Summary
Overview
Work History
Education
Skills
Websites
Timeline
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SHIRISH MANOJ AGARWAL

SHIRISH MANOJ AGARWAL

Pune

Summary

With over 20 years in consulting and product organizations, I have helped banks and financial institutions unlock new growth, efficiency, and customer value. My work has spanned strategy, process re-engineering, digital/AI transformation, and software product development, consistently delivering measurable business outcomes. I thrive on partnering with clients to solve complex challenges, drive innovation, and generate tangible financial results—whether that means reducing costs, boosting revenues, or launching new digital products. My leadership style is collaborative and pragmatic, always focused on creating lasting value for clients and their customers.

Overview

21
21
years of professional experience

Work History

Principal Consultant

Infosys Consulting
Pune
02.2018 - Current
  • Drove end-to-end strategy and execution for contact center optimization at a leading US regional bank: Facilitated a North Star visioning workshop with senior leadership to crystallize strategic priorities and business objectives. Conducted a comprehensive current state assessment, and then designed a future-ready target operating model that is fully aligned with those objectives. Built a robust business case and crafted a Minimum Viable Product (MVP)-driven roadmap, ultimately leading to the delivery of four high-impact MVPs over 12 months. This initiative improved first-call resolution, reduced agent handle times, and enhanced both customer and agent experiences with improved digital containment, supporting the bank’s expansion to various geographies.
  • Orchestrated and inspired cross-functional teams of up to 15 members: Successfully led the Consumer Banking Process Simplification engagement, delivering the project on time and within budget. By fostering a collaborative environment and clear accountability, we achieved a 20% increase in operational efficiency, and delivered measurable cost savings for the client.
  • Developed and implemented innovative process improvement strategies: Partnered with clients to reimagine and streamline business processes, resulting in a 20% boost in operational efficiency. These changes not only reduced costs, but also freed up staff to focus on higher-value customer interactions, directly impacting customer satisfaction scores.
  • Advised and collaborated with senior executives on digital transformation: Provided strategic guidance to C-suite leaders across industries, helping them navigate complex digital transformation journeys. My recommendations led to revenue growth, improved customer experience, and positioned clients for future innovation and scalability.
  • Engaged business users to deeply understand challenges, and co-create solutions: Built trust with stakeholders by actively listening to their pain points and aligning solutions with their strategic goals, ensuring high adoption rates and impactful business outcomes.
  • Interviewed stakeholders to map current processes and design customer-centric future states: Conducted thorough as-is assessments and worked closely with business teams to develop efficient, customer-driven to-be processes that eliminated bottlenecks and improved service delivery.
  • Applied Service Design and Design Thinking frameworks: Identified key personas, pain points, and opportunities through workshops and research. Created detailed customer journey maps, service blueprints, capability maps, and future-state process flows that served as actionable guides for transformation.
  • Brought industry expertise and thought leadership to every engagement: Advised clients on emerging trends, future operating models, and best-in-class customer journeys. My insights helped clients adopt innovative solutions, such as AI-powered contact centers, which delivered up to $5 million in savings and improved CSAT scores by nearly 10 percentage points.

Sr. Business Consultant

Tech Mahindra
Pune
08.2014 - 02.2018
  • Worked on various business consulting and transformation engagements for banks and financial institutions, especially in the areas of sales, servicing, and lending domains. These engagements were more strategic in nature, where our responsibility was to deliver a 3-5 year business and technology roadmap, along with a strong business case, taking into consideration key business objectives and goals.
  • Worked as a Domain SME and Product Expert for the implementation of the Lending product suite in 10+ projects across various geographies, primarily APAC, the Middle East, and Africa.
  • Developed the Retail and Corporate Lending practice within the BFSI competency, which involved strategizing the ABC pillars. A represents signed alliances with partners to grow the business, B represents building solutions that can be taken to the market, and C represents building a consultative approach for various proactive and reactive engagements.
  • Part of the Digital Taskforce is responsible for conceptualizing and building digitally enabled solution offerings in various areas of banking. I was responsible for coming up with innovative solution ideas that can be monetized and offered to various clients within the lending domain.

