Satinder Singh, Product Manager in Mumbai, Maharashtra, India
Satinder Singh

Product Manager in Mumbai, Maharashtra, India

Member since April 26, 2020
Satinder is a seasoned product and platform manager with 13 years of experience. He's delivered strategic products and platform initiatives of various sizes in both the B2C and B2B spaces. Satinder is skilled in product innovation, customer experience design, business process design, and cross-functional team management. On decision making, Satinder follows a mix of empirical and intuition-based approaches to create technical and customer-centered solutions that solve complex business problems.
Satinder is now available for hire

Project Highlights

Expertise

  • Agile Product Management
  • Customer Experience Management
  • Customer Journeys
  • Go to Market
  • New Product Development
  • Product Launches
  • Product Lifecycle Management (PLM)
  • Product Strategy

Education

Employment

  • Product Leader

    2020 - PRESENT
    Rakuten Mobile Japan
    • Deployed the product lifecycle management process for various teams working on a diverse set of products at Rakuten Mobile.
    • Launched an internal platform for Rakuten Mobile contact center to get better visibility of customer information to call center agents.
    • Negotiated with technology companies for database solutions for the Rakuten group companies leading to a savings of US$5.5 million.
    • Formulated the product portfolio, roadmap, product catalog for vRAN services and the launch phases for the Rakuten Communications Platform (RCP).
    • Conceptualized and designed Marketplace for Rakuten Communications platform to connect telecom application & service customers with developers/providers. The platform is in stealth mode and expected to go live next week.
  • Assistant Vice President — New Products and Innovation

    2016 - 2020
    Reliance Jio Infocomm
    • Developed the JioPOS Lite platform for the Jio Associate program. It helped Reliance Jio maintain business continuity during the COVID-19 lockdown. The app has over 1 million downloads and allows easy partner onboarding to sell digital recharges.
    • Acquired nearly 6 million customers in six months through customized bulk deals for mobile connectivity and devices. Was responsible for design, solution and delivery of proposed solution to enterprise clients for bulk activations of SIM and devices.
    • Conceptualized and launched the pre-booking-to-activation flow for JioPhone (the world's cheapest 4G device) for Jio and achieved 6.2 million pre-bookings in one day.
    • Spearheaded multiple automation initiatives and improved the channel partner daily active count (DAU) by at least 25% directly impacting the company's revenue.
    • Resolved planning, process, and technology constraints to produce and deliver 1 million Jio SIM cards per day to channel partners—meeting our 100 million acquisition goal.
  • General Manager — New Products and Innovation

    2013 - 2016
    Reliance Jio Infocomm
    • Launched voice over LTE (VoLTE) and data services in India for Reliance Jio while supporting all device categories.
    • Enabled customer support by implementing the “Trouble to Resolve” framework for mobility products while working with five cross-functional departments. Designed an integrated 360° view of the customer based on seven dimensions and 30+ parameters.
    • Designed and delivered an end=to-end customer onboarding experience for VoLTE and LTE only smartphones.
    • Delivered accurate and relevant customer communication on SMS/email channels across all ten Jio products and customer journeys.
  • Product Manager — Mobile Payments

    2010 - 2013
    Aircel Limited
    • Delivered an open-wallet product using USSD (unstructured supplementary service data) and mobile web pages as an access mechanism for the Aircel Money business.
    • Created an SMS-based innovative money transfer mechanism to increase the utility of Aircel money for subscribers as well as non-subscribers.
    • Conducted market research to collect first-hand data on customers and market potential. These research findings helped businesses in seeking board approval for project funding.

Project History

  • Digital Enablement of 4.5 Million Voters for the Indian State Government
    Enabled 4.5 million women digitally by conceptualizing and delivering a strong value proposition and digital solution for the state government to disburse benefits during elections. Positioned JioPhone as a digital enablement/communication device.

    The state government wanted to disburse benefits to approximately 4.5 million women before the elections. I submitted a proposal to give these benefits via digital enablement through JioPhone.

