Gaurav Parashar
Building Tala - India | Head Operations | CX | Service Delivery Excellence | Process Reengineering | Start-Up to Profit Center | PnL | Stake Holder Management | CRM Implementation
- Role
- Head of Operations - India at Tala
- Location
- West Delhi, DL, IN
- LinkedIn followers
- 500 followers
About Gaurav Parashar
Customer Experience and Operations leader in fintech and digital payments with over 14 years in scaling omnichannel service delivery, automation-led process design, and compliant operations. Builds high-performing teams and data-backed systems that strengthen SLAs, reduce customer friction, and align support models with regulatory and business goals.Career Highlights:Improved customer satisfaction by 35% and reduced handling time by 25% through redesign of omnichannel support operations across chat, voice, email, and WhatsApp.Introduced AI-driven self-service tools (IVR, FAQ bots, in-app journeys) that lowered contact volume by 30% and increased first-contact resolution by 22%.Developed CX governance framework integrating RBI/NBFC compliance, VoC analysis, and SLA scorecards for leadership visibility.Directed merchant operations and dispute resolution for fintech lending and payments products, maintaining consistent SLA and audit compliance.Embedded analytics and automation in daily operations, improving data accuracy and decision speed across business lines.
Experience
Head of Operations - India
Jan 2026 — Present · Delhi NCR, IN
Education
Delhi University
BSc - Bachelor of Science, Electronics
2004 — 2007
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