Hiren Kotak

Hiren Kotak Email and Phone Number

A versatile senior leader bridging the gap between IT and Business @ Hyper-botz
Hiren Kotak's Location
Richmond, Virginia, United States, United States
Hiren Kotak's Contact Details
About Hiren Kotak

In a nutshell, I am a resolute and versatile senior executive with a proven track record of delivering results for over 20 years through information-based strategy and structured execution in Technology and Business Operations. I have demonstrated leadership in end-to-end execution of global-scale digital transformation for Fortune 500 companies (BFSI, Health Care, Life Science, Retail, Media, Oil & Gas, Communication, Technology) in North America, Latin America, Europe, Asia, and Australia.As a passionate learner and thought leader, I routinely present at technology and business conferences. As a recognized problem solver who consistently drives efficiency and improvements, I have designed and developed large-scale solutions to deliver multi-million dollar business value.I'm a results-driven leader that has successfully led large business transformations and customer experience improvement initiatives. I am a catalyst for change with the ability to lead large cross-functional teams and integrate disparate concepts and resources.Leadership areas:• Business Development and BU/Practice Management• Management Consulting • BPO and Vendor Management• Operations Management • Technology Strategy, Advisory, and Delivery• Program Management / PMO• Value generation through Business Intelligence and Data Analytics• Cross-functional Team LeadershipAreas of Expertise: • Intelligent Automation (IPA/RPA, AI/ML) • Cognitive / NLP (Conversational AI / Virtual Assistants / Chatbots)• Process Excellence / Lean Six Sigma• End-to-end Customer Experience Journey Mapping and Human-centric Design• Outsourcing and Offshoring• Call Center Operations / Contact Center / Customer Service Operations• IT and Operations (Front and Back-Office) My values:• Authenticity and transparency• Simplicity, organization, and efficiency• Focus on value delivery• Set high standards, lead by example, and elevate others Languages: English, Spanish, Hindi, Gujarati

