Ashish Gupta

** ******** **** adgoxi@r.postjobfree.com

Wharton, NJ 07885 973-***-****

Customer Success, Relationship management and Sales experience: Maintained, grew and built relationships with top clients to drive top-line growth in Deloitte ($ sold: 20MM, $ managed: $50M), Bank of America/ MetLife ($ revenue enablement: $400MM) . Responsible for Client service functions like onboarding, implementation, customer profitability and renewals

Customer Design and Digital transformation capabilities: Extensive expertise on customer co creation, design thinking processes and journeys creation, establishing Voice of customer programs, TNPS CSSAT processes, new product launch, International expansion and cost reduction using digital capabilities like AI, Robotics, Mobile, and data analytics

Digital Innovation and Industry Recognition: Winner of 10+ cross industry awards (BTOE, Insurance Nexus etc.) on customer experience digitalization, SaaS, analytics, robotics and deployment of AI based solutions for Service, UW and Claims in Insurance and in algorithmic trading and omni channel redesign for banking

Operational Excellence: Proven leadership at leading global transformation teams with ~2000+ direct / indirect responsibility of staff across sales, account service, claims, clinical- medical, products and digital capabilities deployment to deliver cost reduction and top line growth

Top Performer recognition: Recognized as high performer/potential individual, rated in the top 10% performance category for 15 annual performance reviews in MetLife, Bank of America, and Deloitte.

01/09 – Present Met life (VP : Head of Customer Succèss and Business transformation)

Select Global Expériences

US Group Disability Sales/ Service Business Transformation (~$3B business): Led a team of ~1000+ staff and investment of ~$400M to redesign Disability business from sales, service, product, pricing to claims and call center operations. Created strategy, operating model design and business case to get board approval to increase market share from 10% to 15%. Worked with distribution leaders on market strategy, product, and capabilities roadmap to create incremental ~$500M PFO Sales plan including build out of ~200+ Clinical resources focused on behavioral, mental, and vocational assessments. Led teams in service, products, technology, and operations to create new capabilities for customer journey digitalization on web, mobile service channels. Created Industry first disability claims capabilities like “One Day Decision” to reduce approval times from 15 days to 15 minutes, invested in next generation AI Machine learning enabled data analytics to roll out ~50+ analytical models to help understand customer profitability, churn rates, pricing elasticities and improve claims accuracy. Outcomes delivered so far are ~$200M in incremental run rate earnings, TNPS scores increase from mid-20s to mid-50s and revenue increase by 15% while reducing unit costs by 10%

US Group Regional Market Customer Service redesign (~$7B business): Led redesign of sales and service model for a staff of ~500+ customer success staff including Sales Accounts Executive and service professionals, Led investments of $50M to deploy new sales and account management operating model reducing number of servicing contacts by 75% improving turnaround times by 10%, while reducing escalation volumes by 75%, and improving Net Promoter Score by 17 points. Deployed digital onboarding experience for clients driving 80% adoption and ~15% improvements in TAT ; Deployed automated billing reconciliation with goal of reducing kickouts by ~50%; Completed Billing cleanup efforts capturing $10M in outstanding premium and reducing premium owed over 90 days from 23% of premium to <3%

Digital Agency and New Business Sales transformation (Mexico, Gulf, Chile: ~$2B Business)

Created 100+ customer and agents journeys to sharpen product (Health, Protection, Retirement) and service value propositions. Defined end to end operating model including restructuring of sales management practices, agents compensation and associated KPIs and building out new digital engagement and skilling program. Rolled out new technologies like Mobile Apps, Chatbots, Salesforce.com and advanced data analytics/ machine learning to drive straight through processing for new applications and deliver UW and Pricing improvements. Successful execution of programs resulted into incremental revenues of ~$100M, increased persistency/renewals by 500 basis points and Operating expenses reduction of ~$25M while delivering customer and agent TNPS improvements of +20 pts over three years.

Japan Agency Sales and Service Redesign: Led target operating model design of Japan S&D organization (~$2.3B in Sales and ~$0.7B in expenses) to drive top-line 7% PFO growth, persistency/renewals improvement of 300 bps and reduce fixed expenses growth rate by 50%. Drove span of control analysis (~80 FTE opportunity), Core vs. non-core capabilities assessment to identify shared services opportunities (~ 250 FTE), identified opportunities to improve NPS score by 20-30 points by executing on top three customer dissatisfiers, defined closed loop voice of customer program, created customer journey maps/personas, customer profitability models to get team focus on creating target client experience for segments that drive 70% of profits.

