Headline

Product Manager @ ICICI Bank | Digital Product Management | Business Analysis | Product Delivery | MBA | Engineer | IBM AI Product Manager

About

I enjoy building digital products that simplify complex customer journeys and create meaningful business impact. Currently working as a Product Manager with ICICI Bank, driving product initiatives across digital onboarding journeys, CRM platforms, lead pages and customer experience improvements. My experience spans Digital Product Management, Business Analysis, Product Delivery, customer journey optimization, analytics-driven enhancements and cross-functional collaboration. Key initiatives include the launch of industry first DIY journey for US customers and enhancement of NLI and DIY journeys, migration of lead pages from SalesCRM to iCRM, system integrations between UCJ, iCRM and dialer enabling automated call upon drop off and delivery of customer experience improvements. Skilled in stakeholder management, requirements gathering, BRD preparation, User Story creation, Process Mapping, UAT, Agile delivery and data-driven decision making. I enjoy translating customer and business needs into scalable digital solutions through collaboration with Technology, Platform, Marketing, Compliance, Legal and Business teams. I hold an MBA from Welingkar Institute of Management, a B.Tech in Mechanical Engineering and am an IBM AI Product Manager Professional Certificate holder. I am particularly interested in Product Management, Digital Transformation and building customer-centric products that create measurable business impact and improve customer experience.

Location

Mumbai

Work experience

Product Manager at ICICI Bank, Jun 2023 - Present · 3 yrs 2 mos, Driving digital product initiatives across customer onboarding, CRM transformation, lead management platforms and customer experience optimization within ICICI Bank's International Banking Group. Responsible for product management, business analysis, requirements gathering, solution design, testing, implementation and post-launch enhancements while collaborating with Technology, Platform, Marketing, Compliance, Legal and Business teams. • Led SalesCRM to iCRM migration and related lead management enhancements, improving operational efficiency and customer engagement. • Contributed to the launch and enhancement of self-service (DIY) and assisted onboarding journeys through stakeholder collaboration, requirements discussions, testing and release validation. • Defined business requirements through BRDs, User Stories, Process Mapping and Change Requests while supporting Agile product delivery. • Managed UAT, CUG testing and release validation activities to ensure stable product launches. • Implemented Adobe Analytics, GTM, UTM tracking and pixel integrations to enable customer journey tracking and performance measurement. • Analysed customer behaviour, lead volumes, drop-offs and rejection trends to identify pain points and drive journey optimization initiatives. • Collaborated with Technology, Platform, Marketing, Compliance, Legal and Business teams to deliver scalable customer-facing digital solutions. • Evaluated third-party partnerships and onboarding solutions to enhance digital capabilities and customer experience. • Leveraged customer insights and market understanding from managing the Canada market to identify opportunities for improving customer acquisition and onboarding experiences. • Promoted to Manager Grade in recognition of contributions across digital product initiatives and customer experience transformation programs.

Consulting Intern at Digital Impact Square, A TCS Foundation Initiative, May 2022 - Jul 2022 · 3 mos, Business Development and Operations Optimisation of Newly Launched End to End Service • Performed extensive market research, identified customer segments and gathered details of potential clients(700+) across segments • Developed Business Strategies and did cost economics • Analyzed pricing of different sample size cases and reduced cost by 14.4% • Optimized Operations and service delivery which decreased project duration by 15 days • Identified, Evaluated competitors (SWOT) and formulated approaches to each of them • Devised Marketing strategies and did overhaul of website

Mechanical Engineer at Kerala Agro Industries Corporation Limited, Sep 2019 - Oct 2020 · 1 yr 2 mos, • Initiated Digitization, Designed and Executed Business and Marketing Strategies to accomplish increased sales (280%) and improved customer experience • Supervised Operations, managed inventory and delegated staff of Agro Bazaar • Coordinated Marketing activities, managed relationship with office clients and engaged with retail customers • Performed Service and Maintenance of Agricultural machineries like Brush Cutter, Tiller and Sprayers • Handled responsibility as District Coordinator for SMAM Scheme of Central Government • Prepared documentation for tenders

Data Analyst at Petrolink, Jul 2019 - Aug 2019 · 2 mos, •Real time monitoring of every stage of drilling •Alert, rectify issues and errors

Industrial Engineer Trainee at Amphenol ICC, Apr 2019 - Jul 2019 · 4 mos, • Ensured maintenance of 5S and Lean standards like TPM, Kaizen, QRQC, KPI • Evaluated production using techniques like production study, breakdown analysis and optimized them. • Analyzed changeover, developed actions to minimize time using techniques like SMED • Audited Lean documents,created work instruction,calculated and examined parameters like OEE, Labour efficiency and cycle time .

Education

PGDM, Business Administration and Management, General, Welingkar Institute of Management

Bachelor of Technology, Mechanical Engineering, Muthoot Institute of Technology and Science