Sriram Shankar

Digital Business Processes, Capability Building, Customer & User Experience | eCommerce, Insuretech, Financial Services | IIM Lucknow & BITS Pilani

Bengaluru Area, India

Summary
FinTech Digital Business & Operations Customer Experience Management eCommerce User Experience

I have 14 Years of experience in the eCommerce, Financial Services and IT/ITES industries. I have been involved in setting up and scaling up India's fastest growing Insuretech organization. I continue to lead organisational efforts and teams tasked with delivering superior Customer Experience, Partner experience, launching new products, Setting up green field operations and Commercialisation of Service offerings. I would be happy to engage on aspects related to scaling up of start up operations, Customer Engagement Strategy & Operations, User Experience, Solution Development, Operating Model Design and Transformation. Industry verticals include Insuretech/Fintech, eCommerce, Banking, Financial Services and Retail. I am an Alumnus of IIM Lucknow and BITS Pilani and have continued to be engaged in campus hiring across levels for the organizations that I have been a part of.

Experience

Head - Institutional and Retail Operations, Customer Experience Strategy, Capability Building at Digit (India's fastest growing Insuretech Start-Up)

Mar 2017 - Present

Part of the initial leadership group – involved in product design, partnerships, pricing, regulatory approvals, technology platform decisions and other aspects of pre-launch readiness Design and execute Digitally driven business processes and customer journeys aimed at ‘simplifying insurance’ across traditional and new-age product lines Set up, scaled and led all functions associated with the delivery of Digit’s brand promise across touchpoints – partnerships, underwriting, claims, customer contact center, partner contact center, finance operations and business intelligence Building organizational capabilities – technology, analytics and talent – to continuously review and improve experience, portfolio profitability and efficiency

Vice President, Head of Customer Experience at Myntra

Aug 2015 - Mar 2017

Refined Myntra’s customer experience principles, strategies and drove cross functional projects to improve Customer Experience across touch-points Led conceptualization, evaluation and implementation of technology led product and service innovations to drive critical usage, repeat rates, net revenues and NPS Managed end to end Operations (700+ resources) with responsibility to improve experience, minimize customer effort and optimize cost per interaction

Vice President, Lead Solution Architect - Banking, Financial Services, Capital Markets and Customer Experience at Genpact

Dec 2009 - Jul 2015

Led Solutions design and Consultative selling globally for Banking, Financial Services and Multi Channel Customer Management (Revenue Base of USD 550 MM) - articulation of bid strategy, engagement approach, transformation roadmap and client value proposition Achieved revenue growth targets along with Business Development teams by developing winning solutions for RFX and consultative selling opportunities Designed and executed capability building initiatives to improve offerings – Diagnostic approaches, Maturity Frameworks, Technology Solutions and Analytics Provided insights to business leadership aggregating analysis and learning from pursuits to enable refinement of go to market strategies and acquisition of capabilities

Enterprise Risk Manager at Wipro

Jul 2008 - Jan 2010

Education

PGDM at IIM Lucknow

Jun 2002 - Mar 2004

B. Pharm at BITS, Pilani

Jul 1998 - May 2002

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