Principal Functional Consultant

R Systems International Pvt. Ltd
Pune
09.2007 - 08.2014
  • Served as Product Owner for a lending suite, overseeing the development and delivery of loan originations and debt collections modules for consumer and corporate banking, as well as revenue collections for telecom clients.
  • Developed and championed a clear, inspiring product vision aligned with organizational strategy, continuously refining it based on feedback and market trends.
  • Generated and advocated for innovative product ideas, balancing immediate needs with long-term strategic goals to maximize value for both customers and the organization.
  • Collaborated closely with cross-functional teams—including developers, designers, marketers, and QA—to ensure timely, budget-conscious delivery of high-quality products.
  • Fostered a culture of open communication, encouraging team input, and integrating feedback from stakeholders and development teams into the product backlog.
  • Acted as the primary customer advocate, deeply understanding customer needs, and ensuring they were reflected in product priorities and development.
  • Defined and prioritized product backlog items to deliver maximum value, ensuring the development team had a clear understanding of customer expectations. Defined and communicated strategic decisions on the product roadmap, feature prioritization, and resource allocation, aligning all stakeholders toward common goals.

Sr. Consultant

Capgemini (Erstwhile Kanbay Inc.)
Pune
05.2004 - 09.2007
  • Worked as a functional lead and on-site coordinator for one of the leading banks in the U.S. Was responsible for managing enhancements and testing them as part of multiple quarterly releases for the Vision Plus implementation (credit card transaction processing platform). Of approximately 20 modules that Vision Plus had, I have worked on Credit Decision Management (CDM) - credit application processing and account opening, and Credit Management System (CMS) - account credit processing module, which also handles debit and prepaid card accounts.
  • Collections Tracking Analysis (CTA) - Delinquent accounts collections and tracking module, Letters Tracking System (LTS) - Letter generation module.
  • Handled a team of 20 to 25 members offshore and 5 members onsite. Some of my tasks included estimating the size and scope of the project and presenting it to the client; planning, estimating, and allocating resources for release and non-release projects; creating project status reports for senior executives and sponsors from client teams; and coordinating tasks in an onsite/offshore model.
  • Was instrumental in the successful transition of the client team at offshore (for setting up a captive development center) and designing a working model at their site for offshore.

Education

Masters in Business Administration - General Management

Symbiosis International University
Pune, India
12.2010

Bachelor of Engineering - Computer Science

Pune University
Pune, India
05.2005

Skills

  • Business and strategy consulting: business transformation, digital strategy, and operating model design delivering up to 5% revenue growth and 20-30% cost reduction for banking clients
  • Process re-engineering: service design and design thinking methodologies, driving operational efficiency and cost savings of $5M for large banks
  • Banking domain knowledge: deep expertise in retail and commercial lending, mortgages, consumer banking, leasing, contact center operations, CRM, digital banking, and fintech innovation
  • Customer centricity & experience: Led journey mapping and omni-channel transformation, increasing NPS by over 10 points and reducing complaints by 10 percent
  • Digital and AI-led transformation: Delivered AI and analytics solutions that reduce contact center handling time by up to 30%, reduce loan approval times from days to minutes, and reduce credit losses
  • Product development: Built and launched an end-to-end lending platform, generating over $12M in new revenue streams over a period of 5 years
  • Building assets for growth: developing new offerings that are sellable in the market, writing thought leadership and white papers on the latest industry trends, and building methodologies and frameworks to improve delivery efficiency and consistency
  • Sales and revenue growth: Drove new client pursuits and expanded existing accounts, supported sales teams in large deals across different areas of consulting
  • Stakeholder management: trusted advisor to C-level executives, leading cross-functional teams to deliver on strategic priorities

Websites

Timeline

Principal Consultant

Infosys Consulting
02.2018 - Current

Sr. Business Consultant

Tech Mahindra
08.2014 - 02.2018

Principal Functional Consultant

R Systems International Pvt. Ltd
09.2007 - 08.2014

Sr. Consultant

Capgemini (Erstwhile Kanbay Inc.)
05.2004 - 09.2007

Masters in Business Administration - General Management

Symbiosis International University

Bachelor of Engineering - Computer Science

Pune University

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SHIRISH MANOJ AGARWAL