Tejanand M.N
Bengaluru
Summary
Strategic leader with over 8 years of experience driving AI-powered transformation, customer experience (CX) innovation, and operational excellence. Currently leading Data Science & CX Automation at Go Digit General Insurance, specializing in blending automation, analytics, and design thinking to deliver scalable solutions. Proven track record in managing complex compliance frameworks (IRDAI), leading cross-functional Agile teams, and delivering 100+ automation projects to enhance global service delivery.
Overview
9
9
years of professional experience
3
3
Certifications
Work History
Associate Manager - Project Excellence & CX Automa
Go Digit General Insurance Ltd
Bengaluru, KA
08.2020 - Current
- Product Leadership: Lead the development of AI-powered Avatar Voice Bots for real-time policy narration and customer guidance, enhancing the end-to-end CX.
- Execution & Scalability: Successfully delivered 100+ automation projects, including issuance/renewal workflows and chatbot integrations.
- Risk Mitigation: Managed grievance resolution across government portals, ensuring strict IRDAI compliance and implementing fraud prevention via KVP extraction.+1
- Operational Excellence: Established Jira automation for sprint tracking and designed a continuous improvement framework that yielded 30% efficiency gains.
- Analytics & Performance: Implemented BOT performance tracking and Speech-to-Text call auditing, resulting in a 73% productivity boost within 4 months.+1
- Stakeholder Management: Facilitate workshops and partner with cross-functional leads to prioritize backlogs and align product value with business goals.
Assistant Team Leader
eMart Solutions India Pvt. Ltd
Bengaluru, KA
09.2017 - 07.2019
- Process Improvement: Identified service challenges and drove process enhancements to ensure consistent customer experience across multi-channel operations.
- Program Management: Managed escalations and client communications for ICICI Bank’s loyalty and mortgage commission programs.
Consultant | Sep 2016 – Aug 2017
Enser Communication Pvt. Ltd
Bengaluru, KA
09.2016 - 08.2017
- CRM Operations: Supported service operations for major banking clients (SBI, IDFC, etc.) and managed loyalty programs.
Education
BBA - HR
Sri Jagadguru Renukacharya College
Bengaluru, KA01-2022
MBA - Project Management
Jain University
Bengaluru, KASkills
- Voice bot development
- Automation project delivery
- Risk management
- Jira
- Performance analytics
- Customer experience management
- Cross-functional collaboration
- Process improvement
- CRM operations
Certification
III Licentiate
Accomplishments
• Employer of the Year (2018)
Core Competencies
- Product Strategy & Roadmap: Expert in driving end-to-end product lifecycles, from CX strategy and requirement gathering to roadmap execution.+1
- Risk & Compliance: Specialized in regulatory reporting, fraud prevention through document classification, and government-backed grievance resolution (IRDAI compliance).+3
- Agile Leadership: Proficient in Jira automation, sprint tracking, backlog grooming, and leading Scrum teams to achieve 30% efficiency gains.+1
- Data-Driven Insights: Skilled in leveraging Python, SQL, Tableau, and Power BI to monitor product performance and resource forecasting.+1
- AI & Automation: Extensive experience in deploying AI Voice Bots, WhatsApp API integration, and Speech-to-Text for automated quality assurance.+4
Timeline
Associate Manager - Project Excellence & CX Automa
Go Digit General Insurance Ltd
08.2020 - Current
Assistant Team Leader
eMart Solutions India Pvt. Ltd
09.2017 - 07.2019
Consultant | Sep 2016 – Aug 2017
Enser Communication Pvt. Ltd
09.2016 - 08.2017
BBA - HR
Sri Jagadguru Renukacharya College
MBA - Project Management
Jain University