Padmashree Rao

Led and embedded change initiatives as part of the founding team, shaping the organization's People, Process, and Strategy pillars.

• Championed the design and rollout of business cadences and performance metrics for the IT Services and Sales functions, ensuring alignment with long-term strategy.
• Partnered with the CEO and investors to co-create the business roadmap, driving quarterly and annual change initiatives across key business units.
• Spearheaded international market entry by forging a strategic partnership with WTC Pune, enabling sales expansion to global territories.
• Established a scalable Interview-as-a-Service operating model, acting as the single point of contact for all US client engagements and driving process adoption across delivery teams.

Led critical change initiatives and transformation efforts during the organization's shift from an IT consulting model to a practice-building model.

• Served as a strategic advisor to the Founder, enabling super-prioritization of executive focus and facilitating high-impact decision-making across the leadership team.
• Built strong cross-functional relationships with functional heads to drive problem-solving, streamline communication, and embed change readiness across business units.
• Designed and implemented a robust MIS and reporting cadence to support data-driven decision-making and enhance operational visibility during transformation.
• Played a central role in change initiatives related to investor relations and M&A strategy—developed evaluation scorecards and frameworks for assessing acquisition targets aligned with the company’s evolving strategic goals.
• Contributed to the successful ideation and stakeholder alignment for the GCC Super App initiative, which was recognised by senior leadership as a key innovation during the transformation journey.

Led and supported enterprise-wide transformation initiatives across five key change levers – Process, People, Performance, Planning, and Program Management.

• Spearheaded operational strategy and aligned cross-functional deliverables to broader program objectives, applying structured change management methodologies to support implementation and adoption.
• Partnered with the executive team to co-develop and execute strategic plans, translating high-level business goals into actionable initiatives with clear change impact pathways.
• Acted as the central change liaison between the executive office, senior leaders, and delivery teams—ensuring consistent communication, alignment, and stakeholder engagement throughout the change lifecycle.
• Oversaw complex, organization-wide projects with a strong focus on change readiness, stakeholder buy-in, and sustainable outcomes; facilitated decision-making across diverse functions.
• Conducted research, benchmarking, and data analysis to inform change recommendations and support evidence-based planning.
• Established scalable systems and operational processes to streamline execution and embed continuous improvement.
• Led the company’s annual strategic planning cycle, integrating performance dashboards and KPIs to track progress, assess change impact, and drive accountability.

Led the strategic transformation of customer experience for Rupeek, a digital disruptor redefining the gold loan sector in India.

• Defined and embedded a new customer experience (CX) vision for Rupeek’s last-mile service delivery teams, positioning the organization distinctly against traditional players like Muthoot and Manappuram.
• Designed and implemented end-to-end CX metrics and governance frameworks to drive consistent service delivery and instill operational rigor across frontline teams.
• Collaborated closely with product, design, and engineering teams to co-create app-based CX functionalities—developed PRDs, conducted usability testing, piloted beta features, and successfully launched enhancements based on measurable adoption and satisfaction outcomes.
• Leveraged customer analytics and feedback mechanisms to uncover behavioral trends, identify pain points, and prioritize improvements—enabled data-driven decision-making to refine service design and delivery.
• Created monthly CX performance reports for senior leadership, highlighting operational trends, impact of change initiatives, and actionable insights.
• Championed cross-functional change initiatives that improved productivity and customer satisfaction across business units.
• Translated customer feedback into targeted action plans, ensuring continuous improvement of services and alignment with evolving customer expectations.

• Led all new roll-outs across regions, applying structured change management practices (Prosci Certified).
• Managed a team of 39 with zero attrition over 1.5 years—drove high engagement during ongoing transformation.
• Conducted process redesigns and revamped SOPs to improve compliance and clarity across frontline operations.
• Improved knowledge assessment scores from 40% in Dec to 84% in Sep, reflecting enhanced process understanding.
• Implemented online induction programs for the distributed workforce using tools like MS Kaizala and Workplace by Facebook—streamlined onboarding and change communication.

Sales Training

• Productivity increase in 57% of sales executives which increased 40% of push sales, contributing directly to the revenue ( Field sales)

• Impact :

• 52% movement of Low performing sales executives to high bucket in push sales during Premier League - Gamifying technique

• Lead Conversion : 10 Sales Executives have moved up by 70% to 76% and remain constant during the quarter • Fixed Term sales- 15 employees have moved from Avg 19 to 34

• Revenue Growth : 77 Rs/ Executive increase by low performing sales executives Customer Service Training

• Absolute increase in customer addition from 345 to 951 in span of 6 months ( Mar : 345, Dec : 951 ) E-Learning

• Transformed ILT to complete Interactive online vernacular content

• Complete online content building for Sales, CC&R on LMS Platform: Nittio

MANAGER – TALENT ACQUISITION

• Have hired 900+ candidates, with the Average TAT of 29 days, by handling a team of 3 recruiters

• Sourcing to offer - Managed end-to-end recruitment cycle of a major bulk hiring of verification Engineers.