KEY DELIVERABLES:• Implementing a "Digital Insurance Platform" across the BFSI domain• Contributing to the establishment of company vision through collaboration with C-level executives• Led all aspects of technology development in coordination with the executive team• Playing a pivotal role in shaping the company's strategic direction, development, and future growth• Spearheading the execution of technology strategy, platforms, partnerships, and external relationships

KEY DELIVERABLES AND ACHIEVEMENTS:• Advanced through progressively responsible roles at a leading Indian life insurance company; Led key program management initiatives, such as digital transformation for customer servicing and lead management using CRM platform, mobile apps, contact center solutions, and e-commerce• Contributed to a strategic reduction in customer walk-ins and an increase in Net Promoter Score (NPS) by implementing a unified contact center with best-in-class IVRS in multiple languages• Introduced agile approaches and an innovative e-commerce platform for online sales of insurance products• Directed the migration of 150+ servers for 30+ applications from Windows Server 2003 to higher versions, earning commendations from a regional and global leadershipCRMNEXT Implementation:• Guided contract negotiations while managing scope and expectations in close coordination with strategic partners• Oversaw the delivery of CRM modules for a unified servicing and lead management platform across all business operations and sales channels (B2B, B2C, and B2E)• Enabled seamless integration with peripheral applications, such as policy administration systems, claims management, IVRS, and mobile applications, to provide outstanding customer service• Established project quality management standards and metrics for CRM implementation• Played a significant role in implementing a unified lead management system, resulting in improved sales performance and revenue growth• Streamlined straight-through processing for financial and non-financial requests, achieving 80% customer servicing through STPkhUshi Mobile Application• Supervised the implementation of the khUshi mobile app, India's first AI-powered insurance service app with speech recognition capabilities• Achieved a 60% customer servicing request rate through the khUshi mobile app

KEY DELIVERABLES:• Managed CRM application project, overseeing the full project lifecycle, including annual IT budgeting for CRM application and new projects• Implemented effective change management across all channels, integrating CRM with bank partners such as CITI and IndusInd Bank• Collaborated cross-functionally to oversee web integration with CRM for digital marketing initiatives• Led the automation of regulatory reports using a business intelligence tool• Enhanced decision-making by proactively re-engineering business processes using the CRM platform to improve data dissemination

Participated in cutting-edge technology initiatives, diligently overseeing projects for CRM and contact centre solution applications. Drove continuous improvement, partnering with Department of Telcom to supervise contact centre technical audits. Took ownership of annual IT budget for CRM and contact centre applications as well as new projects. • Implementation of Microsoft Dynamics CRM: Led vendor selection and on-boarding whilst participating in management negotiations. Supervised development and delivery of all project related quality standards, workshops for end-users, and business proposals. Created lead and activity management solution for sales and retail bancassurance teams. Drove business process re-engineering for policy servicing unit. • Oversaw delivery of IRDA’s IGMS integration with complaint module. • Drishti (Ameyo) dialler implementation: Drove strategic vendor management whilst designing and implementing all module within project lifecycle. Finalised OSP license requirements for contact centre with DoT/TRAI.

Led direct channel projects and provided level three technical support for CRM and contact centre solution applications. • Implementation of Talisma CRM: Functioned as key point of contact for all project performance and functionality issues including addressing of business requirement and vendor management to ensure seamless implementation of CRM solutions within 220 bank branches across country. Gathered requirements and formulated business objectives. • Directed building of innovative email-channel for centralised tracking and monitoring of customer issues across bank. • Drove strategic automation initiatives including transferring customer interaction from one ops function to another based on business rules as well as triggering of complaint and escalations tot relevant unit heads in case of SLA violation. • Salesforce automation project: Functioned as Technical Architect, directed effective and efficient implementation of end-to-end Salesforce hierarchy on Talisma CRM.o Supported relationship managers and business units acquire keyfunctionalities related to customer management, revenue delivery and sales, and productivity management.• Contact Centre revamp project: Implemented unified IP solution selected from Aspect Contact Centre Platform. Oversaw technical evaluation of vendors and drove effective vendor management. Supervised finalisation of integration approach with source systems such as core banking, Base24, ECS, and Talisma CRM. Completed regulatory license requirements for contact centre and virtual branches with DoT/TRAI. Directed business continuity planning through BCP and IT DR set-up. • Enhanced customer experience by introducing IVR services, including credit card IVR solution, in seven regional languages. • Drove enhancements including customer category-based call allocation and retention resulting in higher priority queuing and service for platinum and HNI customers.