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Priyank Garg

Product Lead @ IndusInd Bank | AI-native Contact Centre | Digital Lending | Ex- CRED, NeoGrowth | BITS Pilani, IMT Ghaziabad

Gurugram

8+ years of work experience

IndusInd Bank
Aug 20242 yPresent

Gurugram

- Own AI product strategy, P&L, and multi‑quarter roadmap for a 400+ agent contact center (Virtual Relationship Manager and telesales), with North Star metrics and OKRs for connectivity, engagement, and productivity. - Building a reusable AI product platform on Ubona Contact Center as a Service (dialer/IVR/speech analytics/real‑time agent assist) integrated with CRMnext and the enterprise data platform via Solace—enabling shared services (identity/consent, targeting/orchestration, observability) and faster use‑case delivery. - Driving a disciplined test‑and‑learn cadence : dialer -> gen- ai driven speech analytics coaching → deep integrations achieving +34% connectivity, and reduce idle time by 50% - Shipping a human‑in‑the‑loop AI Voice Relationship Manager pilot (50,000 customers) to improve conversion‑per‑connect; defined success metrics, scale gates, and post‑release monitoring for safety and drift. - Led model and product governance end‑to‑end: vendor hallucination controls; ensured RBI‑aligned data localization; passed Internal InfoSec audit; secured Risk Committee and CISO approvals; renegotiated 50% lower per‑agent licensing and stronger uptime SLAs to fund roadmap velocity.
CRED
Jan 20213 yrs 8 mosAug 2024

Hyderabad

- Scaled Prefr marketplace to 3M+ MA, ~400k daily journey starts, 99.9% uptime, P95 200ms; ~$10M monthly TPV (ATS ~$600). Owned transaction-volume NSM and end-to-end funnel performance across embedded web/app journeys and partner APIs. - Led 3 APMs, 2 designers, 10 engineers, 2 data engineers, 2 risk, 1 risk-ops; managed 5–6 vendors. Reported to Head of Product; launched and operated 30+ enterprise integrations across demand partners, lenders, and third-party services. - Shipped platform integrations across bureaus (CIBIL/Experian/CRIF), KYC (Digilocker/eKYC/CKYC), statement analysis (Perfios/Finbit/Novel), payments (Digio eNACH/UPI), and in-house ML decisioning/fraud; enabled multi-tenant, API-first embedding for partner apps. - Conversion gains at scale: bureau 70%→95% (+25pp), KYC +20pp, non-STP income verification 40%→51% (+11pp; 70% of base); accelerated offer→disbursal throughput and reduced customer wait times. - Drove retention and repeat: launched a 2-step top-up flow with ~30% monthly adoption among eligible users, adding ~$3M TPV; ML-driven fraud auto-cleared ~80% scenarios, reducing manual review to ~20%. - Customer Service and Terminal: 30% ticket deflection via IVR, ~2 min AHT reduction, ~1.5 hours/FTE/day saved, CSAT +7; Terminal adopted by 40+ enterprise users for real-time lead tracking and journey status. - Economics and compliance: 3–4% processing fee per disbursal plus 3–4% share of interest (avg tenure ~15 months, ~18% ROI); aligned to RBI Digital Lending Guidelines; ISO 27001 certified.
NeoGrowth Credit Pvt. Ltd.
May 20182 yrs 9 mosJan 2021

Mumbai

- Launched NeoScore (ML bank-statement analysis) enabling same-day underwriting; cut decisioning from 30 minutes to 5 minutes and scaled throughput 6x while maintaining human-in-the-loop controls in AdvanceSuite LOS/LMS. - Drove NeoExpress to capture 50% of new business and add $10M+ incremental loans in 3 months; sustained 3–4 day disbursal TAT via streamlined risk workflow. - Expanded partner channel productivity (bulk upload, TAT tracking), improving lead conversion by 15% and distribution to 5+ cities. - Reduced CAC by 10% through market research and 150+ merchant interviews; strengthened product–market fit and GTM. - Increased adoption of the internal sales app by 50% through regular releases; owned PRDs, UAT, and training across risk and field ops. Promoted from Business Analyst to APM post-launch.
GitHub
@prihu
Personal portfoliopriyankgarg.com

Priyank’s AI Stack

antigravity
antigravity
claude code
claude code
elevenlabs
elevenlabs
gemini
gemini
github copilot
github copilot

Education

Institute of Management Technology, Ghaziabad

Master of Business Administration, Finance, General

Institute of Management Technology, Ghaziabad

20162 yrs2018
Birla Institute of Technology and Science, Pilani

Bachelor's Degree, Electronics and Instrumentation

Birla Institute of Technology and Science, Pilani

20104 yrs2014

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Headline

Product Lead @ IndusInd Bank | AI-native Contact Centre | Digital Lending | Ex- CRED, NeoGrowth | BITS Pilani, IMT Ghaziabad

About

I am a Product Leader who sits at the intersection of AI, Fintech, and Customer Experience. With a background in Engineering (BITS) and Finance (IMT), I don't just build products; I build revenue engines. Currently, I lead AI product strategy at IndusInd Bank, where we are transforming a 400+ agent contact center into an AI-assisted powerhouse. Before this, I scaled Prefr's credit platform to $10M monthly TPV. I specialize in: CCaaS, Voice AI, Digital Lending, and Growth. Open to connecting with fellow product leaders.

