SUDHIR WADHAWAN

Responsible to achieve regional account development objectives by coordinating account management team to sign new accounts, developing successful strategies to service existing accounts and to strengthen business relationships.

Account Management

• Built and cultivated long-term quality relationships with over 100 clients by addressing needs and providing superior customer service.
• Successfully negotiated complex deals with key clients resulting in robust Acceptance and Clearing network
• Developed and implement new deal management process that reduced deal time by 30% and increased win rates by 50%.
• Led team of client managers and signed over 20 deals with high value customers in APAC region.
• Collaborated with cross-functional teams to identify and mitigate potential risks in high-value deal, resulting in successful contract negotiation and avoidance of potential legal disputes.
• Managed portfolio of deals worth $25 million and achieved 90% success rate in closing deals within required timeframe.
• Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
• Improved account management by predicting potential competitive threats and outlining proactive solutions.
• Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
• Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
• Prepared and delivered presentations to B2B customers to highlight offerings and secure new business.
• Negotiated prices, terms of sales and service agreements.
• Met with customers to discuss and ascertain needs, tailor solutions, and close deals.
• Identified new business opportunities through cold calling, networking and prospective database leads.

Team Management

• Coached account management associates in product specifications, sales incentives and selling techniques, significantly increasing number of deals closed.
• Exceeded targets by building, directing and motivating high-performing sales team.
• Met with each sales representative on bi-monthly basis to answer questions, resolve issues and identify new strategies.
• Partnered with sales team members and leveraged strong negotiation skills to close tough deals with lucrative clients.
• Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.

Stakeholder Management

• Liaised between internal and external stakeholders, clients and various external vendors to develop and implement client solutions.

• Successfully led a project to deliver a multi-market digital TC encashment solution, resulting in an increase of 50% in TC encashment volume within the first quarter of launch.
• Developed and executed a project plan involving 18 team members, resulting in a 30% reduction in delivery time and 15% cost savings.
• Conducted requirements gathering and created mockups to ensure the solution met the needs of 5 major customers, resulting in a 40% increase in customer satisfaction.
• Worked closely with different teams, including Technology and Operations, to ensure timely delivery of solution, resulting in the solution being delivered 2 weeks ahead of schedule.
• Led testing and launch of solution, ensuring that it met all quality standards, resulting in a 90% reduction in post-launch issues.
• Delivered the project on time and within budget, resulting in a cost saving of $100K for the company.
• Improved customer satisfaction by providing a convenient and efficient way for customers to cash their TC, leading to positive feedback and a 50% increase in usage of the solution.
• Received the Chairman's Award for outstanding achievement in delivering the project, demonstrating exceptional leadership and project management skills.

B2B Customer Relationship Manager with expertise in the financial services industry

• Developed and managed relationships with key clients in financial services industry, including banks, insurance companies, and investment firms, resulting in increased revenue and market share for the company
• Successfully signed new accounts and expanded business with existing clients, by identifying their needs and offering tailored solutions, resulting in high customer retention and loyalty
• Worked closely with cross-functional teams, including sales, product development, and operations, to ensure seamless delivery of products and services to clients, resulting in high levels of customer satisfaction
• Demonstrated expertise in project management by leading development and launch of new products and services, resulting in increased efficiency and cost savings for the company
• Received regional recognition for outstanding achievement, including FES JAPA 2014 award for signing partners in Thailand.
• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution

Responsible for leading the Sales for Consumer Cards through the Direct Marketing and Digital Marketing Channel. Worked with creative marketing agency to provide campaign briefs and develop marketing materials. Led a team of 10 sales team members to achieve sales targets.

Accomplishments

• Developed and executed a new business development strategy that resulted in a 40% increase in sales revenue within the first year of implementation.
• Increased the card sales by over 50% by improving prospect customer journey on American Express website.
• Increased the number of applications through SEO and SEM
• Implemented the instant approval for Cardmember applications working closely with Risk and Central Digital teams.
• Improved the conversion rate by digitising the backend application processing.

• Served as 'Chief of Staff' to Country Manager Singapore, managing a wide range of internal and external matters, resulting in 20% increase in overall efficiency of decision-making process across the organization.
• Managed the annual goal setting process across the Group, with a focus on translating strategic goals into tactical and operational objectives across the organisation to individual teams and employees
• Advocated for Singapore market with global stakeholders, resulting in an increase of 30% in support of strategic priorities.
• Analyzed business and financial trends to inform decision-making, resulting in a 25% reduction in costs and a 10% increase in revenue.
• Served as a key point of contact and reference to functional and sub-regional businesses, resulting in a 20% improvement in cross-functional communication and collaboration.
• Supported annual strategic planning process and budget & forecasting processes, as well as regular management reporting, resulting in a 15% increase in accuracy and efficiency of financial reporting.
• Conducted external research on market and competitor trends and engaged with global team contacts to bring insights.
• Developed business and campaign performance analysis and acted as a central point of contact for all MIS reporting.

Supported the regional president for APAC region in assessing growth opportunities and expense reengineering opportunities through the region by doing deep dive analysis into current state of business and by conducting competitive analysis.

• Conducted variance analysis and provided actionable insights to the senior management team, resulting in better decision-making and improved financial performance.
• Led the development of financial models and analytical tools to support decision-making, resulting in increased efficiency and improved financial results.

Responsible for Customer Database Marketing and Campaign analysis. Analyzed Customer Data to generate insights to help run efficient customer acquisition campaigns.