Purva Gera

Purva Gera

Jaipur, Rajasthan, India
7K followers 500+ connections

About

Strategic Head of People with 20+ years of expertise in People Operations, Talent…

Services

Articles by Purva

Contributions

Activity

Join now to see all activity

Experience

  • Biconomy Graphic
  • -

  • -

    Jaipur, Rajasthan, India

  • -

    India

  • -

  • -

    Onsite projects (UK, US, Guatemala, Australia)

Education

Licenses & Certifications

Publications

  • Smart Systems and IoT: Innovations in Computing | Intelligent Voice Bots for Digital Banking

    Springer Singapore

    Current digital payment solutions are passwords or PIN-based and are complex and time-consuming process with 5+ steps including downloading an app, thereby impacting bandwidth and cost. Moreover, these are susceptible to phishing/vishing/theft/hacking. Also, visually impaired/specially abled are not able to access current payment processes. In this paper, “Voice Pay” solution has been developed which aims at making banking personal and possible for anyone using the most secured authentication…

    Current digital payment solutions are passwords or PIN-based and are complex and time-consuming process with 5+ steps including downloading an app, thereby impacting bandwidth and cost. Moreover, these are susceptible to phishing/vishing/theft/hacking. Also, visually impaired/specially abled are not able to access current payment processes. In this paper, “Voice Pay” solution has been developed which aims at making banking personal and possible for anyone using the most secured authentication which is “voice”. Without any additional app, it provides a solution that allows everyone (including visually impaired/specially abled) to perform banking operations with ease in the most secured way. It allows, from cumbersome 5+ step process, to an extremely cost-effective few seconds process making it simple, time-saving, and cost-effective process. It uses available ML and AI/NLP solutions of intelligent virtual assistants and is less vulnerable to breaches than any credential. Sample use case has been undertaken.

    See publication

Projects

  • Consulting | Net Promoter Score improvement project in Guatemala for a large US Bank

    -

    Scope included conducting and end to end assessment and recommending improvement to Hiring Practices, Training & New Hire management, Running effective contact centre Operations and business HR operations.

  • Project Management Office Set up for Talent Management of ~23000 employees across geographies

    -

    Leading the people strategy initiatives: Responsibilities include succession planning across leadership and managerial level, creating talent management frameworks, ensuring effectiveness and efficiency, taking the BFS culture to the next level for 2X growth Vendor management, Training partner relations, champion learning programs for top talent , set up and management of domain frameworks, effective coaching & mentoring frameworks, aiming to enhance employer supervisor effectiveness. In this…

    Leading the people strategy initiatives: Responsibilities include succession planning across leadership and managerial level, creating talent management frameworks, ensuring effectiveness and efficiency, taking the BFS culture to the next level for 2X growth Vendor management, Training partner relations, champion learning programs for top talent , set up and management of domain frameworks, effective coaching & mentoring frameworks, aiming to enhance employer supervisor effectiveness. In this role I was directly reporting to the SVP & COO of BFS and People function Leader

  • Solution Identification, Transition and Knowledge Transfer of ~10 Banking Processes | Large European Bank

    -

    Well versed in process migration methodology , managed 15 + knowledge transfers for critical processes like Underwriting, Retail Banking, Mortgage Redemption, Savings processes in a span of a few months
    Client Recognition for the best knowledge transfers , 100% yield and accreditation

  • Consulting | Improving First Call Resolution for a large Australia Bank based out of Adelaide

    -

    Re-engineering Assignment with A large Financial Group (Australia) - The project was on the Life Insurance contact centre team wherein the objectives in project scope to identify opportunities to reduce call volume by 10% and Improve first call resolution by 10% and to Identify levers to optimize cost and re design current process leading to enhanced customer experience. In the 6 week onshore assignment we provided the roadmap to the business on the following improvements - FCR increase by…

    Re-engineering Assignment with A large Financial Group (Australia) - The project was on the Life Insurance contact centre team wherein the objectives in project scope to identify opportunities to reduce call volume by 10% and Improve first call resolution by 10% and to Identify levers to optimize cost and re design current process leading to enhanced customer experience. In the 6 week onshore assignment we provided the roadmap to the business on the following improvements - FCR increase by 10%, Call reduction by 13% & efficiency benefits & NPS improvement of more than 10% by providing a solution strategy based on empowerment, VA & NVA through upstream downstream analysis , process standardization, performance management and technology.

Honors & Awards

  • Brandon Hall Gold Award | D&I program at BCM | Best Inclusion & Diversity Strategy (2017)

    Brandon Hall

  • Brandon Silver for 'Measurable impact' in Leadership Development Program

    Brandon Hall

  • Brandon Hall Gold Award | Best Advance in Establishing Governance to Guide Leadership Development Decisions (2016)

    Brandon Hall

  • ATD Excellence in Practice Awards for the category – Diversity & Inclusion

    ATD

    BCM D&I program Has been recognized as an “Honorable Mention Citation” in the ATD Excellence in Practice Awards for the category – Diversity & Inclusion

Recommendations received

More activity by Purva

View Purva’s full profile

  • See who you know in common
  • Get introduced
  • Contact Purva directly
Join to view full profile

Other similar profiles

Explore collaborative articles

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

Explore More

Add new skills with these courses