SARANSH MISHRA
Mumbai
Summary
Digital and Organizational Change Transformation professional with 4+ years of experience across telecom and banking, delivering workforce transformation, process optimization, and operational excellence initiatives. Proven expertise in organizational change, workforce enablement, learning and knowledge management, stakeholder collaboration, and digital adoption. Skilled in Azure DevOps, process mapping, data analytics, governance, and AI-enabled solutions to drive sustainable business transformation and continuous improvement across organization
Overview
4
4
years of professional experience
Work History
Manager-Digital and Workforce Transformation
Reliance Jio
Mumbai
03.2024 - Current
- Spearheaded organizational change in telecom sector, enhancing customer onboarding experience across 28 states.
- Implemented new customer onboarding processes, streamlining adoption and operational models.
- Collaborated with cross-functional teams and partners to successfully execute large-scale onboarding initiatives.
- Achieved 99% SLA compliance through improved operational processes in telecom customer services.
- Drove digital transformation by engaging stakeholders and crafting targeted communication plans.
- Coordinated training programs to enhance integration and engagement of employees.
- Identified areas for improvement in onboarding process through ongoing performance monitoring.
- Developed educational content for jio.com and YouTube, promoting digital self-service channels.
Deputy Manager – Digital Transformation and OCM
Axis Bank
Mumbai
07.2022 - 03.2024
- Led customer-centricity initiative, transforming culture and processes to foster a more customer-focused operating model.
- Performed root cause analysis on 500+ complaints, translating findings into targeted customer experience enhancements.
- Analyzed customer escalations and complaint trends to pinpoint process improvements, enhancing overall customer experience.
- Developed executive dashboards and summaries to support leadership in prioritizing strategic changes.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
Education
MBA - Retail Management
K J Somaiya Institute of Management
Mumbai01-2022
B.E. - Mechanical Engineering
Oriental Institute
Bhopal01-2018
Skills
- Change management
- Stakeholder Engagement
- Process automation
- Digital transformation
- Project Coordination
- Data Analysis & MIS Dashboards
- Impact Change assessment
- Customer onboarding tools
- Cross-Functional Team Leadership
- Customer strategy
- Customer communication strategies
- Training and development programs
Languages
- English
- Hindi
Timeline
Manager-Digital and Workforce Transformation
Reliance Jio
03.2024 - Current
Deputy Manager – Digital Transformation and OCM
Axis Bank
07.2022 - 03.2024
MBA - Retail Management
K J Somaiya Institute of Management
B.E. - Mechanical Engineering
Oriental Institute