Vikas Gupta
Mumbai / Thane
Summary
With around 4.5 years experience i am currently working on the salesforce.com CRM platform as a Product Manager. Drives digital transformation in lending by optimising customer journeys, managing Business Requirement Documents, and ensuring compliance with regulatory guidelines. A focus on digitizing customer journey, BREs, CRs , BAUs , requirement grooming, UI/UX , TAT optimization adoption.
Overview
1
1
Certification
6
6
years of professional experience
Work History
Digital Product Manager – Mortgage Loans
Kotak Mahindra Bank Ltd
Mumbai
01.2023 - Current
- Design and implement customer journey for Mortgage loan across all channels (Digital, Branch, RMs).
- Plan and execute product launches for mortgage loan.
- Developed comprehensive Business Requirement Documents (BRDs) outlining project objectives and requirements to guide project execution.
- Communicated product and process changes across teams (Sales, Credit, Ops, PDU, technical) to ensure alignment and understanding.
- Act as the bridge between business requirement and technology, Dev (Vendor) teams.
- Facilitated seamless integration of Salesforce with other applications to improve system interoperability.
- Identifying bugs & CRs and giving business requirement without business disruption.
- Provide day to day Production support to internal stakeholders and ensure minimal business disruption.
- Delivered comprehensive BRE requirements to ensure effective management of business risks.
- Conduct User Acceptance Testing (UAT) to ensure product quality and readiness.
- Identifying gaps and opportunities for process improvement within salesforce.
- Optimising recurring operational processes for TAT reduction.
- Use-case scenario creation and conducting thorough sanity and negative testing to ensure smooth transition to live environment.
- Identified and prevented entry of fraudulent or high-risk proposals in the system, ensuring compliance and risk mitigation.
- Delivered timely training to business teams, enhancing adoption levels and facilitating smoother transitions to new processes.
- Support and drive digital project adoptions, ensure to align all stakeholders.
- Monitoring customer sanction TAT report to achieve desired first sanction TAT.
- Monitoring customer sanction TAT report to achieve desired first sanction TAT.
Sales and Retention Specialist
Axis Bank Pvt Ltd
Mumbai
10.2021 - 12.2022
- Achieved top line business targets through sourcing, conversion, and retention of Mortgage Loans, Home Loans, and Affordable Housing Loans across the Mumbai Region.
- Played a key role in the Product Retention Team, focusing on portfolio management and driving cross selling of banking products.
- Gathered and analysed information about customer complaints, identifying trends and highlighting key areas to improve retention.
- Managed end-to-end handling of client service requests, escalations and retention queries.
- Processing Rate reduction or incremental funding (Topup Loan) requirement of the customers with the help of sales team to ensure retention & business expansion.
- Utilized advanced Excel tools and dashboards for tracking leads, monitoring portfolio trends, and enabling data-driven decisions.
Associate Collection Executive
HDB Financial Service Pvt Ltd
Pune
07.2020 - 09.2021
- Focused on collection pitching and monitored lead conversion to payment continuously.
- Facilitated team efforts to meet and exceed collection targets.
- Built strong relationships with customers, facilitating timely payments.
- Contacted HDFC credit card customers to secure timely payment of outstanding dues.
- Ensure rollback payment for upcoming months.
Education
MBA - Banking & Finance
Jain Institution of Management
Bangalore01-2023
B.Com - A&F
Shankar Narayan College of Arts, Comm. & Science
Mumbai01-2020
Skills
- Product management
- Product launch execution
- Agile methodologies
- Process Improvement
- Stakeholder engagement
- Process Improvement
Languages Known
English
Hindi
Marathi
Certification
- Pursuing Salesforce Associate and Administrative certificate from trailhead.
Accomplishments
- Consumer Bank Top Gun Half Yearly Award, Kotak Mahindra Bank, 2024-2025, Honored by Group Executive for exemplary contribution to higher adoption of E-Sign/Stamps project with a trip to Hyderabad.
- Consumer Bank Top Gun Quarter Award, Kotak Mahindra Bank, 2024-01-01, Honored by Business Head for exemplary contribution to best Sales force Support.
- Retail Asset Top Gun Quarter Award, Kotak Mahindra Bank, 2023-01-01, Honored by Business Head for exemplary contribution to Business growth.
- Appreciation, Axis Bank Ltd, 2022-01-01, Received Mail from Regional Operation Manager and Product Head on High POS Green Channel.
- Certificate of fundamentals of digital marketing, Google Open University, 2020-01-01
Timeline
Digital Product Manager – Mortgage Loans
Kotak Mahindra Bank Ltd
01.2023 - Current
Sales and Retention Specialist
Axis Bank Pvt Ltd
10.2021 - 12.2022
Associate Collection Executive
HDB Financial Service Pvt Ltd
07.2020 - 09.2021
MBA - Banking & Finance
Jain Institution of Management
B.Com - A&F
Shankar Narayan College of Arts, Comm. & Science