Kunal Kansra

• Successfully managed HR Tech Apps program plan tracking & risk mitigation during Vistara - Air India merger, achieving 100% on-time performance.
• Created a 200+ page strategy document and closed 8 contracts with 100% timely signatures.
• Supported procurement team with post-merger projections, enabling successful negotiations for 6 HR Tech Apps.
• Automated dependent info updates across 2 HR Tech Apps, reducing employee effort by 50%.
• Improved international employee morale by creating a new entitlement for 500+ AI employees in France.
• Ensured 100% adherence to HR policy for international Staff Duty travel by updating approver level to CXOs.
• Automated SK elements addition to PNR, ensuring seamless lounge access and 0 errors in Must Go Staff Duty travel bookings.
• Provided 100% support for 500+ L2 escalations related to Staff Travel product.
• Achieved technical readiness for on-load and regrade priorities harmonization in Staff Travel product across all Tata Group airlines.
• Responsible for ensuring 100% accurate requirement gathering for 6 HR Tech Apps.
• Successfully implemented SuccessFactors and Payroll tool integration, impacting 3,000+ employees.
• Helped launch crew rostering tool integration with ARMS.

Payments Product:

• Led a team of 2 Program Managers running monthly Engineering Sprints across 5 Tech domains & 14+ TPMs
• Ensuring regular tracking & status updates for 6 critical org charters like Online business, Consumer App & Wallet
• Responsible for monthly Founder-level review preparation with Product Managers highlighting key launches & misses
• Assisted Scan & Pay Product Managers with Sending UPI Lite balance data to CleverTap/UPI BE to run growth campaigns on CT end
• Assisted Product Managers in P2PM-HMS integration for Merchant's bank health
• Assisted Scan & Pay Product Managers in UPI-CC payment instrument priority program to control instrument priority on user payment page

AWS Platform Migration Project:

• Centrally program managed Core Payments Platform migration enabling 12% cost reduction & 10K TPS scaling capability
• Program managed efforts across 15 Product Managers, 9 TPMs & 150+ Tech resources ensuring timely program delivery

Process Improvement Initiatives:

• Instituted audit mechanism in roadmap planning to improve valid submissions by Product Managers from 75% to 95%
• Instituted Prioritization model to incorporate parameters like GMV, Revenue, Strategic score to enable 100% Tech utilization across org
• Set up Ops Risk & Fraud mitigation process with Product & Tech HOD approvals pre-release to ensure loss reduction

Car Buyer Online Experience:

• Set up Warranty, Return and RC Transfer processes from scratch by scoping SOPs along with escalation mechanisms
• Created user journeys for Car Buying online on App & worked with Product Managers to set up automated flows for Warranty, Return & RC Transfer Processes
• Enabled 100% FCR for customer issues providing visibility directly in-app latest status using Zendesk & CleverTap APIs
• Designed NPS map for end-to-end CX journey along with WhatsApp bot integration to seek overall user feedback
• Revamped CX escalation management process by implementing automation to trigger resolution communication to customers over Email & WhatsApp

Responsibilities:

• Program-managed Large Appliances category CX initiatives coordinating across 3 CS sites, 300+ agents
• Acted as bridge between category, product, business & customer operations ensuring on-time launches

IVRS Prompts for CX Awareness:

• Scoped customer workflows for sending IVRS prompts to customer to reduce anxiety related to installation fulfillment
• Successfully reduced YoY CPU by 222 bps leading to annualized savings of ₹18.5 lakh (2.4 million contact reduction)

Contextual Solution Cards on Contact Us Page:

• Worked with CS Product to scope user stories basis CX order state providing contextual solution cards & help next steps
• Prioritized launch with Product team by calculating impact of ₹4 lakh annualized savings (4k annual contact reduction)

Pre-Installation Contacts per Unit (CPU) reduction for LA category:

• Worked with Product to switch to twister DP widget from add-on widget to remove pre-check latency on DP
• Successfully reduced m/m CPU by 8% leading to annualized savings of ₹48 lakh (47.4k annual contact reduction)

Help Chat Bot Product for Installation Flow:

• Scoped user stories & proposed workflow basis order state for chat bot for customers availing installation from Amazon
• Prioritized launch with technical team by calculating impact of ₹36 lakh annualized savings (36k annual contact reduction)

Responsibilities:

• Part of the 9 member launch team of new Fulfillment Center to ensure on-time launch of inbound operations
• Responsible for inbound operations leading a diverse team of 200+ agents in a fast-paced environment

Stow Productivity Improvement (First Pass Yield):

• Analyzed and removed the junk words contributing to Levenstein distance in same/similar filter
• Successfully reduced DPMO from 120k to 55k (WTD) leading to a 54% improvement in productivity

Fraud Analytics Team:

• Devised Fraud capturing strategy for Telecom client reducing operational costs by $1 million
• Automated Bi-monthly Dashboard Reporting process that helped save 200 hours annually

Lead, Campus Training Tool:

• Reinvented erstwhile manual process of Scheduling and Feedback analysis process
• Helped generate insights in training quality using automated analysis saving 18 hours annually