Umar Randhawa

Experience

• 

  Providian Financial

  Jan 1997 - Jan 2006

  Researched and identified client needs and prepared business requirements, process flow, contingency plans, change controls, functional and technical specifications and obtained approvals. Maintained meeting minutes, task calendar, issues log and action items list for stakeholders and managed on-time and on-budget implementations. Managed and implemented rollouts and direct mail initiatives for multiple departments including Membership Products Marketing (Loyalties). Directly managed all interfaces with letter shops, writing letter specifications, driving testing and fulfillment initiatives linked to direct mail projects. Designed artwork, wrote business requirements documents and coding instructions for printing shops.- Contributed in generating over $100 million in revenue for coming year as core team member for Change in Terms (CIT) projects and successful completed three CIT projects. Was responsible for research and writing of CIT fulfillment requirements, Web based application (ProphIT) GUI development and high level Opt-Out process- Coordinated in saving vendor contract renewal costs by completing data mapping for new web-based GUI for conversion to new global enrollment system for loyalties- Increased 30% in loyalties memberships by re-engineering Credit Protection direct mail- Conducted User Acceptance Testing (UAT) for CIT and Balance transfer and rollout projects- Instrumental in successful completion of projects on new GL Key codes, Rebate Check Automation, Positive Pay File setup with BofA, and Balance Transfers- Managed relationship with vendors printing letters, credit cards, membership cards and membership kits- Researched and resolved issues by understanding process flow, file format, operational procedures and fulfillment processing Show less Hired, coached and supervised a team of 23 associates involved in posting and processing of exception items and conducting outbound calls to customers requesting credit card line review and maintenance. Ensured that policies and procedures are consistently applied and service/quality levels are met.- Improved team efficiency to 99.96% from 70% by applying Macros on card processing platform- Decreased operations cost by over 50% by leading on project for automation of Credit Card Renewal Process and line Adjustment Process- Identified issues with the salvage program; where it was assigning $8000 line increases instead of $1000 using out of reconciliation report. Worked with credit department to either block the accounts and send out line decrease letters or give them exception to credit policy Show less

  • Project Manager

    Jan 2001 - Jan 2006

  • Manager Customer Service Operations

    Jan 1997 - Jan 2001
• 

  Washington Mutual Card Services

  Jan 2006 - Jan 2008

  Service Quality Manager

  Managed a team of 8 business analysts in CRM/marketing conducting data quality audits and approving steps in the design and production of high-revenue direct mail, billing statements, and email marketing campaigns. Ensured projects are fulfilled in accordance with company’s policies, procedures and business requirements. Created & maintained performance metrics like SLA and scorecards.- Saved over $6M of possible losses by catching coding and printing errors- Improved audit accuracy from below 90% to above 98% by re-engineering audit procedures; eliminating redundancies, reducing non value added functions and by automating processes Show less

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  JPMorgan Chase / WaMu

  Jan 2008 - Jan 2009

  Business Systems Analyst and Project Manager

  Implemented and managed options/database elements on TS2 credit card processing platform to deliver card campaigns, project, deadlines and adhoc requests from all cards business areas. Conducted UAT testing. Provided risk management advice and recommendations to business areas on optimum use of TS2 options and database elements. Managed delivery of option settings with modular responsibilities, liaising with TSYS to ensure adoption of best practice in options and database elements management and ensuring any implementations are integrated and aligned with existing settings.- Lead in cost savings of over $2 million for unnecessary screen-scraping by business areas and on purge process for purging of unused queues, option sets and data flags- Saved $1.7M by identifying issue with disputes process for expired TCATs (Transaction Categories) and improved testing methodology to further mitigate risk and ensure no customer impact due to option changes- Accurately completed integration project of data base mapping and GAP analysis as member of transition team for conversion of WaMu TS2 credit card portfolio to C3 of JP Morgan Chase Card Services Show less

• 

  Cognizant Technology Solutions

  Jan 2009 - Jan 2013

  Project Manager

  Assigned as liaison between Capital One and their card platform vendor TSYS to manage development projects. Worked with the business to analyze business requirements and review/produce specifications for any new/change to the card platform. Submitted technical requirements and option changes based on intent. Partners with the testing team to develop end to end testing scenarios that cover all aspects of the detailed design.- Implemented projects linked to terms, payments, pricing, collections, acquisitions, product change and launch- Coordinated with the technical analyst and development team to ensure that they understand the intent and requirements - Document system scenarios and identify roles impacted and helps develop a change management/training plan - Conducted business process modeling and generated applicable scenarios for the technology functionality testing team - Managed TS2 research mailbox which entailed answering a variety of questions on all and any aspect of the TSYS system including technical, procedural and business rules- Successfully completed large projects including Canada French Language Experience, Collections Forbearance Tools, Year-To-Date Fees Adjustment and Credits, Un-securing Secure Card and Welcome Kit Reissuing Show less

• 

  Capital One

  Jan 2013 - now

  Managing an agile team of TS2/CICS developers and testers to coordinate proper and accurate delivery of required features and functionality. Closely working with product and intent owners to deliver new capabilities that integrate the core platform to multiple platforms. Analyzing upstream and downstream impacts and leading integration plan and testing. Supporting complex trouble shooting efforts that cross multiple platforms and technical disciplines.- Lead and integrated a solution to end the temporary rates on accounts on the cycle day / billing day based on the floating cycle day policy. This project included updating of new accounts process, manual input screen, XML packets, APIs, batch and real-time services- Developed and tested a new in-house batch file processing platform that sends daily batch file updates to the Card platform- Implemented a custom solution for Military Lending Act on the Card platform to meet the federal guidelines- Wrote detailed explanation of various card platform processes for the design efficiency reviews by audit- Managed and lead in creation of a Residual Interest Indicator flag that trigger in sending out statement message or waiver of residual interest if applicable- Created testing plan and conditioned test accounts to test CCA (Consumer Credit Agreement) letters, Fee Waiver API, new Past Due Fee and Cash Advance Fee option sets Show less Served as a tech lead of an Agile development team responsible for all phases of Total Systems Services (TSYS) project delivery, from intent definition through post implementation monitoring. Determined business needs and initiated project requests. Ensured open and consistent communication was maintained with the project initiator and TSYS through the entire project lifecycle. Facilitated business requirement sessions and approvals. Ensured business and system requirements matched business intent. Ensured high-level and integrated designs match the business requirements and provide a viable solution. Partnered with the testing team to develop testing end to end scenarios that cover all aspects of the detailed design. - Executed impeccable delivery of complex projects like change in terms, regulatory changes and real-time digital solutions- Lead coaching efforts by providing expertise in intent and design shaping to estimate and scope delivery of complicated business intents or multiple adhoc updates - Researched and managed production issues, defects resolutions and code fixes between business, IT and vendor - Translated objectives into EPICs, and identified risks and dependencies during Program Increment (PI) sessions- Created post implementation plans as well as provided post implementation support- Conducted QA testing by manually conditioning test accounts- Provided technical details on TSYS database and daily change files for CDW to Amazon S3 cloud conversion Show less

  • Lead System Integrator / Manager

    Jul 2020 - now

  • Sr. System Integrator & Sr. Business Systems Analyst

    Jan 2013 - Jul 2020