Hiren Kotak's Current Company Details
Hyper-botz

Hyper-Botz

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A versatile senior leader bridging the gap between IT and Business
Hiren Kotak Work Experience Details
  • Hyper-Botz
    Founder And Ceo
    Hyper-Botz Apr 2022 - Present
    Glen Allen, Virginia, Us
    Helping organizations adopt intelligent business process automation so that their employees don't need to work on repetitive tedious manual tasks that can be performed well by their digital assistants!
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  • R Systems
    Vp & Global Head Of Intelligent Automation Practice
    R Systems Sep 2020 - Apr 2022
    El Dorado Hills, California, Us
    Practice Management, Business Development, P&L Ownership, Sales Enablement, Thought Leadership, Client Relationship Management, Alliance Management (UiPath, Automation Anywhere, Automation Hero, Celonis, IBM Watson, Redwood, AWS, Azure, MS Power Platform )Practice Offering:- Automation Strategy and Roadmap - Center of Excellence Set-up and Management- Process Discovery, Task Mining, Process Mining- Conversational AI / Virtual Agents: Text to Speech, Speech to Text, NLU, NLP, NLG, Sentiment Analysis- Cognitive Services: Unstructured Data Extraction and Document Understanding, Classification, Regression, Predictive and Cluster Analytics- Business Process Automation, RPA, Workflow Automation- Data Analytics and Reporting- 280% YoY growth in 2021- Streamlined Revenue Cycle Management Automation to provide end-to-end RCM-as-a-Service- Acquired new logo with more than $325K in revenue (RPA, Chatbot, Data Science)- Established new partnerships with Celonis, Redwood, Automation Hero and othershttps://www.rsystems.com/blog/process-mining-and-robotic-process-automation/https://www.rsystems.com/lp/future-proof-european-financial-services/
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  • Cognizant
    Senior Director, Intelligent Process Automation, Digital Ops, North America & Latin America
    Cognizant Jun 2019 - Aug 2020
    Teaneck, New Jersey, Us
    Primary responsibilities include business development, thought leadership, client relationship management, marketing, Digital Transformation program delivery, and introducing RPA, Cognitive, AI/Machine Learning, and Process Mining technologies into IPA.Headed initiatives with several clients that involved Strategic Assessment and Roadmap, business case development, bot design, development and support, Strategic Change Management, and Program Management (from team structure, governance, and change management to bot development life cycle, Communication Cadence, and benefits tracking and reporting. Worked to increase leadership awareness, introduce IPA Best Practices, increase RPA Champion training, and design and establish Centers of Excellence for clients.
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  • Wipro Digital
    Regional Head, Ai And Automation Advisory - Global Consulting Group
    Wipro Digital Aug 2017 - Jun 2019
    Bangalore, Karnataka, In
    Primary responsibilities included business development, thought leadership, P&L management, client relationship management, resource and pipeline management, project delivery, and partnerships and vendor relationships management involving Intelligent Process Automation using RPA, Cognitive, Machine Learning, and AI technologies.Instrumental in establishing Wipro's Automation Center of Excellence and incubating innovation and automation strategy and vision while growing the U.S.-based automation practice P&L and ecosystem partnerships. Grew automation practice by 30%. Selected accomplishments include: - Strategy and roadmap development for intelligent automation for a Texas-based multinational energy client ($2M business client), - Establishing multi-vendor COE governance and ‘Automation as a Service’ for the largest insurance provider in Australia, - Heading a multi-vendor automation program of 200 bots and 150% ROI (Governance, Discovery, Dev, Ops) for a global medical tech firm, and - Managing a $1M consulting engagement to deliver research and recommendations for leveraging AI/ML, AR/VR, LiDAR, Holographic Images, Audio/Video analytics, Edge Computing, and other technologies for a global security and risk management company.Selected presentations at industry events, like BTOES18 and IBM Think 2018, include:- The Conference Board: RPA for Shared Services: How To Secure Buy-In From C-Suite And IT Managers & Estimate The Cost Benefit- Global Business and Shared Services Conference: How Do You Deal With Change Management In Light Of a Growing Digital Workforce?
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  • Virginia Commonwealth University
    Adjunct Faculty
    Virginia Commonwealth University May 2016 - Jun 2019
    Richmond, Va, Us
    Taught Financial Management, Operations Management, and Project Management to VCU School of Business undergraduate and graduate students.
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  • Capital One
    Head Of Robotics Process Automation (Rpa) Center Of Excellence
    Capital One Jan 2016 - Aug 2017
    Mclean, Va, Us
    As Head of the Robotics Process Automation (RPA) Center of Excellence (COE), established and guided an intelligent automation program with $3M annual budget, delivering 200 bots. Identified opportunities to leverage RPA and Cognitive/Machine Learning to automate manual tasks while developing strategy to establish a Federated COE and Governance/Operating Model. Selected accomplishments during my tenure include:- Leading RPA technology research, tool selection, and contracting, - Delivering the company's first software bot in production in record time,- Providing leadership and oversight as a Product Owner for the federated COE delivering 200+ bots enterprise-wide using Agile methodology (cloud-based implementation) and citizen developers,- Driving automation process selection and prioritization across multiple LOBs,- Managing BAU Digital Operations with virtual workers (monitoring, controls, benefit tracking, reporting, and analysis), and - Winning Capital One's highest recognition award, the Circle of Excellence, for pioneering new technology and delivering significant business value.
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  • Capital One
    Head Of India Operation, Commercial Bank
    Capital One Oct 2014 - Dec 2016
    Mclean, Va, Us
