Luiza Fernandes

Senior Product Manager with 19+ years of experience in banking and financial services, specializing in digital transformation, customer experience (CX), process automation, and service operations. Proven track record of leading large-scale transformation programs across retail lending and servicing functions, delivering measurable improvements in operational efficiency, customer satisfaction, digital adoption, and complaint reduction. Strong expertise in Agile delivery, cross-functional stakeholder management, journey redesign, and AI-driven process innovation.

Senior Product Manager – Digital Transformation delivery - IDFC FIRST Bank - Mumbai, India

(2021-10)

• Lead strategic digital transformation initiatives across retail asset products including Home Loans, Two-Wheeler Loans, Consumer Durable Loans, LAP, Business Loans, Gold Loans, and Credit Cards.
• Define the product vision, roadmap and own and manage the end-to-end product lifecycle from ideation, business case formulation, commercialization, and post-launch optimization.
• Served as the senior point of contact, navigating and influencing a matrixed environment across Operations, Compliance, Risk, Legal, and IT
• Designed and implemented omnichannel servicing journeys integrating Salesforce, Mobile App, IVR, and digital servicing platforms.
• Reduced PNO/BO complaints through streamlined grievance management and enhanced escalation frameworks.
• Collaborate with Operations Subject Matter Experts (SMEs) to ensure operational readiness, training, and smooth Go-To-Market and rollout strategies.
• Led Gen AI-driven email automation initiatives, enabling BOT-generated responses and reducing operational workload.

Assistant Manager – CX Operations | Service Quality | Process improvement - Home Credit India Finance - Mumbai, India

(2017-09 - 2021-09)

• Led IVR optimization initiatives across multiple Lines of Business, increasing self-service adoption by 50% and reducing inbound call volumes.
• Managed blended digital servicing operations (Inbound & Outbound) while maintaining KPIs including AHT, CSAT, quality scores, and shrinkage targets.
• Standardized operational SOPs to improve process consistency, compliance, and service efficiency.
• Collaborated with quality and operations teams to drive service excellence and continuous improvement initiatives.

Team Leader – Home Mortgage USA (Voice / Email / Chat) - BA Continuum Pvt. Ltd. (Bank of America Subsidiary)

(2006-05 - 2013-12)

• Managed HR operational workflows and employment verification processes.
• Handled service inquiries, escalations, and quality checks for APAC lateral hiring operations.
• Led service delivery teams to improve productivity, quality, and collaboration across support functions

Customer Service Executive – Banker on Call (Lloyds TSB) - ICICI OneSource

(2003-05 - 2006-12)

• Delivered customer support and banking assistance services for Lloyds TSB customers.
• Managed customer queries and service requests while ensuring high service quality standards.

Bachelor of Commerce - Mumbai University (2001)