HEMANT KALRA
Head Of Agentic AI Strategy And Delivery
Bengaluru
Summary
AI Strategy executive with 20+ years of experience and a clear throughline: from BPM and RPA foundations at Fidelity International (14 years) through enterprise automation leadership at Ericsson and Axis Bank, to building and leading QualityKiosk's fullstack automation engineering and Agentic AI practice transformation.
Built delivery organizations across India, China, and the UK. Known for translating AI strategy into structures that are commercially viable, technically sound, and operationally repeatable.
The last two years have been focused on making Agentic AI land in production for enterprise clients, not just in pilots.
At QualityKiosk supporting a Engineering team practice Centre of Excellence model, built the commercial framework for Agentic AI delivery, OEM Alliances and led the transformation into an outcome-led, practice-governed delivery model.
Positioned at the intersection of Applied AI delivery, enterprise infrastructure enablement, and engineering practice leadership. Strategic-thinking professional with expertise driving business growth to exceed expectations. Expert in people management and talented coach and mentor. Diligent with proven track record in strategic leadership and organizational growth. Expertly managed large-scale projects, driving significant improvements in operational efficiency. Demonstrated excellence in team leadership and financial oversight. Strategic-thinking professional with expertise driving business growth to exceed expectations. Expert in people management and talented coach and mentor proven track record in strategic leadership and organizational growth. Expertly managed large-scale projects, driving significant improvements in operational efficiency. Demonstrated excellence in team leadership and financial oversight. Experienced with strategic planning, operational management, and team leadership. Utilizes comprehensive business acumen to drive organizational success and foster growth. Track record of implementing effective strategies that enhance productivity and profitability. Senior executive leader with track record of driving strategic initiatives and delivering impactful results. Adept at fostering team collaboration and navigating complex organizational challenges. Skilled in strategic planning, financial management, and operations oversight. Valued for reliability, adaptability, and results-oriented approach.
Overview
21
21
years of professional experience
3
3
Certifications
Work History
Sr Vice President, Agentic AI Strategy & Delivery
QualityKiosk Technologies
04.2025 - Current
- Since April 2025, I have been leading the delivery and Centers of Excellence, as well as the full operating model transformation for Applied AI and full-stack engineering.
- Supporting the practice, the Centre of Excellence model transforms silo work into a unified delivery organization spanning Full Stack Engineering, AI & ML, Agentic AI Engineering, and PM/BA as the supporting responsibilities.
- Built the Agentic AI commercial model from zero, scoping frameworks, pricing principles, delivery standards, technical success function for production multi-agent implementations across BFSI, auto, retail, and insurance sectors.
- AI Platform alliances and joint strategy on GTM approach, and technical delivery model.
- Enabling resource management strategy covering capacity planning, utilization monitoring, bench management, and hiring trigger protocols across all delivery units.
- Owning the Talent build strategy for the AI practices, role profiles, technical assessment criteria, TA enablement, and accountable for capacity forecasting and hiring triggers.
- Built the internal AI capability program targeting an 80% internal teams' deployment readiness standards.
- Enhanced company performance by implementing new strategies and streamlining operations.
- Developed measurement tools, dashboards, and reports to track metrics on adoption and effectiveness of initiatives.
- Influenced organizational change initiatives that resulted in significant improvements in workplace efficiency and employee satisfaction.
- Established a culture of continuous improvement, leading by example to drive operational excellence across the organization.
- Championed innovation by encouraging cross-functional teams to pursue creative solutions to complex challenges.
- Secured vital partnerships with industry leaders, enhancing company reputation and expanding market reach.
- Developed and executed strategic initiatives to drive business growth, resulting in higher revenues and market share expansion.
- Implemented and developed operational standards, policies and procedures.
- Managed financial, operational and human resources to optimize business performance.
- Maintained P&L and shouldered corporate fiscal responsibility.
- Created succession plans to provide continuity of operations during leadership transitions.
Senior Vice President
Quality Kiosk Technologies Pvt.Ltd
09.2021 - 03.2025
- Accountable for recognizing leadership excellence and strategic vision in managing the Intelligent Automation business unit.
- Oversee the profit and loss management of the unit.
- Spearheading efforts to secure new business and maintain high retention rates.
- Active contribution to inn sales and pre-sales, leading initiatives to expand the client base, and deepen existing relationships through strategic service offerings and outstanding client engagement.
- Lead a diverse team of RPA and Cognitive Automation Developers, Business Analysts, Architects, and Project Managers.
- Drive the maturity of the Center of Excellence for Intelligent Automation by developing and refining processes, introducing cutting-edge offerings like Microsoft Power Platform, process mining technologies, and AI-enabled bot operations.
- Spearhead the integration of cognitive automation solutions into client projects, enhancing service delivery and operational efficiency.
- Initiated key strategies for the launch and growth of the Intelligent Automation unit, laying the groundwork for scalable success. Established robust processes for project delivery and client engagement, setting a high standard for operational excellence and client satisfaction.
- Restructured departments for increased efficiency, optimizing resource allocation and improving communication between teams.
- Influenced organizational change initiatives that resulted in significant improvements in workplace efficiency and employee satisfaction.
- Strengthened relationships with key stakeholders, fostering trust and collaboration across the organization.
