Monica Katiyar

Solution Vended:

• Loyalty management Solution
• Digital banking ecosystem
• GiftBox solution for offers
• GiftPay Coalition for merchant loyalty

Accomplishments:

• Build and implemented solutions on a portfolio of 22+ Banks & 30+ technology platforms over a period of 6 years.
• Executed timely projects to achieve in excess of AED 2.5 million consistently in each financial year.
• Provided business strategy & leadership to determine market sizing, opportunity and continuously build new client portfolio in banking, travel and financial sector.
• Lead the product and project teams by identifying key strategic and product roadmap for focused market and having a clear segmentation and targeting model in place.
• Build on actual used cases, owned overriding strategy, vision and growth of company at hyper-growth levels. Positioned the organization for continued sustainable growth/P&L and market expansion.

Key Responsibilities:

• Architecting business development strategies with sales team for RFP process and solution designing and helping sales in steering new markets development initiatives for the organization’s fintech product suite.
• Expert strategic negotiator/influencer, leading commercial discussions for long-term partnerships across client network to build key revenue streams.
• Nurturing partner ecosystem, liaising with leading businesses across region (card schemes, processors & payment gateways etc.) to build a strong partner portfolio
• Managing robust Digital wallet & Loyalty business client portfolio, acquiring new business in line with the Customer Value Proposition and acquisition targets to increase market share.
• Planned, designed, and scheduled phases for large projects.
• Coordinated with cross-functional teams to resolve project issues and mitigate risks.
• Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
• Analyzed project performance data to identify areas of improvement.
• Managing steerco meetings with stakeholders for project updates.
• Developed and implemented project plans and budgets to ensure successful execution.
• Assisting Vice President -Professional services for investor meetings and yearly revenue target updates from project management budgets.
• Upsell activities performance adding more revenue to company's P&L.
• Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
• Managing agile project delivery with a mix of product teams and professional services team.
• Overlooking product roadmap with Product Managers for releases managed on Gift's product suite.

Key Projects: Acquired the following clients:

ADCB: Gift Box Offers platform implementation

QIB: Marketplace implementation

Euronet: ABL loyalty platform implementation

Verve -Africa largest payment provider : Multitenant loyalty solution implementation.

• Responsible for planning, scheduling and execution of all stages of loyalty and rewards program implementations and cloud-based digital transformation projects on Azure & AWS for major banks in GCC, Africa & APAC regions
• Managing the development of the banking clients, cards and loyalty industry across the region, analyzing trends and understanding factors impacting current and potential business opportunities for Giift
• Managing several product enhancements and technology implementations by liaising with internal development team and external vendors for integrations.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support clients across globe in banking, retail and other verticals.
• Served customers and followed outlined steps of service.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Monitoring, analysis and proposed responses to business strategies for growth and client engagement.
• Responsibly handling the KPIs which contribute to client revenue generation.
• Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
• Fostered relationships with clients to promote positive working relationships.
• Modified and directed project plans to meet organizational needs.
• Managed new business development opportunities and took accountability for managing the project end to end.
• Monitoring business results of designated clientele and worked upon resolving future anticipated challenges and took proactive measures to accomplish targets and meet KPIs.

Loyalty Program’s and Clients Managed:

• ComBank Max Loyalty Rewards (Sri Lanka’s only Loyalty Program to reward both Credit & Debit card)
• Qatar Islamic Bank’s Absher Loyalty Program (E2E Program implementation in both English & Arabic)
• Commercial Bank of Qatar’s CBQ Rewards Loyalty Program (Maintenance & CR Implementations)
• Oman Arab Bank's OAB rewards (Maintenance & CR Implementations)
• Gulf Bank Kuwait( Maintenance & CR Implementations)
• Kenya Commercial Bank's KCB rewards((Maintenance & CR Implementations)
• Al Masraf (Migration , Maintenance and CR Implementations)
• TBO Loyalty program TBO Plus- (E2E Program implementation in multiple language)
• Commercial Bank International rewards program ( Maintenance & CR Implementations)

Solution Vended:

• Loyalty management system
• Co-brand loyalty- Banks
• Virtual & Physical Pre-Paid card solution
• Digital wallets ecosystem

Accomplishments:

• Successfully managing , implementing and launching all co-brands including FlyDubai, Skywards, Air-Arabia, Etihad , Etisalat and Barca in U.A.E.
• Successfully launched an in-house redemption option of Virtual Card and implementing it with third-party integration through API with payment processor(Paymentology) and integration with Mastercard.

Key Responsibilities:

