Ishhmeet Kaur Bhandari
Summary
A seasoned manager with over 19 years of experience in project management, marketing consulting, and data analysis and reporting. Skilled in utilizing data analytics to identify market trends, customer behaviours, and opportunities for optimization. Proven ability to translate data into actionable insights, driving informed decision-making for senior leadership. Experienced in leading teams to deliver high-impact marketing campaigns, from conceptualization to execution. A strong communicator and collaborator, able to build relationships with stakeholders across all levels of the organization.
Overview
18
18
years of professional experience
Work History
Manager, Enterprise Marketing Platforms & Solutions
American Express
Gurgaon, India
09.2016 - 04.2024
- Enable Business Unit and Partner priorities by providing prioritized platform and process solutions design, coupled with execution expertise
- Collaborate with centre of excellence teams and key stakeholders including Marketing, Product, Technologies, GCO/Legal, Compliance and Operational Excellence to align on campaign objectives, feasibility and overall risk
- Partner with product teams and other stakeholders to identify and implement process transformation opportunities across the marketing lifecycle – with a focus on driving speed to market, agility, and improved quality metrics
- Spearheading PMO big bet initiatives where change management is driven by transformation across processes and capabilities
- Deliver business presentation in BURs (Business Unit Reviews) with senior leadership
- Foster colleague engagement and growth - recognize and reward contribution, encourage feedback and participation, provide professional development
Manager, Global Merchant Services CoE
American Express
Gurgaon, India
02.2012 - 08.2016
- Lead the early engagement data analysis team , focusing on refining and improving the process of identifying and converting potential merchant leads at the early stages of the merchant lifecycle
- Collaborate with sales, marketing, and product teams to ensure a cohesive approach to lead optimization and seamless handoff to sales representatives
- Track and analyze key performance indicators (KPIs) related to lead generation and conversion rates
- Prepare regular reports & tableau dashboards for senior management, providing insights into lead optimization performance and recommendations for strategic adjustments
Manager, Business Travel - MIS & Reporting
EXL Service.com
Gurgaon, India
03.2010 - 02.2012
- Lead a team of reporting analysts , providing guidance, support, and mentorship to ensure high performance
- Design, develop, and deliver comprehensive reports on corporate travel metrics, trends, and key performance indicators (KPIs)
- Create and maintain dashboards that provide real-time insights into corporate travel activities
- Trend Analysis - Analyze travel data to identify trends, cost-saving opportunities, and areas for improvement in clients' travel programs
- Optimize Reporting Processes - evaluate and improve reporting processes to enhance efficiency, accuracy, and relevance
Disputes Analyst
American Express
Gurgaon, India
12.2005 - 02.2010
- Review and assess credit card disputes submitted by customers (card members and merchants)
- Gather and analyze relevant transaction data and supporting documents
- Communicate and coordinate with card members and merchants to understand the nature of dispute
- Work closely with internal departments such as fraud prevention, risk management, and customer service to ensure comprehensive dispute handling
- Make informed decisions on the validity of disputes based on collected evidence and in accordance with company policies and regulatory requirements
- I nitiate chargebacks or credits to the cardholder's account when disputes are resolved in favour of the customer
- Prepare regular reports on dispute case statuses, outcomes, and key metrics for management review
- Monitor and analyze performance metrics to ensure timely and effective dispute resolution
Education
Bachelor's in Science - Chemistry
University of Delhi
New Delhi, India05.2004
Skills
- Project Management
- Change Management
- Stakeholder Management
- Data Analysis
- Data Reporting
- Business Presentation
- Marketing Consulting
- Leadership
- Problem Solving
- Critical Thinking
Accomplishments
- Project Proactive Paperless Conversion - Statement migration from traditional paper to electronic credit card statement
- Project India Data Localization - Regulating the storage and processing of data within the country's borders
- New Product Launch - Launch of Explorer credit card in Hong Kong, the latest offering from American Express, designed to provide card members with a range of exclusive benefits
- Enterprise Intelligence (EI) Platform Transformation - Enhance EI capability by leveraging advanced analytics and ML/AI algorithms
- Cancelled Merchant Win Back Opportunity - Re-engaging merchants who have previously terminated their relationship, maximizing company's revenue potential
Project Highlights
- Proactive Paperless Conversion - Statement migration from traditional paper to electronic credit card statements (Skills utilized: Project Management, Change Management, Stakeholder Management, Data Analysis, Marketing Consulting)
- India Data Localization - Regulating the storage and processing of data within the country's borders (Skills utilized: Project Management, Stakeholder Management, Change Management, Senior Leadership Presentation)
- New Product Launch - The launch of Explorer credit card in Hong Kong, the latest offering from American Express, is designed to provide cardmembers with a range of exclusive benefits (Skills utilized: Project Management, People Leadership, Data Analysis, Marketing Consulting, Campaign Ideation, and Execution)
- Enterprise Intelligence (EI) Platform Transformation - Enhance El capability by leveraging advanced analytics and Machine Learning/Al algorithms. (Skills utilized: Marketing Consulting, Project Management, Data Analysis, Data Insights, Senior Leadership Presentation)
- Cancelled Merchant Win Back Opportunity - Reengaging merchants who have previously terminated their relationship, maximizing company's revenue potential (skills utilized: Data analysis and reporting, project management, strategic thinking)
Timeline
Manager, Enterprise Marketing Platforms & Solutions
American Express
09.2016 - 04.2024
Manager, Global Merchant Services CoE
American Express
02.2012 - 08.2016
Manager, Business Travel - MIS & Reporting
EXL Service.com
03.2010 - 02.2012
Disputes Analyst
American Express
12.2005 - 02.2010
Bachelor's in Science - Chemistry
University of Delhi