At Arya Consultancy Services, I lead enterprise AI and global transformation initiatives across GBS/GCC and Shared Services, advising senior executives on AI strategy, target operating models, governance and value realization.
At Genpact, I directed enterprise transformation programs and led Transformation Management Office governance and portfolio prioritization. I also established RAID governance to improve ownership, mitigation and visibility across programs.
At Accenture, I led global transformation consulting engagements across BFSI and global operations, including digital strategy, target operating models and automation roadmaps. I also established and governed Automation CoE capabilities.
Across transformation initiatives, I led AI-enabled customer experience work that improved CSAT from 70% to 85%, reduced contact volume by 35% and delivered 165% ROI. My work also includes claims transformation that reduced settlement turnaround from 15 to 5 days, alongside P2P, O2C and R2R automation.
