WW Returns, Recommerce and Sustainability

Spearheading the product portfolio strategy for banking domain in a natural solution language startup in its incubation stage. Created the vision, product strategy, roadmap , Go to Market plan for retail as well as commercial banking.

• Leading the APAC strategy for CoEs and India Ops for process improvement and harmonization to achieve AHT, CSAT and Refund and Appeasement targets for the region• Built the LSS Black belt, Green belt and Yellow belt program for Uber by creating classroom course content based on DMAIC and partnering with moresteam.com (online vendor) and scaled it from 0 to 2000+ people• Leading the Eats 250 automation program partnering with Customer Obsession to reduce defects in Eats across Eater, Courier & Restaurant with benefits of $125million• Created magical customer experiences for Uber Riders, Drivers, Eaters & Couriers by product innovations like Bliss assistant, Contact Auto Resolver, Self-Serve & Predictive Help• Responsible for building & executing the strategy for Uber’s first ever Process mining capability using Celonis• Leading a team of BA’s and DS engineers for ensuring the execution of the tool and creating dynamic dashboards• Created the entire customer journey map right from Help node to contact resolution• Conducted multiple hackathons across Uber to identify opportunities worth $20mn using process mining

• Expanded the entire Global process excellence team, starting a culture of Lean Six Sigma, continuous improvement across Community Operations Center of Excellence (CoE) & Greenlight Hubs globally• Product managed the Contactless 100 program for reducing defects in ridesharing across Rider, Driver with benefits of $150million• Ran multiple Kaizen sessions for quick wins and improvements for operations in US, Latam, Europe & APAC• Piloted process management tool Signavio to create a process repository and simulator for support processes• Product managed the Luna ( Customer loyalty) rollout for Uber US right from concept to execution

• Leading group strategic goal of streamlining business processes by driving operational performance improvement• Deploying best in class Production Management tools and practices from manufacturing industries to financial services, leading to significant production efficiencies

• Responsible for driving and delivering change solutions for business as part of large change initiatives• Understanding the strategy of the business and doing opportunity identification through onsite visits• Doing Data analysis by studying the processes and identifying potential automation/re-engineering opportunities• Initiate , design and deliver projects leading to standardization , financial/efficiency benefits & compliance• Conducting workshops with business to draft, elicit and finalize requirements and delivering the BRD• Responsible for Requirements Management, Change Management and Implementation Management for change initiatives impacting multiple business services across geographies• Coordinating with stakeholder teams for the response, transition process, timeline preparation, effort estimation, financials, execution methodology, change management and case studies preparation

Studied the various trends in economy and economic ideologies in last 100 years• Forecasted economic scenario till 2030 using the historical trends in the global economy• Hands on experience on Bloomberg and Reuters for forex market trading for the treasury desk

• Involved in gathering requirements, designing and developing the solution and deploying it in production• Development: Automated process for publishing domain for LexisNexis(Law and Journal company) resulting innew 500 million AUD business for Infosys• Optimization: Designed the entire framework for Telstra’s billing and order management portal thus saving time• Module Lead : Led and mentored a team of 8 for developing enhanced security control for Taleo, AT&T• Configuration Controller, Knowledge Management Prime & Defect Prevention Anchor across projects

Involved in providing Quant, DI and communication skills training to the students. Also involved in content build up and mock test setup for quant and DI as well as business development through counselling and marketing activities.