Prashant Kapade
Experienced Payments Professional in Product management, Customer Services, Business Operations and Client Services roles
Thane
Summary
- Experienced professional with 17 years in banking, fintech, SaaS, and financial services.
- Skilled in product management, customer service, client services, vendor management, people management, and business operations.
- Product management professional with track record of driving successful product initiatives and optimizing product performance.
- Proactive problem-solver and strategist in product and operations management. Recognized for team building, cost-cutting, and operational improvements.
- Detail-oriented with strong communication skills, adept at multitasking in fast-paced environments.
- Committed to maintaining profitable relationships and driving business results in customer service management, complaint resolution, and optimization of NPS and CSAT scores.
- Proven track record in fostering client relationships and optimizing service operations through adaptability and problem-solving.
- Adept at collaborating with cross-functional teams and focusing on achieving impactful results.
Overview
17
17
years of professional experience
3
3
Languages
Work History
Product Manager – Cards and FASTag Wallet
Axis Bank Ltd
Mumbai
12.2021 - Current
- Overseeing the full product lifecycle, including initial development, continuous audits, compliance, risk control, and NPS optimization. Establishing a product roadmap, setting priorities, and working with a highly qualified, innovative team to develop features. Completing and leading the projects that carry out the NETC and RuPay circulars from start to finish.
- Stakeholder expectations are successfully managed throughout the entire product development process. coordinating with internal stakeholders for the introduction of new products and processes, the implementation and improvement of existing ones, and process simplification. Benchmarking against competitors, converting business needs into specific product needs, etc. CMC documentation creation; check and control closures for both new and existing CMCs; and communicating with pertinent parties. Preparation of SOX, timely compliance with SOP notes, HLRD, BRDs, and self-certification (for products in which BSG is not involved), as well as precise process planning and execution.
- Examining current procedures to find areas for improvement, inefficiencies, and bottlenecks. Designing and implementing new processes that adhere to regulatory guidelines or modifying existing ones to enhance the performance of the product with customer centricity wherever applicable. Leading and promoting the resolution of all internal audits, compliance, and risk teams' questions, concerns, and needs in order to ensure appropriate governance.
- Assuring the timely submission of regulatory reporting for all PPI products on a monthly, quarterly, and ad hoc basis and managing EWRA operations independently by communicating with BIU/IT/technical service providers. Onboarding business correspondents (BC) with assistance from the vendor management team and the central outsourcing team.
Deputy Product Manager, Cards
HDFC Bank Ltd
Mumbai
09.2019 - 12.2021
- Developed and engaged with new concepts, conducted research on them, and assessed them internally with all parties involved. Oversaw digital payments, SaaS platforms, card life cycle management, and omnichannel support. Worked on requests (projects) with the project team, process team, and BTG, ensuring that they are closed and distributed to the right teams in a timely manner.
- Liaised with the operations team (internal user requirements) & ensured the request for automation is parked with internal/external stakeholders. created platforms for cross-selling BTG products with other bank offerings. Continuously monitored customer feedback channels after product launch to gather insightful data for future iterations or updates.
- Introduced numerous KYC features to the corporate portal, which increased user engagement and brought in more customers.
Operations and Customer Care Manager, Cards
Zaggle Prepaid Ocean Services Pvt Ltd
Mumbai
10.2017 - 04.2019
- End-to-end prepaid card operations, multi-wallet card programs, expense management, and group dining concierge experiences across PAN India for B2B and B2C clients and last-mile delivery. Led 4+ ops & support personnel, achieving SLA compliance and delivering seamless customer journeys. Handled 500k+ card shipments PAN India and last-mile reconciliation.
- Managed strong vendor relationships, ensuring SLA and compliance adherence across contracts, pricing negotiations, logistics, card personalization bureaus, collateral printing, inventory, tech partners, and stationery/PIN mailer suppliers—delivering over 22% YoY cost savings through strategic sourcing and performance optimization. Maintained a robust vendor ecosystem through structured governance, conducting monthly reviews to ensure adherence to SLAs and regulatory requirements, leading to 35% cost efficiencies. Developed strong relationships with suppliers, resulting in reduced costs and better-quality products. Negotiated favorable contracts with vendors, securing competitive pricing arrangements that benefited the organization's bottom-line results.
Service Operations Manager, Cards-Client Services
Yalamanchili Software Exports Ltd, 24/7 Operations Pvt Ltd
Navi Mumbai
12.2015 - 02.2017
- Managed SaaS services for prepaid and Forex prepaid card operations efficiency by implementing standard processes and procedures. Built client relationships by responding to enquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Delivered exceptional client services with timely communication and proactive problem solving. Built a culture of continuous improvement by encouraging innovation from team members at all levels of the organisation.
