Akash Singh Sen

Experience

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  ICICI Prudential Life Insurance Company Limited

  Aug 2006 - Jul 2008

  Ops Exec

  ICICI PRUDENTIAL Nov’06 – Jun’08 Customer Service Officer (Customer Service & Operations) @ Chandigarh & Dharamshala• Accountable for the Pan India branches MIS for issuance and other related process.• Handled New Business End to End process from fresh Log-Ins to Issuance.• Ensured speedy resolution of queries & grievances to maximize client satisfaction levels.• Assisted Pan India branches for tracking of cases for faster issuance and discrepancy resolution.• Looked after Distribution Operations Service for 5 States (DOPS).• Successfully involved in Setting up 2 New Branches. Show less

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  Max Life Insurance Company Limited

  Aug 2008 - Jan 2013

  DY MANAGER

  MAX LIFE INSURANCE Aug’08 – JAN’13 Manager Collection and Disbursement – Operations @ Head Office, Gurgaon, May’12 – Jan’13 Deputy Manager – Customer Service and Operations @ Jaipur Regional .Office, Jan’11 – May’12 Assistant Manager – Customer Service and Operations @ Kangra Sales Office, Aug’08 – Jan’11 • Accountable for the Disbursement of Policy Account of Around 100 Cr. from Company Suspense Accounts.• Projects – Reducing Customer Incident Rate & Removing Top 10 Customer Complaints.• Handled New Business End to End process from fresh Log-Ins to Issuance. • Handled all Refunds like Maturity, Surrenders and Other refunds and Maturity Pay Outs TAT of 72 hours• Performance Management Team - Audit Genpact Customer Service Inbound calling thru IVR.• Acted as a Cancellation SPOC of 19 branches of Punjab, H.P & J& K region. Show less

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  Paul Merchants Ltd

  Jan 2013 - Aug 2014

  Sr Manager Operations

  Sr. Ops Manager – PML WU International Money Transfer- Operational Risk & Service Delivery. Jan’13 – Jan’14• Product Manager – WU Domestic Money Transfer @ Paul Merchants• Responsible for assessing and mitigating Operational, Compliance, Reputational and Regulatory Risk.• Responsible for Making and modifying current process(s) in order to minimize Operation risk.• Taking care of Compliance for International and Domestic Money transfer to ensure process adherence as per Reserve Bank Of India norms• Responsible for Distribution and Achievement of Targets related to Domestic Money Transfer.• Spearheading functions of PAN India Operations of Western Union International Money Transfer, WU-KOTAK BANK Domestic Money Transfer.• Instrumental as a Product Manager for Western Union-Kotak Domestic Money Transfer.• Responsible for Distribution and Achievement of Targets for Transactions and Sourcing of New Locations for Western Union Domestic Money Transfer.• Responsible for Credit Exposure for PAN India Network, Distribution of Credit Limits to Sub Agents and Branches , Recovery of Payments and Also Reconciliation of Funds of H.O Accounts.• Also Responsible for Paul Merchants – Insurance Division. Responsible for Distribution and Achievement of Targets related to Insurance.• Responsible for projects to improve productivity and efficiency & also drive process efficiencies through driving process re-engineering and Six Sigma. • Competently maintaining highest standards of customer service giving preference to customer satisfaction & promptly resolving their problems & concerns.• Establishing and using service level and response time objectives while planning and managing the service-level quality using the real-time management skills making efforts to deliver agreed client facing metrics as agreed in the SLA. Show less

