Kumar Ratnam

Experience

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  FirstCry.com (BrainBees Solutions Pvt. Ltd.)

  Dec 2011 - Dec 2013

  Customer Service Consultant

  • Managed a team including 2 process leads and 10 executives.• Analyzed customer feedback to identify and resolve issues.• Optimized processes from ordering through delivery.• Managed social media profiles of company on Facebook and Twitter.

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  HDFC Bank

  May 2016 - Jan 2019

  • Oversaw net banking usage for entire portfolio.• Managed the entire NB Product life cycle, boosting user engagement from 30% to 42% within a year.• Implemented improvements on NB portal for reducing attrition and boosting customer satisfaction.• Facilitated the shift of customers to online platforms.• Executed campaigns for new activations and retention.• Highlighted latest features and benefits through effective communication.• Conducted surveys on internal customers to enhance services.• Oversaw net banking usage for entire portfolio.• Managed the entire NB Product life cycle, boosting user engagement from 30% to 42% within a year.• Implemented improvements on NB portal for reducing attrition and boosting customer satisfaction.• Facilitated the shift of customers to online platforms.• Executed campaigns for new activations and retention.• Highlighted latest features and benefits through effective communication.• Conducted surveys on internal customers to enhance services. Show less

  • Product and Portfolio Manager

    Sept 2017 - Jan 2019

  • Manager Ecommerce

    May 2016 - Sept 2017
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  Kotak Mahindra Bank

  Jan 2019 - Apr 2021

  Senior Product Manager

  • Managed successful rollout of Kotak PVR Co-Brand Debit Card.• Liaised with external partners and internal stakeholders including Operations, Risk, Legal, Compliance, BSG, IT, and Customer Care.• Managed Business Debit Cards portfolio to boost usage and activation. This included management of Easy Pay Debit use for commercial payment purposes.• Executed multiple campaigns with collaboration from Alliance, Marketing, Legal, and Compliance teams.• Directed VISA Business Offers and campaigns.• Enhanced security for Kotak's debit cards by performing tokenization across major mobile payment apps.• Implemented Risk Based Authentication for seamless customer online payments.• Introduced a virtual card feature for overdraft accounts. Show less

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  YES BANK

  Apr 2021 - Jun 2022

  PRODUCT MANAGER - CREDIT CARDS

  • Managed new credit card introduction.• Ensured compliance with updated RBI E-mandate regulations.• Oversaw deployment process for Card-on-file tokenization.• Executed launch of virtual and instant credit card services• Enhanced functionality and navigation of YES Bank Credit Card website.• Crafted efficient online pathway for new credit card applications.

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  PwC India

  Jul 2022 - Oct 2022

  Senior Associate

  • Spearheaded launch strategy for innovative credit card.• Assessed vendors for various stages of onboarding and post-onboarding processes.• Handled the creation of card portfolio, vendor onboarding and research for launch purposes• Analyzed credit scores alongside city data, salaries and spending habits to identify target customer groups.• Formulated a comprehensive credit card vertical structure in collaboration with HR.• Conducted research to identify new market opportunities. Show less

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  FPL Technologies

  Oct 2022 - now

  Product Manager

  Part of the Enterprise Products Team, interacting with six partner banks for the onboarding journey, KYC and post-onboarding process. • Ensured process implementation through collaboration with internal product teams. • Oversaw complete reporting process for all affiliated banks. • Led a team of seven engineers in reporting for bank and internal purposes. • Engineered a new dashboard and console for enhanced reporting. • Created Bank Console for partner banks to enhance access to internal processes. • Utilized FIGMA and TAIGA for efficient project management. Show less