Digital Product Manager (Credit Card Acquisition)
Synechron LLC (Client FAB)
Total years of experience :13 years, 6 Months
• Product Manager (AVP) for Digital Credit Card Acquisition portfolio for First Abu Dhabi Bank, one of the largest Banks in UAE o Managing end-to-end digital card acquisition strategy by enabling a self-service digital credit card Onboarding platform via mobile app & staff assisted tablet devices (for Sales Assist Journeys) o Manage Digital Product Backlog Roadmap, Digital acquisition planning, Product Delivery (Agile). o Assist Product Sales, Marketing and Distribution via Product training and suggest the means to increase the Product adoption via Digital marketing campaigns. o Aligning the Support/Fulfilment business units (Sales and distribution, Compliance, Credit Risk, Fraud Risk, Ops risk) to optimize the Digital onboarding & fulfilment process; also improving the Operational and Credit policies on the digital acquisition to handle the digital journey exceptions and drop offs.
Key Achievements:
• Delivered a fully digitized STP Digital credit card Onboarding journey for the Bank both for New and Existing customer acquisition - Primary and Supplementary Credit Cards.
• Worked with some of the leading partners of the Bank and one of biggest names in Retail in GCC like DU, AF, MAF to launch their Co brand card digital onboarding journey both organically via the Bank mobile app and inorganically via their 3rd party apps (Blue, Share etc.) by enabling a fully digitized app to appintegration.
• Helped to continuously improve the Digital onboarding authentication on the Mobile app via Near Field Communication, Optical Character Recognition and Facial Scan, EFR (Emirate Face Recognition) and thus making the application more secure against fraudulent attacks.
• Helped the Bank to achieve around 23% growth in digital card approvals & around 15 % growth in customer acquisition base every quarter by continuous value add improvements in the digital journey, resulting in considerable reduction of turnaround time for onboarding a card customer apart from reduction in the Cost of Acquisition.
• Digital Banking Business Product Manager, managing end to end Digital Transformation initiatives/innovations on Self Service Digital Channels - Online, Mobile, Tablets, IVR, Wallets. Managed Product and Project Management, Business Requirements Management, Customer Experience strategy, Training & Presentations, Marketing and Communication strategy.
Key Achievements:
• Instant online Remittance service to multiple corridors
• Instant Customer on-boarding via Mobile Wallet
• Mobile based dynamic Two factor authentication service for enhanced transaction security
• Mobile banking app for Business and Corporate segments hosting varied services like Fund transfer, cash management and Payments, WPS, Trade Finance, Integration to 3rd party accounting and finance tools for managing business finance needs, financial goal management tool, Account aggregation, Account Onboarding, Online marketplace, corporate transaction cards, Biometrics for Transaction authorization and Login.
• Digital Banking Revamp/reskinning for Retail and Business Banking
• Reduced branch footfall/ business cost, increased customer penetration and revenue across Retail, Business and Corporate banking segments.
• Increased customer penetration on Digital Banking Channels by more than 20 % year on year
• Recognized for seamless Project support, service excellence and delivering customer centric solutions.
• Managed Product Management for Customer Onboarding and Transaction Banking services across Sub-Saharan Africa Markets
• As a part of Barclays Africa Digital Transformation, delivered Instant Customer On-boarding on Tablet devices & Smart kiosks across 11 Emerging Markets in Africa. Achieved substantial reduction in customer Onboarding turnaround time from earlier benchmark of 5 business days to 20 minutes along with reduction in cost overheads and branch footfall.
Managed quickest delivery of Instant Customer On-boarding Transformation Solution via Assisted Banking Channels (Tablets and Smart kiosks) across 11 Emerging Markets in Africa in 9 months. Achieved substantial reduction in Liability account opening TAT from 4-5 business days to 20 minutes; reduction in cost overheads and branch footfall were other perks that came along
• Worked with Citibank APAC to roll out a multi country implementation of Instant Customer On-boarding and Cash management services for Personal banking group, offered via Smart banking branch kiosks across Asia Pacific.
• Managed Business Requirements, Customer Experience and Product Delivery of Web Browser and Mobile App based Digital Banking Transformation services across Sub Saharan Markets in Africa (Personal Banking Group)
• Managed Business Requirements, Customer Experience and Product Delivery of Web Browser and Mobile App based Digital Banking Transformation services across Sub Saharan Markets in Africa (Personal Banking Group)