Head of CustomerNext digital platform & CRMNext Mobility solution;
Accountable for all the delivery (digital Customer journeys) based out of the digital platform
integrated with the CRM system, external systems & third-party services/APIs/Data Sources &
business Rules.
Built & delivered fully integrated & automated workflow based real-time end to end digital
customer journeys for Banking products such as Personal Loan, Two Wheeler Loan, Car Loan,
Working Capital Loan, Smart Account Opening, Current Account opening, Home Loan and
Credit card applications for an Indian bank (largest market cap) & NBFCs.
A typical customer journey lifecycle includes Assisted/Unassisted modes, Authentication,
Existing Customer Deduplication, Eligibility, CIBIL/PAN/Aadhar check, Pre-Approved Offers,
EMI & Interest Rate calculators, lead creation/update to LOS integration for disbursement,
Resume journey from where it dropped off. Google Analytics & Codeless Authoring.
Piloting Big Data technologies for Banking CRM space.
Responsible for Add on Sales for the same with Banks & NBFCs in India & Asia Pacific region.
Also responsible for the development & growth of CRM/sales Force Mobility product for some
of the largest banks in India & Asia Pacific.
Reporting span of about 30+ people.

Led an offshore team for digital marketing initiatives for Unilever, a global
Personal Care/FMCG major. Managing multiple projects for its various sub-brands like Vaseline
and Dove. Launching new responsive sites, digital campaigns, implementing new functionality,
site re-platforming, site redesign, New launch/re-launch, Localizations, Content changes & Site
Migrations.
The program is being run in a hybrid Agile framework where in the primary responsibilities are
planning, execution, monitoring, Staffing, Financials, Risk resolution, Inter track Dependencies,
Issue resolution & Client communication for a team of about 20 people comprising of Creative
Developers, .NET Developers, QA and Infra. All projects/assets are hosted on the brand’s digital
marketing platform. CMS tool is SDL Tridion. JIRA and SVN(tortoise) are being used for project
management.

Reporting Solutions for Commercial and Government businesses of UHG through Business
Intelligence applications hosted on large Enterprise BI platforms. The main subject areas were
Regulatory and Compliance, Benefit & Member Administration (Claims, Enrollment, Provider,
Eligibility and Membership) and Health Services (Clinical Quality, Utilization Management, Care
and Case Mgmt, Fraud & Abuse). Worked on Design and Development of data marts, complex
parameter driven Cognos/BO/Crystal reports, database stored procedures, Conversion of legacy
MS Access reports to SQL Server based automated reports etc.
Responsible for Project Kick Offs, Schedule and Effort Estimation, Issue tracking, Effort
tracking, Independent communication with business partners to resolve design issues and
negotiate project related items such as priorities and completion deadlines, weekly project status
reporting, risk management, Quality adherence as per the laid guidelines, Team competency
development, team mentoring, Interviews and hiring, half yearly appraisals and monthly
configuration audit.
Expertise on Plan View, an enterprise wide online Project Management tool. Setting up Projects
templates, Resources, Access, Schedules, Tasks, Assignments, setting Milestones and building
Project Reports /Metrics.

Designing an optimal data mart architecture that effectively presents an integrated view of the (photo sharing, blog and emails) enterprise data for analytical purposes

Report requirement specifications, design, development, maintenance andtesting. Responsibilities also include performance improvement, troubleshooting and testing ofthe existing reports using the Crystal reports 10 Enterprise designer to fix the reports in the event
of enterprise server upgrade, Ad Hoc reporting for AT & T in San Ramon, California

Platform services & support for Kellogg’s ongoing digital marketing
campaigns and promotions hosted on their marketing platform wherein my role as a Producer was
to manage the brand’s Europe region and its agency partners with the following.
Platform Deployments and Site Cut Overs (.NET and Day CQ), Incident Management (Escalation
& Service Level Agreements), Tier 1 and Tier 2 support (Bug fixing and Enhancements),
Security and Performance Testing and IT infrastructure support (Web Hosting).
Tools: The sites were based on .NET & LAMP. The team used AtTask, SVN and AutoDeploy
tool for Project management, Build and Release Management.