Akhil Sharma

• Leading the customer order management platform across multiple markets like Canada, Mexico and Chile.
• Pivotal in creating and implementing the strategy of creating a common platform across markets to ensure higher leverage of features.
• The platform approach led to a 30% reduction in go to market for product features with same tech bandwidth.
• Common platform ensured consistent and reliable experience for customers across markets resulting in increase in NPS by 5 bps.
• Managed cross-functional teams across departments, including engineering, program, and business.
• Performed post-launch analyses to measure success of feature rollouts.
• Developed product roadmaps to help guide the development of new products.
• Prioritized features in order to maximize impact while meeting budget constraints.

Built Health Insurance post establishing innovative micro-insurance products at Acko; a fin-tech startup with a vision to revamp the way insurance works in India

• Led the development of a platform product which can interact with multiple channels to manage scale, use cases and life cycle management of different Health Insurance products (retail and group medical cover)
• Responsible for the entire client onboarding, purchase, post purchase service for Acko's health offerings across the board (Portfolio size: ~3 Mn USD annual premium)
• Conceptualized and rolled out innovative micro insurance products for over 40 digital partners like Ola, Oyo, Zomato, Rapido, UrbanClap, Shadowfax, Goibibo, redBus, MakeMyTrip and others (Portfolio size: ~5 Mn USD annual premium)
• Led the implementation of completely paperless claims in for setting all types of claims within 5 days. More than 100k claims settled providing NPS of 85
• External and internal stakeholder management of 40+ clients and 6+ internal teams in coordination with 2 internal tech pods
• Insured over 40Mn+ unique users in less than 18 months, with over 2Mn+ policies issued each day
• Time to market of new micro-insurance product reduced by 60% ( 8 weeks to 3 weeks)
• Automated settlement of ~90% claims saving the bandwidth of ~5 people

• Headed Recharge & Bill Payments, Movies and Home services verticals owning product vision and product roadmap
• Built Electricity and DTH bill payments feature in existing recharge product, coordinated with API partners to facilitate API/SDK integrations for fetching customer's due amount
• Managed user retention and made improvement in KPI's like DAU, MAU, Skills Transactions, Transacting users, GMV, 1-Day, 1-Week and 1-Month retention.

Impact:

• Reduction in customer's query resolution time by 30%; Increase in automation by 20%.
• Increase in monthly transactions: Movies: 150%, Recharge: 50%, Home Services: 100%
• Re-engagement activities resulting in 25% increase in monthly return rate of dormant users

• Headed development of internal dashboards and supplier side android application for optimising operations for followups, digitisation of records, task completion and real-time view.
• Spearheaded sales of Taskbob franchise, created business model, contracts, training, SLA’s, payouts and managed development of franchise dashboard

Impact:

• Onboarding time reduced by 50% as digitization of records helped in quick KYCs
• Efficiency of service professional increased by 30%
• Sold 2 franchise of TaskBob within two months of conceptualization and execution

• Launched key initiatives: OlaCabs and OlaCafe in multiple geographies (Kochi, Trivandrum, Hyderabad) within short timelines (2 months); leading end to end operations from launch till stabilization.
• Roles - Supply Sourcing, demand & competitive landscape analysis, dealing Ahmedabad with BD, Strategy, Hiring, Marketing, Tech and Dispatch Interests.
• Analyzed market for customer pain-points, Govt regulations and established strategic alliance with various stakeholders to finalize key financial aspects.

Impact:

• OlaCabs bookings scaled from 0 - 250+ within 3 weeks of launch in Kochi
• OlaCafe orders scaled from 0-1000+ within 2 weeks of launch in Hyderabad

• Communicated with clients on consistent basis to achieve requirements.

Impact:

• Helped in developing entire new derivatives suite which was later sold to multiple clients in SE Asia