Summary
Overview
Work History
Education
Skills
Timeline
70

Prashant Kapade

Experienced Payments Professional
Thane,MH

Summary

Accomplished professional with 17 years of experience overseeing product management for prepaid payment instruments, prepaid card/ATM/POS operations, credit cards customer services & client services, management information system, vendor management, and people management.

Overview

17
17
years of professional experience
3
3
Languages

Work History

Product Manager – Prepaid Payment Instruments

Axis Bank Ltd
12.2021 - Current


  • Managing end-to-end prepaid payment instruments by leading the product framework covering all elements of customer lifecycle management, from issuance of the product and continuous usage to customer service processes and changes in parameter configurations, if any.
  • Prioritized roadmap in order to achieve product goals and metrics.
  • Communicated effectively with team members to deliver updates on project milestones and deadlines.
  • Coordinated project planning and execution with team members and team leads.
  • Managed stakeholder expectations effectively throughout the entire product development process. Interacting with internal stakeholders for new product/process launches, process changes implementation/enhancement and streamlining of the processes.
  • Competition benchmarking, translating the business requirements into detailed product requirements, et cetera.
  • Thrived in a fast-paced, highly adept team to develop and prioritize product features and build a product roadmap.
  • Creating CMC documentation, ensuring closures of checks and controls of created/existing CMCs that include interaction with relevant stakeholders such as CARO, Compliance (Testing, Risk and KYC AML), Cards & Wallet IT teams, CRS, CPU, Marketing, BSG, OH&C, Retail Transaction Services – Prepaid Operations, et cetera.
  • Preparation of SOX, timely adherence on self-certification, SOP notes, HLRD, and BRDs (for products wherever BSG is not involved) with accurate conceptualization and executing the process.
  • Onboarding Business Correspondents (BC) along with the Central Outsourcing Team & Vendor Management Team.
  • Analyzing existing processes to identify bottlenecks, inefficiencies, and areas of improvement.
  • 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.
  • Ensuring proper governance by leading & driving for closure of all internal audits, compliance and risk teams' queries/issues/requirements.
  • Ensuring timely submission of regulatory reporting – monthly, quarterly and ad hoc reporting for all PPI products, and single-handedly managing EWRA activities by liaising with BIU/IT/technical service providers.
  • Managed the full product lifecycle, from ideation through post-launch support, ensuring consistent quality control measures were in place.

Deputy Product Manager

HDFC Bank Ltd
09.2019 - 12.2021


  • Conceptualize and participate in new ideas, research the same, and evaluate them internally with all stakeholders, and depending upon the requirement, the market research is taken into account for the same.
  • Collaborated with sales teams to develop effective training materials that drove increased product knowledge among staff members, resulting in higher close rates.
  • Maintained positive vendor relations to build strong partnerships.
  • Parking requests (projects) with the project team, process team, and BTG, ensuring these requests are closed timely, and communicating with relevant teams.
  • Managed end-to-end (product management life cycle) for in-house products of the bank, some aspects such as product launch, system changes in existing products with or without RBI guidelines depending upon the requirement.
  • Cascading information on new system implementation/changes to internal stakeholders & ensuring product awareness is maintained on regular basis to relevant stakeholder like Retail Banking Team, Call Centre, Prepaid DBQ, etc.
  • Continuously monitored customer feedback channels after launch to gather insightful data for future iterations or updates.
  • Liaising with the operations team (internal user requirements) & ensuring the request for automation is parked with internal/external stakeholders.
  • Monitored all products as per compliance & audit guidelines on a quarterly basis and also parking requests for the same as per points raised by the aforementioned departments.
  • Also, assisting the Risk & KYC AML team on their requirements raised & also resolved their queries if raised during their observations.
  • Handled & cascaded correct information on processes and changes on websites and physical forms (retail & corporate) to 5000+ branches & channels, respectively.
  • Managed stakeholder expectations effectively throughout the entire product development process.
  • Increased customer satisfaction by gathering and incorporating extensive user feedback into product improvements.

