Ninad B.

About Ninad B.

I am a results-focused Product Manager with over 9 years of experience in innovation and enhancing customer experience. As an Associate Vice President at Kotak Mahindra Bank, I am managing telephony applications and infrastructure related products.My career highlights include redesigning IVR flows to improve authentication, reducing customer effort by defining customer journeys, and designing data-driven dashboards to guide decisions. I also manage product audits and support existing products to ensure enhanced performance.Achievements1. Redesigned IVR workflows to improve customer validation; resulting in a significant 11-percentage-point improvement in authentication.2. Created master blocking on Fraud toll-free numbers to reduce call volume by 79%, allowing genuine anxious customers to block channels before reaching phone banking officers.3. Achieved a notable increase of 2% quarter-over-quarter in AI-based speech-to-text engine’s intent recognition by identifying and implementing new grammar, leading to seamless routing of customers.With a background in Software Engineering and a PGDM in Marketing, I connect the dots between technical and business gaps. Skills:1. Product Management – Product Strategy and vision, roadmap 2. Technical aptitude – Software development 3. Analytical and data-driven decision-making 4. Project and Vendor Management5. Telephony Systems and IVR/Voice Bot Management 6. Customer Experience Optimization7. Regulatory Compliance and Risk Management

Experience

1. Product Manager

   Kotak Mahindra Bank

   Jun 2018 — Present · Mumbai, IN

   Spearheaded developing and managing innovative products at Kotak Mahindra Bank\'s customer experience center. Led business team to build solutions for applications, IT infrastructure, and reporting on multiple products to maximize customer satisfaction and operational efficiency.• Redesigned IVR workflows to improve customer validation; resulting in a significant 17-percentage-point improvement in authentication. • Reduced customer effort to reach the phone banking team by 26% by tuning the application and redefining customer journeys. • Coordinated with engineering and infra team to build a ‘Click to call’ feature in mobile banking which is expected to reduce customer wait time in queue by 100%.• Supported outsourced and in-house expansion projects from infra point, created outcall strategy through automated scripts, and monitored the performance of telephony infrastructure which improved call connects by 4 pp.• Reduced 20% the monthly telecom bill by introducing features ‘call back\' and ‘call transfer\' on web-based applications.

Education

• University of Mumbai

  Bachelor’s Degree

  2007 — 2011

• T.A.PAI MANAGEMENT INSTITUTE

  Master of Business Administration (M.B.A.)

  2016 — 2018

Skills

• Software Development Life Cycle (Sdlc)
• Pl/Sql
• Itil
• Team Coordination
• Powerpoint
• Marketing Management
• Microsoft Office
• Software Industry
• Teamwork
• Bmc Remedy Ar System
• Bmc Remedy
• Software Development
• Application Support