    Under a strict timeline of four weeks, my team and I created an integrated customer onboarding and validation experience with adequate checks and balances to ensure the right audience received the benefits. We created a new app, that was the core of the solution. The beneficiaries were supposed to pay a certain amount upfront for JioPhone and sign up for a 6-month recharge plan.

    After a successful registration through the app on JioPhone, this trigger was passed to the government server via the API. On successful validation, the government transferred benefits to the customer account (the account was already mapped with beneficiary ID by the government).

    A total of 4.5 million women benefited from this initiative.

  • Device Launch and Pre-booking Experience Design for Customer and Channel Partners
    Achieved 6.2 million pre-bookings in 24 hours for JioPhone (world's cheapest 4G device) by designing a simple device pre-booking journey for both offline and online channels.

    The launch of the newest and cheapest 4G feature phone was planned. I was tasked with designing and delivering an integrated experience journey for customer onboarding and partner management. The management mandate ensured both device sales and SIM activation should be made in the same transaction and under ten minutes.

    I designed a simple web and app (HTML page) journey for pre-booking, an integrated device sale & SIM activation journey for a new acquisition, and other required functionalities for enabling channel partners to sell the product.

  • Commercial Negotiation for Technology Solutions and Savings of US$5.5 Million
    Saved US$5.5 million by renegotiating contracts for database solutions for the entire Rakuten group.

    My organization wanted to onboard two open-source technology partners for transactional database and storage solutions. Both partners were asking for a significant amount for yearly support with no extra development effort.

    I understood these prospective partners' key objectives and explained our long-term vision and interests to negotiate down the overall cost and increase the work scope. Finally, after multiple rounds of negotiations at various leadership levels, I succeeded in getting costs down by 50%, and the scope increased by 30%. All this was done while keeping in mind the partner's objectives to ensure the relationship's sustainability.

  • Automation of E-wallet Replenishment for Channel Partners
    Delivered a 25% increase in daily channel partner participation and directly impacted the bottom line of companies by launching the auto-refill capability for the auto-replenishment of e-wallets for channel partners based on predefined rules.

    The company was facing issues with low participation of channel partners and a significant percentage of channel partners were not buying e-wallets for recharging on a daily basis. This was partially due to a manual process involved in transferring recharge from distributor to retailer.

    Looking at it as an automation opportunity, I created a new capability that will auto-refill the e-wallet of a partner based on a predefined criteria and after obtaining partner consent.

    The amount of refill was predefined based on the previous day wallet closing balance. This capability was designed and developed in three months and launched in a phased manner by involving partners in the beta trial.

    Post stabilization, the capability turned out to successful and led to a 25% increase in daily active partner count (measured based on one successful recharge transaction done using an e-wallet).

  • Launch of Three Apps for an Religious Event to Improve New Customer Acquisition
    Increased monthly customer acquisition by 38% MoM by launching three apps for Kumbh Mela (a religious event in the northern part of India) and delivered digital value for pilgrims.

    Kumbh Mela is one of the largest public gatherings in the world. It draws tens of millions of pilgrims over the course of approximately 48 days to bathe at the sacred confluence of the Ganga, the Yamuna, and the mystical Sarasvati.

    Almost all consumer good companies participate as brand partners to promote their products by distributing samples to pilgrims. Our company wanted to follow a digital approach to ease the lives of pilgrims during the gathering.

    After much brainstorming, we came up with ideas to create the Kumbh Super app that will give information about various utility services to pilgrims. In addition, we decided to create two more apps: Kumbh Lost & Found and Family Finder to help pilgrims get back or report any belongings that went missing during the festival. Family Finder was a tracking application that allowed two family members to track each other and obtain exact locations.

    These three apps became the central component of the overall value proposition for the pilgrims and led to a 38% increase in new customer acquisition for Jio SIM and devices during the festival period.

    I led the overall product and project management to develop and deliver these three apps and related go-to-market activities.

Education

  • Master of Business Administration (MBA) degree in Marketing and Strategy
    2007 - 2008
    Great Lakes Institute of Management - Chennai, India
  • Bachelor of Technology degree in Electronics and Communications Engineering
    2001 - 2005
    Punjab Technical University - Punjab, India

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