• Implementing new product innovations as a product consultant in the digital and fintech industry, by leading, preparing and monitoring project plans ensuring milestones are adhered to, assigning tasks and directing workflow to other members.
• Managing robust Digital wallet & Loyalty business client portfolio.
• Nurturing partner ecosystem, liaising with leading businesses across region (card schemes, processors & payment gateways etc.) to build a strong partner portfolio.
• Managing end to end co-brand loyalty programme management for Skywards co-brand launch with Emirates Islamic Bank, ADIB and DIB, Etihad Co-brand launch for Emirates Islamic Bank, Etisalat co-brand launch for Commercial Bank of Dubai, AirArabia co-brand launch for RAKBANK.
• Proficiently and efficiently working on the launch of new digital payment product launches for Clients- RAKBANK, SAMSUNG, EMAAR and AL FUTTAIM
• Maintain, create and update review models for the analysis of web and application user interfaces and customer journeys
• Cultivate a working relationship with clients to evangelize our suite of digital products focusing on the product
• Work across a wide-range of digital ad-tech & web-tech to produce valued insights
• Handling as a project lead -new innovative redemption option by designing the technical flow and understanding the possibilities of integration
• Maintain active communications with key contacts working on projects, managing expectations to support the category verticals in the creation of client briefs and business process workshops for projects
• Working with multiple parts of the businesses across multiple industries, solutioning and delivering complex digital solutions
• Direct management of team of professionals with the scope of hiring, coaching and developing staff
• Acting as a single-point of contact with merchant partners as well to bring on-board different options of redemptions and improving the engagement further for the Banking/Retail customers
• Set deadlines for incremental goals, allocated budget and worked across development, marketing and executive teams to ensure timely delivery of projects.
• Created/Maintained release plans and risk mitigation in co-ordination with stakeholders.
• Worked with engineering teams and QA team to review capabilities and feasibility of modules involved in the project.
• Identified resistance, performance gaps and new processes using various project metrics to implement corrective actions and improve SDLC.
• Brought in Agile best practices such as time-boxing, continuous integration, code/design reviews, self-management, empowerment & role training resulting in realized improvement of velocity.

Key Projects Managed:

• RAKBANK AirArabia co-brand Loyalty Solution
• Emirates Skywards co-brand Loyalty Solution: DIB, ADIB,EIB
• Etihad co-brand Loyalty Solution: EIB
• Etisalat co-brand loyalty Solution: CBD
• RAKBANK Barca Digital Wallet: Co-branded digital wallet
• Emaar Group, Samsung: Virtual & Physical Gift Card solution
• Dubai Islamic Bank, Dubai: Enterprise Rewards Program

• Created plans and communicated deadlines to ensure projects were completed on time.
• Proficiently ensuring all client specific procedures, contracts and deliverables are well documented, updated on a regular basis and recorded appropriately
• Proactively manage changes in project scope, identify potential crises, and devise contingency plans; define project success criteria and disseminate them to management throughout project lifecycle.
• Handling key objectives during the launch from building accrual engine, using interface and redemption platforms
• As a Customer experience consultant ensuring customer insights are the base of loyalty strategies and execution
• Working as a lead and facilitating internal and external client meetings
• Maintaining the SLA backed process of responding to client requests
• Devised plans to streamline and automate fulfillment processes for member benefits, promotion fulfillment, and program reporting.
• Analyzed trends and formulated strategies to increase redemption volumes to grow customer engagement.
• Adapted Scrum implementation as needed to work within a gated waterfall funding & release model
• Eliminated downtime and maximized revenue by providing top project quality control.
• Drove operational improvements which resulted in savings and improved profit margins.
• Experience in tools like JIRA & Assembla involving creation and management of custom, complex projects, workflows, security schemes, custom fields, dashboards and reports configurations
• Analyzing, testing and developing key enhancements to high standard
• Delivering work within scope, on time and within budget to avoid overruns and resourcing conflicts with strict adherence to Brand and Digital guidelines
• Working on multiple concurrent projects at any given time.

• Addressed and resolved customer complaints and issues to improve satisfaction.
• Successfully handled the relationship with clients involving financial institutions like Mashreq, RAKBANK, Dubai Islamic Bank, First Abu Dhabi Bank and retail institutions like MAF
• Proficiently led and ensured retention and maintenance of long-term relationships with clients based on the strategic direction of clients' business
• Identified and developed new business opportunities from existing clients through add-on services
• Single point of client contacts for coordinating the resolution of service incidents and escalation of technical issues
• Efficiently tracked and reported performance and was accountable for the profitability of platform by maintaining monthly MIS through data analysis
• Successful seamless customer experience
• Identified strategies to boost monthly redemption to more than each preceding month
• Handled and liaised with Technical team to set priorities for tailored development of multiple developments Effectively managed sales team and worked with them to create PowerPoints and deliver propositions
• Traveling for frequent client meetings.
• Worked with clients to address and respond to client and partnership management issues.

• Conducted research, gathered information from multiple sources and presented results to understand user requirements, habits and trends
• Handled the creation, development and execution of new networking App launch
• Curated and populated the platform with relevant content before launch
• Devised marketing strategies for the launch
• Successfully created Landing pages and email marketing using various tools like unbounce, mail chimp, campaign monitor
• Generated leads and managed the accounts about new product of bayt.com called Source2Hire
• Client interaction for testimonials and feedbacks and followed up calls regarding services provided along with status on the services given by Bayt.com
• Prepared and delivered sales presentations to new and existing clients

• Prepared reports and correspondence concerning project specifications, activities and status
• Advised customers on performance and maintenance of software system
• Consistently interacted with customers on project status, proposals and technical issues
• Helped with planning schedules and delegating assignments to meet coverage and service demands.
• Planned team-building exercises to increase employee performance and job satisfaction.
• Led project for development of largest 4G network JIO with Greenfield training of new joiners

• Orchestrated efficient large-scale software deployments, including testing features and correcting code.
• Reviewed project specifications and designed technology solutions that exceeded performance expectations.
• Created procedures for system monitoring, recovery, backup and optimization.
• Served as subject matter expert on TIBCO for both clients and internal team members.
• Worked for clients generating a revenue of €103,680 p.a.
• Proactively interacted with clients and reduced errors to prevent losses by updating clients on daily deliverables through creativity and engaging with clients to solve their problems.
• Discussed project progress with customers, collected feedback on different stages and directly addressed concerns.
• Consulted regularly with internal customers on application development project status, new project proposals and software-related technical issues.