Sanjay Kukreja, Global Head of Technology at eClerx Services is responsible for the technology requirements (application and infrastructure) for both external and internal clients. With more than 22 years’ work experience ranging from consulting organization to IT/ITES companies, his specialties include tech consulting, application implementation/ development (including cognitive automation) and Infrastructure Management.
The core of Indian IT consulting and outsourcing multinational company eClerx is providing critical business operations services to many Fortune 500 clients, across financial services, cable and telcos, retail, fashion, manufacturing to name a few. The company implemented Service Governance Hub (SGH) – an enterprise wide, web based centralized platform for management of key aspects of the business i.e. Operational Performance, Contract Management, Risk Management, Skill Depth & Training along with Organizational Audits across all verticals. The innovative features include automation for Contract Clause Identification & Audit using NLP, Attrition Prediction using Predictive Analytics and ML based Decision Support for Audit Non Compliances. Through an efficient use of RPA, SGH has automated connectivity to multiple tools in the eClerx ecosystem ranging from Sales Force (SFDC), HRMS to daily time trackers. It facilitates more than 90% of the ETL & computing, resulting in significant reduction in MIS / PMO team effort. Through Machine Learning (NLP) & Optical Character Recognition (OCR), SGH assists in identifying the key clauses and sections in the documents in scope for contract review / renewals and audits. It is a finely crafted combination of RPA, Intelligent Workflow, Machine Learning, Predictive Analytics, Data Lakes and Intuitive Visualization for achieving operational stability and improving performance. There has been saving of $ 1.6 MM per year on an average because of timely completion of contract renewals and client audits. There has been 85% reduction in the MIS & PMO team size, resulting in a 26 FTE & $ 0.4 MM saving across all verticals. Overall there has been a 46% reduction in the turnaround time, from 3 months to 1.6 months on an average, for new recruitments due to automated skill depth tracking.