Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Timeline
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CHANDAN SINGLA

Summary

Dynamic and results-oriented Manager with 2 years of experience in driving end-to-end credit card onboarding, digital journeys, regulatory projects, and partner integrations. Proven success in delivering high-impact initiatives, enhancing customer experience, and managing multi-partner ecosystems. Adept at handling regulatory compliance (RBI, CKYC, NSDL), data quality governance, and delivering revenue-driven fintech solutions.

Overview

3
3
years of professional experience
1
1
Certification

Work History

BSG Manager – Credit Cards Digital Journeys Onboarding

Axis Bank Limited
Mumbai
06.2023 - Current
  • Managed end-to-end API-based partner onboarding for digital credit card issuance, streamlining customer acquisition and improving partner integration timelines.
  • Onboarded high-impact partners including PhonePe, CRED, Paytm, Supermoney, and added RuPay network cards to diversify card offerings.
  • Enhanced conversion rates for partners like Airtel, Google, and Flipkart by refining data modeling, resulting in higher IPA-to-carding numbers.
  • Managed 8 active partners contributing to 56.8K card issuances and generating ₹8.52 Cr revenue (Q2–Q4 FY24).
  • Spearheaded the ETB Field Flow revamp, increasing the Pre-Approved base and improving data accuracy across onboarding systems (CTL & Finacle), resulting in reduced customer complaints.
  • Resolved critical production issues in Digital KYC by correcting IPA fields and eliminating redundant CIBIL calls, restoring system stability.
  • Owned cross-functional delivery lifecycle from business requirement gathering to UAT and deployment, working closely with product, tech, and testing teams.
  • Managed sprint-based project governance, ensuring prioritization based on business criticality and release readiness.
  • Implemented Employer Verification (EV) checks in salaried customer journeys, strengthening authentication and regulatory compliance.
  • Led RBI Regulatory RMP & NSDL projects, ensuring OVD detail capture and fraud mitigation in alignment with compliance mandates.
  • Delivered a DQ-compliant Occupation Master, deployed bank-wide for improved customer profiling and risk categorization.
  • SPOC for ongoing automated CKYC reporting workflows, eliminating manual intervention and driving regulatory efficiency.
  • Heading ongoing ReKYC due customers & Email ID verification projects to ensure risk compliance, timely communication, and strengthened data security via flag-based tracking.
  • Spearheading Add-On card journey revamp, enabling family member access and projected to boost transaction volumes.
  • Resolved 10+ critical DQ exceptions, cleansing flawed validations to align with compliance standards and data governance.
  • Delivered Sole Proprietor CC journey within 3 months under tight RBI timelines, expanding product accessibility.
  • Analyzed over 12,000 escalated complaints, introducing application sub-statuses that reduced escalations by 40% in Q3 FY24.
  • Analyzed bifurcated journey models (Digital-Only & Digital + Physical), leading to a 10% card issuance boost and 15% field sales load reduction in Q4 FY24.

Operations & Product Management Intern – Merchant App Ecosystem

Kotak Mahindra Bank Limited
Mumbai
04.2022 - 06.2022
  • Developed an omnichannel product and process optimization strategy to enhance merchant onboarding and experience.
  • Proposed inclusion of non-Kotak customers to expand user base and enable instant loan and UPI collection features.
  • Improved app UI/UX through value stream mapping and bottleneck analysis, identifying friction points and streamlining flows.
  • Executed merchant segmentation using transaction frequency and average ticket size to enable tiered servicing.
  • Conducted primary market research to identify merchant pain points and enhance CRM strategy accordingly.
  • Collaborated with operations and product teams to integrate a merchant-facing chatbot for real-time assistance.
  • Benchmarked services using SWOT and VRIO analysis against competitors to identify improvement areas and feature gaps.
  • Recommended integration of a voice-based virtual assistant, reducing transaction time by 25%.
  • Suggested renaming the app to 'Kotak Biz' after SEO keyword analysis, contributing to a 22% increase in organic discoverability.

Education

MBA -

Indian Institute of Management (IIM)
Mumbai
04-2023

B.E. -

Thapar University
Patiala
06-2019

Skills

  • Cross-functional collaboration
  • Process optimization
  • API integration and digital journeys
  • Partner onboarding and ecosystem management
  • Regulatory compliance projects
  • Agile project delivery
  • Data quality and risk control
  • Customer experience optimization
  • Process automation and system enhancements

Certification

  • Business & Operations Analytics, NITIE (2021)
  • Marketing in a Digital World, Coursera (2021)
  • Effective Business Presentations with PowerPoint, PwC (2021)
  • Excel Skills for Business Specialization, Coursera (2021)

Accomplishments

  • Nominated for "Anchors Q2, FY’25", Axis Bank – recognized for exceptional cross-functional collaboration. (2024)
  • National Semi-Finalist, TAS TATA Imagination Challenge (2021)
  • National Semi-Finalist, Tata Steel-a-thon (2021)
  • Campus Runner-up, Reliance TUP (2021)
  • Secured 4th position among 100+ teams in Markotsav National Marketing Campaign, showcasing marketing acumen and teamwork. (2021)
  • Recipient of Madala Scholarship – awarded to 2 out of 560 first-year students at NITIE Mumbai. (2020)
  • Scored 99.9962 percentile (All India Rank 2 out of ~50,000 candidates) in SNAP 2020 exam. (2020)
  • Semi-Finalist, Intra-College Cricket Tournament ‘Bawaal’ – competed among 18 teams. (2022)
  • 1st Position, Intra-College Mathematics Conclave, among first-year students at TIET. (2018)

Timeline

BSG Manager – Credit Cards Digital Journeys Onboarding

Axis Bank Limited
06.2023 - Current

Operations & Product Management Intern – Merchant App Ecosystem

Kotak Mahindra Bank Limited
04.2022 - 06.2022

MBA -

Indian Institute of Management (IIM)

B.E. -

Thapar University

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CHANDAN SINGLA