Sep 2019 – Apr 2023 · 3 yrs 7 mos · Bangalore, India

• At MyDigitalCube, we are redefining how technology interacts with daily life. As a leading innovator in mobile and web app development, we focus on creating tech solutions that integrate seamlessly into everyday experiences. Our first product is a B2C solution designed to build a strong financial ecosystem for households through an engaging, experiential learning process.
• Key Responsibilities:
• Vision and Strategy: Co-founded MyDigitalCube with a mission to revolutionize the consumer tech space, leading the development of innovative mobile and web applications.
• Product Development & Innovation: Oversaw the design and rollout of our flagship B2C financial education platform, which empowers households to take control of their finances through interactive learning.
• Operational Leadership: Directed daily operations, managing a growing team of 30+ professionals in areas like product design, development, marketing, and customer success.
• User-Centric Design: Led the creation of user-friendly tech solutions that leverage AI and machine learning to offer personalized financial insights and resources.
• Fundraising & Growth Strategy: Instrumental in raising $1.5M in seed funding, enabling the launch and early-stage growth of our product offering.
• Key Achievements:
• Launched the first B2C solution aimed at fostering financial literacy and empowerment for households, with 5,000+ early adopters within the first 6 months.
• Achieved 40% user engagement growth quarter-over-quarter through a unique blend of gamification and real-world financial scenarios.
• Spearheaded the expansion of financial literacy into underserved markets, paving the way for more inclusive, equitable access to financial education.
• At MyDigitalCube, we are building solutions that don’t just meet the demands of today’s digital world, but transform the way we experience and use technology in the long run.

Aug 2019 – Present · 6 yrs 7 mos

Mar 2015 – Dec 2018 · 3 yrs 9 mos

• My role involved overseeing a diverse range of functions, from strategic planning and business development to workforce management and corporate governance.
• Key Responsibilities:
• Strategic Leadership: Led the development and execution of the Multi-Year Plan (MYP) for the Ireland site, aligning local objectives with Fidelity’s global business strategy, and driving growth across multiple business functions.
• Corporate Governance & Risk Management: Managed corporate governance and compliance initiatives, ensuring the site adhered to regulatory standards and upheld Fidelity’s reputation for integrity and operational excellence.
• Workforce Development: Focused on building a motivated and high-performing workforce by fostering a culture of excellence, collaboration, and continuous development, while managing talent acquisition and retention strategies.
• Market Representation: Acted as Fidelity’s ambassador in the Irish market, representing the company in key industry forums, building relationships with local stakeholders, and strengthening Fidelity’s presence in Ireland.
• Key Achievements:
• Successfully led the site’s growth trajectory, increasing headcount by 40% over a 5-year period, while maintaining operational efficiency and achieving business objectives.
• Drove the implementation of strategic initiatives that resulted in a 15% increase in operational efficiency, through process improvements and innovation.
• Established and nurtured high-level relationships with key stakeholders, including local regulators, financial institutions, and industry leaders, significantly raising Fidelity’s profile in the Irish market.
• Played a key role in the successful launch of new financial products and services tailored to the European market, contributing to Fidelity’s long-term growth strategy in the region.

Jun 2009 – Mar 2015 · 5 yrs 9 mos

• Worked as Senior Vice President & Country Head-Enterprise Delivery Solutions with Fidelity Investments, India. Led large teams of Operations and Analytics. Designed and delivered operations excellence solutions for internal customers. Built robust governance, security controls adhering to the overall compliance program of the company.

Nov 2005 – Jun 2009 · 3 yrs 7 mos

• Initially joined Fidelity as Senior Director to build the Customer Engagement team and building the book of business for FMR India, was given the additional responsibility to run operations for EBS (one of the BUs of Business Services) and then got the responsibility to run the Business Services as a whole

Jan 2004 – Jan 2005 · 1 yr

• As Site Director for Chandigarh and Customer Support CoE Leader at Dell International Services, I was entrusted with setting up the Chandigarh site from the ground up and leading the Customer Service Center of Excellence (CoE) at a pan-India level. My role involved designing and implementing robust operational processes, ensuring quality service delivery, and driving training initiatives across multiple sites.
• Key Responsibilities:
• Site Setup & Operations Leadership: Led the establishment of the Chandigarh site, including infrastructure development, hiring, and onboarding, while scaling the site to become a key hub for Dell’s customer support operations.
• Customer Support CoE Leadership: Oversaw the Customer Support Center of Excellence (CoE) across multiple India-based sites, setting performance standards and driving continuous improvement.
• Training & Development: Spearheaded training interventions at the CoE level, creating customized training programs to upskill customer service teams.
• Cross-Site Collaboration: Collaborated with senior leadership and cross-functional teams to ensure seamless communication.
• Key Achievements:
• Successfully established the Chandigarh site, growing it from the ground up into a fully operational center that served as a critical part of Dell’s customer support network.
• Delivered a 20% improvement in customer satisfaction scores across all sites by standardizing processes and implementing rigorous performance metrics.
• Developed a comprehensive training program that resulted in a 30% increase in first-contact resolution rates and a 25% reduction in customer service escalations.
• Championed a pan-India customer support strategy, resulting in improved service consistency across all customer touchpoints and increased efficiency across multi-site operations.
• Played a key role in improving the NPS (Net Promoter Score) by enhancing agent training and ensuring teams delivered a best-in-class customer experience.

Jan 2002 – Jan 2004 · 2 yrs · Bengaluru, Karnataka, India

• As Vice President at Mphasis, I was primarily responsible for overseeing service delivery within the financial services domain, specifically in the areas of operations and call center management. I played a key role in driving operational excellence, ensuring seamless delivery of services to clients, and optimizing processes within the financial services vertical.
• Key Responsibilities:
• Service Delivery Leadership: Led the end-to-end service delivery for Mphasis’ financial services clients, ensuring the highest standards of quality, performance, and customer satisfaction across operations and call centers.
• Client Relationship Management: Worked closely with key financial services clients, understanding their needs and aligning service delivery processes to meet their business objectives and expectations.
• Operational Excellence: Focused on driving process improvements, cost optimization, and enhancing the efficiency of operations within the financial services sector, ultimately improving service quality and reducing operational costs.
• Team Management & Development: Managed a cross-functional team, developing talent within the organization and fostering a culture of high performance and continuous improvement.
• Service Innovation: Identified opportunities for innovation in service delivery and worked with leadership to implement solutions that added value for both clients and Mphasis.
• Key Achievements:
• Successfully improved service delivery metrics, contributing to enhanced client satisfaction and retention within the financial services domain.
• Streamlined call center operations, resulting in improved first-contact resolution rates and a 20% reduction in customer response times.
• Played a pivotal role in building strong client relationships, which led to an expansion of service offerings and an increase in contract renewals during my tenure.

Jan 1998 – Jan 2002 · 4 yrs · USA & India

• Service Delivery and Transitions

Jan 1995 – Jan 1998 · 3 yrs · Greater Delhi Area

• Retail finance

Jan 1992 – Jan 1995 · 3 yrs · Greater Delhi Area

Jan 1991 – Jan 1992 · 1 yr · New Delhi, Delhi, India

Jan 1988 – Jan 1991 · 3 yrs · Greater Delhi Area