Jiegney Udwadia

Experience

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  Halifax Bank

  Dec 2010 - Jan 2012

  Customer Success Advisor
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  Sainsbury's

  Jun 2011 - Jan 2012

  Customer Service Assistant

  Part Time Customer Service Assistant at Finchley Road Store, London

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  Serco

  Apr 2012 - Jul 2013

  Senior CSA

  Working for Barclays Bank, UAE as a off pay-roll officer with Intelenet Global Services

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  Kotak Mahindra Bank

  Jul 2013 - Jan 2014

  Assistant Manager

  Handling the premier banking clients of the bank for retail and wealth management products specially related to complaints management and client relationship...

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  Global Payments Inc.

  Jan 2014 - Jul 2015

  Subject Matter Expert (SME)

  Handling the merchant banking part of the business pertaining to POS machines assistance, merchant payment enquiry, payment gateway, chargebacks, refund and manual capture assistance for the region of India

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  Intelenet Global Services

  Jul 2015 - Mar 2016

  Service Quality Analyst

  handling the service and quality control for Abu Dhabi Islamic Bank of UAE, coaching and training the on shift bank officers with banking and non banking updates on timely basis pertaining to retail islamic banking...

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  Axis Bank

  Mar 2016 - Jul 2019

  Deputy Manager - Digital Banking Group

  Digital Banking Group - Portfolio ManagementResponsible For:• Development, Management & Improvement of digital channel & services.• Development, Management & Improvement of chat bot for Digital adoption, engagement and Digital sales through chat bot.• Responsible for Product Marketing, responsible for incremental usage of unique clients on digital products like Axis Mobile, Internet banking, UPI & AHA Chatbot.• Increasing penetration of Internet Banking, Mobile banking, SMS, Funds Transfer & Bill Payment services.• Preparing reports, FS, budgets, strategies and plans.• Worked closely with I.T., Country Operations and Service Quality to stream line the business processes.• Conduct competitive analysis & customer surveys to target best market practices.• Responsible for migrating customer traffic on digital channels. Show less

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  Kotak Securities

  Jul 2019 - Sept 2021

  Product & Project Management:Product Manager for online trading account (Trade Free Plan) and custodian of online self-trading customers who are contributing more than 30% of the company's revenue, handling activations/revenue based CLM campaigns for online trading customersProject Management for developing futuristic technologies (for sales force & customers) to increase productivity and enhance positive customer experienceIntegrated Campaign Management activities:Client nurturing initiatives to execute, optimize, and scale marketing campaigns, database hygiene and segmentation to maximize new client up-sell / cross-sell & renewals for existing clients using the existing marketing automation systemIdentify different segmentation criteria based on audience behavior, demographic, geographic, psychographic characteristics, etc & run A/B tests for email/sms/notifications campaignsMIS & Analytics:Overlooking team of analytics for preparing various business reports, company budgets, strategies & plans, also conducting timely competitive analysis & customer surveys (NPS & CSAT) to target best market practices.Track campaign performance and tweak workflows accordingly to align by setting up end-to-end processes that include planning, execution, and deep-dive reporting of drip campaigns (including data analytics and metrics) to inform strategic decision-making and campaign investment. Show less Product Manager for online trading account (Free Intraday Trading account & Trade Free Plan) and custodian of online self trading customers who are contributing more than 30% of the company's revenue, handling activations/revenue based CLM campaigns for online trading customers & tailor cut campaigns for dealers in achieving their KRAMultilayered Automated Program management for self-trading customers to enhance their trading journey in driving experience and revenue for firmProject Management for developing futuristic technologies (for sales force & customers) to increase productivity and enhance positive customer experienceOverlooking team of analytics for preparing various business reports, company budgets, strategies & plans, also conducting timely competitive analysis & customer surveys (NPS & CSAT) to target best market practices. Show less

  • Senior Program Manager - Digital Experience

    Apr 2021 - Sept 2021

  • Program Manager - Digital Business

    Jul 2019 - Mar 2021
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  Angel One

  Sept 2021 - Feb 2022

  Specialist: Performance Marketing

  Drive marketing programs which are highly targeted basis content affinity of relevant segmented audience cohorts.Implementation of AI/ML, MarTech & marketing automation to improve campaign performance. Regular interaction with business associates and vendors for creatives, website content, workflow management and timely deliveries of desired output.Create / Manage lead generation campaign of organic leads generated from website/mobile app using marketing platform for B2C customer acquisition through various paid & organic campaigns, customize user journeys, nurture leads through various medium and drive conversions with a full-funnel impact. Analysis & reporting of lead to conversion funnel, drop-off journey, user behavior, referral / campaign effectiveness against key metrics. Show less

