Himanshu Shende

Owned end-to-end P&L for the Amazon Pay ICICI co-branded credit card, managing 5M+ customers and driving profitable growth. Analyzed customer segments with analytics and risk teams to identify high-spenders, refining pricing and offers, resulting in 15% higher usage and retention. Reduced card delivery failures by 30% by enabling branch-assisted card issuance, improving fulfillment efficiency and customer satisfaction.

Deployed an HRMS portal for automating attendance and activity tracking, increasing efficiency by 20%. Implemented a ticketing system to streamline query management, reducing response time by 35%. Optimized client account redemption processes, enhancing transparency and satisfaction.

Designed support policies for rider and driver operations in India, Sri Lanka, and Bangladesh. Reduced fraud losses by 81% through an optimized driver account verification process. Improved driver satisfaction score by 7% by creating a repository of 100+ standard replies in Hinglish

Led launch & live operations in 35+ cities across India and Sri Lanka, managing a 9-member team. Reduced undelivered orders by 23% through root cause analysis and targeted interventions. Identified and mitigated customer fraud in bulk orders, preventing annual losses of INR 1 million. Trained and mentored 10+ employees, reducing onboarding time by 20%.