Kunal Chadha
Mumbai
Summary
Dynamic Senior Product and Growth Leader with over 16 years of experience driving innovation across digital platforms, including Platforms, Payments, SaaS, Fintech, and Telecom. Demonstrated expertise in end-to-end product development and scaling platforms from zero to ten across app, web, and omni-channel ecosystems. Strategic thinker with a strong focus on payments strategy, product management, customer lifecycle management (CLM), go-to-market execution, and AI-driven customer experience transformation. Acclaimed for delivering double-digit growth and significant cost savings while navigating regulated environments through a blend of visionary product insights, growth strategies, and collaborative cross-functional leadership.
Overview
18
18
years of professional experience
Work History
Senior Product Manager – App Core, Platforms & Payments
Tata Digital Ltd
08.2022 - Current
- Defined roadmap for Conversational AI (Chat-bot, voice, email) → 81% bot efficiency, 3.7/5 rating; reduced service tickets by 35%.
- Increased UPI success rates by 20%, doubled BBPS MTUs, and quadrupled UPI & Gift Card MTUs through product, growth, and engineering interventions.
- Owned and integrated the martech capabilities like Mo engage integrations, campaigns engine pipeline via DWH that has resulted in 2X campaigns performance
- Implemented monetization levers (Offer Engine, Convenience & Platform Fees) → ₹150 Cr annual cost savings.
- Delivered 35% growth in new acquisitions and 28% retention uplift via data science-led CLM and personalization.
- Worked with leadership to develop payments strategy alongside execution roadmap for improved adoption.
- Partnered with Risk, Infosec, legal and regulators to obtain the coveted PA and PPI licenses from RBI plus 100% compliance certification for UPI and bill payments, and checkout solutions.
AVP – Digital Channels & Payments
Axis Bank
01.2020 - 07.2022
- Built Grab Deals marketplace (0 to 10)→ 165% GMV growth, ₹130 Cr GMV, +38% balances (YoY).
- Shipped recurring bill payments (accounts & cards) → shifted 18% volume.
- Launched high-GMV travel products (Compare & Fly / Stay) integrated with Axis Rewards redemption - GMV-50 Crore in 6 months.
- Digitized credit cards applications, dashboard, personal loan marketplace, pre-login payment journeys → boosted Play Store rating to 4.6 (highest in Indian banking).
- Integrated WhatsApp & Axis Aha AI Bot for existing customers → 2% GMV contribution.
- Designed bill/loan/FD reminders → +15% renewals.
Chief Manager
Airtel Payments Bank
07.2017 - 12.2020
- Scaled MAUs from 1.5M → 4M in 12 months; +25% wallet sign-ups.
- Owned wallet KYC & onboarding → 300K new wallets/month.
- Increased app installs +15%, wallet sign-ups +25%.
- 3rd Party Integrations - Built user journeys and assisted journeys on retailer app for Loan repayments of NBFCs → ₹15 Cr/month GMV/
- Merchant Payments App and Portal - Built assisted Journeys for recharges, bill payments, loan collection. Created Merchant Dashboard, Recon flow, Daily Statements in the profile section.
Senior Product Manager – Prepaid & Pricing
Airtel
07.2012 - 07.2017
- Headed prepaid product & pricing for 25M subscribers & ₹36Bn annual revenue.
- CLM & Acquisition - Delivered 35% revenue growth, net churn reduced to 1.8%
- Spearheaded R-CLM → 23x trade engagement, +35% average revenue uplift.
- Won Gold Awards for engagement & lock-in programs.
- Curated special program for ring-fencing high value customer base during Jio freemium period. HV base churn reduced by 22% in Tier-1 and Tier-2 and by 12% in Tier-3 and Tier-4 cities.
Early Career – Telecom & Analytics
Reliance, Idea, MTS
01.2008 - 01.2012
- Reliance: Implemented retail workflow system across 5000+ outlets; +15% postpaid sales.
- Idea: Led BI & Analytics → 35% prepaid growth; trained S&D org on Cognos.
- MTS: Delivered +15% enterprise data acquisition growth via pricing & product innovation.
Education
PGDBA-Full Time - Marketing And Finance
Jaipuria Institute of Management
NBA Accredited And AICTE Approved03.2008
Bachelor of Science - Physics, Math, Statistics
DAV PG College, Dehradun
Affiliated To HNB Garhwal University, Srinagar2004
DNIIT-2 Year Professional Diploma in Web Computing -
NIIT
Dehradun2003
Skills
- Product & Growth Strategy (GTM, CLM, Loyalty, AARRR, Offer Engine, Personalization)
- Payments & Fintech (UPI, Wallets, PG/PA, BBPS, Cards, Subscription Payments, Compliance)
- Customer Experience (NPS, VoC, CX Journeys, Conversational AI, Gamification, Assisted Sales)
- Technology & Analytics (Agile, API Orchestration, AI/ML, Martech, SQL, Adobe Analytics, Power BI)
- Leadership (P&L Ownership, CXO Stakeholder Influence, Regulatory Engagement)
Timeline
Senior Product Manager – App Core, Platforms & Payments
Tata Digital Ltd
08.2022 - Current
AVP – Digital Channels & Payments
Axis Bank
01.2020 - 07.2022
Chief Manager
Airtel Payments Bank
07.2017 - 12.2020
Senior Product Manager – Prepaid & Pricing
Airtel
07.2012 - 07.2017
Early Career – Telecom & Analytics
Reliance, Idea, MTS
01.2008 - 01.2012
DNIIT-2 Year Professional Diploma in Web Computing -
NIIT
PGDBA-Full Time - Marketing And Finance
Jaipuria Institute of Management
Bachelor of Science - Physics, Math, Statistics
DAV PG College, Dehradun
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