Sunil’s responsibilities as Chief Distribution (Mumbai Operations) of Tata Power, include designing, building and operationalizing the "Inverted Pyramid" strategy to deliver world class experience to new-age customers and eliminate dependencies on traditional contact centers, ensuring preventive and proactive interventions at design and execution level as opposed to traditional reactive care, pioneering the customer experience and service design in India. He is currently working with network and technology teams to design processes and policies that deliver superior customer experience and partner with product teams from inception to final go-live to ensure products are designed to deliver superior customer experience at all times. He builds processes, systems, platforms and capabilities to empower customers through self-care. He creates social and community care ecosystem for the always connected customers. He ensures real-time tapping and listening to customer VOC and instant resolution at transaction level and also Root Cause Fix to prevent future pain. He also oversees Distribution Automation for remote operations. Since City of Mumbai has parallel network and there are two utilities in the same Geographical area, customer acquisition becomes a critical activity and he also is responsible for the same.