Conversational AI & Automation Expert
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Over 13 years of experience in service delivery and technology with a strong focus on Conversational AI and Automation. A strategic, organized, and results-driven leader dedicated to driving innovation, enhancing operational efficiency, and empowering teams to excel.
Conversational AI Development Lead, 04/2023 – Current
Jaguar Land Rover – Whitley, West Midlands In my capacity as a Senior Conversational AI Development Lead, I engage in collaborative efforts with clients to delineate business processes and collect comprehensive functional system requirements. This entails not only grasping their needs but also contributing to shaping business architecture, which includes identifying and breaking down business capabilities. Furthermore, I am tasked with providing tailored chatbot solutions that precisely address the requirements of business stakeholders, ensuring that both the design and delivery align seamlessly with their objectives.
In addition to overseeing the full spectrum of chatbot development, from conceptualization to final implementation, I also play a pivotal role in formulating and executing automation strategies, enabling the integration of advanced automated processes into our chatbot solutions to enhance efficiency and effectiveness across various business operations.
Operations Manager II, 06/2020 – 02/2023
Bluevine – Bengaluru, India
Tasked with establishing and overseeing the end-to-end management of back-end processes, including the seamless migration from a third-party vendor to an in-house system. This involves meticulously managing the transition of the pre-underwriting process to in-house operations, encompassing various critical tasks such as developing process inventories, laying down foundational structures, blueprinting processes, estimating timelines and costs, identifying and mitigating risks, implementing internal controls and metrics, conducting UAT testing, managing product operations, facilitating hiring processes, meticulously documenting procedures, driving continuous process enhancements,
implementing automation solutions, providing comprehensive training, and ensuring robust quality assurance planning. Additionally, I focus on managing operations effectively, striving for operational excellence by continuously refining strategies to optimize performance, enhance efficiency, and ensure alignment with organizational goals and objectives.
Chatbot Manager, 11/2020 – 05/2022
HSBC Data Processing India Pvt. Ltd. – Bengaluru, India In my role at HSBC, I am tasked with overseeing the comprehensive lifecycle of chatbots,
encompassing planning, implementation, maintenance, and optimization across various markets and business sectors to facilitate the digital transformation initiative. This involves close collaboration withmarket stakeholders, project managers, product teams, and AI tool providers to gather market-specific requirements and devise project workflows. Additionally, I lead a team of Conversational Designers to ensure seamless chatbot deployments aligned with market expectations and project deadlines.
As part of this responsibility, I focus on designing user experiences tailored to each market's needs, reviewing conversational flows, debugging, testing, and deploying chatbots. Furthermore, I analyze data to enhance chatbot performance and regularly conduct business process reviews to share insights and performance metrics with the respective markets.
Department Manager, 01/2015 – 10/2020
HSBC Data Processing India Pvt. Ltd – Bengaluru, India
As a Department Manager specializing in contact center operations, I employ a comprehensive approach that encompasses various facets of risk management, including operational risk, anti-money laundering (AML), bribery and corruption prevention, and customer due diligence (CDD). I am dedicated to identifying and mitigating operational risks to safeguard the integrity and reputation of the organization. Through proactive measures, I implement robust protocols to address operational vulnerabilities, ensuring compliance with AML regulations and policies.
Additionally, I lead initiatives to prevent bribery and corruption, fostering a culture of integrity and ethical conduct within the contact center team. By conducting thorough customer due diligence processes, I enhance security measures and mitigate potential risks associated with fraudulent activities. Through continuous monitoring and refinement of risk management strategies, I uphold the highest standards of operational excellence and regulatory compliance in the contact center environment.
Marketing Manager, 03/2014 – 11/2014
AxisRooms – Bengaluru, India
Responsible for the complete marketing strategy and operations for the organization
Marketing Communications Manager, 08/2012 – 02/2014
IDE-Global – Bengaluru, India
Responsible for overall marketing activities for corporate events
Customer Service Representative, 11/2010 – 07/2012
Aditya Birla Minacs – Bengaluru, India
Debt collection for BCR and RMCB
MBA in Information Technology and Systems Management
