Product Manager
What do I like?
Anything to do with bikes and cars
Violin instrumentals
Harry Potter - All day long
Classic 1850's fictions
Writing short stories
PS5 over XBOX
Borussia Dortmund
F1 > Football > Cricket
Where do I work?
Dec 2023 – Present
Niyo
Senior Product Manager
Currently leading a team of 3 PMs in revolutionising customer experience at Niyo and a team of 2 to build the Niyo Community product (web & mobile app)
Built Gen-AI chat & voice bots to reduce the no. of agent handled queries by 60%
Introduced WhatsApp as the primary support channel with 50% increase in CSAT
Reduced the cost per chat by 50% and DAU to chat ratio by 60% through various pro- active communications and product features in Niyo Global
Introduced Priority Support - in-app VoIP call from best agents to abroad users
Received accolades for top performance from CEO & CTO 2 times in last 3 years
Conceptualised and built an automated multi-product sales centre with 60+ agents
Feb 2021 – Dec 2023
Niyo
Product Manager
Built EPF Tracking in Niyo Global & NiyoX - the highest cross-selling product in Niyo with consistent NPS of 60+, quick ratio of 3+ and 1Lac+ users
Designed a new SBM Bank Onboarding flow based on Mutual Fund CKYC, which improved funnel conversion from 60% to 85% and reduced TAT from 10 to 5 mins
Won Niyothon (Hackathon) two years in a row - projects which were implemented subsequently within next calendar year and which received good NPS scores
Spearheaded comprehensive user research programs to aid 0 to 1 product building for credit card, mutual funds, customer support and app experience
Helped launch 0 forex credit card which does Rs. 150+ Cr forex spends per month
July 2019 – Dec 2020
Axis Bank
Product Manager - UPI & Digital Banking
Built the shopping portal of Axis Bank - GrabDeals in collaboration with 25+ brands
Helped design the 'Branch of the Future' by digitizing the CX touch points
Spearheaded Time & Motion Analysis study across 100+ branches pan India
Worked closely with marquee partners like Google & Bajaj for their PSP solutions
Developed 'Axis UPI Premium' - An industry first UPI based loyalty program
April 2018 – May 2018
Axis Bank
Management Intern - Marketing
Got Pre-Placement Offer after successful internship stint in Marketing department
Bench-marked 15+ credit cards of 6 different banks; Gathered key insights which lead to design & feature revamp of credit cards in mass affluent category
Where did I study?
2019
Master of Business Administration (MBA)
Indian Institute of Management, Lucknow
2017
Bachelor of Engineering (Mechanical Engineering)
College of Engineering Guindy (CEG), Anna University - Chennai