Joycee Shibu
Mumbai
Summary
Analytical and results-driven professional with six years of experience in digital payments, product strategy, and operational excellence, skilled in building and optimizing scalable processes that drive growth and efficiency. Adept at leading cross-functional, end-to-end projects, managing vendors, and implementing automation and performance systems to improve delivery speed and customer experience. Passionate about designing data-driven, customer-centric solutions, and thriving in fast-paced, high-growth environment.
Overview
6
6
years of professional experience
Work History
Senior Product Manager - Payment Gateway
Axis Bank Ltd
Mumbai
06.2023 - Current
- Designed and managed the end-to-end digital onboarding journey for payment gateway merchants, delivering continuous UI/UX enhancements based on merchant and aggregator partner insights.
- Led the development of a DIY onboarding platform that enabled merchants to self-onboard, reducing time to go live, and significantly improving the merchant experience.
- Implemented API integrations within the product journey to automate onboarding processes, streamline workflows, and reduce manual interventions.
- Collaborated cross-functionally with technology, design, and business teams to ensure alignment with regulatory requirements and RBI compliance, driving smooth and efficient rollouts.
- Drove product developments in adherence to RBI mandates, ensuring stability and uninterrupted merchant operations.
- Created detailed technical specifications documents outlining the functional requirements of proposed products or features.
- Monitored performance metrics such as usage rates, conversion rates.
- Recommended product changes to enhance customer interest and maximize sales.
- Maintained relationships with third-party vendors providing technology solutions necessary for launching new products or services.
- Developed comprehensive product roadmaps to ensure alignment with business goals and customer needs.
Senior Project Manager - Business Transformation Strategy
Axis Bank Ltd
Mumbai
06.2023 - Current
- Spearheaded the adoption and customization of a digital sales force management platform (an MD initiative), enhancing UI/UX and workflow efficiency through user-driven improvements, which brought the adoption to 87% within the sales team.
- Built scalable tracking and governance systems, ensuring policy compliance, conducting regular audits, and optimizing vendor management processes.
- Oversaw critical vendor operations, ensuring timely and accurate payouts, while strengthening relationships, and maintaining financial discipline.
- Acted as the key liaison to senior management, preparing and presenting strategic business and project status reports directly to the Managing Director.
- Provided training sessions to staff on new processes or systems related to projects.
- Awarded the Anchor Award (MD Recognition) for outstanding contributions in Q4 FY24.
Strategy Initiatives Manager, Large Market Clients - Global Merchant Service
American Express
Mumbai
10.2022 - 06.2023
- Managed a portfolio of large-market corporate clients in the West region, including Reliance Retail Ltd, Reliance Brands Ltd, Trent Ltd, and leading hospitals in Mumbai, driving significant charge volume, and strategic engagement.
- Spearheaded merchant-specific strategic initiatives with key merchants to drive higher charge volumes and deepen engagement, while protecting the discount rates.
- Collaborated with cross-functional teams (marketing, data science, product) to co-design and launch targeted solutions, boosting customer acquisition and spending.
- Designed and led end-to-end execution of targeted campaigns that resulted in a 3X increase in Amex spend across select key merchants, enhancing the cardmember value proposition, and strengthening long-term merchant partnerships.
Operations - Payments
Slice financial services
Bangalore
09.2021 - 10.2022
- Built and led a team to improve transaction success rates and card acceptance across key platforms.
- Collaborated with processors, gateways, Visa, and merchant partners to debug transaction failures, achieving a 20% uplift in success rates.
- Enabled Slice card integration with major platforms (IRCTC, Spotify, NoBroker) by unblocking issues related to the card BIN.
- Reduced customer-driven transaction declines by 4% through targeted user communication strategies and UX enhancements on the ACS page.
- Partnered with regulatory bodies and merchant partners to deliver improved payment experiences via product enhancements and offer integrations.
Product & Portfolio Manager - Merchant Acquiring
HDFC Bank Ltd.
Mumbai
05.2019 - 09.2021
- Developed and executed merchant engagement programs, roadmaps, and lifecycle management strategies for onboarded merchant partners, strengthening retention and portfolio growth.
- Enhanced merchant relationships and digital payment adoption by ensuring maximum product penetration, and driving pan-India marketing campaigns.
- Identified and rectified revenue leakage by monitoring merchant-wise P&L, highlighting issues to relevant teams, mitigating an annual revenue loss of ₹43.2 Cr.
- Drove product enablement initiatives, achieving Diners Club card acceptance across more than 95% of merchant partners.
Education
MMS -
Prin. L.N. Welingkar Institute of Management Development and Research
01.2019
B.E. - Engineering
G.E. Society's College of Engineering
Nashik01.2016
HSC -
Army Public School, Devlali
Devlali01.2012
SSC -
Army Public School, Devlali
Devlali01.2010
Skills
- Payments
- Merchant acquiring
- Digital onboarding
- gtm
- Partnerships
- Vendor management
- Stakeholder engagement
- Training development
- Advanced Excel
- Google Sheets
- Data-driven decision-making
- Stakeholder management
- Cross-functional leadership
- Regulatory liaison
- Strategic thinking
- Communication
- Execution excellence
- Compliance adherence
Timeline
Senior Product Manager - Payment Gateway
Axis Bank Ltd
06.2023 - Current
Senior Project Manager - Business Transformation Strategy
Axis Bank Ltd
06.2023 - Current
Strategy Initiatives Manager, Large Market Clients - Global Merchant Service
American Express
10.2022 - 06.2023
Operations - Payments
Slice financial services
09.2021 - 10.2022
Product & Portfolio Manager - Merchant Acquiring
HDFC Bank Ltd.
05.2019 - 09.2021
MMS -
Prin. L.N. Welingkar Institute of Management Development and Research
B.E. - Engineering
G.E. Society's College of Engineering
HSC -
Army Public School, Devlali
SSC -
Army Public School, Devlali