Headline

Operations Leader | Team Scaling | Process Optimization | AI-Assisted Ops | Revenue Retention | Sales Operations

About

I built operations from zero. At Ditto Insurance (by Finshots), I joined as the founding operations hire and have since scaled the function from a single-person setup to a 70+ member team spanning customer acquisition, renewals, and claims — holding roles across Operations, Founder's Office, and now AVP Operations. Along the way, I've owned things most ops leaders don't get to touch early: working directly alongside founders on strategic decisions, building the entire ops infrastructure from scratch (SOPs, team structures, KPI frameworks, governance cadences), and leading re-engineering initiatives that have delivered real business outcomes. A few things I'm proud of: - Managed a ~$1.8M recurring revenue portfolio to 90%+ monthly retention in FY 2023–24 - Cut average support resolution time from 20 to 10 days by diagnosing root causes and negotiating protocol changes with third-party partners - Reduced monthly escalation volume by 70% (from 20 to 6) through a structured escalation matrix and resolution playbook - Built AI-assisted tooling (Claude, ChatGPT, n8n) to automate dashboards, ticket routing, and workforce planning, replacing manual effort across the ops function I thrive at the intersection of strategy and execution - whether that's building operating models, owning P&L metrics, enabling cross-functional decisions, or scaling teams in high-growth environments.

Location

Greater Bengaluru Area

AI stack

claude code

claude

n8n

openai

Work experience

Associate Vice President Operations at Ditto Insurance, Jun 2023 - Present · 3 yrs 4 mos, Bengaluru, Joined as the founding operations hire and progressed to AVP after holding roles across Operations and the Founder's Office. Currently lead Health Ops across New Business, Renewals, and Claims — managing a 70+ member team through vertical leads. 1. Operating Model & Scaling: Built the full operations infrastructure from scratch — SOPs, onboarding programmes, team structure, governance cadences, quality frameworks, and performance management systems — scaling from a single-person operation to a 70+ member team. 2. AI Tooling & Automation: Built a Claude + App Script-automated inbound call dashboard replacing manual tracking, delivering real-time visibility into call volumes, missed-call rates, and wait-time distribution. Deployed an n8n automation agent that consolidates open tickets ageing beyond 15 days and routes daily digests to team leads, eliminating escalation slip-through. Introduced Claude and ChatGPT across the ops team for communications, data analysis, and research workflows. 3. Workforce Planning: Built a Claude-assisted predictive capacity dashboard modelling active customer volumes, projected MoM growth, and support request frequency — enabling data-driven hiring plans and preventing reactive over-staffing. 4. Financial & Retention Outcomes: Managed a ~$1.8M recurring revenue portfolio to 90%+ monthly retention in FY 2023–24. Designed data-driven re-engagement initiatives that reduced customer churn by 20%. Tracked subscription revenue, new customer revenue, cost per customer, and operational cost ratio — producing regular performance reports for founder review. 5. Process Improvement: Diagnosed support request processing delays and negotiated a protocol waiver with third-party partners, halving average resolution time from 20 to 10 days. Built a parallel escalation matrix and resolution playbook, reducing monthly escalation volume by 70% (from 20 to 6).

Operations Manager - Founder's Office at Ditto Insurance, Jun 2022 - Jun 2023 · 1 yr 1 mo, Bengaluru, Held a dual mandate — providing direct decision support to the founding team while independently managing the Renewals vertical. 1. Maintained 90%+ renewal rate while setting up and standardising the renewals process end-to-end 2. Handled 100+ claims, ensuring timely resolution and strong customer support outcomes 3. Worked directly with founders on operational strategy, reporting, and cross-functional problem-solving 4. Managed and mentored a small team, improving process adherence and individual performance

Operations Executive at Ditto Insurance, Jun 2021 - Jun 2022 · 1 yr 1 mo, Bengaluru, Joined as the company's first operations hire at an early-stage startup. 1. Set up foundational processes for New Business operations from zero 2. Managed end-to-end policy issuance, ensuring accuracy and adherence to defined TATs 3. Learned and streamlined insurer workflows, improving efficiency in new business issuance 4. Built initial workflows and coordination structures with insurers and internal teams as the function scaled

Business Development and Operations Head at Personal Guru (Tecuto Education Solutions Pvt. Ltd.), Feb 2020 - Apr 2021 · 1 yr 3 mos, Guwahati, Assam, At Personal Guru, we are committed to provide personalized assistance to students. Whether you want career guidance, personal mentor, coaching for NEET/JEE, home tuition, Personal Guru is always with you.

Head of Business Development at Personal Guru (Tecuto Education Solutions Pvt. Ltd.), Feb 2020 - Apr 2021 · 1 yr 3 mos, Managed end-to-end daily operations for offline coaching centres and home tutoring services for JEE and NEET aspirants, streamlining scheduling, tutor assignment and service delivery. Drove business development to grow student enrolments and expand the tutor network across service areas.

Education

Bachelor’s Degree, Civil Engineering, National Institute of Technology Silchar

High School, Science stream, Assam Rifles Nodal School