Gaurav Taxali
McKinney,Texas
Summary
Senior executive with over 25 years of diverse experience in key leadership roles and varied industries, including consumer finance, banking operations, internet companies, FMCG, and consumer durable. Proven track record of adapting and excelling in challenging and complex environments, consistently delivering exceptional results in diverse roles and assignments spanning sales, operations, consulting, business process re-engineering, lean six sigma, and marketing.
Overview
27
27
years of professional experience
Work History
Global Delivery Leader (Band 1) – Banking & Capital Markets Vertical
G E N P A C T
09.2019 - Current
- Global delivery leader for large scale operation ~$90 million top line, leading team of ~1200+ FTEs with multiple delivery locations in US & LaTam for a fortune 500 banking client
- Balanced scorecard for driving Customer success, NPS, revenue growth, identifying new buying center, delivering on GM targets, contract management, people leadership & retention, leveraging technology & process improvements techniques to drive transformation & consulting projects
- Grew the business to $90+ million in less than 4 years, penetrated and led large deals in 5 new business centers panning across digital cards, fraud operations, asset and wealth management
- Managed/led deal team comprising of GRM, solution architect, industry experts & business development to build strategic road map for the clients leveraging G value proposition to deliver on best-in-class customer experience, zero surprise operations, improved profitability
- Delivered $78 million sales target via extensive mining; operations excellence with 98%+ KPI; redesigned operating model & remote command center set up; developed high performing team to adopt digital savviness with 45% trained & be the No.1 partner in complex champ-chall environment; delivered best-in-class customer experience & compliance critical performance; strengthened client connects at CXO level & becoming the 'partner of choice' & driving NPS up by 500+ bps
- Set up business quality council & build transformation road map to drive continuous improvement projects & implemented digital/AI tool to standardize and improve agent performance
- Leading collaborative project with clients for Customer Service/ Call Center CRM enabling 'Agent of the future' and leveraging AI learning modules to drive speed, accuracy and First Time Right ; AI Coach model improved customer satisfaction by 500+ bps
Senior Manager Operation – APAC Region – Software & Platform Vertical
Accenture
12.2018 - 09.2019
- Managing operations for one of the top 4 technology companies in the world and largest social medial and fortune 500 company, lead operation and enabling teams across the 2 site/locations for the APAC region of ~800+ FTEs for community operations
- Top priorities of driving top line, penetrating in new buying centers, delivering excellence across operational metric, quality assurance, risk avoidance & building SME team in platform experience
- Generating high impact insights to improve the business outcomes, partnered with clients to test POCs, build used cases to enhance platform experience and make a better community
- Driving projects to strengthen the core of the business model focusing on improving customer satisfaction, trust & safety leveraging insight management framework, analytics and agile models
Vice President and Global Operating leader
G E N P A C T
07.2012 - 12.2018
- Global operating leader for a fortune 500 company leading and managing team of ~1600+ FTEs based out of Manila for large size Banking operations, annualized revenue of $55 million
- Collection leader for a large contact center, managing ~1400+ FTEs across 3 countries for outbound/ inbound/ specialty process & grew revenues from $20 million to $45 million
- Enabler of growth – Lead Solution architect for contact center, customer experience & partnering with larger org via RFPs / RFIs ; Won and executed 5+ deals with annuity revenue of $22+ million
- Led & concluded a large business transformational project for one of the leading Banks in USA, revamped Target Operating Model, consolidation of processes, deployed technology solutions leading to reduction in losses, improved oversight, risk reduction & improved efficiencies
AVP & Service Delivery Leader – Collections, Skip Tracing & India to India Portfolio
G E N P A C T
01.2008 - 06.2012
- Leadership for 500 + employee for diverse Consumer Credit Card portfolios of a Fortune 100 Global company, Annualized revenue of $20 M, exceeded OP plan Loss targets for ~$1 billion dollar portfolios
Business Process Re-engineering
Genpact
06.2007 - 12.2007
- Championed continuous improvement initiatives aimed at refining resolution processes for optimized outcomes aligned with business goals delivering deliver 15% productivity across trading processes for Sydney operations generating ~ AUD 1 million of savings
Lean Six Sigma Black Belt
Genpact
05.2005 - 05.2007
- Black Belt project to reduce losses, business impact of $ 0.78 M & mentored GB projects across process generating business impact of ~$0.6 M; Project to achieve improved NPS of 80%+
Portfolio Control Manager (FLM)
Genpact
02.2003 - 05.2005
- Managed and motivated team of 25+ driving best in class customer service and collections performance
Area Sales Manager
ITC Limited
01.2000 - 01.2003
- Managed a successful sales team, consistently achieving and exceeding monthly sales & distribution targets.
Sr. Sales Executive
BPL Limited
06.1998 - 12.1999
- Developed customized proposals that addressed specific customer / client needs, leading launching of digital products and set up smaller distribution centers for quicker inventory move
Education
PGDBA - Marketing
Institute for Technology & Management
01.1998
Bachelor of Commerce -
Badruka College
01.1995
Skills
- Gallup top 5 strengths - Analytical ; Futuristic ; Realtor ;Responsibility ; Strategic
- Growth Mindset ; GTM Strategy ; BPO Sales/Mining
- CXO relationship ; Change Management
- Management Consulting ;Partner Alliance Eco System
- Global Leadership ; Large Operations Management ;P&L Management ; Operating Model Design
- Banking ; Asset and Wealth Management; Trust & Safety
- Contact Center Management ; Delivery Risk Management
- Lean Six Sigma ; Transformation ; AI-ML Models
Mobile Numbers
- +14695887797
- +12145429511
Mailing Address
10201 BlackBerry Street, McKinney, Texas, 75072
Timeline
Global Delivery Leader (Band 1) – Banking & Capital Markets Vertical
G E N P A C T
09.2019 - Current
Senior Manager Operation – APAC Region – Software & Platform Vertical
Accenture
12.2018 - 09.2019
Vice President and Global Operating leader
G E N P A C T
07.2012 - 12.2018
AVP & Service Delivery Leader – Collections, Skip Tracing & India to India Portfolio
G E N P A C T
01.2008 - 06.2012
Business Process Re-engineering
Genpact
06.2007 - 12.2007
Lean Six Sigma Black Belt
Genpact
05.2005 - 05.2007
Portfolio Control Manager (FLM)
Genpact
02.2003 - 05.2005
Area Sales Manager
ITC Limited
01.2000 - 01.2003
Sr. Sales Executive
BPL Limited
06.1998 - 12.1999
Bachelor of Commerce -
Badruka College
PGDBA - Marketing
Institute for Technology & Management
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