Head - Sub-Wallet, Pre-Paid Cards and KYC Journeys
Paytm Payments Bank Ltd.
Total years of experience :18 years, 1 Months
Restructured business, improved operating model for customer on-boarding journeys, driving cost efficiency and identifying scalable business opportunities within the payments bank product suite
Key Deliverable
• Spearheaded On-boarding journeys (Liabilities and PPI) on multi-product platform for NTB / ETB users, optimizing user funnel, cost efficiency, enhancing micro-services layer for KYC management
• Provided strategic leadership and directional support to the change management; in line with business goals and regulatory requirements
• Introduced specialized Customer Life-cycle program, driving customer value (cross-sell, win-back), Streamlined Video/Biometric KYC processes and redefined freeze rules to minimize false positives
• Own and drive Sub-Wallets (Food, Fuel, Gift) and NCMC pre-paid cards for accelerated user growth and increasing payments business
• Expanded distribution channels and negotiated partnerships, led targeted campaigns through analytics and propensity models
• PnL ownership, annual plans and improving unit economics
• Fortified compliance within the prevailing user-journeys by rectifying procedural and regulatory deficiencies
Key Deliverable
• Product Owner with Portfolio, P&L, Customer Life Cycle Management
• Digitalization of MSME Platform initiated to enable consumer journeys through partner and proprietary channels for new customer acquisition and engagement. Power sales and service of current account, MSME and retail, loan and fee products
• Strategic Business Planning and Product Roadmap for scaling up business, driving productivity and streamlining process
Product Owner
• Product development in physical and digital landscape, through solution design with project management teams
• PnL responsibility - program management, front line reviews, customizations for sales and sustainable revenue growth
• Customer experience development, Business acceleration via partner alliances, new initiatives, channel management
• Team strength of 25 seasoned product managers pan India for Current A/c, TASC (trust, association, societies, clubs) and CMS
Compliance and Stakeholder Management
• Liaison with Legal, Compliance, Audit, Risk, Technology, Third party providers for offerings, business continuity, governance
•Responsible for geography team to drive premium banking in Delhi NCR and Emerging Markets, led initiatives - ‘India Start-up Club’
• Successfully grew Fee Income for Payment solutions, Forex & Third-party products, RM productivity
• Expanded business into new geographies, ensured portfolio health and risk hygiene on existing book
• Key client coverage in high potential, satellite cities
Key Deliverable
• PAN India role for business banking segment, 250-member team
• Instrumental in building a robust program for business banking portfolio, across products including liabilities, Assets & TFX
• The RBS portfolio was then acquired by RBL Bank, and entrusted with change management & transition during corporate merger
Product, Proposition and Scale-Up
• Implemented business strategy, design product proposition, creating marketing plan, setting sales process and tracked achievement for different channels to drive productivity
• Formulated R&R and incentives plan, targeted budgets for boosting revenues & achieve desired employee productivity
• Built client coverage model, arrested silent attrition & reduced decline in wallet share, scaled up top-line growth
• Responsible for Business Risk Governance and Client Engagement
Sales Process and Portfolio Management
• Designed KRAs increasing wallet share, built strategy enabling portfolio expansion, reducing concentration
• Improved acquisition quality through contests, streamlined client communication & product positioning
• Acquired new business (Assets, Liabilities, Trade & Forex)
• Maximized revenue through TFX, TBG, CMS & Assets
• Acquired and Managed portfolio to deepen cross-sell
• Managed branch for retail deposits & wealth products
• Provided support for Trade / CMS / Loan cases, and closing big deals