Strategic Project, Operations & Risk Management Leader

📍India | ✉️ [email protected] | 🔗 LinkedIn Profile

💬 Welcome to my professional portfolio — a snapshot of my leadership journey across Amazon, HSBC, and Sulekha.

🧭 About Me

I’m a Strategic Project, Operations, and Risk Management Leader with over 10 years of experience delivering large-scale transformation and operational excellence across Amazon, HSBC, and Sulekha.

I specialize in leading global programs and cross-functional teams of 200+, driving measurable impact through automation, data-driven decision-making, and compliance-focused execution.

My experience spans risk and investigation management, digital transformation, customer operations, and program leadership — combining strategic foresight with hands-on execution.

I’m passionate about building scalable, efficient, and compliant systems that enhance performance, customer trust, and business growth — thriving in fast-paced, innovation-driven environments.

🚀 Key Projects

📊 AHT Target Transformation – Wise KYC Operations

🧩 Overview

Led a data-driven KPI recalibration initiative within Wise KYC Operations to align Video KYC (VKYC) performance expectations with demonstrated operational capability and establish a more meaningful performance management framework.

🔧 Key Contributions

• Analysed 6–9 months of historical AHT performance data, identifying that 95%+ of analysts consistently met the existing 4-minute target.
• Challenged the existing KPI calibration and presented evidence to People Operations, Performance/Calibration, HR, KYC leadership, and global stakeholders.
• Proposed a progressive AHT target reduction from 4 minutes to 2 minutes, supported by a phased glide path to ensure sustainable performance improvement while maintaining operational quality.
• Built cross-functional alignment and secured approval for progressive target recalibration.

🎯 Impact