Open To Work
Sumit Ray
APM
Bangalore,KA
Work Preference
Job Search Status
Open to workDesired start date: Open to discussion
Desired Job Title
Program ManagerProduct ManagerAssociate Product ManagerBusiness AnalystWork Type
Full TimeContract WorkLocation Preference
On-SiteRemoteHybridLocation: Bangalore, KA, INLuxembourg
Open to relocation: Yes
Salary Range
₹100000/yr - ₹1900000/yrImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursWork from home optionSummary
Product and Program Management professional with 8+ years of experience across Fintech and NBFC collections, workforce management, and dialer operations.
I specialize in building collections processes from the ground up — portfolio analysis, customer segmentation, dialer and telecom gateway configuration, QA frameworks, and trainee onboarding — and in translating ambiguous business problems into clear product specs (BRDs, FSDs, user stories) that engineering, risk, and operations teams can execute against.
Highlights: ◆ Led cross-functional delivery of RBI 1600 Series compliance across Airtel, Jio, Vi, BSNL, and Veeno ◆ Improved repayment conversion by 15% through segmentation-led calling strategy ◆ Improved customer contact rates by 17% and cut default probability by 11.3% through early-warning analytics ◆ Built self-serve Power BI dashboards that cut reporting turnaround time by 25% ◆ Represented the needs of 3,000+ field associates in workforce and process design
Currently pursuing the Product Manager Fellowship at NextLeap, and certifications in Agentic AI (Tutedude) and Prompt Engineering (B10X) — where I've been building agentic workflows using Claude. Hold an MBA in Business Analytics from Golden Gate University.
Open to Associate Product Manager, Program Manager, and Collections Strategy roles where I can bring deep domain expertise in fintech operations together with structured product thinking.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Assistant Manager
Olyv India Pvt. Ltd.
Bangalore, Karnataka
11.2024 - 09.2026
- Designed segmentation-based dialer strategies to improve repayment conversions by 15% and reduce delinquency.
- Built real-time Power BI dashboards for campaign and agent KPIs, cutting decision-making time by 25%.
- Partnered with business, tech, and data teams to refine customer outreach logic — enhancing engagement and compliance adherence.
- Introduced data-backed innovations that replaced legacy manual processes, improving efficiency and reliability by 20%.
- Collaborated with product and risk teams to define monitoring frameworks, ensuring proactive escalation detection and better customer outcomes.
Workforce Management Analyst
Home Credit India Finance Pvt. Ltd.
Bangalore
11.2017 - 07.2024
- Managed Pan-India operations of 3000+ associates, ensuring optimal workforce utilization and SLA adherence.
- Developed early-warning analytics for high-risk customer segments, reducing default probability by 11.3%.
- Created data-driven call strategy models using GENESYS Dialer to increase contact rate by 17% and repayment efficiency by 12%.
- Designed interactive dashboards to monitor real-time customer and agent behavior, reducing wait times by 35%.
- Collaborated with IT and product teams to enhance dialer tools, improve CX touchpoints, and ensure regulatory compliance.
- Authored detailed SOPs and playbooks for strategy execution, providing long-term scalability for customer contact operations.
Education
MBA - Business Analytics
05-2026
Final Year
- Ranked in Top 15% of class
- Capstone Projects:
- Google Oxygen Project: Leadership behaviour & people analytics study
- Zomato: Market analysis, customer data evaluation & strategy recommendations
- Apple: Global supply chain, innovation strategy & competitive analysis
- Leslie Brinkman Case: Organizational behaviour & leadership conflict assessment
Bachelor of Commerce -
Skills
- Product Thinking
- Roadmap Execution
- Customer Journey Analytics
- Retention Analytics
- Data-Driven Decision Making
- SQL
- Python
- Experimentation
- Campaign optimization
- Cross-functional collaboration
- KPI ownership
- Process automation
- Regulatory alignment
- Risk management
- Visualization
- Power BI
- Tableau
- JIRA
- Confluence
- MySQL
- Zendesk
- Tyme shift
- Calabrio
- Genesys Admin
- CCPulse
- CME
- Vici dial
- Team collaboration
- Ikontel
- Haloocom
- Strategic planning
- Project execution
- Business development
- Workforce management
- Customer engagement
- Project management
Certification
- Data Science (Data Trained)
- Business Communication (UpGrad)
Collections Expertise And Achievements
- Deep expertise in end-to-end collections strategy across fintech and NBFC sectors, managing both digital and voice-based recovery operations.
- Led implementation of segmentation-based dialer logic and risk-driven contact strategies, improving recovery efficiency and reducing delinquency.
- Developed analytics frameworks for early detection of high-risk accounts, improving repayment conversion by 12–15%.
- Collaborated closely with product and risk teams to design compliant customer contact flows aligned with regulatory standards.
- Drove automation in collections monitoring, improving productivity and contact accuracy while minimizing operational errors.
Highlighted Projects
- Customer Engagement Optimization, Built segmentation model using MySQL & Python, improving engagement rate by 12%.
- BI Dashboard Implementation, Developed end-to-end Power BI dashboard for real-time KPI tracking, reducing manual reporting efforts by 25%.
Hobbies and Interests
- Cricket
- Gaming
- Cooking
Languages
- English
- Hindi
- Bengali
Languages
Hindi
Proficient (C2)
C2
English
Advanced (C1)
C1
Bengali
Native
Native
Accomplishments
BEST WFM Awards in 2024
Timeline
Assistant Manager - Olyv India Pvt. Ltd.
11.2024 - 09.2026
Workforce Management Analyst - Home Credit India Finance Pvt. Ltd.
11.2017 - 07.2024
Golden Gate University - MBA, Business Analytics
Glocal University - Bachelor of Commerce,