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  Paul Merchants Ltd

  Mar 2015 - Jun 2018

  Paul Merchants has license from RBI for issuing and operating Prepaid Payment Instrument (PPI) - Paul Money. Paul Money is authorised by RBI , virtue of which it can operate as a Payment System for issuance of semi closed prepaid instruments under RBI guidelines.Roles & Responsibilities • Product Strategy, Product Definition, Product Management, Merchant Applications, Setting up New Businesses, Program Management, Mobile Apps.• Build the Merchant Business strategy and lead the execution including engagement models• Ownership for Merchant Business Development, Retail Neighbourhood Market Rollout.• Conceptualising, finalising & managing banking/financial alliances• Plan, monitor and manage execution of activities to enhance wallet transactions/activations• Lead the overall product with improvement/establishment of key process. Participate in lead strategy, policy formulation and business case finalisation• Implement the strategic goals of the organisation through day-to-day management of operations• Ensure all Statutory & Regulatory Compliance in OperationsKey Highlights• Part of the Core Team of Paul Merchants that worked on Pre-Paid Instruments Model.• Rolled out the Retail Merchant Acquisition model successfully in Apr’16• Rolled Out Open Loop Wallet with Physical card - Kuber.• Launched Paul Money to our Agent Network and Own Offices.• Achieve 1.5 lakh transaction in the span of 5 months and acquired 3000 Franchisee locations with 300 Own offices.• Development of allied products to compliment payments business Show less Responsible for consumer side product roadmap planning, and conceptualization of product features, transaction flows, UI and UX design across mobile and desktop screens. Additionally responsible for designing and developing the mobile app for Paul Money / Paul Pay on Android and iOS platforms. Core areas of work involve:• Product definition, design & scope. Cross functional work in integration, development & Go To Market (GTM)• Develop new use cases for payment ecosystem• Drive customer experience & usability• Regulatory & domain knowledge - Payments & settlements guidelines of RBI, Global payments landscape• Explore new opportunities in the payments ecosystem • Building key external partnerships for product innovation• Responsible for scheduling and executing various marketing campaigns on SMS, e-mail and In-app Notifications.• Responsible for user segmentation and maintaining track of various campaigns and tracking the results.• Coordinating with internal and external Creative and marketing teams to develop the content for communications.• Handling programs within Paul Money wallet Show less

  • Assistant General Manager - Strategic Initiative & Product development

    Apr 2015 - Jun 2018

  • Product Manager

    Mar 2015 - Jun 2018
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  Atishay Limited

  Jul 2018 - Oct 2021

  Product Development Key Responsibilities:• Managed Product Development team• Help manage the product development lifecycle; develop detailed functional specifications for existing and new products• Coordinate with internal stakeholders across functions to understand their needs and synthesize requirements for development teams• Develop a deep understanding of customer experience, identify and fill product gaps and generate new ideas that grow market share, improve customer experience and drive growth• Gather requirements, determine features, write product specifications, refine feedback, help write test plans, manage the backlog and ship quickly• Built strong cross-functional partnerships with Design, Pre-Production, Production, Mills/vendors and overseas teams• Collaborated with Finance and Marketing teams to estimate revenue potential and formulate a successful selling and launch strategy• Demonstrated and superior skills of problem solving, combining user / market insights and data analysis Show less Business Alliances & OperationsKey Responsibilities:• Ideating strategic partnerships that result in exponential growth in user acquisition. • Sourcing strategic partners across geographies and develop strategic partnerships which contribute to the user acquisition targets. • Ensuring high levels of customer satisfaction as well as upsell and cross sell potential within existing customers to maximise share of wallet.• New business generation by meeting potential clients to understand needs and providing relevant solutions.• Managing the entire corporate sales cycle and close deals with corporations. • Developing new and innovative processes to support business and after sale Service• Identifying operational gaps in the offerings and proposing operational requirements for projects• Facilitating relationships with third party partners and internal customers• Resolving customer impacting issues with technology teams Show less

  • Vice President- Digital Products & Alliances

    Jul 2018 - Oct 2021

  • Assistant Vice President - Digital Products & Alliances

    Jul 2018 - Sept 2020
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  Fincare Small Finance Bank

  Oct 2021 - Jul 2022

  Digital Payments & Alliances

  - Product Development- Product G2M strategies- Strategic Alliances

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  RBP FINIVIS Private Limited

  Jul 2022 - Apr 2023

  Head of Business & Product

  Business Development, New Product Development , Product Life Cycle ManagementCards - Domestic & International | Cross Border Remittances | Foreign Exchange

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  Undisclosed

  Apr 2023 - Nov 2023

  Digital Initiative Specialist

  - Digital Payment Strategy and Innovation:- Partnership and Vendor Management:- Payment Operations and Technology:- Customer Experience Enhancement:- Risk Management and Compliance:

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  Transaction Solutions International (India) Pvt Ltd

  Nov 2023 - now

  Head - Products & New Initiatives