Hi, I'm Lakhan Singh

Digital Product Manager – Conversational AI (HSBC Client Engagement)

Protiviti India | Deputy Manager | Noida, India

Scope: Own the end-to-end product lifecycle for HSBC's enterprise Conversational AI platform across India, Hong Kong, and Singapore, serving 22M customers via mobile app.

• Lead product ownership for the Credit Card Account Closure chatbot, partnering with business, engineering, architecture, and compliance to deliver secure self-service journeys across markets
• Drove bot containment 68% → 82%, improved NPS by 11 points, increased self-service adoption 27%, and reduced live-agent transfers 24% via journey analytics and iterative enhancements
• Coordinate 12–20 stakeholders spanning engineering (3–6 engineers, Tech Lead, Solution Architect), delivery, QA, BA, conversation design, Platform/SRE, and Security/Privacy/Risk/Compliance/Accessibility
• Identified $735K projected 2027 operational savings across three markets through containment and self-service optimization
• Define product vision, roadmap, and release plans; translate requirements into Dialogflow/Sierra flows and technical user stories aligned to enterprise governance, compliance, and accessibility
• Conduct competitive benchmarking against leading global banks to guide prioritization
• Lead backlog management, sprint planning, and acceptance criteria across delivery pods in three markets
• Monitor product performance, model effectiveness, and conversational analytics to drive continuous improvement

Senior Product Manager – Enterprise SaaS & AI Solutions

CloudsR Technology | Noida, India

Progressed: Associate Product Manager → Product Manager → Senior Product Manager

• Owned end-to-end product lifecycle, roadmap, and delivery for enterprise HRMS SaaS platform supporting 52,300+ users
• Led discovery, requirements gathering, prioritization, and release management across multiple enterprise products
• Created PRDs, specifications, user stories, acceptance criteria, and functional documentation
• Developed AI-powered Employee Self-Service chatbot, automating 45% of employee support requests and reducing response time 50%
• Managed AI-powered Personal Shopping Assistant leveraging NLP/ML, Dialogflow, and recommendation engines for 1M+ users
• Collaborated with Data Scientists, AI Engineers, UX, QA, and Engineering throughout the SDLC
• Defined REST API integration requirements and partnered with engineering on scalable integrations
• Delivered 95%+ sprint success and improved customer satisfaction by 20% through analytics-driven iteration
• Mentored APMs and BAs on Agile delivery, discovery, backlog refinement, and user-story writing
• Leveraged Mixpanel, GA4, and customer feedback to prioritize roadmap and optimize outcomes
• Used ChatGPT/Claude/Perplexity daily for product research, documentation, competitive analysis, and workflow optimization

Business Head

RTL Technologies | Noida, India

• Oversaw client delivery and recruitment operations for US-based client projects
• Gathered business requirements and optimized internal ATS workflows to improve recruiter efficiency
• Managed a 50+ member cross-functional team; ensured alignment with SLAs and client goals
• Partnered with engineering to improve recruitment analytics and reporting dashboards
• Boosted recruiter productivity 20% and compliance tracking 35%
• Drove 40% client growth and strengthened long-term US partnerships

Project Head – Electronics Product Development

Three X Electronics | New Delhi, India

• Headed development of starter relays, CDI units, ignition coils, switches, and assemblies; expanded product portfolio by 20%
• Enforced quality protocols, achieving 95%+ first-pass yield and reducing rework costs
• Drove product launches with sales teams, increasing new product sales by 30% YoY