Guruprasad Kodikal

Over 13 years of experience in service delivery and technology with a strong focus on Conversational AI and Automation. A strategic, organized, and results-driven leader dedicated to driving innovation, enhancing operational efficiency, and empowering teams to excel.

WORK HISTORY

Conversational AI Development Lead, 04/2023 – Current

Jaguar Land Rover – Whitley, West Midlands

In my capacity as a Senior Conversational AI Development Lead, I engage in collaborative efforts with

clients to delineate business processes and collect comprehensive functional system requirements. This

entails not only grasping their needs but also contributing to shaping business architecture, which

includes identifying and breaking down business capabilities. Furthermore, I am tasked with providing

tailored chatbot solutions that precisely address the requirements of business stakeholders, ensuring that

both the design and delivery align seamlessly with their objectives. In addition to overseeing the full

spectrum of chatbot development, from conceptualization to final implementation, I also play a pivotal

role in formulating and executing automation strategies, enabling the integration of advanced automated

processes into our chatbot solutions to enhance efficiency and effectiveness across various business

operations.

Operations Manager II, 06/2020 – 02/2023

Bluevine – Bengaluru, India

Tasked with establishing and overseeing the end-to-end management of back-end processes, including

the seamless migration from a third-party vendor to an in-house system. This involves meticulously

managing the transition of the pre-underwriting process to in-house operations, encompassing various

critical tasks such as developing process inventories, laying down foundational structures, blueprinting

processes, estimating timelines and costs, identifying and mitigating risks, implementing internal

controls and metrics, conducting UAT testing, managing product operations, facilitating hiring

processes, meticulously documenting procedures, driving continuous process enhancements,

implementing automation solutions, providing comprehensive training, and ensuring robust quality

assurance planning. Additionally, I focus on managing operations effectively, striving for operational

excellence by continuously refining strategies to optimize performance, enhance efficiency, and ensure

alignment with organizational goals and objectives.

Chatbot Manager, 11/2020 – 05/2022

HSBC Data Processing India Pvt. Ltd. – Bengaluru, India

In my role at HSBC, I am tasked with overseeing the comprehensive lifecycle of chatbots,

encompassing planning, implementation, maintenance, and optimization across various markets and

business sectors to facilitate the digital transformation initiative. This involves close collaboration withmarket stakeholders, project managers, product teams, and AI tool providers to gather market-specific

requirements and devise project workflows. Additionally, I lead a team of Conversational Designers to

ensure seamless chatbot deployments aligned with market expectations and project deadlines. As part

of this responsibility, I focus on designing user experiences tailored to each market's needs, reviewing

conversational flows, debugging, testing, and deploying chatbots. Furthermore, I analyze data to

enhance chatbot performance and regularly conduct business process reviews to share insights and

performance metrics with the respective markets.

Department Manager, 01/2015 – 10/2020

HSBC Data Processing India Pvt. Ltd – Bengaluru, India

As a Department Manager specializing in contact center operations, I employ a comprehensive

approach that encompasses various facets of risk management, including operational risk, anti-money

laundering (AML), bribery and corruption prevention, and customer due diligence (CDD). I am

dedicated to identifying and mitigating operational risks to safeguard the integrity and reputation of the

organization. Through proactive measures, I implement robust protocols to address operational

vulnerabilities, ensuring compliance with AML regulations and policies. Additionally, I lead initiatives

to prevent bribery and corruption, fostering a culture of integrity and ethical conduct within the contact

center team. By conducting thorough customer due diligence processes, I enhance security measures

and mitigate potential risks associated with fraudulent activities. Through continuous monitoring and

refinement of risk management strategies, I uphold the highest standards of operational excellence and

regulatory compliance in the contact center environment.

Marketing Manager, 03/2014 – 11/2014

AxisRooms – Bengaluru, India

Responsible for the complete marketing strategy and operations for the organization

Marketing Communications Manager, 08/2012 – 02/2014

IDE-Global – Bengaluru, India

Responsible for overall marketing activities for corporate events

Customer Service Representative, 11/2010 – 07/2012

Aditya Birla Minacs – Bengaluru, India

Debt collection for BCR and RMCB

MBA in Information Technology and Systems Management