Jun 2024 – Present · 2 yrs · Kolkata

• 1) Owned 0→1 and scale product initiatives in BFSI, leading digital transformation programs with $10M+ budgets, including Loan Origination Systems (LOS), omnichannel CX platforms, and enterprise CRM implementations.
• 2) Led product discovery and solution design for enterprise CRM platforms (Salesforce, Microsoft Dynamics 365), driving vendor selection through gap analysis, requirement definition, and ROI evaluation to build an omnichannel lead management and Customer 360° platform, resulting in 30% uplift in lead conversion and 25% improvement in cross-sell performance.
• 3) Designed and launched customer-facing digital experiences including WhatsApp Banking and IVR Banking, integrating APIs and enabling STP-based service requests, significantly reducing operational turnaround time and manual intervention.
• 4) Built data-backed product business cases, defining success metrics, ROI, and prioritization rationale to support executive decision-making on large-scale technology investments.
• 5) Acted as the product execution lead, collaborating with IT, Analytics, Product, Marketing, Legal, and Compliance teams to align roadmap priorities, manage risks, and deliver outcomes in regulated environments.
• 6) Spearheaded the 0→1 development and launch of a Retail Asset LOS (Pre-approved Digital Personal Loan), contributing to a projected annual business impact of $1M+ through faster credit decisioning and improved customer acquisition.
• 7) Owned UAT strategy and go-live readiness, validating functional, regulatory, and CX requirements to ensure on-time, high-quality product launches.