What initially drew you to the field of technology?
My fascination with gadgets and electronics dates back to my early years, and I have always been fascinated by the ability to transform raw technology into a great product or productivity tool. Naturally, this fascination led me to spend countless hours tinkering with laptops and computers, learning more about how things work. As I discovered deeper into the possibilities of technology, my curiosity grew, and soon after, I became passionate about programming. Writing code became a way to harness that interest, turning ideas into tangible results. This early enthusiasm for technology and innovation has been a driving force throughout my journey, shaping my skills and encouraging me to keep learning and creating.
Who has been or probably what has been a major influence in shaping your career in tech?
I consider myself extremely fortunate to have received solid support during my tech career. It started with my parents, who invested significantly in purchasing my first desktop computer with a Celeron CPU. This was a major financial commitment at the time, particularly because computers were not well known in our home. In order to teach me at home while I was busy with school, my mother even made the effort to study the fundamentals of computers. Their support persisted when I decided to forgo joining my father’s company in order to pursue a career in technology.
Can you share with our readers a defining moment in your career that changed your approach to leadership?
Leadership is a never-ending learning process, especially in today’s fast-paced technological environment where change is the only constant. If you approach leadership with curiosity, every day is an opportunity to learn.
When I first started as CTO, I understood that my role had changed. I no longer communicated vision and task information to individual contributors. Instead, I was dealing with leaders who oversaw their own teams. This posed some initial issues, as clarity and alignment began to erode. To solve this, I adjusted my plan to educate the leaders who report to me. They needed to be able to effectively convey the vision to their teams in order to assure successful execution. We also needed to connect each individual’s motivations to our company’s vision, ensuring that everyone knew the “Why” behind their work. This alignment has been crucial to building a cohesive and motivated team.
How did your internship at Bharat Heavy Electricals shape your early career?
It provided me with significant insights into the corporate world. Each position I’ve held has taught me something valuable for the next stage in my career. My experience at BHEL, for example, illustrated how technological solutions can drive genuine change within a government agency and have a tangible impact.
Can you point out some challenges and opportunities you experienced in healthcare technology today?
Many companies today do not place a high value on customer experience. Instead of attempting to create memorable and delightful interactions, they often view service delivery as a checklist item, simply achieving requirements without consideration for the impact on the consumer. To truly stand out, organisations should prioritise improving the client journey, aiming for experiences that create a lasting impact.
Another difficulty is the delayed adoption of AI and other cutting-edge technology. Despite their potential to create tremendous innovation and efficiency, businesses have been cautious to fully use these tools. This cautious approach limits prospects for expansion and inhibits many organisations from being competitive in a changing market.
Data privacy is another area where businesses frequently fall short. Many people take data security too lightly, failing to recognize the value and sensitivity of the information they handle. This can have major implications, therefore it is important for businesses to take a more rigorous and responsible approach to securing client data. Businesses that prioritise data privacy can increase confidence and ensure the integrity of their services.
Which emerging tech trends do you see transforming healthcare in the coming years?
Generative AI has become a major buzzword, frequently associated with innovation. Its ability to revolutionise industries is especially important in the healthcare and benefits technology sectors. Companies that can successfully and quickly leverage the capabilities of generative AI are likely to establish themselves as market leaders. The power of this technology to streamline processes, customise experiences, and improve decision-making will be transformative for enterprises that invest in its development.
Beyond merely implementing new technology, both team members and users expect more engaging, intuitive experiences with the systems they use. It’s no longer enough to just check off tasks or provide functionality; customers now expect platforms to provide a seamless and engaging experience. Organisations that focus on establishing user-friendly, impactful experiences will not only satisfy their consumers, but also distinguish themselves in a competitive market.
How has AI specifically enhanced the solutions you have developed at ThrivePass?