Manager of Operations

Zaggle Prepaid Ocean Services Pvt Ltd
10.2017 - 04.2019
  • Led end-to-end Prepaid Bank 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
  • Championed quality and process improvements at the contact center, leveraging customer feedback and operational data to enhance service efficiency and resolution effectiveness—consistently achieving performance levels between 85% and 90%.
  • Oversaw the operational supply chain, onboarding, KYC compliance, seller business, payouts, fulfillment, retention, and termination processes for corporate relationships to ensure frictionless transaction experiences with nil revenue loss. Identified improvement areas, RCA, and implemented measures to maximize quality and minimize risks.
  • 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.
  • Designed and refined operational processes and SOPs aligned, ensuring optimal turnaround time, accuracy, security, and quality across all customer touchpoints
  • Developed strong relationships with suppliers, resulting in reduced costs and better quality products.
  • Successfully managed budgets, consistently meeting financial targets while maintaining high-quality standards.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
  • Negotiated favorable contracts with vendors, securing competitive pricing arrangements that benefited the organization''s bottom line results.
  • Managed daily operations, ensuring smooth workflow and timely completion of tasks.

Service Operations Manager

Yalamanchili Software Exports Ltd, Operations Pvt Ltd
12.2015 - 02.2017
  • Provided the solutions and services to the client (State Bank of India) in their own premises with a count of 12 team members.
  • Timely settlement of transactions, card issuance, proper tracking/monitoring of chargeback cases, system issues, fulfillment of data requirements, and defining their logics for extraction.
  • Improved service operations efficiency by implementing standardized processes and procedures.
  • Conducted regular team meetings to review performance metrics, fostering a culture of continuous improvement within the department.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Delivered exceptional customer service with timely communication and proactive problem solving.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Delivered excellent customer service experiences through regular feedback collection, analysis, and action planning based on client needs.

Senior Project Coordinator

AGS Transact Technologies Limited
05.2015 - 11.2015
  • Field Services Management – Resolution of Bank's site maintenance queries.
  • Reduced project timelines through effective delegation of tasks and monitoring progress to ensure timely completion.
  • Oversaw multiple simultaneous projects, maintaining high levels of quality and producing excellent results.
  • Followed up on change orders to ongoing projects, confirming necessary alternation completions occurred on time.
  • Managed a diverse portfolio of vendors, ensuring timely delivery of products and services within budget constraints.
  • Optimized inventory levels through effective forecasting and demand planning techniques.
  • Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
  • Managed incoming calls, providing prompt and accurate information to clients about products and services.

Team Leader - ATM Operations

TATA Communications Payment Solutions Ltd, Lobo Staffing Ltd
06.2013 - 04.2015
  • Led and monitored the Network Operations Team to ensure that service levels are met, incidents are managed, and escalations are addressed effectively.
  • Also, ensured excellent coordination and interaction with various internal departments (SLA, FSG, and Switch) and with vendors for FLM, SLM, and network issues.
  • To make White Label ATMs (TATA Indicash) operational within TAT by analyzing/taking appropriate actions for resolving the issue, whether it is technical or non-technical.
  • Closure of incidents within the time frame and maintaining the defined SLA for the project.
  • Supported management decisions by providing accurate, timely, and relevant information gathered from various sources during the monitoring process.
  • Improved ATM operations by implementing efficient scheduling and maintenance procedures.
  • Reduced downtime for ATMs by conducting regular system checks and coordinating repairs with technicians.
  • Created informative reports on service level achievements and areas requiring attention for senior leadership review meetings regularly.
  • Contributed to the development of organizational policies related to incident management, ensuring alignment with industry best practices.
  • Trained new team members on incident management procedures, ensuring consistent application of best practices across the organization.
  • Served as an escalation point for complex or unresolved issues, applying expertise in problem-solving techniques to achieve successful outcomes.
  • Reduced incident resolution time with efficient coordination of cross-functional teams and timely communication.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Led by example, demonstrating commitment and professionalism that inspired team members to excel.
  • Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.

Team Leader

Vertex Customer Solutions India Private Ltd
11.2011 - 03.2013
  • Deftly managed Operations, Billing & Audit team of 150 Associates (CA's) across Pan India.
  • Led, managed and supervised the execution of external audit engagements, Operations and responsible for presenting the findings and developing a high-quality report of the audit to Senior Management and Clients.
  • Developed and maintained courteous and effective working relationships.
  • Provided assistance to the client for completion of audits at reliance outlets for money transfer transactions with the help of 5 team members.

