Jun 2018 – Feb 2026 · 7 yrs 8 mos · Gurugram, Haryana, India · On-site

• Led the global rollout of the Compliance Management Product Ecosystem (3 products) across 19 countries, standardizing infraction governance and strengthening operational accountability across global operations.
• Delivered measurable quarter-over-quarter impact, including a 94% reduction in invalid disconnects, 97% reduction in missed follow-ups, 60% reduction in IT-asset abuse cases, and 167K+ annual hours saved, preventing $315K in concession losses through disciplined benefit tracking.
• Built and deployed an AI-powered Help & Resource Portal (RAG on AWS Bedrock), enabling self-serve access to knowledge from 20 product documents and reducing repetitive support SIMs by 71% (Aug–Oct).
• Drove UX/UI standardization across 7 products, improving usability and process consistency, resulting in 30% fewer user errors and a 25% reduction in support tickets.
• Led the end-to-end delivery of the Hiring Automation Platform, replacing manual workflows with a fully automated, control-driven system that reduced non-requisitioned hiring by 97.8% (4,146 to 90), prevented 312 FTE surplus, delivered $1.6M+ in annual cost savings, achieved 100% process automation, reduced cycle time from weeks to 5 days, eliminated reliance on 19 Network Specialist roles, and consolidated 6+ tools into a single source of truth.
• Led the design, launch, and global scale-up of the Huddle-PKT learning and performance-enablement product; analytics showed associates acknowledging ≥70% of huddles delivered 7% higher quality in 2024 and 9% in 2025.
• Drove data-backed product outcomes, including 7% quality and 11% efficiency improvements through 15+ deep-dive dashboards, identifying 7,000+ high-risk associates via early warning signals, improving CSAT by 5.5% through SLA-compliant concession approval workflows, and achieving 10% quality and 11% efficiency gains through the 1:1 engagement product.