ANUSHA GANGASANI

Strategic Program Leadership:

• Developed and executed a strategic roadmap to enhance customer experience through fraud reporting, resolution, and prevention initiatives, meticulously aligning with business, quality, and functional objectives. Integrated KPIs and metrics to track effectiveness and ensure continuous improvement.
• Led global market analysis, synthesized key insights, and defined roadmap ensuring rigorous regulatory compliance. Developed actionable solutions enhancing customer experience and reducing fraud losses significantly.
• Served as the primary liaison, providing regular updates to stakeholders, fostering and maintaining strong relationships, and ensuring meticulous program execution.
• Effectively communicated product vision, roadmap, and release schedule to partner teams, overseeing the end-to-end deliverable launch. Developed dashboards to provide stakeholders with comprehensive visibility into project metrics.

Operational Excellence and Impact:

• Implemented innovative fraud salvage process, achieving significant cost savings (INR 800k in 3 months).
• Collaborated cross-functionally to conduct in-depth root cause analysis, developing robust solutions that achieved a significant 30% reduction in account takeover frauds.
• Orchestrated cross-functional team collaboration to swiftly block fraudulent websites within 3 days of customer reports, demonstrating agility and customer-focused action.
• Designed and implemented data-driven fraud marketing campaigns, leveraging insights from a streamlined data pipeline setup to effectively boost customer awareness.

Strategic Product Ownership:

• Demonstrated exemplary Product Owner leadership with a meticulous approach to defining requirements, outlining specifications, and translating them into clear user stories and acceptance criteria.
• Orchestrated the execution of a robust product roadmap, emphasizing critical omnichannel capabilities including Ship from Store, Pickup Dropoff, and Marketplace integrations.
• Collaborated effectively with global stakeholders across 5 markets to drive project execution and innovate solutions for optimizing customer experience.
• Led the decomposition of user stories for technical teams, defining scope and prioritization, and providing expert guidance throughout project delivery. Acted as the primary technical point of contact, ensuring seamless communication and effective problem resolution across partner teams.
• Led cross-functional teams to ensure timely deliverables aligned with strategic objectives, provided robust post go-live support for launched features and enabled comprehensive dashboards for stakeholder visibility of metrics.

Operational Efficiency and Impact:

• Launched Digital Returns Initiative, achieving a 20% reduction in customer return tickets, delivering £0.4M in annual savings through strategic implementation in EU markets.
• Implemented Onboarding Process for new delivery services and logistics partners, significantly reducing operational delays.
• Spearheaded initiatives resulting in a 25% reduction in delivery time by implementing streamlined data and process flow solutions, elevating operational efficiency and customer satisfaction.

Solutions focused techno-functional SAP consultant with 5 years of expertise in strategizing and implementing data migrations and digital transformation for global firms,leveraging RPA & SQL to manage complex projects across domains

Program leadership:

• Maintained high-quality data in a labeling project for a FORTUNE 500 FMCG client, collaborating with 10+ stakeholders across countries for data quality and validation mechanisms.
• Developed a data strategy roadmap for the foods & refreshment vertical, ensuring the maintenance of 3.3 million data components with optimal quality.
• Designed and implemented technical solutions aligned with business goals, utilizing the latest technologies for end-to-end project delivery.

Innovative Process Optimization:

Conceptualized and implemented cost-saving initiatives:

• Developed an anomaly detection system saving INR 10M by detecting anomalies early in the process.
• Implemented proactive monitoring and automated solutions, reducing incoming issues by 30% and streamlined issue resolution processes through SOP revision, slashing troubleshooting time by 75% (from 4 hours to 1 hour).
• Identified and launched automated proactive monitoring using RPA, achieving a 60% FTE reduction (from 10 to 4), saving approximately INR 6 million.
• Implemented a hybrid SAP SOLMAN and Robotics model, reducing RPA runs from 24 to 4 daily (83% reduction) and saving process monitoring costs by 60%, thereby optimizing efficiency.
• Designed processes using NLP and historical trends to reduce average ticket resolution time by 10%.
• Conducted detailed cross-functional technical impact analysis, designing automated processes that saved INR 8M by reducing FTE from 6 to 2.

People Management Leadership:

• Led a 12-member cross-functional team for SAP PLM data operations, optimizing processes through automation and ensuring daily operational efficiency.
• Mentored and trained 6 new joiners, delivering comprehensive training programs and building a centralized knowledge repository that reduced training time by 30%.