Anuj Duggal

Experience

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  RBS

  Apr 2011 - Apr 2015

  • One of the 3 employees promoted fast-track (within 14 months) among a pool of 45.• Achieved a Y-O-Y increase of 800 new customers of the £80MM worth loans portfolio by increasing the maximum available loan amount from £25K to £35K, resulting in £3MM Y-O-Y of potential business.• Identified £1.5MM worth international students as potential customers and developed acquisition strategies ensuring adherence to the risk appetite of the bank• Saved potential default losses in excess of £10MM by developing over 47 credit risk policies for the top lending portfolios.• Spearheaded the ‘Industry Switcher’ initiative from RBS Risk Control that allows customers ease to switch in and out of banks, reducing the average time from 30 days to a record setting 7.• Awarded Bronze Ovation for Q1, 2014, awarded to top 1% of employees. Show less  Led one of the four work-streams to build a ~ $1MM worth campaign execution capability that allows the use of Big Data in real time analytics and executes 180 models used in over 300 marketing campaigns. Awarded Star of the Quarter for Q3, 2012, awarded to top 2.5% of employees in the department. Provided analytical solutions to onshore clients on a variety of business problems such as abnormal attrition rates, value-erosion by repeated customer contact, and customer segmentation for marketing campaigns. Show less

  • Analytics Manager

    Apr 2013 - Apr 2015

  • Assistant Manager

    Apr 2011 - Apr 2013
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  KPMG India

  Apr 2016 - Sept 2017

  • Performed cost optimization for commercial travel for a leading NBFC, resulting in ~INR 43. Cr. savings:- Analyzing and rationalizing over 24 key cost heads (across cuts such as type of travel/ type of carrier/ booking time/cancelations) and reviewed existing travel policies- Conducted vendor meetings to compare top offerings, held negotiations for best offers and achieved deals basis consolidated volumes • New Product launch: Launching an industry leading digital health insurance product for a top health insurance firm:- Developing the sourcing channels (retail and digital) for maximizing product outreach- Defining processes and detailing process flows for key processes such as customer onboarding, service requests & claims, while ensuring industry best TATs and minimal handoffs- Maximizing conversions via tracking digital performance through defined metrics such as a CPC, CPM, bounce rates etc. while studying the impact of changing advertisement creative• Business Process Reengineering:- Redesigned key processes for the a leading wealth management firm covering key processes such as Customer Onboarding, Customer servicing & Redemptions- Minimized handoffs through maximizing straight through processes and enhancing level of automation Show less

  • Senior Consultant

    Apr 2017 - Sept 2017

  • Consultant

    Apr 2016 - Mar 2017
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  Mastercard Advisors

  Sept 2017 - Jun 2019

  Associate Managing Consultant

  • Developed end-to-end lifecycle management framework for 3 leading Indian PSU banks, thereby designing customer segments & marketing campaigns through early month on book to backbook up till attrition• Led the customer segmentation for and implementation of EMV migration of over 30 M magstripe cards across the 3 PSU banks as part of the RBI guideline on 100% EMV migration compliance by December 2018.• Developed strategies for end business objectives such as attrition, driving transactor behavior in credit cards & enhancing digital adoption for banks in Europe & Middle East• Led campaign design & marketing efforts for a leading bank in Qatar which resulted in a 10% uplift in the cross-border spend and 6% uplift in overall credit portfolio spend Show less

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  OYO

  Jun 2019 - Jan 2021

  Head - Customer & Partner Experience, International Operations, SEAME

  Led a team of 5 to manage the end-to-end property partner experience and other key operations metricsKey projects: 1) Sanitized Stay:- Spearheaded Sanitized Stay program, in response to the COVID-19 pandemic, thereby onboarding more than 60%(~4500) OYO hotels to strict sanitization standards resulting in 2X revenue- Led the Unilever Partnership to enable Unilever powered sanitization programs as a premium service resulting in 15% MoM enhanced revenue for onboarded properties.2) Remote Operations- Saved USD 6 M annually by setting up Remote Operations in Indonesia, Malaysia & Egypt, servicing OYO partners on day to day operations, previously supported by cost heavy on ground staff- Key responsibilities included vendor management, technology setup, personnel hiring, developing KPIs and managing metrics such as FRT, Abandon rate, TAT and other business metrics.3) Thailand Operations- Launched Thailand operations as the Country Operations Head, building a team of 60 with a span of over 10 hotels or 250 sellable room nights- Solved for key partner issues such as payments, revenue, pricing, operations support for over 600 hotels, bringing in over USD 300K monthly business Show less

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  BYJU'S FutureSchool

  Jan 2021 - Dec 2022

  • Leading a team of over 150 auditors with key responsibilities that include – ensuring B2C sales pitch efficacy, key compliance adherence, driving early indicators of new launches• Creating a 0% financial fraud risk ecosystem – devising financial risk strategies & policies & enabling them via product solutions to ensure a fraud free business experience.• Leading ~50 trainers responsible for effective training of over 1,500 Sales Managers globally• Key responsibilities include training and onboarding of new joinees, on floor sales training, training of bottom quartile of the sales floor to improve conversion and revenue target achievement Show less

  • Growth/PnL - Mexico, Columbia

    Jun 2022 - Dec 2022

  • Head of Global Operations/Customer experience

    Aug 2021 - Jun 2022

  • Head - Sales Risk, Audit & Training

    Jan 2021 - Aug 2021
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  CaaStle

  Dec 2022 - now

  Senior Director - Client Partnerships & Growth

  Leading a 20 member strong Client Partnership & Growth - India team- Owning a key demand channel - branded affiliates to drive low CAC demand. Responsible fora) Driving the avg acquisition/BA by developing & implementing incentivization strategiesb) Developing & owning the onboarding journey of the BAs - both setting up and monitoring the digital journey via salesforce & manual onboarding by a team of 4 account managersc) Leading the product charter for the demand channel in partnership with the product & engineering teams to fully automate the BA onboarding journey & to gamify their incentives to drive postsd) Owning KPIs for a program such as gross acquisition, conversion rates, latency etc- Leading the merchandising & marketing operations teams responsible for a) seamless execution of marketing campaigns in salesforceb) effective launching of new arrivals on partner sites- Owner of all business reporting within the client partnership & growth function Show less