Liza Pathak

· Conceptualization, planning & development of an industry first payment instrument

· Increased digital footfall by 20% with development of digital channel in internet and mobile banking to service existing customers

· Revamped existing UI/UX with addition of new features for ETB customers

· Envisaged & created new channel (phone banking) for NCA through inbound & outbound calling

· Introduced Forex Prepaid Cards in WhatsApp Banking

· Deployed Green PIN generating process and completely discontinued physical PIN printing process thereby reducing cost, effort and TAT

· Rebranded product to enhance perceived usage and maintain synergy across market

· Documented user stories, specifications and product features into detailed work order to communicate across teams and build mandatory requirements.

· Executed Marketing Campaigns to drive business, activate dormant customers, digital adoption, etc.

• Interacted with customers, barged calls at AU Bank’s customer-care call centre and conducted market analysis by interacting with competitor banks to identify service gaps at AU Bank
• Suggested and implemented measures to improve operational excellence and customer experience