Senior Project Coordinator, ATM-Client Services
AGS Transact Technologies Limited
Navi Mumbai
05.2015 - 11.2015
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly allied to ATM maintenances.
Team Leader - WLA ATM Operations
TATA Communications Payment Solutions Ltd, Lobo Staffing Ltd
Pune
06.2013 - 04.2015
- Oversaw and directed the White Label Automated Teller Machine (ATM) Network Operations Centre (NOC) Team to guarantee that service standards are fulfilled, problems are handled, and escalations are successfully handled. Also, ensured excellent coordination and interaction with various internal & external stakeholders.
- Closure of incidents within the time frame and maintaining the defined SLA & reduced downtime for ATMs by coordinating with engineers. Served as an escalation point for complex or unresolved issues, applying expertise in problem-solving techniques to achieve successful outcomes. Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Team Leader, Client Services-KYC Audit
Vertex Customer Solutions India Private Ltd
Navi Mumbai
11.2011 - 03.2013
- Led, managed & supervised the execution of external audit engagements and operations and was responsible for presenting the findings and developing a high-quality report of the audit to senior management and clients.
- Developed strong relationships with internal stakeholders to foster seamless communication throughout the KYC process. Provided exceptional customer service during client interactions, addressing enquiries promptly while safeguarding sensitive information securely.
Operations Executive, Point of Sale Services
FINO (Financial Inclusion and Network Operations)
Navi Mumbai
01.2011 - 11.2011
- Oversaw daily POS/EDC operations activities, ensuring smooth functioning across all departments while maintaining high-quality standards.
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations. Enhanced inventory accuracy by conducting thorough stock audits and addressing discrepancies promptly.
Technical Operations Executive, Merchant Services
Atos Worldline
Mumbai
03.2010 - 01.2011
- Oversaw AMEX project to help goals, tasks and milestones align with organizational strategy. Created and managed knowledge base to address frequently asked questions and offer how-to guides and troubleshooting instruction. Established and maintained productive staff relationships to Improve workplace morale, increase productivity and enhance personal growth.
- POS-Technical Operations: MID and TID creation for AMEX, as well as addressing merchants' technical enquiries. Interacted well with AMEX merchants to build connections and nurture relationships. Activation and de-activation of AMEX TID on other bank terminals and vice versa.
Team Leader&Member, Credit Card Customer Services
Axis Bank Ltd (MAFOI & iSmart)
Mumbai
08.2006 - 10.2009
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly. Trained and supervised a team of customer service representatives in providing quality service to customers. Led daily escalations and complaint closures within TAT (for credit cards) across customer service channels such as email customer services, inbound centre and correspondence services.
- Conducted detailed Root Cause Analysis (RCA) for escalations and repeat complaints, and implemented long-term corrective measures. Collaborated with cross-functional teams for queries resolution and managed escalations.
Education
Bachelor of Commerce - Commerce
University of Mumbai
Dr. Ambedkar College Of Commerce & Economics06.2006
Skills
Product lifecycle management
Timeline
Product Manager – Cards and FASTag Wallet
Axis Bank Ltd
12.2021 - Current
Deputy Product Manager, Cards
HDFC Bank Ltd
09.2019 - 12.2021
Operations and Customer Care Manager, Cards
Zaggle Prepaid Ocean Services Pvt Ltd
10.2017 - 04.2019
Service Operations Manager, Cards-Client Services
Yalamanchili Software Exports Ltd, 24/7 Operations Pvt Ltd
12.2015 - 02.2017
Senior Project Coordinator, ATM-Client Services
AGS Transact Technologies Limited
05.2015 - 11.2015
Team Leader - WLA ATM Operations
TATA Communications Payment Solutions Ltd, Lobo Staffing Ltd
06.2013 - 04.2015
Team Leader, Client Services-KYC Audit
Vertex Customer Solutions India Private Ltd
11.2011 - 03.2013
Operations Executive, Point of Sale Services
FINO (Financial Inclusion and Network Operations)
01.2011 - 11.2011
Technical Operations Executive, Merchant Services
Atos Worldline
03.2010 - 01.2011
Team Leader&Member, Credit Card Customer Services
Axis Bank Ltd (MAFOI & iSmart)
08.2006 - 10.2009
Bachelor of Commerce - Commerce
University of Mumbai
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