Manoj Nayak

PROFILE An Individual with proven capabilities in managing people, performance and process. A strong team player with ability to collaborate across cross-functional and global teams. My achievements have been recognized and I have been awarded many prestigious awards at a Business and Center level. During my tenure, I have demonstrated ability to take on increasingly complex projects. I am well acquainted with solving problems, working under pressure and effectively prioritizing multiple tasks at hand to deliver superior results on time. I have worked with American Express since Feb 2012 have been solely responsible for the KYC remediation of the India market: July 2019 – Current: Dedicated Account Manager, American Express Global Business Travel Providing support to key decision makers & travel managers in optimizing their travel program post making necessary changes in travel policy & online booking tool Putting travel restrictions whenever needed post monitoring the global environment Providing key insights related to online & offline reservations through various KPI dashboards & monthly MI reports Presenting business reviews to travel managers on quarterly basis. Driving Airline, Hotel & Car vendor preference post making necessary changes in Online booking tool (Concur) Providing online booking tool support from troubleshooting as well as policy compliance perspective Providing weekly reports to increase the online booking adoption rate April 2018 – July 2019: Assistant Manager, American Express (Process Excellence & WFM ) 2 FTE Leading Process Improvement initiatives through Lean, Six Sigma & Kaizen events Creating & Publishing capacity utilization on weekly basis using access tools & SQL queries Ensuring the process steps are followed and aligned with audit requirements Creating & Updating SOP’s on periodic basis. Ensuring Knowledge management repository is up to date with ease of accessibility. April 2014 – Jan 2018: Assistant Manager, American Express (Expense Management Consultant) Provide analytical consultation to account managers, field teams and business on strategic projects. Identify, promote and lead process improvements including streamlining, automating, and standardizing process across business unit. Providing consultation to account managers to avoid Request for proposal situations. Providing key insights through analytical approach & data mining to avoid Card abuse of the clients. Understand the connection between architecture and reporting, and ensure the business' best interests are always a key consideration along with strong managerial skills. Leverage emerging tools and datasets to maximize analytics capabilities. Exceptional critical thinking with the ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Managing Travel & Entertainment space for the clients & creating different reports to provide visibility regarding the same. Providing Key Insights to our GCG clients through MI reporting and analytical approach to drive savings and driving charge volume for the company. Providing Benchmarking solution to Clients to manage their T&E space effectively. Projects Lead Joint Value Proposition – Merged the data from three different sources i.e. Expense system, Travel Data & payment data to provide actionable insights regarding preferred supplier compliance, highlighting incremental cost to client and different business units behaviors. Hotel Sourcing project - Basis T&E policy identified top cities where preferred rate or rate caps were breached. Highlight non-compliant behavior in terms of non-preferred supplier usage and provided recommendations accordingly. NPS (Net Promoter Score) Survey Creating base & rolling out the survey to know the loyalty scores & how likely they would recommend the brand to a friend. Taking out meaningful insights from the survey data and providing it to stakeholders. Data Validation Checks With the help of system capabilities and tools in place, put data validation checks in data sources to ensure data quality & consistency which was impacting 130 GCG clients Decommission of Legacy System Identified new system capabilities to decommission legacy system (Membership reward info) to enhance data accuracy, system efficiency and cost effective. B2B Expansion for Client – Helped the client to move from traditional mode of payment to AMEX products through visibility with the help of B2B dashboard. Also, helped the client to identify split transactions (basis Monthly Limit & Transactions Limit evaluation) to ensure compliance on B2B program Commercial Insights Website - Part of the core team who consolidated monthly reports in certain format and designed them in Tableau as well so that the same can be integrated over website to enhance our offerings adoption rate. Feb 2012 – April 2014: Team Leader (KYC Remediation & Merchant Onboarding ) – Team Size 9 FTE & 5 Contractors, American Express Processes I have led during my tenure include: KYC remediation & Merchant setup process migration – As project lead with the support of 3 FTE’s, successfully migrated the merchant onboarding process from the offshore team to India. Also, implemented the additional due diligence process from KYC perspective and keeping in mind RBI guidelines. Managing Inventory & Client escalations – As a team lead managed 9 FTE’s and BAU activities on daily basis i.e. managing inventory. This also includes client escalations from business stakeholders, preparing business review decks and working on escalations from client. Managing RBI Audits & Internal audits – Successfully closed the Audit maps & compliance feedbacks received for earlier processes post implementing necessary changes. Managing Compliance audits on monthly basis and RBI audits on 3 year basis actively. Managing Knowledge repository and sharing regular updates with stakeholders – Preparing Business review decks and managing knowledge repository for individuals is one of the key responsibility area which I was responsible for. Projects Mentoring – working on process improvement project initiatives and impacting the overall cycle time using six sigma tools is one of the focus areas for me Team Developer – Bank of America, December 2007 – February 2012 Core job included account closing for customers in California Ensuring within the Team Risk & Compliance standards are met while processing cases through Quality Audits A part of the internal audit team who took care of the KYC hygiene for the US process Trained in KYC, the US Patriot Act, OFAC & Bank Secrecy Act for the US market Business Continuity Plan testing & implementation Mentoring Six Sigma Basic projects Handling team in absence of Team Leader (8 FTE) Handling MIS & Leave Tracker Worked with Team Leader on Process Analysis report by using Fishbone & Root Cause Analysis Technique AWARDS & RECOGNITION RECEIVED Six Sigma Basic certification (Twice) using VSM tool Auxiliary Trainer within one Year Award from the Internal quality audit team for maintaining the compliance policy within the process Excellence Award for handling the team in absence of leader (two Months) ACADEMIC & TECHNICAL KNOWLEDGE Graduation – (Delhi University) 2004 – 2007 Well versed with micro strategy, Tableau, HIVE & SQ &, CHAT BOTs Well versed with Banking AML( Anti Money Laundering) policies such as US patriot act, OFAC (Office of Foreign Assets Control), Bank Secrecy Act, REG E & Z Act MS Office with expertise on excels, PowerPoint & Access, Internet basics. PERSONAL Date of Birth 16th Sep 1986 Language known English, Hindi & French Contact no - E-mail -