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Portrait of Vinay Modak

Vinay Modak.

Programme delivery and client operations

I head Project Management and Operations at Loylogic, taking enterprise loyalty programmes from scoping to launch and running them once live, across customer support, merchant support and programme operations. My clients include banks, card issuers, airlines and global consumer brands in 14+ countries.

What I lead

My two departments cover the whole life of a programme, from the first scoping call to the day-to-day running of the live service.

Project Management

Taking enterprise loyalty programmes from first scope to release.

  • Full programme lifecycleScoping, requirements, sprint planning, execution and release, with 93% of goals delivered on time.
  • Change requestsScoping and negotiation with clients and internal teams, through implementation, UAT and deployment.
  • Agile deliveryScrum and PI-style planning, with RAID logs and risk registers across concurrent client engagements.
  • Executive reportingWeekly and bi-weekly status reports and decision matrices for client C-suite and Directors.
  • Budgets and resourcingAllocating budget and people across concurrent workstreams without trading away quality.

Operations

Running live programmes for members, merchants and clients.

  • Customer supportRedesigned virtual reward-card query handling, cutting average resolution time by 30%, from 10 days to 7.
  • Merchant supportManaging suppliers and partners across reward fulfilment, card issuance and technology vendors to agreed service levels.
  • Programme operationsRe-engineered setup workflows to raise capacity by 50%, from 500 to 750 products a week.
  • Incident leadershipLeading P0 to P2 incidents to resolution within 60 to 90 minutes, followed by an RCA and a permanent fix.
  • Client enablementPlatform demos and order management training for client support teams every two months.

Where my clients are

15 enterprise loyalty and rewards programmes I have delivered and supported: 5 banks and card issuers, 5 travel brands, 4 consumer and hospitality brands, and 1 insurer. Hover over or tap a point to see each client.

Global premium card issuer

Centurion and Membership Rewards programmes, Switzerland

Client programme Programme running in many regions Points show each client's home market. Some are shifted slightly so they do not overlap.

How I run a critical incident

Our platform is stable, so incidents are rare. When one lands, I follow the same sequence every time, and P0, P1 and P2 issues are typically resolved within 60 to 90 minutes of being reported.

60–90 minutes to resolve P0, P1 and P2 issues
Time from an incident being reported to resolution, on a two-hour dial.
  1. 1Open the bridgeStart the bridge call as soon as the issue is reported and set the severity.
  2. 2Bring in the right peoplePull in the engineering, product and partner teams the fix needs.
  3. 3Escalate when support stallsGo to senior stakeholders straight away if the support we need is not available.
  4. 4Keep the client informedSend regular resolution updates until the issue is closed.
  5. 5Deliver the RCAShare a root-cause analysis with the client after every incident.
  6. 6Fix it for goodWork with Technology and Product on a permanent fix so it does not recur.

Tools I have built

Two AI tools I designed and built at Loylogic alongside my core role, to cut reporting effort for programme leadership and support costs for client programmes.

Calmboard

AI project-intelligence platform for programme leadership

Pulls delivery data from every programme into one place, flags risk early and writes the weekly status report, so leadership sees the whole portfolio without anyone assembling it by hand.

  • Predictive risk scoring
    Flags programmes that are likely to slip before they do.
  • AI-generated status reports
    Drafts the weekly programme update from live delivery data.
  • Portfolio rollup for leadership
    Compares performance across all programmes in one view.
  • Access-controlled chatbot
    Answers questions about a programme using retrieval over its own data, with no data shared across clients or programmes.

30% less weekly reporting effort

Validated reduction in time spent on weekly reporting.

Built with Cloudflare Workers, D1 and R2, plus a RAG and LLM integration layer. About 12,000 lines of code.

ChatPilot

Multi-tenant AI customer support assistant

Answers member support questions for several client programmes from a single shared backend, so each new programme gets AI support without a separate build.

  • One backend, many programmes
    Serves multiple client programmes from the same platform.
  • Semantic caching
    Reuses answers to questions that have already been asked, instead of paying for a new AI call each time.
  • Retrieval optimisation
    Fetches only the content each answer needs, which keeps responses fast and costs low.

93% lower AI cost

Operating cost cut by the caching and retrieval pipeline.

~15,600 tickets a year

Projected deflection, modelled from a controlled load test.

Experience

Feb 2025 to present

Senior Operations Manager, Loylogic Technologies

Head the Project Management department and the Operations department (customer support, merchant support and programme operations) for a global loyalty and rewards platform provider. Lead programme delivery, change requests, client escalations and incidents, and partner relationships across reward fulfilment, card issuance and technology vendors.

Jun 2022 to Feb 2025

Project Manager, Loylogic Technologies

Owned the full programme lifecycle for enterprise clients and delivered 93% of goals on time. Ran segmented reward testing for a South African bank whose programme won Best Relaunched Programme of the Year.

Dec 2020 to Jun 2022

General Manager, Daus Infospace

Oversaw operations, finance and HR for a core banking solutions provider, managing vendor relationships and organisation-wide process improvement.

Nov 2019 to Dec 2020

Project Manager, Daus Infospace

Linked IT, Product and Sales for core banking solutions and delivered two major Scrum projects on schedule.

Awards

For the Audacious Rewards programme, where I led strategy, delivery and client alignment.

  • Loyalty Team of the Year
    International Loyalty Awards, 2025
  • Best Short-Term Initiative
    International Loyalty Awards, 2024
  • Best Relaunched Programme of the Year
    SA Loyalty Awards, 2024

Certifications

  • Certified Card Payment System Professional
    MVLCO, 2025. Card schemes, settlement, chargebacks and disputes.
  • Certified International Payment Systems Professional
    MVLCO, 2024. SWIFT, ACH, RTGS and ISO 20022.
  • ITIL Foundation
    IT service management
  • PRINCE2 Foundation and Practitioner
    Project management