Bhavin Rathod

Dynamic product leader with extensive experience at Western Union, driving product strategy and development across multiple regions. Proven track record in market research and competitive analysis, achieving significant customer retention improvements. Expertise in digital payments and client relationship management, fostering cross-functional collaboration to optimize product offerings and enhance customer experiences.

• Customer Experience and Differentiation, Instant Transfers - Successfully launched instant remittance offering multiple countries to India. Real time credit to beneficiary account in India (26 seconds)., Programs - Developed and launched Exchange rate, Referral, Charity, Rewards, Voucher based Programs., New Website & Mobile App - Successfully launched new website and mobile app for enhancing customer experience driving conversion, engagement and retention KPIs and NPS., Payment Gateway - Developed international payment gateway for utility and insurance payments., Alternate products to drive conversions - Developed and launched NetBanking Transfers, resulting in 100% conversion for the customer-initiated payments through net banking in Australia, United Kingdom, Germany, France and Austria., New serviceable countries and time bound delivery - Successfully launched remittance services in Sri Lanka, Bangladesh and Philippines in a span of 9 months (Year 2012).
• Customer Segmentation, Premium segment product - Successfully launched 'Remit2India Elite' micro site for premium customers and provided dedicated sales, service and compliance support units through mapping of internal processes resulting in 95% retention rate., Corporate product - Developed specialized products for corporate class and offline customer acquisition channels with flexibility of providing customized benefits to specific target group., Price sensitive segment product - Successfully launched internal brand - RemitLite, a new no-frills low-cost website for USA to India remittances., Student focused product - Successfully launched outward remittances from India under LRS for payments to educational institutes abroad to target international student’s segment.
• Platform As a Service Model, Introduced platform as service remittance solution encompassing web portal, multiple payment and disbursement options, compliance module, operations module, promotional tools and ad hoc reports., Implemented platform as a service model for 27 institutional clients.
• Tie-ups and Relationship management – Financial institutions, Processors, Vendors, Established tie-ups with financial institutions in United States of America, Australia, United Kingdom, India, Philippines, Bangladesh, Sri-Lanka., Tie-ups with gateways/ processors included Sofort (Europe), Poli (Australia), ACH (United States)., Vendors management related to KYC, Marketing, Customer service CRM model.
• Custom Products for Clients, Successfully provided product solution in association with Network International for 'PayPal Withdrawal Service' – whereby merchants in UAE can transfer funds from their PayPal account in USA to their local bank account., Product lead to provide money transfer product solution for a client (top telecom operator) whose need was to implement International Mobile Money Transfer to Asian countries where customer can book money transfer on mobile hand set which is not a smart phone. Developed the customer experience, end to end distribution capabilities, KYC modules, risk modules, customer care., Successfully provided business solution to institutional client and developed online product for creation of FD and funding of FCNR/NRO/NRE accounts.
• Brands and Entities managed as part of company brands and partner brand offerings, Remit2India, Klinnk, RemitLite, UAE Exchange, Vodafone, Citibank, Deutsche Bank, Barclays Bank, Standard Chartered Bank, HDFC Bank, IndusInd Bank, Development Bank of Philippines, BRAC Bank, Nations Trust Bank, Diamond Trust Bank, multiple PSU banks.
• Products Addressing Support function needs, Compliance products: Product lead for implementing compliance module for real time global sanction list screening, risk analysis & scoring, high value transactions analysis, KYC calling and online KYC documentation process. Automation of processes at various entry and exit points – Customer on boarding, transaction booking and processing. Implemented KYC tools, suspicious customer screening, limits monitoring and enhancements module, IP tracking tools for online remittance business. This resulted in minimum manual efforts and significantly enhanced transaction tracking., Operations: Undertook system enhancements, automation and optimization of processes, which resulted in perpetual annual cost reduction by 12% (Year 2010)., Call Centre: Part of the team responsible for setup of call centre for inbound and outbound calling along seamless one screen interface providing relevant details based on service query, product, business and KYC/AML categorization for respective units (sales, service, compliance team). Developed IVR service for normal and premium customers resulting in 28% drop in email queries (Year 2011) and its perpetual impact on future call queue.

The Times Group - Bennett, Coleman & Company Ltd. Chairman's Award for Excellence, Dec. 2011

The Times Group (BCCL) is the largest media house in India, with 71 plus group companies as of 2011

• We all feel we know our customers until we regularly interact with them
• There is no concept of one product fits all that can deliver success for a sustainable long period.
• Always challenge the survival of your product, and work for long-term sustainable growth
• Quick wins and low-hanging fruits should never exceed 30%–40% of your overall plan
• Be a good listener, show empathy, and ensure balance between work and personal life

• The law of diminishing marginal utility is applicable to the quality of products; if quality is not built in, then over a period of time, it will rot the system and start giving negative returns
• The quality of output and revenue objectives is equally or more important than merely following a process of delivery
• It is in exceptional scenarios where customers need more of your help compared to good-case scenarios
• Ensure regular interaction with your customers to understand them