Saranya Rajaratnam, Project Manager in Melbourne, Victoria, Australia
Saranya Rajaratnam

Project Manager in Melbourne, Victoria, Australia

Member since February 17, 2020
Saranya is a seasoned digital transformation project manager, specialising in working successfully between the business and IT. She is experienced in management consulting, working across retail, digital, and banking portfolios. Her focus areas are defining & managing programs of change, to drive growth, loyalty, and retention. She's skilled in agile & waterfall, leading teams, and is comfortable engaging & influencing stakeholders effectively.
Saranya is now available for hire

Project Highlights

Expertise

  • Client Relationship Management
  • Digital Marketing
  • Digital Transformation
  • Management Consulting
  • Marketing Communications (MarCom)
  • Oil & Gas
  • Project Management
  • Retail & Wholesale

Education

Employment

  • Senior Business Operations Lead

    2019 - 2019
    HSBC (Freelance)
    • Oversaw the Strategic, Customer, and Commercial Outcomes (SCCO) team's daily functions and acted as advisor to senior management to identify strategies to drive global, digital KPIs.
    • Implemented governance and robust work processes within HSBC Digital and beyond, to cultivate effective relationships across all business functions within HSBC Digital.
    • Assumed additional responsibility of acting as the global head of Insight Activation—managing ten resources to track digital KPIs by market, deep-diving into challenges, and quantifying and delivering new opportunities to boost KPIs.
  • Digital Consulting Manager Focused on Retail Projects for Oil & Gas Clients

    2013 - 2018
    Accenture
    • Managed the delivery of Adobe Campaign Manager for a retail client through agile sprints—increasing the speed to market, and decreasing costs to serve of client's email and mobile marketing communications for B2C customers.
    • Worked with the retail client to deliver numerous digital strategies on how to transform their digital marketing capabilities on a global scale. Included propositions on campaign management tools and content management systems.
    • Led the E2E delivery of a new customer value proposition for B2B customers in the use of a fuel card as a payment card across Europe and Asia; including requirements gathering to the new fuel card management system portal (as-is/to-be process mapping and training).
    • Augmented a retail client’s existing customer loyalty program by managing and delivering a series of small projects through agile sprints to enhance the overall customer experience and brand loyalty.
    • Owned and managed the project budgets on all projects worked on, to ensure that they were delivered on time and within budget. The largest project budget successfully managed was £3.8 million.
    • Managed teams across multiple geographies and timezones, including both direct reports, indirect reports, and third-party vendors. The largest team size was ~50 global indirect client reports, two onshore direct reports, and two third-party vendors.

Project History

  • Delivery of a Campaign Management Strategy for a Petrol Retailer
    Delivered Adobe Campaign Manager to standardize campaign operations across markets and set up an offshore service to manage operations. This increased speed to market and decreased the costs of serving client communications to B2C customers.

    I conducted an initial vendor assessment of campaign management tools and presented recommendations to the client. Following this, I managed a team of over 20 resources across multiple geographies to launch Adobe Campaign through agile sprints. The client was located in Madrid/London, the technical SMEs in London/India, and the developers in India. In parallel, I set up a low-cost offshore team to build and deliver campaigns out to customers, as part of an as-a-service model.

    I also managed the project, including overseeing risks and issues and the budget management of the £2-million program. In addition to this, I oversaw the business operational readiness and change management plans, before the new tool being delivered.

    Following implementation, I worked alongside the client to deliver two strategy advisory pieces. The first was on how the campaign management tool could function in markets with a more sophisticated marketing landscape (multi-partner loyalty programs) and the second, on assessing content management system options.

  • Delivery of a B2B Fuel Card Management System
    Led the delivery of a new customer value proposition for B2B customers to use a fuel card as a payment card across Europe and Asia. The CVP offered streamlined fleet management, with better controls, including fleet-wide spend analysis.

    I managed a team of ~50 indirect client resources, two onshore direct reports, and two third-party vendors to oversee the deployment of a new fuel card management system for the client. I also owned the project budget of £3.8 million, ensuring the project was delivered on schedule and to budget.

    I first conducted an as-is analysis to understand current processes, pain points and work with the client to establish functional and non-functional requirements, as well as a new target operating model. I then proposed to-be processes to be implemented across all business areas, including improvements to problematic areas. Following this, I built and successfully delivered a reusable deployment strategy for the rollout of the new platform, used by eight cross-functional business areas, in 15 markets. The deployment strategy ensured that all functions were business-ready and trained to receive the new platform.

    Following delivery, I established a working hypercare process to manage all defects/issues through to resolution with the wider team.

  • Delivery of Enhancements for a Petrol Retailer's Customer Loyalty Program
    Managed and delivered a series of small projects to enhance the customer experience and brand loyalty of existing loyalty scheme.

    I managed a team of five remote resources and two vendors to deliver a series of enhancements to a customer loyalty scheme utilised in Hong Kong and the Philippines, through agile sprints.

    Ten loyalty enhancements were delivered in parallel, at varying stages of deployment. These enhancements included setting up personalised offers, allowing customers to earn different points based on their tier and creating a community forum.

    I managed the client and vendors’ integrated plans to track all project deliverables through to completion, according to the agreed schedule.

    My responsibility was to manage the program, individual projects, as well as the project budget and risk/issue tracking.

  • Delivery of Digital Insights and Strategy for HSBC
    Delivered actionable insights and projects to drive digital KPIs in HSBC's markets, to become a digitally centered bank.

    Initially, I established a new team operating model, following a restructure, to enable better cross-market collaboration. Within the new ways of working, I managed a team of ten remote resources in London, Buffalo, and Hong Kong.

    Each resource looked after two markets that HSBC operates in, and their focus was on delivering actionable insights to drive digital (non-financial) KPIs in that market, in line with the overarching HSBC strategy to become a digitally centered bank.

    The team analyzed customer data & behavior, and reviewed current processes to provide valuable insights that helped identify both short- & long-term digital opportunities, along with solutions to deliver maximum value to HSBC's customers. An example of this was providing customer journey mapping of digital journeys, and driving adoption of these digital journeys.

    I acted as the global program manager, under which each of these market insights and projects sat, and reported progress up to the Global Leads within HSBC Digital.

Education

  • Bachelor of Science degree with honors in Geography
    2009 - 2012
    University of Durham - Durham, United Kingdom

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