Engineering Success: Digital Transformation, Leadership, and the Passion for Growth
In my over 2 decades of professional experience, I have had the privilege of leading transformative digital initiatives across the BFSI sector. My journey, marked by innovation and strategic leadership, has taken me through roles of increasing responsibility—from engineering and project management to digital transformation and technology leadership. Currently, as Vice President - IT (Head of Digital Applications & Engineering) at Reliance Nippon Life Insurance, I continue to shape the digital landscape, driving impactful solutions that enhance business outcomes and customer experience.
Early Career: Building a Strong Foundation
After working as a freelancer and taking on a few technical support roles, my professional career truly began with Infosys Technologies Ltd. as a Software Engineer, working on the Finacle Core Banking Solution. This foundational phase honed my technical skills and gave me valuable insights into core banking processes and client interactions. The experience of handling bug tracking, maintenance, and client support not only strengthened my technical proficiency but also instilled the importance of precision and accountability. Working in the maintenance team gave me the opportunity to learn the various dimensions of the core banking domain.
Learning: Early roles are crucial for building a strong foundation of technical skills and problem-solving abilities. Embrace challenges as learning opportunities and be meticulous in delivering quality outcomes. In a maintenance team, solving problems often requires thinking outside the box and exploring multiple approaches.
Innovating and Leading at Newgen and Sun Life
At Newgen Software Technologies, I ventured into a new product line within the Customer Communication System. Implementing it for the first few clients independently was a transformative experience that gave me the confidence to handle client interactions and deliver end-to-end solutions. Later, I embraced the challenge of working with new-age technology and mobile app development, establishing a fully functional Mobility Center of Excellence (COE) that delivered innovative mobile solutions and established best practices for digital implementations. My role as Project Leader involved guiding teams through product development and customer-specific customizations.
Transitioning to Sun Life Financials as a Delivery/Project Manager, I led mobile deliveries across Asia, implementing best practices and ensuring security compliance. I also successfully established a new web development team, leading the WEM/CMS Delivery Team to enhance corporate websites while maintaining strong operational governance.
Learning: Leadership is not just about delivering projects; it’s about fostering innovation and setting up frameworks that ensure sustainability and adaptability. Stay agile and continuously experiment to discover better solutions.
Driving Digital Transformation at Aviva Life Insurance
One of the most significant phases of my journey was leading digital transformation at Aviva Life Insurance as Vice President – IT (Head Digital Applications). I spearheaded the transition of 95% of customer onboarding to digital platforms, which was vital in maintaining business continuity during critical times, including the COVID-19 pandemic.
Creating a business-backward IT transformation strategy, I focused on revamping customer and agent onboarding journeys and optimizing digital assets, including web portals, mobile apps, chatbots, and CRM systems. My leadership not only enhanced user experience but also ensured robust IT governance and security compliance, closely aligning with global standards as a solutions architect.
Learning: Transforming legacy systems requires not only technological expertise but also a strategic vision that aligns with business goals. Building a strong foundation through stakeholder collaboration and transparent communication is essential.
Leading Engineering Excellence at Reliance Nippon Life Insurance
Currently, as Vice President - IT and leading Digital Applications & Engineering, I am driving IT transformation with a focus on application modernization, digital innovation, and process automation. I recently delivered a digital tool for advisors, enhancing self-service and office management, which led to a 40% improvement in lead and field efficiency within the first three months.
Setting up an Engineering Practice Team with technical architecture and DevSecOps practices has empowered our organization to achieve technology modernization with a strong emphasis on governance and security. Additionally, I have led strategic projects that significantly enhanced customer onboarding through Straight Through Processing (STP) and digitalized advisory processes.
Learning: Leadership in digital transformation requires a forward-thinking mindset that balances innovative solutions with robust operational practices. Empower your team with clear goals, ownership, and a sense of purpose.
Leadership Philosophy: Inspire, Empower, and Transform
True leadership is about creating an environment where people feel inspired and motivated to innovate. I believe in leading by example, fostering collaboration, and encouraging my team to think beyond conventional solutions. My approach involves:
Visionary Thinking: Always think ahead and anticipate changes that could impact the business.
Building High-Performance Teams: Attract, nurture, and retain talent by creating a culture of growth and innovation.
Leading with Empathy: Understand the challenges your team faces and support them in overcoming obstacles.
Continuous Learning: Stay updated with emerging technologies and be open to learning from both successes and failures.
Insights for Aspiring Leaders: Preparing for the Future
Cultivate a Growth Mindset: Embrace change and see challenges as opportunities for innovation.
Focus on Business Outcomes: Digital transformation should align with business objectives, not just technical aspirations.
Empower Your Team: Foster a culture where people take ownership and feel motivated to contribute their best.
Stay Resilient and Adaptable: The digital landscape evolves rapidly; be prepared to pivot and respond to new challenges.
Be Tech-Savvy and People-Centric: Marrying technical expertise with a deep understanding of human dynamics is crucial for driving sustainable transformation.
Beyond Work: Passion for Riding and Exploring Technologies
Leadership is not just limited to the professional sphere; it also extends to how one embraces life beyond work. One of my biggest passions has been riding motorcycles, and owning a Harley-Davidson was a dream come true. Riding through the open roads on my Harley gave me a sense of freedom and helped me reconnect with myself. It taught me valuable lessons about focus, perseverance, and enjoying the journey rather than just the destination.
Equally, I have always been enthusiastic about exploring new technologies and keeping up with the latest trends. Whether it’s experimenting with emerging tech, diving into new programming languages, or analysing how innovations can reshape industries, I remain committed to continuous learning and self-improvement. This curiosity fuels my drive to innovate and inspires me to lead with a forward-thinking mindset.
Looking Ahead: The Future of Digital Leadership
As I continue my journey, my vision is to build resilient digital ecosystems that leverage emerging technologies to drive business growth. I am committed to mentoring future leaders and guiding teams to think strategically and act decisively. The future of digital leadership lies in combining innovation with operational excellence, fostering a culture of continuous learning, and maintaining a people-centric approach to transformation.
