I am leading transformation programs and initiatives that enhance Customer Loyalty, simplify Business Processes - Customer Journeys & improve Customer Lifetime Value through implementation, and optimization of business tools. Define and manage multi-phase transformation roadmaps; develop strategic frameworks & business cases by working with cross-functional teams; and communicate with external clients to both understand client objectives and align transformation solutions.Work closely with the Executive Leadership Team and other Industry leaders to identify use cases and to achieve business goals around increasing productivity and driving digital transformation. I identify emerging digital technologies that can help the organization to deliver its digital business strategy and solve complex business problems.While implementing digital changes; I continually optimize digital governance and decision-making processes, follow agile methodologies, implement appropriate standards, identify outsourcing needs, ensuring project timelines and delivery etc. to increase responsiveness and growth. Once executed, I use change management expertise to monitor the overall impact created by projects and tweak if necessary.In process to be a visionary thinker with clear strategic vision for the business of operation; able to foresee obstacles & opportunities to generate breakthrough ideas.

Developed and lead the execution of various propensity models for persistency, revenue generation and retention of AUM fro 13th to 61st months. Designed predictive and prescriptive models impacting VNB and EV of organisation.Collaborated with different stakeholders including actuaries to design engagement models for different personas of customers, evaluate data discrepancies, integration gaps & opportunities; collected data from various data sources including Contact Center, Branch & Sales teams for renewal collection targets; and analyse structured and unstructured data sets to discover patterns and trends. Detailed use-case analysis and reviews at a granular level to overachieve persistency, renewal collection and VNB targets YoY.

Business lead to conceptualise, develop, evaluate and monitor execution of Business transformational and Digitisation projects. Represented Ops function on organisational projects of customer onboarding (eApp & D2C), distributor experience (advisor portal) and customer experience in the overall life cycle of contract

• Conceptualized and deployed e-bots and chat bots. Involved in integration of WhatsApp as a medium of two way communication• Contributed to digital projects of customer onboarding (mobile app, D2C platform), distributor experience (onboarding & servicing) and customer experience• Pioneered the establishment of over 300 Quality Circles across India in different branches of different businesses to create self-sustained units, managing the business challenges through Quality tools.

Business unit assessment on process maturity and business excellence based on Aditya Birla model of Excellence. Assessed Birla White Jodhpur Unit, ABRL Mumbai and Birla Carbon PatalGanga units.

Lead front end, branch, regional and zonal teams of Northern and Western parts of India. Covering states from J&K to Goa

Managed entire Rajasthan front end teams for operations, policy servicing and distributor servicing

New Business underwriting, branch operations and after sales servicing at Ludhiana Hub

Programmer at Branch office and Divisional office.