Abhishek Sharma
Gurugram
Summary
Versatile and data-driven Product Management professional with over 10 years of experience across diverse industries, specializing in New Product Development (NPD), Product Lifecycle Management (PLM), and Agile methodologies. Proven expertise in defining strategic goals, establishing KPIs, and setting North Star metrics at each stage of product development and launch to deliver measurable business results. Adapt at working in both testing and production environments, with a strong ability to align cross-functional teams to achieve operational excellence. Hands-on experience with leading software solutions such as ITSM, Oracle CRM, Salesforce CRM, Vision Plus, and TYSYS Mainframe, ensuring seamless fulfilment of client and customer requirements. Demonstrated success in curating and testing innovative business processes to drive cost-efficient solutions. Proficient in leveraging. Generative AI prompt engineering to enhance product development strategies and create cutting-edge, customer-centric solutions. Recognized for delivering operational efficiency and value through data-backed decision-making, fostering strong partnerships, and driving product innovations that consistently exceed business goals. Currently pursuing a Professional Certificate in Product Management from ISB to gain proficiency in new-age technologies and methodologies.
Overview
10
10
years of professional experience
Work History
Manager
SBI Cards & Payment Services Ltd
09.2024 - Current
- Raising Product Requirement Documents (PRD) and Business Requirement Documents (BRD), validating Functional Specification Documents (FSD) for both new and existing products to define the product feature roadmap and user journey.
- Develop automated lifecycle for service requests Management on Oracle CRM, to improve customer experience.
- End-to-end new product and product loyalty and new feature setups with co-brand partners.
- Set up new programs and logos in mainframe and Oracle CRM in line with approved pricing, features, and benefits for co-brand products.
- Manage API integration and FTP/SFTP setup for automated file exchanges between partners, enhancing operational efficiency.
- Develop real-time dashboards to analyze customer behavior, feedback, and process efficacy in new customer onboarding, AIF, CIF, and reward redemption, enabling more accurate business forecasting.
- Apply a risk-based approach to design automated processes for customer enrollment, reward redemption, and complaint management, ensuring compliance with DPDA and RBI regulations.
- Conducted SDLC testing in UAT and production environments to validate product features in real-world scenarios.
- Prepare monthly performance decks with KPIs for senior management team (SMT) review, in order to chart out future action plans
- Monitoring process updates for BPM and ensure proper documentation for Audit and Compliance.
Assistant Manager
SBI Cards & Payment Services Ltd.
03.2021 - Current
- Managed partner and customer escalations for the Travel Co-brand portfolio, ensuring timely resolutions.
- Led partner payout management and reconciliation for month-end reward consumption.
- Supervised file exchange management for new application onboarding, loyalty account creation, enrollment, redemption, refund, and account modification files.
- Set up and monitored SFTP processes for file exchanges, addressing successful and rejected records to do GAP analysis.
- Facilitated website and mobile app updates to streamline customer journeys and improve the overall lifecycle.
- Work closely with partners, stakeholders, and cross-functional teams to enhance customer experiences through AI-powered solutions, increasing operational efficiency.
- Conducted backend testing and sanity checks during data center migration as part of business continuity management (BCM).
- Created process documentation and defined KPIs for BPM, ensuring regulatory and audit compliance.
Process Advisor
Barclays
08.2018 - 02.2021
- Managed corporate customer requests using well-defined processes, meeting client-specific SLAs with precision.
- Developed and validated processes to ensure effective services for Barclaycard customers.
- Served as the Subject Matter Expert (SME) for new associates, training them on Salesforce CRM and mainframe screens to enhance productivity.
- Assisted the manager in creating resource management plans that optimized kept rate, NPS, and complaint resolution.
- Tested newly deployed centralized CRM systems, ensuring operational efficiency and reducing risks related to agent/associate errors.
- Monitored KPIs and strategized resource allocation to improve NPS performance.
- Performed quality assurance checks to maintain compliance with GDPR and Bank of England guidelines.
Senior Analyst
HCL Technologies
05.2015 - 07.2018
- Managed product lifecycle and service requests for clients including British Petroleum, Bank of America, and HSBC.
- Performed tasks like Logical configuration of CISCO IP phones,Soft phones on Cisco Unified Cluster Management as per regional requirements (APAC, EMEA, NA).
- Managed ITSM service requests and supervised Graduate Engineer Trainees to track productivity and performance.
- Handled client escalations regarding troubleshooting, voicemail services, and IP phone settings.
- Conducted testing and sanity checks IP phones installation to ensure seamless service delivery.
- Created productivity and operational efficiency trackers for senior management and client reporting.
Junior Technical Officer
HICARE Services
05.2014 - 05.2015
- Managed client relationships for key accounts such as Eros International, Shangri-La, Coca-Cola, and Adobe.
- Conducted site inspections, audit reports, and resource allocation to ensure cost-effective service delivery.
- Monitored monthly chemical usage and technician visits to drive cost-effective pricing and contract renewals.
- Trained the sales and technical teams on product utilization and service SOPs, creating a Center of Excellence for the organization.
Education
Professional Certificate - Professional Certificate in Product Management
Indian School of Business
Hyderabad01-2025
B.Tech - Biotechnology
Amity University
Noida, Uttar Pradesh11-2014
Skills
- Miro
- PowerPoint
- Excel
- Visio
- ITSM
- Oracle CRM
- Salesforce CRM
- Vision Plus
- TYSYS Mainframe
- API
- WINSCP
- ChatGPT
- Co-Pilot
- SQL
- JIRA
- Mixpanel
- Asana
- Notion
- Agile
- Scrum
- Waterfall
- A/B testing
- QA testing
- Concept testing
- Data sampling
- Forecasting
- Consumer behaviour analysis
- Trend
- GAP analysis
- Conjoint analysis
Accomplishments
- Recipient of 2 BRP awards from Barclays.
- Recipient of 2 SPOT awards from SBI cards and payment services Ltd.
Affiliations
- Krisflyer SBI Card end-to-end product loyalty setup.
- Automatic card replacement process for SBI Air India customers.
- Enrollment and miles redemption automation via API integration for Air India.
- New file exchange process setup and migration post-TATA acquisition of Air India.
- Video KYC testing.
Languages Known
- Hindi
- English
- French
Timeline
Manager
SBI Cards & Payment Services Ltd
09.2024 - Current
Assistant Manager
SBI Cards & Payment Services Ltd.
03.2021 - Current
Process Advisor
Barclays
08.2018 - 02.2021
Senior Analyst
HCL Technologies
05.2015 - 07.2018
Junior Technical Officer
HICARE Services
05.2014 - 05.2015
Professional Certificate - Professional Certificate in Product Management
Indian School of Business
B.Tech - Biotechnology
Amity University
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