Executive

FINO (Financial Inclusion and Network Operations)
01.2011 - 11.2011


  • Preparing settlement reports from all over India on a daily basis & sending the same to heads of each zone & region, respectively. Also doing the RECON of SIM cards. Coordinating

  • Interacted with agents, district coordinators, state heads, managers, etc., for proper resolution of the queries.
  • Solving the cases always on priority within TAT.
  • Providing a daily activity report along with cases resolved.
  • Keeping track of POS machines ordered & dispatched & with data of POS machines repaired or
    throughout the day/week/month.
  • Activation & deactivation of TIDs as per requirement.
  • Managed Stock of EDC Terminals.
  • Co-ordinating with hardware department for dispatching/repairing POS machines
  • Keeping the follow-up on daily queries received from PAN India via mail, calls or Helpdesk.
  • Managed deployments of terminals through multiple teams.
  • Managed Inward, Outward & QC of applications installed in the POS machines.

Executive

Venture Infotek Private Ltd
03.2010 - 01.2011


  • POS-Technical Operations—Creation of MID, TID for AMEX, and solving the technical queries raised by merchants.
  • Coordinating with Amex vendors for installation/de-installation and queries of EDC machines, whether resolved or not within turnaround time.
  • Follow up with PINELAB on the pending installation of Plutus and various banks for merchant acquiring services.
  • Tracking of RESET UP cases on a weekly basis and pending and resolved cases
    on a daily basis.
  • Coordinate with merchant services of Amex for point of sale.
  • Coordinate with various banks & VI regions for issue resolution & installation.

Team Leader/Executive

Axis Bank Ltd (MAFOI & iSmart)
08.2006 - 10.2009
  • Ensured highest standard of customer satisfaction and quality service; developing new policies and procedures to improve based on customer feedback and resolving customer queries via correspondence, inbound calls & email channels with the strength of (12-16) team members.
  • Trained and supervised team of customer service representatives in providing quality service to customers.
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
  • Evaluated customer service staff performance and provided constructive feedback.
  • Championed a culture of teamwork and collaboration within the department, resulting in higher employee morale.
  • Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
  • Mentored new hires, providing guidance to ensure their successful integration into the team.
  • Coordinated cross-functional teams to deliver exceptional customer service in a fast-paced environment.
  • Attracted potential customers by answering Credit Cards services questions and suggesting information about other products and services.
  • Reduced average call handling time by introducing effective communication techniques, allowing for more customer interactions.
  • Coached team members individually to develop their skills and improve performance, tailoring guidance to their specific needs.
  • Improved customer satisfaction by promptly addressing and resolving email inquiries.
  • Enhanced response times for customer emails through efficient organization and prioritization of tasks.
  • Applied strong analytical skills when handling complex cases, thoroughly investigating issues before proposing solutions for optimal outcomes.
  • Managed escalated customer issues effectively, ensuring resolution while maintaining a professional demeanor at all times.
  • Contributed ideas during team meetings that led to the implementation of new strategies for improving overall customer satisfaction.
  • Boosted brand loyalty with exceptional email support, resulting in repeated business from satisfied customers.
  • Streamlined customer service processes by implementing effective email templates and guidelines.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promptly responded to inquiries and requests from prospective customers.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Education

Bachelor of Commerce - Commerce

University of Mumbai
Dr Ambedkar College Of Commerce And Economics
06-2006

Skills

Timeline

Product Manager – Prepaid Payment Instruments

Axis Bank Ltd
12.2021 - Current

Deputy Product Manager

HDFC Bank Ltd
09.2019 - 12.2021

Manager of Operations

Zaggle Prepaid Ocean Services Pvt Ltd
10.2017 - 04.2019

Service Operations Manager

Yalamanchili Software Exports Ltd, Operations Pvt Ltd
12.2015 - 02.2017

Senior Project Coordinator

AGS Transact Technologies Limited
05.2015 - 11.2015

Team Leader - ATM Operations

TATA Communications Payment Solutions Ltd, Lobo Staffing Ltd
06.2013 - 04.2015

Team Leader

Vertex Customer Solutions India Private Ltd
11.2011 - 03.2013

Executive

FINO (Financial Inclusion and Network Operations)
01.2011 - 11.2011

Executive

Venture Infotek Private Ltd
03.2010 - 01.2011

Team Leader/Executive

Axis Bank Ltd (MAFOI & iSmart)
08.2006 - 10.2009

Bachelor of Commerce - Commerce

University of Mumbai
Prashant KapadeExperienced Payments Professional