Location

Gurugram

AI stack

antigravity

claude code

elevenlabs

gemini

github copilot

Work experience

VP Product at IndusInd Bank, Aug 2024 - Present · 2 y, Gurugram, - Own AI product strategy, P&L, and multi‑quarter roadmap for a 400+ agent contact center (Virtual Relationship Manager and telesales), with North Star metrics and OKRs for connectivity, engagement, and productivity. - Building a reusable AI product platform on Ubona Contact Center as a Service (dialer/IVR/speech analytics/real‑time agent assist) integrated with CRMnext and the enterprise data platform via Solace—enabling shared services (identity/consent, targeting/orchestration, observability) and faster use‑case delivery. - Driving a disciplined test‑and‑learn cadence : dialer -> gen- ai driven speech analytics coaching → deep integrations achieving +34% connectivity, and reduce idle time by 50% - Shipping a human‑in‑the‑loop AI Voice Relationship Manager pilot (50,000 customers) to improve conversion‑per‑connect; defined success metrics, scale gates, and post‑release monitoring for safety and drift. - Led model and product governance end‑to‑end: vendor hallucination controls; ensured RBI‑aligned data localization; passed Internal InfoSec audit; secured Risk Committee and CISO approvals; renegotiated 50% lower per‑agent licensing and stronger uptime SLAs to fund roadmap velocity.

Product Manager, Customer Service and Growth at CRED, Jan 2021 - Aug 2024 · 3 yrs 8 mos, Hyderabad, - Scaled Prefr marketplace to 3M+ MA, ~400k daily journey starts, 99.9% uptime, P95 200ms; ~$10M monthly TPV (ATS ~$600). Owned transaction-volume NSM and end-to-end funnel performance across embedded web/app journeys and partner APIs. - Led 3 APMs, 2 designers, 10 engineers, 2 data engineers, 2 risk, 1 risk-ops; managed 5–6 vendors. Reported to Head of Product; launched and operated 30+ enterprise integrations across demand partners, lenders, and third-party services. - Shipped platform integrations across bureaus (CIBIL/Experian/CRIF), KYC (Digilocker/eKYC/CKYC), statement analysis (Perfios/Finbit/Novel), payments (Digio eNACH/UPI), and in-house ML decisioning/fraud; enabled multi-tenant, API-first embedding for partner apps. - Conversion gains at scale: bureau 70%→95% (+25pp), KYC +20pp, non-STP income verification 40%→51% (+11pp; 70% of base); accelerated offer→disbursal throughput and reduced customer wait times. - Drove retention and repeat: launched a 2-step top-up flow with ~30% monthly adoption among eligible users, adding ~$3M TPV; ML-driven fraud auto-cleared ~80% scenarios, reducing manual review to ~20%. - Customer Service and Terminal: 30% ticket deflection via IVR, ~2 min AHT reduction, ~1.5 hours/FTE/day saved, CSAT +7; Terminal adopted by 40+ enterprise users for real-time lead tracking and journey status. - Economics and compliance: 3–4% processing fee per disbursal plus 3–4% share of interest (avg tenure ~15 months, ~18% ROI); aligned to RBI Digital Lending Guidelines; ISO 27001 certified.

Associate Product Manager, Growth at NeoGrowth Credit Pvt. Ltd., May 2018 - Jan 2021 · 2 yrs 9 mos, Mumbai, - Launched NeoScore (ML bank-statement analysis) enabling same-day underwriting; cut decisioning from 30 minutes to 5 minutes and scaled throughput 6x while maintaining human-in-the-loop controls in AdvanceSuite LOS/LMS. - Drove NeoExpress to capture 50% of new business and add $10M+ incremental loans in 3 months; sustained 3–4 day disbursal TAT via streamlined risk workflow. - Expanded partner channel productivity (bulk upload, TAT tracking), improving lead conversion by 15% and distribution to 5+ cities. - Reduced CAC by 10% through market research and 150+ merchant interviews; strengthened product–market fit and GTM. - Increased adoption of the internal sales app by 50% through regular releases; owned PRDs, UAT, and training across risk and field ops. Promoted from Business Analyst to APM post-launch.

Education

Master of Business Administration, Finance, General, Institute of Management Technology, Ghaziabad

Bachelor's Degree, Electronics and Instrumentation, Birla Institute of Technology and Science, Pilani

Public links

github: https://github.com/prihu

priyankgarg.com: https://priyankgarg.com/