Kiran Shetty
207 Gopal Halya Mhatre Bhavan, Sagaon, Manpada Road, Dombivli East
Summary
Results-driven Product Manager with 3+ years of experience delivering innovative solutions that drive business growth and customer satisfaction. Leveraging expertise in agile methodologies, AI, and cloud technologies, I excel at strategic product development, stakeholder management, and cross-functional leadership. With strong foundation in IT Service Management and passion for driving impactful product innovations, I'm ready to make lasting impact in forward-thinking organization.
Overview
13
13
years of professional experience
1
1
Certificate
Work History
Tech Service & Product Manager
UBS Bank
Mumbai
06.2020 - Current
- Spearheaded product innovation, growth, and customer satisfaction through strategic leadership, technical expertise, and collaborative approaches, driving 30% increase in customer adoption and 25% revenue growth.
- Leveraged expertise in product discovery, development, and launch to drive business growth.
- Collaborated with engineering teams to ensure feature specifications were implemented correctly, resulting in high-quality product deliveries.
- Applied design thinking, agile methodologies, and data-driven decision-making to develop and launch successful products and solutions.
- Introduced data ethics and accessibility design principles, ensuring compliant and user-friendly products.
- Key Achievements:
- Developed and launched SMART Tech BOT, automating 6,513 tickets and enabling Service Desk team to focus on complex tasks.
- Enhanced account security through collaboration with cybersecurity team.
- Conducted post-launch analyses to measure feature rollout success and informed future product decisions. - With expertise in Agile methodologies, DevOps practices, data-driven decision-making, cloud technologies, and AI/machine learning, excel at driving innovative solutions and optimizing workflows to achieve business goals efficiently.
- Led cross-functional teams across departments, including engineering, marketing, and sales.
- Communicated progress updates to senior leadership and stakeholders.
- Facilitated project planning sessions to map out timelines for feature releases.
- Created processes and procedures to ensure high-quality products were delivered on time.
Service Desk Operation Lead
UBS Bank
Mumbai
04.2018 - 05.2020
- Drove operational excellence, achieving continuous service delivery improvement and ensuring KPI compliance for AMER region.
- Led team of 22-24 analysts to achieve average C-SAT rating of 4.35 and TQA scores over 90%, despite 15% headcount reduction.
- Promoted self-help options via IT Mobile App, resulting in 8,497 tickets tagged for self-service (Feb-Oct 2023).
- Streamlined SOPs, enhanced tool features, and reduced email traffic, boosting operational efficiency.
- Key Achievements:
- Advanced to Operations Lead for AMER region, leveraging leadership skills and strategic vision to drive regional growth and success.
- Conducted monthly reviews for performance feedback and career guidance, developing and mentoring a team of seven direct reports. - Directed daily operations, escalations, and process compliance, ensuring timely resolution within SLA and KPI.
- Collaborated with key stakeholders to share information, streamline processes, and enhance collaboration between cross-functional teams.
- Earned certifications to develop cultural and fundamental engineering skills, demonstrating commitment to personal growth.
Windows Administrator
Wipro Technologies Ltd
Pune
05.2017 - 04.2018
- Delivered comprehensive technical support to over 500 end-users, achieving high customer satisfaction and prompt issue resolution.
- Implemented remote support system, reducing response times by 30% and enhancing user experience.
- Collaborated with Applications team to resolve IT issues, ensuring seamless operations for UKPN employees.
- Safeguarded company assets by administering security, including data protection and remote access.
- Key Achievements:
- Contributed to Corporate Social Responsibility initiatives, promoting environmental conservation and supporting local communities.
- Conducted training sessions on interview preparation and body language, empowering youth to succeed in their careers. - Administered Active Directory accounts, creating shared mailboxes and distribution lists.
- Deployed job-specific software to employee systems remotely, ensuring efficient workflow.
- Analyzed system requirements to resolve technical issues efficiently.
Senior Technical Associate
Wipro Ltd
Mumbai
12.2013 - 04.2017
- Served as Technical Support Specialist, resolving complex broadband cases daily and delivering timely solutions to customer queries and technical issues.
- Analyzed and resolved slow and intermittent broadband connection problems, ensuring prompt remediation and high customer satisfaction.
- Coordinated site visits and technical adjustments with expert engineers and Openreach, resolving line and DP faults effectively.
- Key Achievements:
- Developed support documentation, empowering end users and reducing support team dependency.
