2025 - Present
Process Designer - Consumer Lending (Project / Program Delivery)
PhonePe · Bengaluru
Own Smart IVR and Chatbot roadmaps, AI Voice Bot discovery and lending automation across Product, Engineering and CX.
15% → 42% deflectionProject & Program Manager
I turn complex operations into simple, scalable systems.
8+ years leading cross-functional programs across fintech, e-commerce and customer experience, from discovery and roadmaps through launch and adoption.
- ₹3.5 Crannual savings delivered
- 45 FTEmanual effort reduced
- 8+ yearscross-functional delivery
Based in BengaluruOpen to remote roles
Fintech · Automation · CXProduct-minded delivery
Experience acrossPhonePeFi MoneyAmazonAIDA Cruises
Experience
One through-line:
measurable change.
2024 - 2025
Senior Project Designer, Cards
Fi Money · Bengaluru
Redesigned virtual-card issuance, improved KYC handshakes and automated disputes through API-led workflows.
+18% Day 0 activation2021 - 2024
Project Specialist (L3)
Amazon · Bengaluru
Delivered touchless resolution, risk controls and standardized investigator operations at scale.
₹20 Cr fraud prevented2018 - 2021
Project Coordinator
AIDA Cruises · Rostock
Managed concurrent launches, upgrades and installations with teams of up to 20 across vessels.
95% on-time deliverySelected work
From friction to
real outcomes.
Four examples of how I frame the problem, align teams, redesign the system and track adoption.
01 · Consumer lendingPhonePe
Self-serve lending support
Led Smart IVR, Chatbot and real-time disbursement API programs so customers could get lifecycle-aware answers without waiting for L1 support.
Discover→Prioritize→Integrate→Adopt
42%deflection, up from 15%
1,200support hours saved/month
02 · Card activationFi Money
Near-instant virtual cards
Worked with backend and product teams to simplify the KYC handshake and move non-critical processing out of the activation path.
Map→Simplify→Launch→Measure
<10 secissuance, down from 2 min
+18%Day 0 activation
03 · Dispute operationsFi Money
API-led dispute automation
Aligned Product, Engineering and the bank switch team around an API-fed ticketing workflow that replaced manual data entry and handoffs.
Diagnose→Design→Align→Automate
48 hrsturnaround, down from 7 days
API-ledticket creation
04 · E-commerceAmazon
Touchless shipment resolution
Integrated courier tracking APIs with internal decision logic so routine customer questions could close automatically while exceptions reached investigators.
Observe→Codify→Integrate→Scale
45% → 62%automated closures
15,000hours saved/year
How I work
Clarity before
complexity.
Start with the friction
Use customer journeys, funnel data and frontline context to define the real problem and the outcome that matters.
Build shared direction
Turn ambiguity into a roadmap, clear ownership and decisions that Product, Engineering, Risk and Operations can act on.
Ship, measure, improve
Drive delivery through launch, adoption and operating rhythms, then use the results to shape the next priority.
Program & Project ManagementProduct DiscoveryRoadmaps & PrioritizationAPI IntegrationsCX StrategyFunnel AnalyticsStakeholder ManagementAgile DeliveryProcess Automation
Get in touch
Have a complex problem
that needs a clear path?
I'm open to Project Manager, Program Manager and selected Product Manager roles in fintech, automation and customer experience.