Shivanshu User

I’m a Senior Manager - Business Analyst at Kotak Mahindra Bank, where I design AI-led systems and operational improvements that translate directly into measurable outcomes. I built an AI-led email routing framework that eliminated manual rerouting, projected monthly transfers by 70%, freed 3+ FTE, and delivered 30L+ annual productivity savings.

I also drive digital customer support transformation by simplifying in-app service request flows and enabling auto-tagging, delivering 5L+ annual cost savings. On the growth side, I implemented Adobe workflow automation for LRS drop-off recovery, cutting RM response time to <90 minutes and boosting conversions by 20%, delivering 520L+ in sales. I take ownership from strategy through execution—especially for cross-selling and lead-management outcomes like Gold Loan for Personal Loan rejects (+20%+ volume).

I lead cross-functional delivery for major banking programs, managing scope, timelines, dependencies, and UAT cycles involving 1,000+ test cases. As an SPOC between Product Managers, VRM TLs, RMs, Engineering, Compliance, and 3rd-party vendors, I keep launches smooth through structured meeting notes, action trackers, and follow-ups. I’ve coordinated pilots that align VRM scripts, eligibility logic, and customer communication across Gold Loan and Home Loan balance transfer initiatives.

Earlier, as a Program Manager Trainee at Aditya Birla, I developed and presented Power BI PMO dashboard prototypes that reduced project status inquiry time by 30% and helped prioritize dashboard components for 50+ projects. Before that, I worked as a Software Engineer at Oxytocin, where I conceptualized a “No Code” approach (40% reduction in delivery time), researched B2B platform challenges, and integrated the Otcommerce API to enable daily data transfer for 10,000+ businesses—backed by clear API documentation.