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Work Background
Emirates NBDDigital Product Owner
Oct. 2022Dubai, United Arab Emirates
Emirates NBDDigital Product Owner
Oct. 2022Dubai, United Arab Emirates
Standard Chartered BankDirector and Product Owner - Digital banking
Jun. 2021 - Oct. 2022Singapore
Standard Chartered BankDirector and Product Owner - Digital banking
Jun. 2021 - Oct. 2022
Standard Chartered BankDirector - Social media, Cross Channel Integration & Conversational AI
Sep. 2018 - May. 2021SingaporeResponsible for spearheading and providing direction to the customer-centric strategy of omnichannel integration models establishing synergies between the digital and physical aspects while orchestrating and defining channels roles and end-to-end digital transformation. ➜ Building and drafting business cases, defining the go-to-market model and ensuring achievement of the ROI and customer satisfaction targets through conversational AI platforms.
➜ As the Channel Manager for Social Media, responsible for maintaining and improving the social media interaction across 16 major markets with a focus on delivering improvement in efficiency and sales through digital engagement. ➜ Partnering with different fintech vendors/partners to enhance digital solutions by introducing new features for clients.
➜ Driving adoption of digital capabilities through voice and virtual channels and providing end to end digital solutions for our customers through both text and voice channels.
➜ Designing, developing, and deploying enterprise strategy and roadmap for AI servicing experience for AI spectrum such as Chatbots, Virtual Assistants, Machine Learning and Cognitive Services.
➜ Leading team engagement across the bank and countries to determine best practices that use digital and automation tools, thereby coming up with plans to deliver the best data-driven omnichannel experience.
➜ Spearheading planning for Social Care to ensure its alignment with the overall Social Marketing and Customer Care strategies, operating model, and processes across 20+ markets.
➜ Leading the Conversational AI Engineering practice to develop and deliver a high-quality customer experience
➜ Driving technology excellence both within the practice and across interdependent application teams with a focus on building product capabilities and driving high-performance performance solutions with speed and quality.
Standard Chartered BankDirector - Social media, Cross Channel Integration & Conversational AI
Sep. 2018 - May. 2021Responsible for spearheading and providing direction to the customer-centric strategy of omnichannel integration models establishing synergies between the digital and physical aspects while orchestrating and defining channels roles and end-to-end digital transformation. ➜ Building and drafting business cases, defining the go-to-market model and ensuring achievement of the ROI and customer satisfaction targets through conversational AI platforms.
➜ As the Channel Manager for Social Media, responsible for maintaining and improving the social media interaction across 16 major markets with a focus on delivering improvement in efficiency and sales through digital engagement. ➜ Partnering with different fintech vendors/partners to enhance digital solutions by introducing new features for clients.
➜ Driving adoption of digital capabilities through voice and virtual channels and providing end to end digital solutions for our customers through both text and voice channels.
➜ Designing, developing, and deploying enterprise strategy and roadmap for AI servicing experience for AI spectrum such as Chatbots, Virtual Assistants, Machine Learning and Cognitive Services.
➜ Leading team engagement across the bank and countries to determine best practices that use digital and automation tools, thereby coming up with plans to deliver the best data-driven omnichannel experience.
➜ Spearheading planning for Social Care to ensure its alignment with the overall Social Marketing and Customer Care strategies, operating model, and processes across 20+ markets.
➜ Leading the Conversational AI Engineering practice to develop and deliver a high-quality customer experience
➜ Driving technology excellence both within the practice and across interdependent application teams with a focus on building product capabilities and driving high-performance performance solutions with speed and quality.
Standard Chartered BankDirector - Infrastructure and Platforms
Sep. 2015 - Aug. 2018SingaporeFull ownership for introduction and implementation of the Voice Biometrics in 4 markets namely India, UAE, Malaysia, and Singapore with a project budget of $2M and a team size of 9 people comprising of technical leads, testers, and country teams. ➜ The technology aims to reduce the frauds in a contact manner while simplifying the authentication process, improving safety for customers, and enhancing the customer experience.
➜ Developed all processes and tools for the implementation which covered the enrolment strategy, IVR call flows and digital and paper-based customer communication.
➜ Spearheaded responsibilities related to the adoption of the technology and delivered an increase in authentication rates through IVR.
Standard Chartered BankSenior Manager - Regional Contact Centre Operations (SCOPE INTERNATIONAL)
Oct. 2013 - Aug. 2015Chennai, Tamil Nadu, IndiaResponsible for managing Inbound Customer Service teams to improve the process execution responsibilities by focusing on enhancing the process capability, standardization, and implementation of transformational changes across all service lines for the assigned markets of UAE, Ghana, and Nigeria. ➜ Led and managed Private, Staff, Priority and Mass Market Customers of the Inbound teams for various enquiries, requests, and complaints across the assigned markets. Ensured optimal team design and implemented Depth and Succession Planning.
➜ Primarily focused on the automation of manual processes and extended training for improvement in CRM development and changed from NSTP to STP processes to deliver the desired objectives. ➜ Drove penetration of cost leadership behaviour to achieve an enhancement in the sales revenue with existing budgets.
Standard Chartered BankManager - VRM and Quality Assurance Team (SCOPE INTERNATIONAL)
May. 2010 - Sep. 2013Bangalore Urban, Karnataka, IndiaResponsible for building and improving the preferred banking segment portfolio worth $300M and ensuring its profitability for the bank through the introduction of products sourced from virtual RM’s for insurance and investments along with local certification to advice clients and improve the sales and operational efficiencies while controlling the risks. ➜ Focused on gaining access to portfolio related advice from the virtual RM’s and fulfilment of local requirements to increase sales and reduce costs for local RM’s.
➜ Managed a Portfolio of 19000+ customers comprising 30% from UK and Europe, 40% Asians, 15% Africans and rest UAE Nationals, monitored their accounts and facilitated CDD and KYC reviews at prescribed intervals.
➜ Ensured sales across Insurance, Investments, Assets and Liabilities and focused on increasing AUM through better account services.
➜ Coordinated with various functions and stakeholders to improve various matrix-like PPC and ARPU.
➜ Drive RM KPI’s on productivity, revenue achievement and customer experience through reports and performance feedback sessions.
CONSIM INFO PVT LTDSr Manager - Customer Activation and Retention Team
Jun. 2009 - Dec. 2009Chennai Area, India
Tata AIG Life InsuranceManager (South Location Head) – Sales Operations & Acquisition
Jun. 2008 - May. 2009Chennai Area, India
ICICI BankManager - (Location Head) –Operations, Business Analytics & Process Re-Engineering
Feb. 2003 - Jun. 2008Hyderabad Area, India➜ Location Head and lead multi functional teams to drive a business target of over 3000 crores per year.
➜ Accountable for ensuring optimum utilization of resources and maintain benchmark service levels with three team managers and 15 team leaders with over 200 front line agents.
HCL Infosystems LtdConsultant - BSG Group
Dec. 2001 - Feb. 2003Hyderabad, Telangana, India
GE CapitalProcess Associate
Jan. 2000 - Dec. 2001Hyderabad, Telangana, India
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