Building awesome teams and products. Business Intelligence and analytics to make the right decisions in Customer Experience.

Heading Quality, Innovation & Service Excellence for a range of functions across customer touch points, back end processing and sales support. Leading a team of Six Sigma Black Belts and Project Managers. Developing the quality and transformation strategy for functions in line with CxO level priorities. Delivering tangible customer & business outcomes through performance measurement, automation, process re-engineering & governance. Driving Process Excellence agenda through implementation of Business Process Management. Reducing customer load through improved customer journeys. Driving the Quality culture in the company.Key Outcomes • Customer Centric Programs: Customer Net Promoter Score (NPS) improved by ~40% (35 to 48) through reduction in customer turn-around times and simplification of customer journeys (Online & Offline)• Business Outcome Programs: Improved 25th Month Persistency (Customers paying premiums till 25th Month) by 4%, adding an incremental 20 Million INR in renewal income. • Measurement & Governance: Measurement of Auto Underwriting Rule engine efficacy & creating an early warning system to solve for leakages proactively. Month Zero Issuance improved from 44% to 55%• Business Process Management (Process Excellence): Standard Operating Procedures created for ~450 Critical Process. Failure Mode Effect Analysis done to highlights risks and process gaps.133 automation opportunities shortlisted.• Driving The Quality Culture: Designed multipronged strategy to improve Quality DNA deep in the organizations. Ran campaign to train on quality thinking (~2000 trained & tested). • Stakeholder Management & Cross-functional Team Management – Monthly & Quarterly reviews establishes with COO & CEO respectively. Transparency and alignment on key priorities.

Heading quality deployment and end to end quality and CX set up for the start up. Designing new processes, products & customer journeys, embedding controls, establishing measures and dashboards, creating redundancies like alternate Underwriting processes, repayments options & customer communication. Set up customer service in house and progressively outsourced.Key Outcomes• Transformation Roadmap – NVA elimination, Continuous Improvement (Kaizen, Error proofing, FMEA, Disruptive Improvement (Robotic Process Automation, Chat Bots, ‘Shift Left’)• SOP Creation & training manuals for 7 existing products (Across Sales, Credit Risk, Operations, Collections, Customer servicing)• Process design for 4+ new products ensuring differentiation from competition• Deciding organizations physical footprint - Where, when & how should we open our branches?• Customer Service Outsourcing - Vendor assessment, Scope definition, Commercials, Tech integration• Driving Lean Culture - Training Plan, Communication, Assessment, Projects• Customer Experience - Designing customer journeys that have alleviate customer pains & reduce customer effort (Time, Physical, Cognitive)• CxO & Board management: Worked directly with the CEO, COO and promoters in multiple themes

Heading a team of LSS Black Belts, Project Managers and Transformation/ Automation experts driving Transformation across multi channelled customer journeys - Voice, Chats, Email and Back office. Worked with country head and Head of Digital transformation.FTE Base - ~1000Key Projects & Achievements • Transformation & Quality roadmap (Short Term – 6 Months, Long Term – 2 Year transformation)o As-is Metric & Process assessment | VSM Activities | Continuous Improvement | Disruptive Improvement (Robotics/ Chat Bots)• Set up ideation framework with incentive & recognition plan. Defined project typeso Created ideation & waste identification culture through road shows | Set up digital ideation platform | Incentive & certification structure to drive engagemento 900+ Ideas generated in 1 month | 67 projects identified | 14 FTE saving achieved in 4 months• Transition – In-sourcing: Contact Centre/ Chatso Transitioned 20 FTE voice customer service to India – Scoping, Training, Pilot, Control & Sustaino Lower Repeat Contact % than on-shore in 4 months. At par CSAT• Tactical & Robotic Automationo Internal click level assessment for 30 different workflows to size automation potentialo Cost Benefit analysis – 60 FTE benefit envisagedo Engaged external implementation vendors (TCS/ TechMahindra) to re-assess opportunityo Proof of Concept developed and 160K GBP funding secured through intensive collaboration with C level stakeholderso 30 FTE saving achieved through automating repetitive processes (Macros, Sharepoint etc.)• Customer Experience Enhancement - Reduction of Repeat Customer Contact (7 day/ 28 day)

Leading org level projects based on Design Thinking.Stakeholders: Business Leaders, Quality Head, CXO. Across geographies.

Managing Operations and Service Delivery in a customer service process for a leading UK bank.HR SPOC - Employee engagementOwner - Compensation (Variable)Performance management