---
title: "Adhnan Junaidh - Manager- Business Excellence in Bengaluru | Tal"
description: "Meet Adhnan Junaidh, Driving Strategy, Growth & Customer Success | Project Management & Operational/Process Excellence | Program Manager- Business Excellence @ Tata Play based in Bengaluru. AI stack includes claude code, claude, and codex."
image: "https://tal.club/meet/adhnan-junaidh/share-image"
---

# Adhnan Junaidh on Tal

## Headline

Driving Strategy, Growth & Customer Success \| Project Management & Operational/Process Excellence \| Program Manager\- Business Excellence @ Tata Play

## About

Ops strategist meets product thinker—I design AI\-driven systems that cut chaos, elevate experience, and make support feel effortless\. My toolkit: LLMs, NLP, automation, and a bias for building bots that actually think\. I turn broken workflows into intelligent, scalable journeys; write PRDs that move teams; and create processes that never ask the same question twice\. Strategy, excellence, and GenAI\-led execution—that’s my lane\. If it can be automated or given a brain, I’m already sketching v2\.

## Location

Bengaluru

## AI stack

claude code

claude

codex

elevenlabs

hugging face

## Work experience

Manager\- Business Excellence at Tata Play Ltd, Oct 2024 \- Present · 2 yrs, Bengaluru, Karnataka, India

Program Manager at Onsurity, May 2022 \- Sep 2024 · 2 yrs 5 mos, Bengaluru, Karnataka, India, \-Claims Support Process Formalization: Developed and implemented a structured claims support process\. \-CSAT and NPS Improvement: Designed strategies to enhance customer satisfaction and net promoter score across products\. \-Automation of Endorsement Process: Managed automation and API integration for the endorsement process\. \-Recon Automation for Payments: Automated payment reconciliation and enabled auto\-refunds\. \-UPI Autodebits Integration: Implemented UPI autodebits as an alternative to credit card auto payments\. \-Claims Processing Automation: Utilized OCR technology to automate claims processing\. \-Leadership and Development: Led the launch of IVR and WhatsApp BOT for 650K users, automating queries and reducing low\-interaction queries by 50%\. Fostered a high\-performance, collaborative team culture\. \-Strategic Oversight: Developed and managed project plans, timelines, and budgets\. Provided strategic insights, partnering with product, marketing, and technology teams to shape customer support strategies\. \-Operational Excellence: Managed CRM automation to ensure adherence to performance metrics\. Conducted quality audits and implemented operational improvements for the customer success team\. \-Knowledge Management: Created SOPs and guidelines, ensuring efficient processes across departments and consistent performance management\. \-Team Management: Managed team performance, ensured metric adherence, and promoted motivation through training and mentoring\. \-Stakeholder Relationship Management: Collaborated with product, marketing, and technology teams, authoring PRDs and BRDs to address and resolve key issues\. \-Quality Management: Conducted regular audits, provided feedback, and rolled out product knowledge sessions\. Analyzed DSAT to identify areas for improvement\. \-Customer Success & Escalation Management: Handled key clients and escalations, resolving disputes and maximizing upsell/cross\-sell opportunities\.

Customer Success Operations at CRED, May 2021 \- May 2022 · 1 yr 1 mo, Bengaluru, Karnataka, India, \-Spearheaded customer relationship management across social media platforms \(Facebook, Twitter, Instagram, LinkedIn\)\. \-Ensured first response TAT of under 3 minutes, significantly enhancing customer engagement and satisfaction\. \-Led training sessions for onboarding new team members and conducting refresher courses to improve productivity and accuracy\. \-Integrated a new CRM tool to streamline social media management processes\. \-Executed the ORM plan in close coordination with the marketing team\. \-Monitored key metrics and published daily, weekly, monthly, and quarterly performance reports\. \-Conducted weekly and monthly reviews on performance and challenges\. \-Published stack rankings to assess and drive team performance\.

Escalation Manager at NestAway Technologies Pvt Ltd, Aug 2019 \- Apr 2021 · 1 yr 9 mos, Bengaluru, Karnataka, India, \-Handled social media escalations, ensuring timely resolution of critical issues affecting the company's online presence\. \-Managed investor escalations by directly coordinating with stakeholders to address high\-priority concerns\. \-Actively dealt with boiling queries, handling sensitive and urgent customer issues with efficiency\. \-Recognized as a high\-performing individual, consistently meeting and exceeding performance targets while leading the team to deliver exceptional results\.

[View the original profile](https://tal.club/meet/adhnan-junaidh)

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