Leading Product Strategy and implementation for the Global Customer Service (CS) function at BlackHawk NetworksCurrently working in tandem with CS & Product leadership, to align business needs with organization goals, define product strategy & vision, and create a long term roadmap basis qualitative and quantitative dataCross-functional collaboration to influence peer roadmaps towards shared objectivesMentoring young product managers/associates on execution challenges, planning and strategyDriving a culture of data and automation of rule based, repetitive, manual tasks

- Led initiatives to scale the global order management and fulfillment platform for peak load handling- Implemented audit trails and controls in compliance with GDPR- Executed strategy to leverage in-house inventory management tools to reduce dependence on 3rd party vendors with potential cost savings of $2 Mn- Created a new UI to place bulk B2B orders reducing steps of manual operational process

Leading Product Management for the Intelligent Automation capability, my goal is to enhance the automation toolkit, and enable the organization in unlocking additional business value by building and leveraging in-house applications. This is a business facing role and key responsibilities are -- Spearhead identification of Customer pain points- Conceptualize problem statement- Establish product vision and business strategy- Collaborate in Solution design- Evaluate tech stack for best solution fit - Customize User Experience (UX/UI)- Prioritize use cases basis business value- Oversee solution implementation and production releaseAt an organizational level, this has resulted in the expansion of basket of technologies from RPA, to hyper-automation. Teams can now integrate with BPM tools and leverage techniques ranging from NLP (Natural Language Processing), APIs (Application Programming Interface), ML (Machine Learning) and OCR (Optimal Character Recognition).Also, developed an in-house NLP (Natural language programming) based case presentment automation for email channel, with identified OPEX opportunity of $14 Million. Working on a supervised learning model to make the automation self-learning and reduce the customer on-boarding effort.

Joined a newly established automation (RPA) team within the customer service organisation, to contribute towards business development, opportunity identification, process establishment for project execution and automation landscape expansion. • Led RPA implementation projects and digital transformation in Merchant portfolio using Blue Prism with end-to-end ownership of processes• Managed effective planning, creation and regular evaluation of backlogs, to ensure achievement of anticipated benefits, using Agile methodology• Collaborated with business stakeholder to understand and document requirements, while creating solutions with minimal business disruptionDemonstrated execution capability with implementation of projects with potential benefit of ~ USD 1 Million and expanded team size from 3 to 14 team members.

• Identified efficiency improvement and re-engineering opportunities via automation for MNC clients• Coordinated with cross-functional teams and senior management buy-in for projects• Identified specific roles and formed project teams for leading customer delivery • Resource allocation to identified roles (RACI) via capability mapping post due discussions• Creation and sign-off of project charter and project plan with account & function heads• Project meetings, MOM publication, tracking and reporting of project progress to team• Stakeholder management, project documentation and issue management among teams• Provided structured support for RFP/RFI response regarding process excellence practices• Business case & scope definition, SOP creation for institutionalization of project actions• Applied Andon for productivity & performance improvement using Tableau dashboards• Assessed opportunities for headcount reduction across functions as part of 10x Team • Leveraged inferential statistics for target setting and improvement validation in projects• Created a statistical model using process parameters for predicting performance

• Managed two junior engineers & ten field operators, as Operations Assistant Manager at a 1320 MW thermal Power Plant• Presented a more efficient energy saving proposal (Minimum 20 crores) to Senior Vice President and Director with the use of VFDs• Led teams for synchronisation with the national grid, after world's biggest grid failure, 30th - 31st July 2012• Worked as part of a cross-cultural team with people of different nationalities