Parthasarathi Thukkiannan

Domain Leadership & Innovation Leading digital transformation and AI-led initiatives across Life Insurance, Individual & Group Retirement, Employee Benefits, and Wealth Management lines of business. Responsible for driving innovation, GenAI adoption, and thought leadership by contextualizing emerging technologies to meet customer goals and business outcomes. Key Highlights of Delivery and Proof of Concepts: • Agentic AI Automation: Designed autonomous agents to handle non-financial policy servicing (name, address, beneficiary updates), targeting a 60% reduction in manual effort. • GenAI for Claims & RFPs: Automated claims summarization and security RFP review using LLM-driven contextual analysis—accelerating processing and improving compliance. • Contact Center Intelligence: Built GenAI frameworks for call scoring, sentiment analysis, and behavioral insights—reducing QA effort by 40% and boosting customer satisfaction by 50%. • Sales Enablement: Developed real-time AI sales assistants and upsell/cross-sell opportunity models, generating over $1M in new leads and improving conversion by 25%. • Voice AI & Call Deflection: Implemented lightweight LLMs and Voice AI (Gemma 2B, Coqui TTS) to drive self-service adoption, reducing call volume by 30%. • Product Ownership: Led term product implementation for RGA–Equitable, overseeing business analysis, regulatory alignment, and integration with policy admin systems. • Managed $2M+ transformation portfolio, modernizing legacy systems, and enabling digital self-service and agent lifecycle platforms.

Enabling Change for the Business

Summary – Led end-to-end business analysis and delivery for strategic transformation initiatives in the Life & Annuities domain. Specialized in requirements elicitation, business process modeling, and roadmap creation across both Agile and Waterfall environments. Collaborated with cross-functional teams to define epics, prioritize user stories, and document business and functional specifications. Oversaw functional testing lifecycle including strategy, estimation, test design, and defect triage to ensure high-quality delivery. Notable Accomplishments: • Mapped current and future state processes for the Contact Center ecosystem, covering 20+ key telephony interfaces and enabling modernization of customer service operations. • Led domain implementation of a Claims Management Platform for death and special claims, supporting a 1.5M policy book of business and improving adjudication efficiency. • Authored IT specifications for 10+ new life insurance product launches, covering workflows across new business, underwriting, policy issuance, and servicing. • Enhanced agent experience through digital capabilities such as agent document upload, electronic integration with medical providers, and proactive requirement communication—resulting in improved turnaround and satisfaction.