VARENYA MAHESHWARI
Noida
Summary
Experienced business leader driving product development in the BFSI industry for over 18 years. Consistently delivering successful outcomes from conceptualization to implementation. Adaptable and analytical, thriving in challenging environments and committed to achieving desired results within specified timelines.
Overview
19
19
years of professional experience
Work History
Vice President
Kotak Mahindra Bank
05.2014 - Current
- Instrumental in driving online acquisition, engagement, and cross-sell strategies
- Spearheaded tech initiatives to align with and achieve key business objectives, resulting in a 30% increase in customer acquisition
- Current Role: Head of Customer Experience and Service for 811 Customers
- Key Responsibilities: Drive product-to-service scaling via digital interventions
- Reduce branch walk-ins by enabling service journeys in the 811 app
- Manage 50+member team of dedicated service officers
- Core KRAs: Complaint reduction and NPS improvement
- Achievements: Successfully reduced gross complaints by 23% compared to the previous fiscal year and doubled the Net Promoter Score (NPS) since assuming the role.
Member of the Technology Team for 811
Kotak Mahindra Bank
- Responsible for entire stack for online acquisition and Full KYC
- Led the migration to Salesforce for the FKYC journey
- Conceptualized and implemented India’s first video-based KYC account opening process
- Developed a full stack solution for cross-selling to 811 customers, including co-origination credit card and debit card STP journeys via various touchpoints like acquisition, pre-login, and post-login
- Additional Achievements: Selected as a member of Kotak Bank’s Young Leadership Team (KYLC) and chosen to drive the CEO’s project to re-imagine Kotak2030
- Awarded a certificate of excellence in December 2020 by the CEO for contributions to building the 811 product.
Product Manager, Digital Channel
ICICI Bank
07.2012 - 05.2014
- Key Member of ICICI Bank Team for Mobile Money Products: Oversaw the development and launch of Mobile Money products across India, including mPesa, mRupee with Tata Teleservices, and Aircel ICICI Bank Mobile Money
- Responsibilities: Evaluated new requirements, created product requirement documents, and coordinated with all internal control groups of the bank
- Managed requirement closure and change management with IT partners for both the bank and telecom partners
- Implemented process improvements and re-engineering for backend operations to achieve optimum efficiency
- Integral part of the mobile money team for sourcing bulk mandates for mobile money payments to MNREGA beneficiaries
- Managed and synchronized call centre operations and regulatory reporting for all products
- Conceptualized and implemented a portal for Mobile Money products on the ICICI Bank website
- Assessed customer feedback, evaluated, and implemented improvement areas to enhance product quality
- Devised and implemented marketing strategies in collaboration with telecom operators’ marketing teams, including market research, customer and retailer activation, corridor analysis, customer communication, and BTL activities.
Module Lead
Mastek Ltd at ICICI Bank
08.2005 - 07.2011
- Leadership and Management: Led a team of 12 members, managing the entire offshore operations for a UK-based client in the Public Services domain on a multimillion-pound project
- Cut development costs by 7% through service and productivity improvement plans, earning high praise from senior management at Capita and Mastek
- Successfully migrated the entire project from CMMi Level 3 to CMMi Level 5
- Led the team through one of the most complex releases since the project’s inception, involving a technology platform migration
- Performance and Audits: Monitored team performance using monthly scorecards and handled internal and external audits
- Planned and documented KRAs, conducted regular performance reviews, and managed end-of-year appraisals for the entire team
- International Experience: Deputed to the UK office from September 2006 to September 2007 and from July 2008 to February 2009
- Regulatory Implementation: Implemented new government regulations for subsidies, receiving numerous accolades from senior management at Capita and end users (Council Authorities)
- Achievements: Part of the delivery team which was awarded “Excellence Award” by Mastek management
- Awarded
Education
Master of Business Administration - Marketing and Systems
IMT Ghaziabad
06-2012
Bachelor of Engineering - Information Technology
Mody Institute of Technology And Science, Lakshmangarh
06-2005
Skills
Product Management
Customer Experience
New Product Development
Team Leadership
Business Analysis
Product Strategy
Project Management
Hustling
Timeline
Vice President
Kotak Mahindra Bank
05.2014 - Current
Product Manager, Digital Channel
ICICI Bank
07.2012 - 05.2014
Module Lead
Mastek Ltd at ICICI Bank
08.2005 - 07.2011
Member of the Technology Team for 811
Kotak Mahindra Bank
Master of Business Administration - Marketing and Systems
IMT Ghaziabad
Bachelor of Engineering - Information Technology
Mody Institute of Technology And Science, Lakshmangarh
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