Bharat Gandotra

As a Product Lead, I am responsible for the Product vision, design direction and features prioritization. I manage below Key products for Airtel Payments Bank:.

1.) CRM: End to End customer service through suite CRM

2.) Decision Tree: Knowledge Base for Contact centre Team.

3.) Online Dispute Resolution: Building an online platform for all customer queries with no or minimal manual intervention.

4.) Speech Analytics: Automated platform for 100% calls monitoring at contact centre.

Below are the key KRA's:

• Prioritizing the product features and managing product backlogs.
• Conceptualized and deployed enhanced product features and optimized implementation.
• Collaborated with sales, marketing and support teams to launch products on time and within budget.
• Developed product documentation to communicate and align key components of upcoming features and products to internal teams.
• Defined and analyzed metrics to measure product performance.
• Mentoring the Product team members for Customer Experience.

I led End-to-end implementation of CRM Projects majorly related to BFSI Domain.

KRA's:

• Create required Business Process Models (BPM), Process Flows, Business Rules, Verbiages and any other documentation for Product Backlog items.
• Automated manual banking process for complete account opening journey along and Lead generation(Sales Module in CRM) for National Bank of Oman using CRMNEXT in-house tool.
• Collaborating with technical, production, and business teams to ensure full life-cycle implementation.
• Developing high level implementation plans, creating and managing the project schedule, participating in.
• Configuring the CRMNext product, Sales, Marketing features in CRM Tool based on client requirement.

As a Product Manager, I was responsible for the Product requirements, features prioritization, managing product backlogs for Dominos India (Point of Sales Operations).

Key KRA's:

• Created POS product roadmap, product features for Dominos India and Dunkin Donuts India.
• Looking after all national POS updates across India.
• Documented user stories, specifications and product features into detailed work order to communicate across teams and build mandatory requirements.
• Prioritized roadmap in order to achieve product goals and metrics.
• Working with cross functional teams like Finance, Marketing and Operations team.
• Worked on Innovation products on GPS order tracking systems for Dominos India.
• Assessed vendor products and maintained positive vendor relations.

• As Senior Software Engineer had a very good understanding of Object-Oriented Programming and PL/SQL/Toad for Oracle.
• Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
• Developed flowcharts and diagrams to describe and lay out logical operational steps.
• Collaborated closely with upper management, Business Team & Deployment teams to drive strategy through development and implementation of new processes.
• Assessed business needs and problem areas to create focused solutions.
• Leading the various stages of the project life cycle like SIT, UAT, Production, Development, and Integration.