Rajiv Costa

Experience

• 

  TAJ GROUP OF HOTELS INDIA

  Oct 1997 - Apr 1999

  ASSISTANT MANAGER

  Handled room service operations (650-rooms) in coordination with the Manager at Taj, Mumbai & worked at various Taj Properties in Bangalore, Delhi, Aurangabad, Indore & Goa. Trained/ mentored/ trained 80 personnel & handled revenue forecasting & budget preparation.Successfully led the efforts for conducting improvement studies & via a study on the cost of poor quality generated savings of Rs. 20 lakhs at coffee shop/ Bell Desk in at Taj Palace Delhi.Process Improvisation: Conducted a work process study for the Taj West End Hotel Bangalore for the entire F&B departments & generated cost savings for the same.Functioned as a key member of the fast track team being prepared for leadership roles at the Taj Group, selected from 60 personnel for being groomed as General Managers for the future. Show less

• 

  ACCOR WORLDWIDE RESERVATIONS

  Jun 2000 - Nov 2000

  GUESTCARE SALES CONSULTANT

  Successfully led the efforts for selling hotel rooms in Accor hotels for Asia Pacific/ Australia/ New Zealand selling hotel brands as Sofitel, Novotel, Mercure and Ibis (avg. sales 8,000 AUD$ per day)Associated with the rate solicitation exercise for uploading rates for 2001 for all Accor hotels in Asia Pacific, Australia and New Zealand (whilst studying at Southern Cross University, Sydney)Gained extensive exposure to the Global Sales Process.

• 

  AMERICAN EXPRESS TRS, INDIA

  Apr 2001 - Oct 2005

  CORPORATE CARD ADMINISTRATOR

  WESTHolds the credential of independently managing risk on all Corporate Card accounts (40 % of Corporate Card Portfolio for American Express in India) & reviewing American Express exposure for Corporate Cards for Western region. Consistently achieved an average portfolio (credit target) of approx. 1 crore.Spearheaded client servicing/ key account efforts by maintaining relationships with Key High Value Corporates. Functioned as single point of contact for Key Global Business Partners and Multinational Business Partners spanning Fortune 500 firms to Middle Market Accounts as Show less

• 

  Convergys India Services

  Oct 2005 - Oct 2007

  Manager Client Services
• 

  CONVERGYS INDIA

  Oct 2005 - Oct 2007

  CLIENT SERVICES MANAGER

  KEY ACCOUNTABILITIESP&L ReviewAccountable for reviewing P & Ls with Director & monitoring impacts to P&Ls,Spearheading Operational Changes entailing AHT, Agent Productivity, Staffing, Incentive Programs etc. for productivity/ efficiency amelioration.Managing Billing Validation functions entailing Contract Adherence, Revenue Assurance, Appeals, Adjustments, Change Management & Repricing functions.Business ExpansionManaging business development activities entailing mapping of new market segments, generating sales leads and developing them for attainment of periodical targets.Identifying/ developing new streams for long-term revenue growth.Leading the support of RFPs entailing reviewing RFP & requirements& gathering data.DMOQs (Daily Measure of Quality) Accountable for analyzing results, reviewing Internal/External Operational Results (Key Client DMOQs, Service Level, Agent Productivity, etc.) Spearheading Action Planning efforts, conducting QBR (Quarterly Business Review) as well as Internal OPS Review (weekly/monthly/quarterly) for smooth process efficiency.Client Relationship Management Maintaining the quality of the interaction to provide the customer with World Class Experience & maintaining good rapport with external as well as internal customers.Meeting the required SLA as per the required standards.Updating fellow teammates about the recent updates to ensure prompt resolution.Conducting contract negotiations & handling the assigned administration functions. Capacity Planning Actively participating in capacity reviews & undertaking capacity enhancement initiatives for smooth process efficiency. Show less