- Championed innovation by encouraging cross-functional teams to pursue creative solutions to complex challenges.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Managed financial, operational and human resources to optimize business performance.
- Directed technological improvements, reducing waste and business bottlenecks.
- Created succession plans to provide continuity of operations during leadership transitions.
Vice President — Intelligent Automation
Axis Bank
09.2020 - 03.2023
- Recruited to lead the group-wide intelligent automation strategy.
- Spearheaded the extended operations automation roadmap for the bank, delivering measurable improvements in customer experience, operational resiliency, and cost performance across retail banking and operations.
- Designed and executed the strategic roadmap for intelligent automation across the Axis Bank Group, establishing governance, delivery model, and a Centre of Excellence with end-to-end AI, RPA, OCR, and NLP capabilities.
- Identified, designed, and delivered high-impact automation initiatives (RPA, AI, OCR, NLP) that directly generated quantifiable business value, built internal capability, and reduced vendor dependency across business units.
- Created and scaled the Intelligent Automation CoE, responsible for surfacing, validating, and supporting automation initiatives across the group, with a structured governance and competency development model.
- India's third-largest private sector bank.
Head of Automation & Tools — Managed Services Networks
Ericsson Global
02.2019 - 09.2020
- Led automation and tools strategy across managed services network operations worldwide.
- Owned solution design for the Automation & Tools Group — people, competence, tools strategy, governance, and architecture across global locations for Ericsson's managed service networks.
- Defined and executed the Operate Tools and Automation Strategy — achieving cost-saving and performance improvement targets across managed network operations at scale.
- Established the Automation Management Board and Centre of Excellence — governance structure for selecting, prioritising, and delivering automation initiatives aligned to the BMAS strategy roadmap.
- Drove Agile and DevOps adoption across the global Q&OE Automation organisation — building a high-performance culture and future-readiness capability for scale.
- Global telecommunications leader.
Associate Director → BPM Process Analyst
Fidelity International
03.2005 - 01.2019
- 14-year progression from BPM Process Analyst to Associate Director leading global intelligent automation strategy across UK, India, and China.
- Associate Director — Design Authority, Intelligent Automation Apr 2018 – Jan 2019: Defined IA Tools Strategy, Governance, and Design across UK, India, and China — overseeing the intelligent automation platform and delivery capability for a global financial services firm with complex regulatory requirements.
- Led Agile Robotics Development Teams across geographies; validated solutions, designed delivery models, and built the automation strategy for global operations.
- Associate Director — Head of Global Process Solutions, India & China Aug 2016 – Apr 2018: Led Programme and Change Management across BPM workflows and RPA for India and China — established best practices across three global locations; set up and scaled the RPA & BPM Group in China.
- Mentored a team of 30 across India and China — owned people development, growth planning, and technical delivery standards.
- Senior Manager — Delivery, Global Process Solutions Jul 2013 – Jul 2016: Defined RPA value propositions and solution scope with clients; led delivery of workflow and RPA projects with full technical accountability and P&L ownership at engagement level.
- Built compelling business cases for automation investments — quantified savings, implementation cost estimates, and run-cost models in partnership with Operations Solution Architects.
- Earlier Fidelity career (Mar 2005 – Jun 2013): BPM Process Analyst → Delivery Manager, Workflow — 8 years of progressive delivery and process leadership building the foundation of automation programme management.
- One of the world's largest asset management firms.
Education
Post Graduate - Footwear Technology
FDDI
Noida01-2002
Skills
Technology integration expertise
Efficiency analysis and implementation
Execution of strategic initiatives
Strategic leadership
Revenue generation
Strategic partnership development
Operational excellence
Customer support
Policies and procedures
Marketing expertise
Strategic planning
Documentation and reporting
Collaborative communication
Solution innovation
Client relationship management
Revenue growth
Flexible in dynamic environments
Certification
PRINCE2 Practitioner
Executive Profile
AI Strategy executive with 20+ years of experience and a clear throughline: from BPM and RPA foundations at Fidelity International (14 years) through enterprise automation leadership at Ericsson and Axis Bank, to building and leading QualityKiosk's full AI practice transformation.
Built delivery organizations across India, China, and the UK. Known for translating AI strategy into structures that are commercially viable, technically sound, and operationally repeatable.
The last two years have been focused on making Agentic AI land in production for enterprise clients, not just in pilots.
At QualityKiosk supporting a Engineering team practice Centre of Excellence model, built the commercial framework for Agentic AI delivery, OEM Alliances and led the transformation into an outcome-led, practice-governed delivery model.
Positioned at the intersection of Applied AI delivery, enterprise infrastructure enablement, and engineering practice leadership.
Timeline
Sr Vice President, Agentic AI Strategy & Delivery
QualityKiosk Technologies
04.2025 - Current
Senior Vice President
Quality Kiosk Technologies Pvt.Ltd
09.2021 - 03.2025
Vice President — Intelligent Automation
Axis Bank
09.2020 - 03.2023
Head of Automation & Tools — Managed Services Networks
Ericsson Global
02.2019 - 09.2020
Associate Director → BPM Process Analyst
Fidelity International
03.2005 - 01.2019
Post Graduate - Footwear Technology
FDDI