Abhishek Pandey
Associate Vice President - IT At Poonawalla Fincorp
Pune,Maharashtra
Summary
Solution Architect & Senior Technology Leader with 13 years of experience in BFSI/NBFC domains. Proven expertise in CRM architecture, AI-driven solutions, and enterprise integrations. Adept at leading cross-functional teams, managing large-scale implementations, and driving digital transformation initiatives. Seeking mid-management roles to leverage technical acumen and leadership in shaping next-gen financial solutions.
Overview
13
13
years of professional experience
Work History
Associate Vice President
Poonawalla Fincorp Ltd
Pune
07.2022 - Current
- Application Ownership: Serving as Owner for Microsoft Dynamics 365 CRM, managing the end-to-end product roadmap. Streamlined processes/operations and reduces cost up to 40%.
- AI Strategy: Leading Agentic AI initiatives (Nugget by Zomato, Facematch Liveliness POC) to automate workflows to reduce SLA/TAT by 30%.
- Enterprise Integration: Directing integrations with Genesys & Ozonetel Dialers and Simplifai AI Email BOT.
- Development: Overseeing microservices/API development using Python (Django).
- Leadership: Managing vendors, internal/external audits, and high-performing cross-functional teams.
- Key Projects: MSD CRM Separation (2023-24), Genesys Dialer Implementation (2024-25), Nugget AI Platform (2025-26), CRM Revamp (2025-26).
Sr. Application Analyst
Clifford Chance Business Services
Gurugram
08.2021 - 07.2022
- Consulting: Provided technical consultation on legal tech products including HighQ, Litera Transact, and DocuSign to optimize the processes and save cost.
- Operations: Managed approximately 30 ServiceNow incidents lifecycles per day and created executive dashboards via PowerBI.
Team Lead
CRMnext / Businessnext
Noida
10.2017 - 08.2021
- Implementation: Directed CRM rollout for Muthoot Finance and part of Implementation for SBI Group (SBI Life, SBI FO).
- Performance: Optimized system usability through database tuning, health checks, and concurrency management.
- Global Support: Managed approximately 50 Incidents/CRs per day post-Go-Live BAU and production stability for ICICI, Axis, Metlife, Au Small Finance, and international banks in Oman & Indonesia.
Technology Analyst
Infosys Ltd
Chandigarh
04.2017 - 10.2017
- Incident Management: Ultimate ownership of Sev 1-4 incident resolution for 450+ Morgan Stanley (USA) branches.
- RCA: Coordinated Root Cause Analysis (RCA) and Network Incident Reports (NIR) to ensure production stability.
Engineer
CRMnext / Businessnext
Noida
11.2014 - 04.2017
- Customization: Developed internal utilities (Schema Extractor, Enum Utility, Autoflow XML Reader) using C# and MSSQL which reduced the SLA by 80% for Replica environment readiness.
- Implementation: Part of the Implementation team of CRM rollout for various banks and handled deployment, configuration and Application Health Check before Go-Live.
- Performance: Optimized system usability through database tuning, health checks, and concurrency management.
Implementation Engineer
Shawman Software Pvt Ltd
New Delhi
01.2013 - 11.2014
- Deployment: Managed enterprise product suites (POS, CRM, HRMS) and conducted stakeholder training.
- Collaborated closely with cross-functional teams to ensure seamless integration of new systems into existing infrastructure.
Education
B.Tech - Computer Science
NMIMS University
Mumbai08-2012
Intermediate - Science
N N Academy
Gorakhpur, UP06-2007
High School - Science
N N Academy
Gorakhpur, UP06-2005
Skills
Highlights And Achievements
- 13 Years of progressive leadership in BFSI/NBFC technology.
- Spearheaded multi-million user CRM transformations for top-tier global banks.
- Early adopter of Agentic AI in financial workflows, reducing manual intervention and improving TAT.
Timeline
Associate Vice President
Poonawalla Fincorp Ltd
07.2022 - Current
Sr. Application Analyst
Clifford Chance Business Services
08.2021 - 07.2022
Team Lead
CRMnext / Businessnext
10.2017 - 08.2021
Technology Analyst
Infosys Ltd
04.2017 - 10.2017
Engineer
CRMnext / Businessnext
11.2014 - 04.2017
Implementation Engineer
Shawman Software Pvt Ltd
01.2013 - 11.2014
B.Tech - Computer Science
NMIMS University
Intermediate - Science
N N Academy
High School - Science
N N Academy