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  CoinDCX

  Feb 2022 - Apr 2023

  Senior Manager: Onboarding, Activations & CRO

  Implementation of AI/ML, MarTech solutions & integrating various marketing automation to improve campaign performance by digging deep into the data and provide actionable insights, identifying new opportunities.Ideation plus managing execution of those A/B and multivariate (MVT) optimization tests that drive fundamental improvements to the website experience and performance. Analyse the competition market to understand the on-going trends, changes & enhance the customer onboarding experience through testing, personalisation and automation of customer journeys with Mobile first approach.Interpret data, identify key findings, make recommendations and share learnings based on testing results to positively impact customer experience, conversion rates, future app/web developments and further testing iterationsLeading a team who manages the end-to-end experimentation process including hypothesis setting, test user journey design, KPI selection & goals, test execution for CUG, results measuring and recommendationsRegular interaction with business associates and vendors for creatives, powerful content, workflow management and timely deliveries of desired output. Work closely with relevant IT stakeholders to build, QA, launch, and monitor A/B tests, while ensuring no cross-pollination of tests with other functions. Show less

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  Samco Securities Limited

  Apr 2023 - Dec 2023

  Lead: Revenue (Activation, Engagement, Referral, Product Marketing & Retention)

  Lead: Revenue at Samco Securities | Driving Full Funnel Growth & Customer SuccessI have been entrusted with the multifaceted responsibility of overseeing a dynamic team of 30 dedicated professionals. My team (known as the "Revenue Team") is a cohesive blend of specialised roles focused on maximising revenue growth across various facets of the business. While my official designation is "Lead - Revenue" my role embodies that of the Head of Revenue, responsible for steering strategic initiatives and driving growth across diverse functions within the team. Key responsibilities and team composition are outlined as follows:Campaign Managers (Activation and Engagement): A team of 5 adept campaign managers, driving client activation and engagement strategies to enhance customer participation and trading activity.Program Managers (Referral Program): 2 program managers dedicated to the creation and management of referral programs, engaging potential referrers and fostering community-driven growth.Product Marketing Managers: 3 skilled product marketing managers responsible for crafting and executing marketing strategies for products such as Stock SIP, MTF, Stock Basket and Trade API.Customer Success Team: A dedicated group of 20 team members who specialise in the digital onboarding of clients, overseeing new client trade activations and acting as virtual relationship managers. They play a pivotal role in generating revenue from new and existing clients through cross-selling initiatives.This comprehensive team structure is instrumental in not only optimising customer acquisition and activation processes but also in nurturing long-term client relationships, maximising cross-sales and ensuring client retention. My role as the Head of Revenue extends beyond conventional leadership, encompassing strategic guidance, team management and the development and execution of innovative revenue growth initiatives. Show less

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  HDB Financial Services Ltd.

  Dec 2023 - now

  Lead - Product & Marketing

  As the Lead for the Digital vertical in our Product and Marketing division at HDB Financial Services, I spearhead initiatives to shape the future of digital interactions.Product Management:Mobile App (HDB OnTheGo):- Leading the end-to-end product lifecycle for HDB OnTheGo, ensuring a seamless and user-friendly mobile app experience.- Overseeing feature development, enhancements and user engagement strategies. Digital Channels:- Strategically managing the expansion and enhancement of digital touch points.- Managing the integration and development of various digital channels beyond mobile, optimising user experiences across platforms.Digital Marketing (Social Media & Performance Marketing):- Leading a dynamic team in implementing performance marketing strategies to drive lead generation and brand engagement across social media platforms.Cutting-Edge Technology:- Spearheading the integration and advancement of Gen-AI technology to enable hyper-personalised experiences and enhance customer experience.User-Centric Approach:- Championing a user-centric approach to product design and development, ensuring the delivery of seamless and intuitive experiences.Data-Driven Decisions:- Leveraging data analytics and insights to inform strategic and tactical decisions, ensuring precision in product development and enhancement.Agile Methodology:- Implementing agile methodologies to enhance the speed and flexibility of product development cycles.Stakeholder Collaboration:- Collaborating effectively with stakeholders including marketing, technology and business teams to align digital initiatives with overall company objectives.Innovation and Transformation:- Driving innovation in digital interactions, exploring and implementing cutting-edge technologies to stay ahead in the market.- Leading transformative projects that redefine HDB Financial Services presence in the digital landscape. Show less