    Provided leadership and oversight for the Commercial Bank-wide offshore Business Process Vendor Operation in India, which grew from 0 to 250 FTE under my tenure, delivering more than $5M cost efficiency annually. Responsibilities included strategy development, RFP, vendor selection, contracting, business process transition and training, ongoing governance, and KPI/SLA/performance reporting and analysis.
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  • Capital One
    Head Of Business Strategy, Analysis & Process Engineering, Bank Operations
    Capital One Apr 2010 - Sep 2014
    Mclean, Va, Us
    Headed a cross-functional team chartered with driving the Commercial Bank's transformation agenda and target operating model and scaling new horizontal capabilities, such as strategy and analysis, process engineering, metrics and reporting, and project management in Commercial Bank Operations (Underwriting and Commercial Credit, Loan Operations, Enterprise Payments & Treasury Operations, Capital Market Operations and Client Services) and Retail Bank Operations (Branch Ops, Deposit Ops, Cash Vaults).Selected accomplishments include: - Leading strategy for Commercial Core Deposit Platform and eco-system (all interfacing systems), - Leading a detailed analysis of customer surveys to identify areas of improvement for Commercial products and services, - Spearheading $2M in annual cost savings by developing a strategy for optimizing the Cash Vault footprint, digitizing checks, and reducing cash/check transportation to internal and outsourced vault sites, - Enhancing Wire Operations processes to improve ‘Straight Through Processing’ for $0.5M in savings annually, - Establishing 200+ SLAs and analyzing unit cost for about 20 treasury products in Commercial Bank Operations using benchmarking studies and working with product, operations, customer service, and IT teams, - Developing capacity and forecasting, and budgeting models for Treasury Services Ops product areas, and - Improving customer retention in about 900 branches by addressing top drivers of attrition and establishing a Mystery Shop program to measure process compliance.Received Circle of Excellence Award (twice), Innovation Lab Award, Process Excellence Award, OneAward.
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  • Expedia, Inc.
    Sr. Product Manager, Ops Strategy & Projects, Global Customer Ops
    Expedia, Inc. Sep 2008 - Apr 2010
    Seattle, Wa, Us
    Boosted Hotels.com’s online platform to improve search capabilities, user experience, and ‘shop and apply’ rate and reduce call volume. Redesigned IVR and CTI to improve self-servicing rate, customer experience, and handle time. Designed a call distribution strategy to optimize revenue for hotels.com based on the source of the web traffic, using Performance Measurement and Analytics, Call Segmentation and Agent Tiers, and appropriate call treatment (routing, prompting) based on the online source channels for $2M in additional revenue.Established business case and cross-functional, multi-system requirements for a $7M ‘Intelligent Call Routing System’ project (involving Call Routing, IVR, CTI, Call Recording, Reporting, and eWFM). Helped launch new call centers in Mexico, El Salvador, and Brazil (Spanish and Portuguese).
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  • Capital One
    Strategy & Analysis Manager (Global Contact Center Operations)
    Capital One Apr 2004 - Sep 2008
    Mclean, Va, Us
    Managed a team of operations analysts and data analysts in strategy development and business performance analysis to improve sales, customer service, and customer retention in a $300M globally outsourced and in-house call center operation. Implemented strategic initiatives to improve customer experience, operational efficiency and profitability through partnership with finance, marketing, IT, and operations teams.Selected accomplishments include: - Achieving $60M NPV in a globally outsourced telesales operation (Inbound/Outbound) by onboarding new BPO vendors and implementing a performance-based business allocation process and incentives using a new comprehensive ROI metric, - Analyzing the cost structure of the entire call center operation and identifying opportunities to reduce operational cost by $20M by reducing the unit cost of each manned hour, reducing unnecessary transfers, improving First Call Resolution (FCR), and increasing seat-sharing, - Improving customer satisfaction by increasing the First Call Resolution Rate by 7% in a year through improvements in VRU experience, wait-time experience, agent skills, and fulfillment processes, - Winning the industry-recognized Service Quality Measurement Award for largest annual improvement in FCR, and - Establishing infrastructure and survey processes to monitor and analyze the Voice of Customer.
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  • Capital One
    Application Support Team Lead
    Capital One Apr 2000 - Apr 2004
    Mclean, Va, Us
    Led a team of Production Support Specialists, including offshore teams responsible for ensuring 24/7 availability of the Credit Card Billing and Customer Service application that serviced about 50 million customers and processed over 10 million transactions daily. Designed, developed, and implemented permanent and temporary technical solutions to resolve incidents and improve critical operational performance (reduced application failures, improved efficiency, reduced waste, and established incident management and QA processes).
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  • Uii Corporation
    Senior It Consultant
    Uii Corporation May 1996 - Apr 2000
    Managed Y2K code renovation project implementation for the City of Detroit, Michigan. Managed system enhancement projects for Cooper Tire’s manufacturing systems in Auburn, Indiana.
  • Tata Consultancy Services
    Technical Project Lead
    Tata Consultancy Services Jan 1993 - May 1996
    Mumbai, Maharashtra, In
    Designed and developed IT system modules for various customers in the United States and Europe. Managed an on-site/off-site project for the Credit Card division of Diners Club International (Banco Superior) in Bogotá, Colombia. Responsible for negotiations, requirements, design, planning, development, implementation, performance improvements, and client coordination and training (in Spanish).
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Hiren Kotak Skills

