Gauresh Deshpande
Head of Requirements Smart Operations @Tata Consultancy Services
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WORK HISTORY
Head of Requirements Smart Operations @Tata Consultancy Services
Peterborough, GB
Key Responsibilities: Team Leadership: Led and managed a senior business analyst team, ensuring optimal performance and productivity. Stakeholder Engagement: Collaborated with account leads, stakeholders, customers, and system owners to align transformation initiatives with organisational goals. Product Management: Defined product vision and strategy, development scope, feature definition, evaluated potential risk factors, reviewed test case design and detailed technical analysis, etc. to drive customer satisfaction, revenue growth, and innovation. Project Oversight: Meticulously supervised project retrospectives and used data-driven insights for performance improvements and informed decision-making. Risk Management: Expertly monitored project progress, analysed risks, and maintained stakeholder satisfaction, resulting in substantial cost savings and increased profitability. Innovation: Designed an automated complaints management solution with advanced root cause analysis techniques, seamlessly integrating with existing systems via mature APIs for data ingestion and information push/pull systems. Key Achievements: Operational Efficiency: Achieved a remarkable 15% increase in operational efficiencies through root cause analysis and strategic mitigation. Regulatory Compliance: Reduced regulatory risk by 21%, strengthening the organisation\'s regulatory posture. Digital Transformation: Led the transition to digitised insurance processes, making them scalable and intelligent, ensuring future-readiness of the TCS flagship Life & Pensions Platform. Financial Impact: Accurately forecasted cost savings, delivering enhanced profitability as a result of strategic vision and implementation. Team Performance: Elevated team performance, resulting in high-quality deliverables and improved project outcomes.
EDUCATION
TCS Internal
Lean Six Sigma Green Belt
Digital Marketing Institute
Professional Diploma in Digital Marketing
TCS Internal
Certificate in Digital Consulting
IBM Watson
Certified IBM Watson V3 Application Developer
TCS Internal
Certificate in Blockchain Invogue
University of Mumbai
Bachelor of Science - Physics
ABOUT GAURESH DESHPANDE
As an accomplished Business Architect and CX Strategist with over 21 + years of experience, I\'ve consistently driven digital transformation and elevated customer experiences. I excel at aligning business objectives with innovative technology solutions, resulting in revenue growth and operational excellence. My expertise lies in optimising Agent Experience (AX), Brand Experience (BX), and Customer Experience (CX) through in-depth journey analysis. I\'ve led cross-functional teams and cultivated strategic partnerships, earning the trust of CXOs across diverse sectors including Banking, Financial Services & Insurance, Utilities, Telecom, Travel, Hospitality, Real Estate, and Media. Having managed global clients across the UK, North America, Middle East, Asia-Pacific, and Oceania, I\'m dedicated to achieving ambitious goals. I deliver personalised, data-driven solutions that seamlessly integrate digital and analog realms. My commitment extends to championing Business 4.0™ strategies with a purpose-driven approach. I\'ve collaborated with Enterprise Architects to build the foundation for adaptive \'digital spines\' within the organisation, ensuring resilience and adaptability. My role spans Digital Transformation, including readiness assessments, strategic plan design, and tactical execution of digital technologies to enhance employee and customer experiences, operational efficiency, and productivity. Within Digital Experience, I specialise in leveraging digital tech and user-centric design principles to improve the organisation\'s digital roadmap. I stay vigilant in monitoring competitive trends, understanding consumer/client needs, and applying evolving digital transformation strategies to benefit stakeholders. I usher in the new era with innovation and a keen eye on growth and transformation. I am open for new opportunities — let\'s connect and explore how I can drive success for your organisation.#CustomerExperience #DigitalTransformation #StrategicLeadership #Innovation #CXOEngagement
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