Renuka Bhatia
Thane
Summary
Results-driven professional with 9 years of experience in banking, insurance, and fintech, specializing in customer success, product management, and SaaS development. Skilled in translating client needs into impactful product strategies, driving successful launches and enhancements. With a strong background in client onboarding, cross-selling, and relationship management, I excel at aligning business objectives with user needs. I am now seeking a Product Owner role to leverage my expertise in building innovative, customer-centric solutions.
Overview
9
9
years of professional experience
Work History
Cluster Manager
Aditya Birla Sun Life Insurance
10.2024 - Current
- Build and maintain strong relationships with IDFC First Bank to drive business growth and achieve sales targets.
- Develop and implement strategic sales plans to maximize IDFC’s engagement, enhance market share, and meet revenue goals.
- Monitor team performance, provide guidance, and support professional growth to ensure individual and collective success.
- Leverage digital sales management tools to instill best sales practices and optimize sales efficiency.
- Ensure high-quality business acquisition with a strong focus on policy persistency and long-term sustainability.
Compliance and Customer Success Lead
Winvesta
05.2020 - 06.2024
- Established and Led Customer Success: Built and optimized the Customer Success function from the ground up, developing playbooks and processes that enhanced operational efficiency and client satisfaction
- Streamlined Onboarding and CRM Implementation: Implemented CRM systems (HelpScout, Freshdesk, HubSpot) to streamline customer onboarding and communication, accelerating product adoption and improving retention rates
- Customer-Centric Product Strategy: Leveraged client feedback and insights to influence product enhancements, aligning offerings with customer expectations and market trends
- Cross-Functional Collaboration: Worked closely with sales and product teams to gather and utilize customer insights, driving a 20% increase in HNI sales revenue through targeted upselling and cross-selling strategies
- Training and Team Development: Conducted training sessions for teams on effective upselling and cross-selling, leading to significant improvements in sales performance and customer engagement
- Compliance Leadership: Promoted to Compliance Lead, where I managed onboarding workflows, AML training, and transaction monitoring, ensuring strict adherence to regulatory standards
- Business Development and Partnerships: Played a key role in business development by managing B2B partnerships, retail client experiences, and facilitating client migrations, contributing to enhanced operational efficiency and client satisfaction
Customer Success Manager
Vested Finance
05.2019 - 04.2020
- Customer Onboarding and Support: Guided new customers through the onboarding process, ensuring a smooth transition and facilitating investments in US stocks
- Proactive Customer Engagement: Actively engaged with customers to understand their needs and collaborated on strategies to achieve their financial goals
- Team Training and Mentorship: Trained and mentored team members, enhancing productivity, accuracy, and customer service quality
- Flexible Work Schedule: Demonstrated flexibility by working night, weekend, and holiday shifts to meet customer needs
- Cross-Functional Collaboration: Worked closely with internal support and technical teams to ensure timely resolution of customer issues and exceed expectations
Corporate Portfolio Manager
Niyo Solutions
10.2018 - 04.2019
- Internal Audits and Reconciliation: Conducted internal audits for accounts operations and kits reconciliation, ensuring accuracy and compliance
- Client Relationship Management: Built strong relationships with clients by understanding and fulfilling their requirements within tight deadlines
- B2B Client Handling: Managed B2B client needs, particularly global card solutions for HNI clients traveling internationally
- Problem Solving: Identified issues, analyzed data, and provided effective solutions to address client concerns
Service Manager
Kotak Mahindra Bank
06.2016 - 10.2018
- Revenue Growth through Upselling/Cross-Selling: Successfully implemented upselling and cross-selling strategies for financial products, boosting revenue and enhancing customer satisfaction
- Client Query Resolution: Managed and resolved client queries through thorough bank investigations and effective client coordination
- Credit Management Support: Supported end-to-end credit management, including loan documentation and credit originations for the credit committee
- Comprehensive Customer Assistance: Assisted customers with account management, fund transfers, and new service sign-ups, ensuring a seamless banking experience
- Corporate Portfolio Management: Managed a portfolio of 1,200 customers in the Corporate salary segment, delivering top-notch service
- Award-Winning Service: Recognized as the Best Service Hero in Q3 of the financial year 2017-2018
- Received National Award for SERVICE IMPACT in 2018
Education
Bachelor of Arts - Sociology
Mumbai University
Mumbai, India05-2016
Bachelor of Arts - Sociology
V.G. Vaze College
Mumbai05-2014
Skills
- Handle Multiple Priorities
- Strategic Product Owner
- Analytical Problem Solving
- Leadership
- Process Optimization
- Customer Escalation Management
- CRM Strategy Development
Timeline
Cluster Manager
Aditya Birla Sun Life Insurance
10.2024 - Current
Compliance and Customer Success Lead
Winvesta
05.2020 - 06.2024
Customer Success Manager
Vested Finance
05.2019 - 04.2020
Corporate Portfolio Manager
Niyo Solutions
10.2018 - 04.2019
Service Manager
Kotak Mahindra Bank
06.2016 - 10.2018
Bachelor of Arts - Sociology
Mumbai University
Bachelor of Arts - Sociology
V.G. Vaze College
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