Headline

Project & Program Manager | Fintech CX Automation, Lending & Payments | IVR/Chatbot Self-Serve, API-led Delivery | ₹3.5 Cr annual savings, 15% to 42% deflection | Ex-Amazon, Ex-Fi

About

Project and program manager with 8+ years in fintech and e-commerce. I run cross-functional delivery of self-serve platforms and process automation, aligning Engineering, Product, Risk, and Ops to ship API-led solutions that cut cost and improve customer experience. Currently Process Designer - Consumer Lending (Project / Program Delivery) at PhonePe. Recent results: - ₹3.5 Cr annual savings and a 45 FTE reduction by automating L1 lending queries - Chatbot and IVR self-serve flows that lifted deflection from 15% to 42% - Real-time disbursement status in IVR, cutting "Where is my money?" calls by 60% and saving 1,200 support hours a month - AI Voice Bot discovery that took loan funnel progression to 89% and drove an estimated ₹40 Cr in new disbursements Before PhonePe: instant card issuance and dispute automation at Fi Money (KYC latency from 2 minutes to under 10 seconds) and operations projects at Amazon (automated resolutions up from 45% to 62%, ₹20 Cr annualized fraud prevented). Open to remote Project/Program Manager, Implementation/Delivery, and Product Operations roles in fintech and CX automation. Portfolio: https://sandeeppandianpm.netlify.app Email: sandeep6andrew@gmail.com

Location

Bengaluru

AI stack

claude code

claude

gemini

notebooklm

ChatGPT

Framer AI

Work experience

Process Designer - Consumer Lending (Project / Program Delivery) at PhonePe, Feb 2025 - Present · 1 yr 8 mos, Bengaluru, Karnataka, India, Owned the Smart IVR and Chatbot roadmap for Consumer Lending; delivered self-serve flows that improved deflection from 15% to 42%. - Led product discovery for an AI Voice Bot on the lending page; analyzed funnel data to resolve user drop-offs, increasing funnel progression to 89% and loan conversions to 65% (driving an estimated ₹40 Cr in new disbursements). - Integrated real-time API triggers in IVR for disbursement status; cut "Where is my money?" calls by 60% and saved 1,200 support hours/month. - Automated L1 lending queries, delivering ₹3.5 Cr annual savings and a 45 FTE reduction while maintaining service levels.

Senior Project Designer - Debit & Credit Cards at Fi, Feb 2024 - Feb 2025 · 1 yr 1 mo, Bengaluru, Karnataka, India, - Redesigned instant issuance for virtual debit cards by optimizing KYC handshakes; reduced latency from 2 minutes to under 10 seconds and improved Day 0 activation by 18%. - Resolved debit transaction failures (including POS timeouts) with the bank switch team; improved transaction success rate by 12%. - Automated chargeback and dispute filing via API-fed tickets; reduced TAT from 7 days to 48 hours.

Project Specialist (L3) at Amazon, Jun 2021 - Jan 2024 · 2 yrs 8 mos, Bangalore Urban, Karnataka, India, - Delivered touchless resolution by integrating courier tracking APIs with decision logic; increased automated closures from 45% to 62% and saved 15,000 hours/year. - Partnered with Buyer Risk to detect serial claimers in POD refunds; prevented ₹20 Cr annualized fraud with under 0.2% false positives. - Standardized investigator SOPs and improved decision consistency; achieved 95% QA alignment and reduced variance by 40%.

Project Coordinator - Entertainment Business at AIDA Cruises, Mar 2018 - May 2021 · 3 yrs 3 mos, - Managed 5+ concurrent projects (launches, upgrades, installations) with 95% on-time delivery. - Coordinated cross-functional teams of up to 20 across vessels; improved turnaround time and raised guest satisfaction by 35%.

Education

bsc, Design and Visual Communications, General, Hindustan College of Arts & Science

Public links

sandeeppandianpm.netlify.app: https://sandeeppandianpm.netlify.app/