AI is a key component of our approach, allowing customers to pick and choose benefits on our platforms while simplifying the administration process for our team members. We have a committee dedicated to AI and other emerging technologies, and we are aiming to incorporate these advancements into our products and daily operations. By embracing AI, we enable our personnel to be more efficient and precise, thus improving the quality of our service. Importantly, all of these innovations are implemented within a strict compliance structure that conforms to our established regulations, ensuring that we uphold the greatest levels of integrity and responsibility.
What strategies do you use to strengthen collaborative and innovative team culture?
Our C.A.R.E. values—Courageous, Authentic, Resourceful, and Excellent—form the foundation of our company culture. These fundamental values direct our efforts and establish a consistent tone throughout all departments and locations. We actively live and breathe our values every day, making them an integral part of our workplace.
We hold ourselves and our teams responsible to these standards, recognizing and rewarding those who uphold them. Being courageous entails pushing beyond your comfort zone, thinking differently, and embracing innovation. We emphasise authenticity, encouraging team members to be their true selves at work, and to foster a collaborative environment. To be resourceful means to look for innovative solutions, seek out alternatives, and collaborate across teams to solve problems. Finally, we strive for excellence by constantly meeting commitments and achieving outcomes.
What advice would you give young tech professionals who are aspiring to leadership roles?
Setting the proper tone from the top is critical, as is recognizing and rewarding the values that drive our success. Listening to and evaluating consumer input is a top focus, allowing us to constantly adapt and enhance our products. Our product roadmap is carefully balanced, with a focus on both system optimization and producing new value for the organisation. A broader perspective is essential—thinking beyond the technology department and about the company as a whole. One of our strengths has been establishing a sense of unity, ensuring that everyone understands how their function fits into the greater picture. This method has enabled our product, development, and Quality Assurance teams to collaborate smoothly, and achieve our common goals.
What is your philosophy on balancing security with the need for rapid innovation?
That’s an excellent question. There is a prevalent misconception that security and innovation are mutually exclusive, but in fact, they are two sides of the same coin. At our organisation, we believe that innovation cannot exist without a solid foundation of security. Security is essential, and nothing should jeopardise it.
We take compliance very seriously, and our compliance team is empowered to challenge anyone in the organisation if they identify possible risks. This team also has direct access to the board and provides quarterly reports on our security posture.
Security doesn’t hinder innovation; it only requires the right tools, technologies, and responsible actions to realise its full potential. Innovation is only valuable when it is protected, and a company’s efforts will flourish if it maintains a secure environment. Proper security measures ensure that new developments are both successful and long-lasting, allowing the organisation to expand confidently.
What is the biggest challenge that you have faced as CTO and how did you overcome it?
The most difficult challenge is building the right culture. While it may appear easy, it is quite complicated. Culture is more than simply the organisation as a whole; it also includes the subcultures that exist within each location, department, and team. Each of these must be carefully handled to ensure that everyone understands and embodies the company’s fundamental values.
It is critical to create an environment in which everyone is driven to innovate and remains dedicated to constant growth and learning. To encourage this, I took the initiative to learn and understand how to create a strong culture and hold everyone accountable for preserving it. I concentrated on having the necessary interactions with both team leaders and individual contributors to ensure that the company’s principles were continuously reinforced.
Let our TechiExpert readers understand what mainly excites you most about the future of tech in healthcare?
AI is unquestionably a buzzword that is set to transform the employee benefits industry. There is still an enormous opportunity for automating processes and providing employees with a truly seamless experience. Beyond automation, the primary challenge is training consumers so that they can effectively utilise the benefits programs offered to them, ensuring they get the most value from them.
At ThrivePass, we are continually focused on innovation, looking for ways to remain ahead of the curve and prepare for the revolutionary impact of AI. We recognize that the future of employee benefits lies in the integration of sophisticated technologies that simplify the user experience while increasing the overall impact of these programs. By focusing on innovation and preparing for these transformations, we hope to provide solutions that not only meet but exceed the constantly evolving demands of both employers and employees.