- Partnered with internal departments, vendors, and engineers to resolve advanced technical issues, enhance customer satisfaction, and implement solutions. - Created and maintained knowledge base articles, providing self-help resources for users and promoting knowledge sharing.
- Mentored new team members, guiding them through process knowledge transfer and ensuring seamless onboarding.
Phone Banking Officer
ICICI Bank Ltd
Thane Central
11.2011 - 11.2013
- Delivered high-quality service to over 80 customers daily, resolving inquiries and issues promptly and efficiently.
- Resolved complex customer escalations, including credit card disputes and service delays, ensuring timely and satisfactory outcomes.
- Mentored new hires, conducted refresher sessions, and enhanced team performance and knowledge.
- Utilized credit card processing software proficiently, streamlining operations, and minimizing errors.
- Key Achievements:
- Analyzed credit card transactions, identifying and flagging suspicious activity to prevent potential fraud.
- Monitored credit card accounts, initiated collection procedures for delinquent payments and minimized credit exposure.
- Collaborated with cross-functional teams to ensure seamless credit card operations and implement security measures.
- Optimized daily tasks, maintaining high efficiency and delivering exceptional service in challenging situations.
Education
Bachelor of Commerce - Commerce
Royal College of Arts, Science And Commerce - Mumbai
Mumbai, Maharashtra04.2011
Skills
- Product backlog management
- Strategic Product Development
- Agile Project Management
- Growth Mindset
- Creative Problem Solving
- Analytical Thinking
- Stakeholder Influence and Management
- Organization and Time Management
- Design Thinking for Business Strategy
- DevOps Fundamentals
- Software Development Life Cycle (SDLC)
- Cloud Computing
- GitLab Essentials
- Basics of Python
- Basic Understanding of AI Applications
- Data Visualization and Analysis
Accomplishments
- Consistently led team to achieve End user positive review rating and TQA scores above the set goals, despite headcount reduction.
- Promoted self-help and automation options resulting in improved reduction in repeated issues.
- Collaborated with Cyber Security team to drive and execute Two Factor Authentication process for all employees, reducing password reset tickets by 60%.
- Partnered with Innovation & Automation team to develop SMART Tech Bot, delivering zero-touch solutions for 6,513 tickets by October 2023.
- Earned UBS Certified Engineer certification, becoming first achiever in functional business and improving personal growth and professional development.
- Received client recognition awards for exceptional performance throughout the career:
- Best Performer in Service Desk (Wipro Technologies Limited)
- Improved Quality and Continuous Service Excellence Award (Wipro Technologies Limited)
- Outstanding Performer in TSD for a Month (UBS)
- TSD Award for delivering Excellent End User Support (3 times, UBS)
- Technology Operations Center India Award for Outstanding Performance in End User Support (UBS)
- Technology Operations Center SPOT Award (UBS)
Certification
- ITIL 4 foundation certification
- LFC131: Green Software for Practitioners
- Microsoft certified Azure Fundamentals
- GitLab Certified CI/CD Associate
- GitLab Certified Git Associate
- Professional scrum master 1
- Academy Accreditation - Databricks Lakehouse Fundamentals
Languages
English
Advanced
C1
Hindi
Upper Intermediate
B2
Marathi
Intermediate
B1
Spanish
Beginner
A1
Timeline
Tech Service & Product Manager
UBS Bank
06.2020 - Current
Service Desk Operation Lead
UBS Bank
04.2018 - 05.2020
Windows Administrator
Wipro Technologies Ltd
05.2017 - 04.2018
Senior Technical Associate
Wipro Ltd
12.2013 - 04.2017
Phone Banking Officer
ICICI Bank Ltd
11.2011 - 11.2013
Bachelor of Commerce - Commerce
Royal College of Arts, Science And Commerce - Mumbai
Affiliations
- Beyond professional accomplishments, I'm passionate about giving back to the community and pursuing hobbies that foster personal growth.
- Community & Social Services:
- Organized and participated in Beach Cleanup Drive, promoting environmental conservation
- Contributed to Let's Read Campaign, encouraging literacy and education
- Fostered team culture through collaborative community service initiatives. - Tech Volunteering:
- Mentored low-income individuals, teaching IT basics and bridging the digital divide. - Sports & Fitness:
- Active player of cricket and volleyball, promoting teamwork and physical well-being
- Prioritize personal fitness, maintaining a healthy work-life balance. - These diverse pursuits demonstrate my ability to balance professional responsibilities with community engagement, personal growth, and physical well-being.
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