Lead and mentor a 4-member team on strategic credit card initiatives. Transition credit card onboarding from DAP to Adobe Forms, managing project progress across both platforms. Oversee the project lifecycle, from requirements initiation to delivery, ensuring seamless execution and milestone control. Collaborate cross-functionally on requirement feasibility, documentation, and API system integration. Coordinate with stakeholders and vendors for approvals, finances, and timelines. Conduct UAT… Show more Lead and mentor a 4-member team on strategic credit card initiatives. Transition credit card onboarding from DAP to Adobe Forms, managing project progress across both platforms. Oversee the project lifecycle, from requirements initiation to delivery, ensuring seamless execution and milestone control. Collaborate cross-functionally on requirement feasibility, documentation, and API system integration. Coordinate with stakeholders and vendors for approvals, finances, and timelines. Conduct UAT, perform functional reviews, and ensure compliance with security standards. Utilize Jira and Confluence for project tracking, MS Project for management, and Adobe Analytics and Elastic Tool for performance monitoring.Lead cross-selling initiatives, integrating insurance products with credit cards and promoting credit cards through fixed deposit journeys, aiming for INR 100 crore revenue in FY 2024-25Created a unified onboarding solution by integrating 3 web URLs, facilitating the annual onboarding of 2.3M customers in FY 2023-24 and improving card onboarding percentage from 5% to 12%Ensured compliance with regulatory guidelines for loan-on-card journeys ahead of schedule, increasing business by 61% and meeting FY 2024 updatesImplemented solutions to reduce customer drop-offs, increasing the conversion rate by 15%Recognized as a key contributor to the bank’s card acquisition, improving pre-approved card conversion from 8% to 40% in 1 yearRolled out address handling scenarios using parsing logic, reducing API errors and improving conversion rates by 6%Led Aadhaar mobile match implementation for eKYC and addressed authentication page drop-offs, saving INR 5.3 crores annually and adding 20K+ card conversions per monthDeveloped alternative authentication handling and remarketing campaigns for second authentication drop-offs, resulting in a 4% increase in pre-approved customer conversion Show less

Project Manager (10/2019–06/2022) Relationship Manager, Transaction Banking (05/2016–09/2019)Drove strategic projects and process improvements across Bharat Banking (Bank’s division focused on serving needs of rural and semi-urban segments) and process quality department. Developed business requirements documents, monitored projects and initiatives, and oversaw development and testing of applications. Published weekly MIS reports on projects, providing senior management with timely… Show more Project Manager (10/2019–06/2022) Relationship Manager, Transaction Banking (05/2016–09/2019)Drove strategic projects and process improvements across Bharat Banking (Bank’s division focused on serving needs of rural and semi-urban segments) and process quality department. Developed business requirements documents, monitored projects and initiatives, and oversaw development and testing of applications. Published weekly MIS reports on projects, providing senior management with timely updates and insights. • Standardised customer profiles across Bank’s applications, increasing liability data accuracy from 70% to 100%, and asset and card accuracy from 30% to 100% - Implemented project across 12 applications and 63 workflows, managing 200+ stakeholders- Reviewed information capturing across applications and drafted requirements for all applications- Gathered competitor information, and reviewed fintech and agricultural applications across web and applications- Created and distributed a survey to rural and semi-urban branches to collect product requirements, data on competitive offerings, and feedback on recommended product features • Rebranded and rationalised customer applications/forms, per modified branding guidelines - Gathered application forms used across departments; created master dataset, mapping products, processes, vendors, and volumes; and identified and onboarded vendor - Saved INR 14.5 lacs by discarding non-usable forms, merging forms, and reducing number of pages across forms• Developed simplified solutions to enhance customer experiences and reachability- Rationalised NRI account opening form and reduced NFTR from 47% to 20%, boosting customer satisfaction and improving first time right account opening percentage from 53% to 80% - Digitised physical statements, reducing customer communication costs by 80% and delivery TAT from 7 to 1-2 days • Received ‘Employee of the Month’ award (02/2021) Show less

Relationship Manager, Indian Financial InstitutionsFostered relationships with LIC divisional offices and cooperative banks in Delhi/NCR and Gwalior. Onboarded new clients and cross-sold payment and collection solutions. • Achieved operational standards by consistently adhering to guidelines and implementing processes to ensure first-time accuracy in all tasks.• Onboarded 3 cooperative banks, resulting in incremental average balance of ~INR 2 crores

Sold banking solutions to corporate clients and HNIs in Delhi/NCR region, implementing sales strategies, resolving customer queries, and acquiring new business. Identified cross-selling and fee generation opportunities for trade and FOREX products. • Transitioned clients from submitting physical applications for FOREX payments to email-based application process by implementing email/fax indemnity solutions, leading to improved customer experiences

Elite Trade and Relationship Group (ETRG) Relationship Manager (04/2013–08/2014);Customer Service Manager (02/2011–04/2013) Managed banking operations, including retail trade, cross-selling, cash, and FOREX transactions. • Transitioned majority of clients from physical transactions to digital platforms (mobile and internet banking) • Maintained forms sourcing error percentage at 2% by implementing maker-checker practice, and ensuring compliance with account opening checklist… Show more Elite Trade and Relationship Group (ETRG) Relationship Manager (04/2013–08/2014);Customer Service Manager (02/2011–04/2013) Managed banking operations, including retail trade, cross-selling, cash, and FOREX transactions. • Transitioned majority of clients from physical transactions to digital platforms (mobile and internet banking) • Maintained forms sourcing error percentage at 2% by implementing maker-checker practice, and ensuring compliance with account opening checklist items • Recognised by zonal head for achieving maximum CMS activations for existing customer base Show less