Headline

Product Manager | Driving CX Transformation with GenAI & Intelligent Automation | IIM Mumbai | Onity Group | Ex-Amazon | Ex-Axis Bank | Digital Strategy

About

I’m a digital transformation professional with a strong foundation in program management, product strategy, and intelligent automation. I bring a unique blend of analytical rigor, stakeholder leadership, and technical execution. Currently, I lead high-impact GenAI and automation initiatives at Axis Bank — delivering ₹32 Cr+ in potential annual savings, scaling solutions equivalent to 600+ FTEs, and transforming CX through AI-powered operations. My work spans across GenAI implementation, RPA, process re-engineering, and agile product delivery. Previously, at Amazon Fresh, I worked on customer journey optimization and product benchmarking, conducting deep data-driven analysis on 46.9M+ journeys to identify gaps and design better UX outcomes. I’ve also worked as a full-stack developer and data analyst, delivering enterprise dashboards, automations, and trade reconciliation tools using AWS, APIs, and BI platforms. I thrive at the intersection of business and technology — translating complex needs into scalable, data-backed, high-impact programs.

Location

Mumbai

AI stack

aistudio

langchain

ollama

openai

Work experience

Digital Product Manager at ONITY GROUP INC., Nov 2025 - Present · 8 mos, Hyderabad, Telangana, India, Own product strategy, roadmap definition, discovery, and Agile delivery for Agent 360, a unified AI-powered agent platform. Drive product lifecycle initiatives spanning customer interviews, usability testing, MVP definition, backlog prioritization, iterative development, go-to-market rollout, and operational optimization in a highly regulated environment. Collaborate across engineering, operations, compliance, QA, and business leadership teams to modernize servicing workflows through conversational AI, agent assist, workflow orchestration, and operational intelligence capabilities. Lead hypothesis-driven discovery using user shadowing, interaction analysis, operational metrics, and stakeholder feedback to identify high-impact workflow and productivity opportunities. Establish Agile delivery processes including sprint rituals, user stories, acceptance criteria, prioritization frameworks, and cross-functional execution governance while scaling delivery teams and platform capabilities.

Senior Manager: Process Excellence and Automation at Axis Bank, May 2025 - Nov 2025 · 7 mos, Hybrid, Driving enterprise-level transformation through GenAI and intelligent automation. Leading strategic projects across the contact center and operations to deliver scalable solutions, reduce costs, and improve CX. 1. Led 6 high-impact GenAI pilots in contact centers, targeting ₹32 Cr+ in annual savings (~600 FTEs), improving CX and operational productivity. 2. Spearheaded vendor evaluation for 10 GenAI/AI vendors, finalizing partners based on stack compatibility, delivery timelines, and ROI potential. 3. Developed org-wide GenAI adoption roadmap with 10+ cross-functional use cases for phased rollout across verticals. 4. Delivered 3 in-house GenAI tools to demonstrate feasibility and build stakeholder confidence in AI-enabled workflows. 5. Designing and piloting GenAI-driven conversational bots expected to deliver support equivalent to ~450 FTEs, reducing response times and broadening service coverage. 6. Implementing AI-powered digital call scoring, targeted to increase lead follow-ups by 10 percentage points and boosting conversions by 20%.

Manager - Strategy and New Initiatives at Axis Bank, Jun 2023 - May 2025 · 2 yrs, On-site, Drove automation strategy using RPA and process mining. Enabled faster decision-making and execution by designing project planning tools and scalable digital systems. 1. Deployed real-time document translation via AI, reducing turnaround time by 80% and enabling instant multilingual support. 2. Designed and deployed a standardized project planning tool for transformation initiatives, improving deadline adherence by ~30% across teams. 3. Partnered with IT to democratize RPA across departments via low-code platforms (Power Automate), empowering non-tech users to automate workflows. 4. Led end-to-end stakeholder management for vendor-led process redesigns, balancing business goals, tech feasibility, and compliance. 5. Identified and implemented 4 new RPA use cases, saving ₹80 LPA within the first 5 months. 6. Enhanced straight-through processing (STP) from 75% to 95%, saving ₹36 LPA through optimized automation workflows.

AFBP General Management Intern (Amazon Fresh) at Amazon, Apr 2022 - Jun 2022 · 3 mos, Bengaluru, Karnataka, India, Worked on improving online customer journey via benchmarking, UI/UX redesign recommendations, and abandonment analytics for Amazon Fresh. 1. Mapped 94% of customer journeys by analyzing data from ~46.9 million interactions and 900+ customer interviews. 2. Benchmarked customer experiences vs. 3 competitors to uncover gaps in product discovery and communication. 3. Created real-time abandonment dashboard to identify critical drop-off points and designed 3 UI/UX pilots with measurable KPIs. 4. Recommended interventions that informed pilot designs for CX optimization and increased conversion rate.

Trainee Analyst at Principal Global Services, Nov 2020 - Jun 2021 · 8 mos, Pune Division, Maharashtra, India, Delivered tech-enabled dashboards and apps for trade and reference data management using AWS and full-stack development. 1. Built an enterprise Reference Data Dashboard tracking 15,000+ data points across financial instruments using AWS stack. 2. Led a full-stack web app project using ReactJS, Lambda, and RDS to track trade reconciliation statuses in real time. 3. Developed robust APIs for internal systems, reducing downtime and ensuring SLA compliance. 4. Received “Top Performer” recognition out of 110+ trainees; highest scores in Power BI and Informatica PowerCenter (ETL) training.

Education

PGDIM, Business Administration and Management, General, Indian Institute of Management Mumbai

Bachelor of Engineering, Electrical, Electronics and Communications Engineering, Maharashtra Institute of Technology