• 

  Sutherland Global Services

  Oct 2007 - Apr 2008

  SR CLIENT SERVICES MANAGER & PROGRAM HEAD

  KEY ACCOUNTABILITIESTeam ManagementCreating/ sustaining an environment that fosters development opportunities & motivates high performance. Identifying/ implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members.QualityMaintaining - CSAT (Customer Satisfaction Level), FCR (First Call Resolution), Detailed Performance Analysis report of Client driven CSAT parameters as well as Quality scores. In addition responsible for developing and making changes/ updates to the Quality monitoring form and maintaining a monitoring improvement plan for the team.P&L ReviewAccountable for reviewing P & Ls with Sr. VPs, Business Heads to monitor impacts to P&Ls,Spearheading Operational Changes entailing AHT, Agent Productivity, Staffing, Incentive Programs etc. for productivity/ efficiency.Managing Billing Validation functions entailing Contract Adherence, Revenue Assurance, Appeals, Adjustments, Change Management & Repricing functions.Managing attrition & shrinkage to improve profitabilityClient Relationship Management Maintaining the quality of the interaction to provide the customer with a World Class Experience & maintaining good rapport with the clients.Meeting the required SLA as per the required standards set out in the Statement of WorkUpdating fellow teammates about the recent updates to ensure prompt resolution.Supporting contract negotiations & handling the assigned administration functions. Accountable for analyzing results, reviewing Internal/External Operational Results (Key Client DMOQs, Service Level, Agent Productivity, etc.) Spearheading Action Planning efforts, conducting QBR (Quarterly Business Review), Weekly Process Reviews as well as Internal OPS Review (weekly/monthly/quarterly) for smooth process efficiency. Show less

• 

  American Express Banking Corp

  Apr 2008 - Feb 2014

  KEY ACCOUNTABILITIESAccount Management & Business Development Develop and implement transformational business building and revenue enhancement initiatives within the portfolio of Key Accounts (INR 855 Cr+) through engagement with CEOs, Owners and Top Management and enlist participation on strategic initiatives which include B2B and B2C activities.Manage a portfolio of identified strategic accounts that include merchant partnerships across travel, lodging, retail, telecom, gas etc. Facilitate partnerships with identified key accounts with issuing partners – ICSS, GCS & GNS Deliver differentiated value and benefits for Card products Ensure growth & profitability within the portfolio Prospect for new clients & build relationships with existing clients and turn this to increased businessPlan approaches and pitches along with the marketing team & issuer teams Present new products and services and enhance existing relationships Help to forecast & meet sales targets for the portfolio of accounts through business building initiatives, marketing platforms and seamless acceptance Track and record activity on accounts and help to close deals to meet these targets Present to and consult with mid and senior level management on business trends with a view to developing new products, services and distribution channels Attend industry functions and provide feedback and information on market trends Work with pricing teams, compliance and issuer teams and other internal colleagues to meet customer needsMonitor the composition of the portfolio and align the business to objectives of the American Express.Minimize losses through Fraud at merchant location and through thorough compliance adherence, engagement with the merchant teams Show less KEY ACCOUNTABILITIESAccount Management & Business Development Maintain and grow the revenue contribution of Key Accounts (INR 150 Cr+) through engagement with CEOs, Owners and Top Management and enlist participation on strategic initiatives which include B2B and B2C activities.Prospect for new clients & build relationships with existing clients and turn this to increased businessPlan approaches and pitches along with the marketing team & issuer teams Present new products and services and enhance existing relationships Forecast & Meet sales targets for the portfolio of accounts through business building initiatives, marketing platforms and seamless acceptance Track and record activity on accounts and help to close deals to meet these targets Present to and consult with mid and senior level management on business trends with a view to developing new products, services and distribution channels Attend industry functions and provide feedback and information on market trends Work with pricing teams, compliance and issuer teams and other internal colleagues to meet customer needsMonitor the composition of the portfolio and align the business to objectives of the American Express.Minimize losses through Fraud at merchant location and through thorough compliance adherence, engagement with the merchant teams Show less

  • Senior Manager Strategic Relationship Group

    Aug 2011 - Feb 2014

  • Strategic Initiatives Manager

    Apr 2008 - Aug 2011
• 

  American Express

  Mar 2014 - now

  KEY ACCOUNTABILITIES•B2B Strategic Sales & Business Development • Managing a Key Account with annual volume $110 MM for American Express• Identify opportunities within existing and new Industry/Merchant categories to convert their existing “Purchasing /Vendor payments process” on to the Amex Card • Develop industry/Merchant specific value propositions • Provide inputs for cost and benefit analysis of each initiative and deal • Driving the end to end deal process including opportunity sizing, analysis of financial models, development of deal constructs, contractual negotiations and deal implementation and monitoring • Engage and sell to key decision makers of both existing and targeted clients, often at ‘C’ level • Portfolio management of existing B2B accounts to grow charge volumes with existing Amex Corporate Card organizations and extend the solution to new corporations to be carded in alignment with Corporate Card Sales team • Work effectively with all other internal partners including GCP, Pricing, Risk, Finance, Network Operations, Legal, and Compliance to close out end to end deal process Show less

  • Large Market Account Development

    Jan 2018 - now

  • B2B Specialist & Business Development

    Feb 2016 - Jan 2018

  • Regional Manager - Strategic B2B Sales & Account Development

    Mar 2014 - Jan 2016