Merger and Acquisitions (US and Global) : Key Due-diligence and integration leader for acquisitions ranging from ~$50M (Pet, Legal) to ~$16B (Alico Global). Ran cross functional teams on Strategy, Financial modeling and operational due diligence to help create synergies projections and future operating model, organizational structure for combined entities. Identified a cumulative ~$100M of cost synergies above investment thesis through consolidation of offices, products portfolio and supporting distribution and operations team. Over ~80% of the higher cost synergy targets baked within first two years of the deal - ran significant portion of integration PMO to deliver to the financials and market targets.

06/05 – 12/08 Bank of America (Senior Vice President: Business Planning and Strategy Development)

Revenue Generation and Customer Enablement (US)

Partnered with MIT Media lab and Bank‘s Innovation portfolio team to explore ways to provide a interactive customer experience through new visual enhancements and customer identification technology that integrated across bank’s multiple channels. New integrated customer experiences (from branches to mobile phones) lead to a jump in customer satisfaction scores by 25% in the first year.

Established an award winning new business model to generate over 1.2 mm new customers and projected over $1 bb in revenue for Bank of America Small Business Banking. Performed competitor/industry analysis, customer segmentation and recruited customers to help launch Bank of America’s successful Small Business Online Community. Website won the 2009 Monarch Innovation Award for "Most Innovative Customer Service Enablement".

Managed the Global Equities New Products team responsible for defining the strategy for delivering the #1 ranked US algorithmic trading platforms, according to Institutional Investors Alpha Magazine (2008). Established a global expansion strategy for the Global Equities Electronic Trading Services division with detailed cost models, capital investment projections and annual revenue growth forecasts of over $200 mm.

Savings Efficiency Programs (India/Philippines)

Program managed a cross functional team to create Operations global outsourcing plans for Middle and Back office to support Operations expense reduction target of more than $50MM. Led teams to conduct Operations cost benchmarking analysis, short-listing products/process areas that can be outsourced to vendors/captive site in emerging countries and helped set up Operations outsourcing program management office to create roadmap and run large scale transition initiatives involving approximately 2000 FTE.

Strategy planning for Technology and Operations

Led IT& Operations strategic planning process for Capital markets/Commercial banking ($800 MM spend). Created IT strategies (influenced by industry trends and business priorities), aligned spend with business/enterprise strategies, created Business-IT governance approach, and established organization’s vision/goal and key performance indicators. New processes increased transparency/accountability, reduced portfolio spend by $ 40 MM, increased organizational effectiveness by redesigning IT delivery organization through shared services creation and increased success rate of strategic initiatives by more than 25%.

07/01 – 06/05 Deloitte Consulting (Sr Manager: Corporate Strategy and Operations): New York/ London

Growth Strategy

Expansion strategy for a market-making firm via entry into high-growth adjacent electronic trading markets. Plan resulted in a >200% stock increase within 1 year

International expansion and ETF strategy for one of the largest mutual fund companies including product design, distribution partners, sales strategy, and organizational requirements. Client entered 3 new countries

Acquisition Evaluation

Identified $300M+ of synergies for a $7B+ acquisition of a life insurance company

Lead over 20 acquisition evaluations of financial service firms for top-tier Private Equity firms and financial service companies

Merger Integration and Program Management

Project lead of an 80-person multinational team coordinating the merger integration of two asset management firms including redesigning investment and risk management processes, integrating technology and back office, and rationalizing products

Project lead coordinating the pre-merger integration planning of a $2.1B insurance broker acquisition. Identified $40M of additional cost synergies above investment thesis. Over 95% of the higher cost synergy target banked within 2-years

New Product Development

Strategy and next generation trading approach to turn a nascent ECN trading platform to one of the largest US cash equities trading venues

New product business plan and go-to-market strategy for a back-office capital markets services provider expected to generate >$60M annually

12/98 – 5/00 Kurt Solomon Associates (Consultant)

Advised clients in financial services to formulate Internet and e-commerce Strategy and execution game plan.

6/96 – 11/98 NIIT Ltd (Senior Associate)

Developed web based training software for Microsoft and Reuters.

EDUCATION

Carnegie Mellon University, Pittsburgh

2001 Masters in Business Administration/Masters in Computer Sciences (Dual degrees). GPA: 3.9

National Institute of Engineering (India)

1996 BS, Computer Science Engineering (Top 1%)

Certifications: Six sigma Black Belt and PMP

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