Shivangi Singh
Singapore
Summary
Dynamic product manager at DBS Bank with a strong financial acumen and strategic thinking. Proven track record in driving product innovation and enhancing customer satisfaction. Skilled in market analysis and stakeholder management, leading cross-functional teams to achieve business objectives while ensuring regulatory compliance. Passionate about delivering exceptional customer experiences.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Transactional Payments Product Manager
DBS Bank
06.2021 - Current
- Proficient in financial, strategic, and market analysis to envision, establish, and introduce innovative products that enhance revenue and customer satisfaction
- Capable of steering cross-functional teams from conceptualization to implementation while maintaining adherence to regulations and achieving business objectives
- Skilled presenter and organizer capable of collaborating with stakeholders of all levels to achieve product objectives
- Committed to delivering exceptional customer service and contributing to DBS Bank's success in the evolving financial industry
- Lead product development initiatives, from ideation to launch, ensuring alignment with business objectives, and customer needs.
- Conduct market research and analysis to identify opportunities, assess competition, and drive product innovation
- Define product requirements, features, and roadmaps based on market insights and stakeholder feedback
- Manage the product lifecycle, including prioritizing features, overseeing development sprints, and monitoring performance metrics
- Communicate product vision, updates, and performance to stakeholders, including executives, team members, and external partners
- Ensure regulatory compliance and mitigate risks associated with banking products, adhering to relevant laws and industry standards
- Continuously evaluate and optimize product performance, leveraging data analysis and customer feedback to drive enhancements, and maximize impact.
- Stay abreast of industry trends, emerging technologies, and regulatory changes, incorporating relevant insights into product development and strategy
Customer Experience Analyst
DBS Bank
06.2017 - 05.2021
- Analyze customer interactions and feedback to identify trends, pain points, and opportunities for improving the overall customer experience
- Develop actionable insights and recommendations based on data analysis to enhance service quality and drive customer satisfaction
- Collaborate with cross-functional teams to implement customer experience initiatives and process improvements in the call center
- Monitor key performance indicators (KPIs) related to customer service, such as call resolution time and customer satisfaction scores, to track performance and identify areas for optimization
- Act as a customer advocate within the organization, championing initiatives that prioritize customer needs and contribute to a positive customer-centric culture
Customer Service Executive
Dnata
06.2015 - 02.2017
- Provide exceptional customer service to passengers of Cathay Pacific airlines, ensuring a positive and memorable experience
- Maintain up-to-date knowledge of airline policies, procedures, and regulations to provide accurate information and support to customers
- Collaborate with team members to maintain a seamless customer service experience, contributing to a positive work environment
- Assist passengers with ticketing processes, flight information, including booking modifications and seat assignments, using reservation systems like Amadeus or Sabre
Education
Doctorate in Business Administration -
Golden Gate University
USA09-2026
Masters of Business Administration -
University of Roehampton
UK04-2024
Bachelors of Business Admistration -
Lovely Professional University
India05-2014
Skills
- Financial Acumen
- Project/Product Management
- Partner & Stakeholder Management
- Regulatory Compliance
- Analytical Skills
- Strategic Thinking
- Leadership & Organisational Skill
- Adaptability
- Team Player
- Communication Skills
- Customer-Centric Approach
- Willingness to Learn
Certification
- Project Management Professional (PMP), 2024
- Data Analytics & Business Intelligence Tools, 2023
- Cybersecurity Operations Practitioner (CSOP), 2023
- Cybersecurity Threat Management, 2023
- Machine Learning for Banking and Finance Professionals, 2023
- ICAgile Certified Professional, 2021
- Scrum Alliance Certified Scrum Product Owner, 2021
- Gandalf Scholar Program DBS, 2021
- SMU Advance Certification in Governance, Risk Management, and Compliance, 2021
Languages
- English
- Hindi
- Punjabi
Timeline
Transactional Payments Product Manager
DBS Bank
06.2021 - Current
Customer Experience Analyst
DBS Bank
06.2017 - 05.2021
Customer Service Executive
Dnata
06.2015 - 02.2017
Doctorate in Business Administration -
Golden Gate University
Masters of Business Administration -
University of Roehampton
Bachelors of Business Admistration -
Lovely Professional University
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