Chennai, Tamil Nadu, India
Adroit transformation leader with 20+ years of cross-functional experience spanning Digital Solutions, Operations Management, Learning & Development, Transaction Quality, and Pre-Sales—delivering measurable impact across BFSI, NBFC, Telecom, Insurance, Retail, and BPO/ITES sectors. I specialize in front-ending operations strategy, client engagement, and solution design for end-to-end digital workflows—including IVR, Chat, WhatsApp BOTs, SMS, and Email—across Sales, Service, and Collections. My core strength lies in orchestrating multichannel campaigns, managing transitions, and driving performance uplift for leading banks and NBFCs, especially in debt collections. With 15+ years in Learning & Development and 4+ years in Transaction Quality, I’ve led enterprise-wide capability building, OD interventions, and training impact analysis. As a Certified Learning & Development Manager (CAMI – Middle Earth HR) and Six Sigma Black Belt (Anna University, Chennai), I bring rigor, creativity, and stakeholder-centricity to every initiative. Recognized for out-of-the-box thinking and execution excellence, I foster collaborative environments that elevate team performance and translate strategy into action. Whether driving digital adoption, optimizing contact center workflows, or crafting branded executive narratives—I thrive on building solutions that blend behavioral insight, operational clarity, and measurable outcomes.
AVP & Head of Solutions – Armsoftech Role Summary: Lead end-to-end operations, digital transformation, and strategic growth initiatives across NBFC, banking, and allied domains. Architect and execute ML-driven campaigns, multilingual BOT deployments, and stakeholder engagement frameworks that drive collections efficiency, service excellence, and revenue expansion. Key Responsibilities & Impact: Spearheaded national collections campaigns, boosting resolution rates through ML segmentation, behavioral nudging, and multilingual BOT orchestration. Designed and deployed unified digital repayment journeys across early buckets, hard collections, integrating predictive analytics and compliance mapping. Led service and sales transformation across inbound/outbound channels, enabling cross-sell and upsell strategies through intelligent scripting, agent capability building, and branded dashboards. Developed executive-ready waterfall reports and visual narratives for Senior-level decision-making, blending operational analytics with strategic storytelling. Orchestrated gifting logistics, festive communications, and multilingual stakeholder messaging tailored to cultural and hierarchical contexts. Ensured regulatory clarity and transparent communication across all digital rollouts, aligning operational execution with governance and customer trust. Built high-performing teams recognized for adaptability, ownership, and creative problem-solving across BFSI, NBFC and BPO/ITES verticals.
End to End Support in implementing BOT ai. related services to Banking Channels on Collections, Service Portfolio, Manage the products and also responsible for complete Performance, Revenue and Building Strategies.
Manage Learning & Development for Contact center (Multiple geographical locations), responsible for the performance of Training team and use proven methods to identify Training needs, Planning L&D Budgets, initiate with OD training Programs, Stakeholder Management, Manage BOT (.ai) Services end to end for Reminder and Welcome LOB's Highly skilled in Managing multiple domains - Lending, Insurance (Sales & Service), Telecom, Retail (Collections) and Customer Service (BPO/ITES)
Successfully manage a dynamic Customer Service Training & Quality Team, identifying training and development needs and executing the TNI, analyzing on the gaps in production and provide suitable action plan, organize and conduct leadership training for the improvement of employees and enhance their skills and enable them to fulfill their potential within the organization. Managing the delivery of training and development program and devising a training strategy for the organizational development, closely monitor and review the progress of training team performance. Prepare and implement training budget & Training Calendar. Providing Various Analysis basis the audits to the production to enhance the service provided & share the efficacy with the management, implement various initiatives in production to achieve and sustain the targets
Handle multiple processes (Inbound, Outbound..) with a capacity of 1400+ associate’s. Manage Client relationship. Identifying training and development needs and executing the TNI Analyzing on the gaps in production and provide suitable action plan. organize and conduct leadership trainings for the improvement of employees and enhance their skills and enable them to fulfill their potential within the organization Prepare and implement training budget & Training Calendar. Conduct Facilitation/Leadership skills training to AM & above periodically and share the efficacy to the management. Responsible for the performance of Training team (2 AM’s, 2 Sr.Trainers & 14 Trainers) & update the internal management team & Clients on a regular basis. Prepare & Present MBR/QBR with Clients/Corporate w.r.t. Training.
Manage Training as a Function and responsible for the performance of Trainers and Training team.
Manage Training as a Function and responsible for the performance of Trainers and Training team.