Ganapathi N S
Bangalore
Summary
Assistant Vice President with experience leading IVR strategy and optimization across 14 global markets in the banking domain. Proven track record of improving self-service fulfilment, delivering 30 FTE savings, and driving customer journey enhancements through data-driven design. Skilled in stakeholder management, global governance, and delivering scalable IVR solutions that improve efficiency, security, and customer experience.
Overview
12
12
years of professional experience
1
1
Certification
Work History
ASSISTANT VICE PRESIDENT
HSBC
Bangalore
07.2025 - Current
Global IVR Strategy & Governance
- Lead centralized IVR design and optimization across 14 global markets, ensuring standardized customer journeys and consistent governance.
- Drive global design consistency and best practices to improve scalability and time-to-market for enhancements.
- Provide ongoing oversight of IVR performance to ensure continuous improvement in customer experience and operational efficiency.
- Manage and mentor a team of IVR designers, overseeing end-to-end call flow design, quality assurance, and timely delivery.
- Ensure high-quality design standards and alignment with business and operational objectives across markets.
- Analyze IVR performance reports and customer interaction trends to identify opportunities to improve containment and self-service fulfilment.
- Partner with regional market teams to recommend call reduction and automation strategies.
- Delivered 30 FTE savings across multiple markets through IVR optimization initiatives.
- Achieved an average 6% increase in IVR fulfilment by simplifying customer journeys and enhancing automation.
- Act as a strategic advisor to business stakeholders, translating new requirements into efficient, scalable IVR solutions.
- Work closely with Business, Operations, and Market teams to align IVR capabilities with customer experience and operational goals.
- Provide data-driven insights and recommendations to support decision-making across markets.
- Played a key role in the design and delivery of a multi-factor authentication IVR solution within a single release.
- Integrated multiple customer authentication methods including:
Voice verification
Voice enrolment
Mobile app approval
SMS OTP - Enhanced customer security while reducing dependency on agent-assisted verification.
SENIOR CONSULTANT
Infosys limited
Bangalore
01.2018 - 06.2025
- Team Lead - AI-Powered Banking IVR Solutions (Internal)
- Team Management & Leadership: Managed a team focused on delivering cutting-edge banking IVR solutions by developing innovative, AI-powered services, leveraging Amazon Web Services (AWS).
- Technical expertise: Hands-on experience with Amazon Connect, AWS Bedrock, Amazon Polly, and AWS Lambda, enabling the creation of robust, scalable IVR solutions.I have written a whitepaper named 'IVR Insight,' which provides a solution to bridge the gap between the business and technical teams in analyzing IVR technical design documents using AI functionalities.
- Stakeholder Collaboration: Gather and analyze business requirements, collaborating closely with stakeholders to ensure alignment with their needs and objectives.
- User-Centric Design: Apply user experience principles to design intuitive, customer-centric IVR call flows that address various customer scenarios, improving the overall user journey.
- System Integration & Optimization: Collaborate with developers and testers to integrate proposed designs into the existing IVR system. Proactively identify and address potential issues, ensuring optimal IVR performance.
- Strategic Development: Assisted in developing strategies to enhance customer satisfaction and align cross-functional team efforts with organizational goals.
- Solution Design: Developed targeted solutions based on client requirements, creating actionable plans that address business issues, and deliver measurable results.
PROGRAM ANALYST
Cognizant Technology Solutions
01.2014 - 11.2017
- Responsible for configuring ODBC connection both in test servers and PROD servers
- Responsible for configuring the Edify subsystems such as NTDLL, TELEPHONYSSO, AgentSSO, COMSSO, DATABASESSO, ImageSSO etc
- Responsible for TTS (Text to Speech) Configuration and SR (Speech recognition) configuration using MRCP (Media resource control protocol) SQL Database Configuration
- Database Configuration & Management (creating and Updating Tables)
- Responsible for creating grammar for Speech Recognition using GRXML
- Responsible for installing certificates in Test and PROD servers
- Monitoring Genesys I driver using Genesys SCI (Solution control interface) where Genesys I driver is the interface between Edify and Genesys
- Responsible for creating Application for TTS and Speech recognition in Edify
- Responsible for creating the different call flow using Edify tool
- Trained on Genesys frame work and routing strategy.
Education
BE - Electronics and Communication
Sai Vidya Institute of Technology
BangaloreSkills
- IVR Strategy & Customer Journey Optimization
- Self-Service Containment & Fulfilment Improvement
- IVR Performance Analytics & Data-Driven Decision Making
- Global Stakeholder Management (Multi-Market Delivery)
- Cost Optimization & FTE Reduction
- IVR Call Flow Design
- SAFe Certified Product Owner/Product Manager 2025
- Amazon Web Service
- Visio and Convergys Pathmaker Proficiency
- Banking IVR flows
- Business Requirements Analysis
- User Experience (UX) Design
- Customer-Centric Solutions
- Problem-Solving and Troubleshooting
- Communication and Interpersonal Skills
- Agile Methodology
- User Story Creation
- User Acceptance Testing
Certification
- Infosys Certified Product Owner
- SAFe Certified Product Owner/Product Manager
Employer Details
- Cognizant Technology Solutions, 01/01/14, 11/30/17
- Infosys Limited, 01/01/18, 06/30/25
- HSBC, 07/01/25, Current
Languages
English
Proficient (C2)
C2
Timeline
ASSISTANT VICE PRESIDENT
HSBC
07.2025 - Current
SENIOR CONSULTANT
Infosys limited
01.2018 - 06.2025
PROGRAM ANALYST
Cognizant Technology Solutions
01.2014 - 11.2017
BE - Electronics and Communication
Sai Vidya Institute of Technology