Gaurang Bhardwaj

• Company Overview: BFSI & B2B Operations
  1. P&L Ownership & Revenue Growth
  • Managed P&L for BFSI and NBFC programs, achieving ₹17 Cr in Rewards revenue annually.
  • Collaborated with Monetisation team to drive 20% revenue uplift.
  2. Operational Excellence
  • Spearheaded end-to-end operations for loyalty programs across BFSI and B2B partners, ensuring 99.5% delivery success for over 50,000 monthly orders. Defined SOPs, SLAs, and TATs, maintaining high operational standards and leveraging tools like JIRA for efficient management.
  3. Vendor & Partner Management
  • Onboarded 100+ suppliers across major D2C categories and built strong market connections for merchandise onboarding.
  • Established partnerships with third-party vendors and logistics providers to enhance operational efficiency.
  4. Data-Driven Strategies
  • Developed dashboards for stakeholders to track performance, analysed customer behaviour, and optimised category shifts and redemption volumes through targeted campaigns.
  • Managed financial reconciliations and sales analysis to align with organisational business goals.
  5. Leadership & Cross-Functional Coordination
  • Managed large cross-functional teams across multiple locations and acted as Key Account Manager for JSW Cement and Hyatt Hotels.
  • Coordinated with finance, marketing, and project teams to resolve issues and implement seamless technology integrations.

1. Comprehensive Program Management
• Managed operations for 100+ retail loyalty programs across India and internationally (Indonesia, UAE, South Africa, Singapore).
2. Client Onboarding & Training
• Coordinated with cross-functional teams (Tech, Marketing, Finance, KAMs) for client Go-Live, in-store training, and retention plans.
3. Operational Execution
• Configured offers, managed QC processes, created in-store training manuals, and conducted audits with feedback mechanisms.
4. Client Support & Problem Solving
• Provided real-time solutions to technical and operational issues, managed SMS execution, and implemented fraud-check mechanisms.
5. Performance Monitoring
• Conducted weekly client health checks on accruals and redemption, ensuring smooth operations and resolving issues proactively.

1. Fulfilment & Catalogue Management
• Oversaw fulfilment operations for merchandise, travel tickets, and point gateways, ensuring TAT compliance.
• Created and managed catalogues for multiple banks, publishing new merchandise and verifying vendor pricing.
2. Reporting & Coordination
• Prepared MIS and ad hoc reports for various teams, ensured accurate invoice reconciliation, and provided data for marketing campaigns.
• Coordinated across departments and communicated mechanics and deployments to back-office teams.
3. Team Leadership & Achievements
• Managed a Pan-India team of 40, achieving ₹1 Cr in redemption within 3 months.
• Closely monitored customer escalations, ensuring SLA adherence and effective resolutions.