Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nakul Batra

New Delhi

Summary

Result oriented professional with more than 7 years of work experience spanning across Sales, Cross Sell, Team Management, Product management & growth, Retention, and Operations

Honors & Awards

  • American Express President’s Achievement Award 2020 (given to less than top 3% global performers)
  • 2019 American Express Big Leap Award(awarded to10% top performers pan India Sales Team)
  • Recognized for automating the offer mandatory disclosures resulting in reduced CCP CHT & sales practice errors

Overview

8
8
years of professional experience

Work History

Associate- Digital Product Management

American Express
07.2021 - Current
  • Collaborating with cross-functional teams such as Engineering, Strategy, Business rules, Operational Excellence, Compliance & Operations to ensure successful implementation of projects
  • E2E managing the Line of Business CAPs/OREs in collaboration with Operational Excellence & Compliance Teams
  • Collaborating with stakeholders across the organization to define product requirements and prioritize tasks
  • Developing user stories, acceptance criteria, and mockups for new features
  • Communicating regularly with stakeholders to ensure alignment on new features & product improvement
  • Analyzing performance metrics to inform product decisions and improvements.
  • Facilitating daily stand-up meetings with the scrum team to review progress towards sprint goals
  • Collaborating with stakeholders and leading the product communications to ensure seamless Business operations

Account Portfolio Manager-Consumer Cards

American Express
09.2018 - 06.2021
  • Responsible to manage and grow portfolio of 2000+ Top spending Credit and Charge Card customers pan India
  • Responsible for deepening and strengthening the customer relationship with Internal
  • Acquisition treatments for Consumer Cards - Add-on Cards acquisition, driving lending penetration in the Charge portfolio to build AR and Portfolio premiumization (Upgrades)
  • Collaborate and partner with acquisition teams, risk, product, retention, servicing and other business units to ensure a cohesive user experience on acquisition, upgrades and customer service
  • Responsible for organic spend growth and defining a strong customer engagement strategy for assigned account portfolio
  • Identifying opportunities and provide input on product enhancements to Product
  • Team based on measurable data insights and customer feedback
  • Responsible for developing retention strategy on account portfolio with delivery on key metrics like account and spend attrition
  • Responsible to co-manage a team of 15 Account Development Managers for coaching, development and delivery on individual productivity and targets
  • Working with the MIS team and guiding them in publishing the accurate data reports
  • Partner with the marketing team in creating and executing the marketing offers basis customer feedback
  • Conduct customer research to identify growth possibilities and evaluate customer needs.

Operations Analyst- CEN India

American Express
12.2016 - 08.2018
  • Responsible for handling Inbound and outbound servicing calls for Credit and Charge Cards pan India
  • Building meaningful relationships with the customers through a consultative approach, understanding their current and future needs, providing first contact resolution
  • Responsible for meeting and exceeding quality goals, compliance regulations and productivity targets
  • Interacting with customers on daily basis, responding to their questions and guiding them to the appropriate service
  • Managing and training the team members on the new products, services and the process alignment
  • Resolving end to end escalations in collaboration with risk, servicing and credits team
  • Enhancing the customer's experience by identifying opportunities basis their needs.

Education

MBA - Marketing Management

IMT Ghaziabad
06-2024

Introduction to Product Management -

Amity Academy
06.2020

Bachelor of Commerce -

University Of Delhi
04.2018

Skills

  • Product Management
  • Analytical Thinking
  • Product Planning
  • Product Issue Resolution
  • Scrum Methodology
  • Stakeholder Relationship Management
  • CAPs & OREs Management
  • Product Governance

Timeline

Associate- Digital Product Management

American Express
07.2021 - Current

Account Portfolio Manager-Consumer Cards

American Express
09.2018 - 06.2021

Operations Analyst- CEN India

American Express
12.2016 - 08.2018

MBA - Marketing Management

IMT Ghaziabad

Introduction to Product Management -

Amity Academy

Bachelor of Commerce -

University Of Delhi

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Nakul Batra