PRODUCT MANAGER

Conversion & Revenue Optimization Intuitive UX Product Prioritization Agile Development Improved Retention Automation & Scale New Product Rollout

WORK EXPERIENCE

Capital One, Card - Platform and Services Product Manager, Lead Nov 2022 – Present

Product Optimization: Onboarded 1000 additional agents with fraud resolution group (OneComm and Amazon Connect) driving 1.5M annual savings.

New Market Launch: Launched new features like Case tracker, Case alerts, Documents exchange increasing the NPS score.

Redesign: Identified several re-design opportunities within document management system to achieve a more scalable and stabilized platform services.

Strategy & Roadmap: Defined the strategy for 2023 with engineering team to move to new restructured code maintaining business continuity and innovation.

Product Growth: Increased client registrations and number of cases in Omnius to 50M by enabling resolution to customer needs across the channels.

Increased Optimal Efficiency: Hardened our services and stabilized the platform to achieve RTE < 30%, 50% reduction in manual client onboarding and achieve 99.9% SLO.

USAA Development Product Manager Jan 2022 – Nov 2022 AML – KYC/CIP Validation

•Leadership: Managed two teams of POs to accelerate & scale a $2B business by synthesizing OKR based strategies at the cross section of engineering, finance, ops & product.

•KPI Focus: Upgraded legacy alerts platform to an API driven AWS solution, quintupling performance.

•KYC: SME in Know your Customer process, optimized the alerting process leading to a reduced risk by 10%.

•Ideation: Ideated and launched the “self-erasing messages” feature in the conversational chatbot.

•Process Engineering: Optimized and improved existing backend processes (API enhancements) in order to simplify and speed up UI functions.

•Tested/Ran APIs using Postman and reviewed Selenium reports.

Truist Product Manager (Change Management and Configurations) Dec 2017 – Jan 2022 Correspondent Lending (LOS, Digital Mortgage Platform)

·Innovation: Ideated and Launched a new in house product that improved CSAT and reduced overall customer service calls for an annualized business savings of $2.5M per year

·Market Research: Performed and created an extensive market analysis that enabled business approvals & funding for projects. Managed concept-to-launch of UI solution enabling real time monitoring of online customer transactions.

·Automation: Automated manual business processes leveraging OCR Technology and AI & ML propelling business fulfillment & completion by more than 50% and a reduced operational cost (45%).

·Product optimization: Built a new interface providing bank customers with ability to complete fast secure wire transactions. Built various features and solutions based on customer feedback.

·Product Growth: Integrated with industry’s largest platform of loan sellers leading to an increase in loan production volume by 29%.

·Customer Communications: Managed and excelled at a range of customer communications; product feedback, new feature rollouts, product incident status and outages.

Highlights -

Freddie Mac, McLean, VA

Product Owner March 2014- Nov 2017 IBM Tivoli Ticketing System

Responsibilities:

•Defined the vision and roadmap for the product to align with strategic direction for the business and technology domains.

•Documented product concepts in the context of user needs, business impacts and technical requirements.

•Worked closely with cross functional teams of stakeholders, engineers and operations to understand and communicate business needs and technology specs in a scaled agile model.

•Worked with the team to refine and prioritized user stories in the product backlog using JIRA.

•Lead the development and launch of new products with development team.

•Identified and managed existing and emerging risks that stem from business activities.

•Ensured full-stack product ownership, upkeep, maintenance and sustainability.

Bank of America

Business Analyst April 2013 -Feb 2014 Wealth Management

Responsibilities:

·Business Analyst supporting requirements for Fixed income enterprise Reporting System

·Analyze current business processes and make recommendations for improvement

·Gather requirements, creating a detailed business analysis, outlining problems, opportunities and provide solutions.

·Setting and monitoring priority order based on business plans, project dependencies and impediments.

Education

Master of Science (Computer Science), Hofstra University, USA 2012

Bachelors in Computer Engineering, Kurukshetra University, India 2008

Certification:

·Certified SAFe Agilist : Expert in writing user stories and prioritizing team backlog.

·Certified SAFe Product Owner Product Manager (POPM)

·Product Management for AI and ML (ELVTR)

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