Loyalty Systems & Operations Specialist

Job Description

3. JOB PURPOSE:Systems administrator for the Loyalty program, supporting the effective configuration, campaign set up,operation, and maintenance of loyalty software application and related infrastructure while conducting all relatedtesting, in collaboration with the IT, to assure timely updating and system amendments and thereby supporteffective operations of the loyalty programs.Manage day to day operations of the loyalty program; design and implement program processes andinitiatives that drive customer loyalty, manage the databases and resolve customer complaints in line with therequired standards in order to contribute to the effective achievement of the marketing objectives and revenuetargets for Loyalty programs.4. KEY ACCOUNTABILITIES:Job Specific AccountabilitiesLoyalty Program Administration? Lead the effective development of processes to support successful delivery of the loyalty programs inline with defined quality standards.? Set up the program configuration and any changes from time to time for all member segmentsincluding earn, redemption and any other features / benefits.? Responsible for promotion rules configuration and testing to ensure that the outputs are in adherenceto the campaign rules including pre campaign launch simulations.? Regularly monitor fraudulent activity and devise new fraud monitoring reports based on learningsbased on member?s activity.? Responsible to ensure that the partner transactions and billings are processed in a timely manner? Work closely with the Campaign specialist to deploy all the campaigns thru the loyalty application.? Prepare the monthly MIS and handle complaints and customer issues regarding loyalty programs inline with the required standards.? Collaborate with the business to position and grow the loyalty programs and assist in enhancing theirbusiness value propositions.? Liaise with external vendors and service providers in all loyalty projects to ensure prompt delivery andsmooth functioning of the projects.? Handle escalated client queries and problems raised and assure timely provision of solutions,ensuring optimum client satisfaction.Training and Development? Plan and conduct awareness sessions and trainings for Call Centre and Retail teams on identifieddevelopment areas related to knowledge and exposure to Loyalty Programs to support effectivepromotions of the service offerings and create a customer centric culture.Marketing and Customer Base Expansion? Conducting assessments in order to improve customer satisfaction.? Together with the VP and business leaders, design the successful delivery of product and servicesolutions and ensure that the highest level of customer service/support is maintained and that eachdelivery is fully evaluated with the customer.System Administration? Manage and monitor the loyalty program systems to ensure timely availability, performance,scalability, data integrity and security.? Handle issues that come up on a daily basis in the loyalty systems and provide the required inputs toenhance loyalty systems and take ownership of the loyalty systems from a business perspective.? Manage installation and configuration of new modules, system enhancements and updates with newproduct offerings etc., maintain and monitor existing systems as per protocol.? Conduct new accounts set-up and active directory administration as per defined quality standards.? Ensure implementation of software changes and installation of new modules, upgrades, patches anddatabase migration under the assigned area of responsibility and evaluate, document, monitor,configure, and tune existing systems.? Ensure parameters are set to provide fast query response to users by understanding the needs andmonitoring alerts and security to resolve issues and incidents as per the defined methodologies andprocedures and handle escalated critical errors.? Generate reports to monitor performance of defined systems as per defined SLA?s and share thesereports with the users.? Ensure optimal performance and uptime by accessing system administration procedures andmethodologies.? Ensures that system hardware, operating systems, software systems, and related procedures adhereto the technology guidelines and policies outlined.? Perform daily system monitoring, verifying the integrity and availability of all hardware, serverresources, systems and key processes, reviewing system and application logs, and verifyingcompletion of scheduled jobs such as backups.? Coordinate with IT to define and assess the suitability of IT hardware and software requirementswhich meets the requirements of the current and future program requirements based on a cost benefitanalysis.CRM and Data Management? Manage the process of cleaning all available customer data in order to minimize discrepancies andduplications and make use of this data to better understand customers.Maintenance and Back-Up? Perform daily backup operations, ensuring all required file systems and system data are successfullybacked up to the appropriate media.? Provide fault investigation activities in order to isolate and resolve core business solutions problems.? Undertake appropriate changes and system tuning in order to ensure optimum performance.? Ensure backup is undertaken to ensure the availability and integrity of business systems at all timeSystem Security? Plan, co-ordinate and implement effective security measures in order to safeguard database integrityand user management.Mapping Requirements? Support in providing specifications of IT software and hardware maintenance in order to facilitate thevendor process.? Liaise with business and loyalty program management to map IT requirements and coordinate withvendors? representatives on the same.? Conduct UAT to validate smooth system operations post enhancements and changes.

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