Gurgaon, Haryana, India
Business leader with 20+ years of international experience in crafting strategy and executing digital transformational programs with a strong focus on customer experience. A change agent who brings deep expertise and fresh thinking to industry challenges of growth, customer loyalty, omni-channel distribution, risk, margin and digital disruption. I have successfully run large, multi-country and multi-function operations, profit centers across financials services ( #fintech / #insurtech ), insurance, retail and healthcare. Significant expertise and experience in reimagining and executing new target operating models (TOM), building new businesses, products & implementing programs to improve customer loyalty, productivity and service capability. Thought leader in improving cost of customer acquisition and service using innovative approaches and strong leverage of analytics, digital marketing, technology, operations, user experience journeys and shared services. I bring wide experience, across industry and management consulting, with strong communication skills and Board / CXO engagement capability. Led large, diverse teams, across industries with competencies at the intersection of Digital, Marketing, Operations, Technology, Process Re-engineering. Extensive global experience having lived and worked in USA, UK, Holland, France, Italy, Middle East, Japan, Singapore and India. Specialties: — Customer Experience journeys, Digital Marketing, Analytics and Digital Transformation — GIC, Shared Services, Outsourcing and Variabalization — Operational Excellence and running large delivery organizations — Advisory / Consulting services and global engagements
Executive responsibility of multi-year transformation of operating model including design and launch of a cloud ready platform to support 10+ million policies across life, annuity, supplemental health and workplace voluntary benefits.