Involved in solutioning of revamping 360 Rewards for Standard Chartered Bank globally. Built & proposed multiple modules such as catalog redemption, cost per point differentiation, optimized SKU level price definition that enabled Business stakeholders to increase their margin % resulting in maintaining a balanced breakage at Bank's end. This also enabled open up much more SKUs to offer to bank's customers, within the range of budget of allocation allowed. On an average this allowed about 1-2 new categories to be added every quarter having at least about a few hundreds products tagged under each new categories introduced.
• Been engaged in the development of an eCommerce website E2E development from scratch until delivery, which was built for Emirates National Bank of Dubai, which clocked close to about a Million AED/Day . Solutions around the in-house Content Management System were proposed and implemented that helped cater to certain needs of a dynamic eCommerce Portal such as banner management, widgets management, meta page management.
• Involved in a complete revamp of eCommerce platform enabling 10X Rewards / 10% CashBack , which included enablement of multiple offerings through purchases via API integrated partners, redirection partners & white label solutions. On-boarded and converged about ~30+ partners . This enabled empower customer experience and variety of offerings, which lead to 50% y-o-y growth on the GMV clocked. Currently clocking about 3000 Crores/Year .
• Handled and engaged in new product building such as "Offers Management" named and positioned as "Insta Rewards" which enabled corporate/merchants to upload offers instantly through Maker Checker processes.
• Designs & solutions were implemented within various modules & channels for Standard Chartered Bank customers to enable them to burn their accumulated points. This platform powers SCB customers to burn their loyalty reward points. A platform that is visioned to be dynamic enough to handle customers from various regions and vendors to upload their product catalog from various regions across the globe. This platform generates about 6-9 Crores INR/Day with a net margin of ~5-7%. Also, generates recurring about 3-5 Crores INR/Month for the solutions provided and implemented.
• Designed milestone benefits for card variants for HDFC Bank which enabled business teams to on board co-branded credit cards with wide range of benefit offerings to their customers. This solution enabled enhance the customer experience/engagement, this enabled further to contribute to increase in number of cards issuances being done.
• Proposed and designed Card Control single ecosystem to empower different LOBs to be viewed controlled via a single entry point. Led this product for 18 months. Ensured the product has least hops of customer clicks, reducing from traditional 10-12 hops to 1-2 hops, ensured also has convergence and cross utilization of cross selling features, which increased the conversion of larger purchases into EMIs, leading to increased spend pattern within customer. Increase observed was about 17% on a 18 month trend. This enabled attain a highest customer traffic contribution, observed about 23 million customers/month. This not only enables a card control ecosystem, however also envisages on a robust future roadmap to dwell and marry the core loyalty rewards system, thus, enabling a potential one stop control + loyalty platform.

• Played a role of a Business Analyst & Sr Business Analyst 3 major deliveries of Daimler Group, Mahindra & Mahindra, and Force Motors were handled with the best Functional handling including gathering requirements from the customer, preparing SRS documents, performing GAP Analysis, Impact Analysis, preparing SOP'S and synchronizing with the technical team to get the functional requirements done within the delivery date, test the same through Manual Testing, raising bugs for the same, getting them resolved and submit it to the customer with perfection and quality
• Held and led 370 Roll-outs , mass-trainings of 70+ audience , led functional teams. Good track record of hands-on experience in Client Management, Internal Team Management, Vendor Management, Time Management, Requirement Gathering, Impact Analysis Study, Gap Analysis Study, and Multiple Deliveries.