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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