Business Analysis Strategy Process Improvement Program Management Cross Functional Team Leadership Leadership Analytics Business Process Improvement Project Management Outsourcing Vendor Management Management Change Management Analysis Enterprise Software Integration Performance Management Team Management Requirements Analysis Six Sigma Call Centers It Strategy Business Strategy Data Analysis Call Center Business Process Consulting Process Management Customer Experience Process Engineering Robotics Process Automation Customer Satisfaction Strategy Development Project Planning Agile Methodologies Metrics Performance Improvement Problem Solving Business Process Re Engineering Team Leadership Business Development Product Management People Management Service Delivery Artificial Intelligence Management Consulting Strategic Consulting Robotic Process Automation Black Belt Lean Six Sigma

Hiren Kotak Education Details

  • Mit Sloan School Of Management
    Mit Sloan School Of Management
    Artificial Intelligence: Implications For Business Strategy
  • Virginia Commonwealth University - School Of Business
    Virginia Commonwealth University - School Of Business
    Marketing And Finance
  • The George Washington University
    The George Washington University
    Project Management
  • Indiana University Indianapolis
    Indiana University Indianapolis
    Computer Programming
  • Centre For Development Of Advanced Computing (C-Dac)
    Centre For Development Of Advanced Computing (C-Dac)
    Computer Software Engineering
  • University Of Mumbai
    University Of Mumbai
    Electronics And Communications Engineering

Frequently Asked Questions about Hiren Kotak

What company does Hiren Kotak work for?

Hiren Kotak works for Hyper-Botz

What is Hiren Kotak's role at the current company?

Hiren Kotak's current role is A versatile senior leader bridging the gap between IT and Business.

What is Hiren Kotak's email address?

Hiren Kotak's email address is hi****@****ems.com

What is Hiren Kotak's direct phone number?

Hiren Kotak's direct phone number is +180422*****

What schools did Hiren Kotak attend?

Hiren Kotak attended Mit Sloan School Of Management, Virginia Commonwealth University - School Of Business, The George Washington University, Indiana University Indianapolis, Centre For Development Of Advanced Computing (C-Dac), University Of Mumbai.

What are some of Hiren Kotak's interests?

Hiren Kotak has interest in Skiing, Badminton, Las Vegas, Economic Empowerment, Vancouver, Education, Drawing And Painting, Science And Technology, Nv (And Journal) (2006), Tennis.

What skills is Hiren Kotak known for?

Hiren Kotak has skills like Business Analysis, Strategy, Process Improvement, Program Management, Cross Functional Team Leadership, Leadership, Analytics, Business Process Improvement, Project Management, Outsourcing, Vendor Management, Management.

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