Deepak Madhavan Nair
Engagement Manager
Massagno,TI
Summary
Goal-oriented manager with distinguished experience in Retail, Travel and hospitality and Financial Services industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
19
19
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
Work History
Client Engagement Manager
TCS
1 2020 - Current
- Responsible for effectively managing a portfolio of engagements from delivery, sales and service standpoint
- Building extremely strong relationships with senior executives in the customer organisation
- Managing teams delivering in a Global delivery model for the customer across various geographies like India, US, UK and Switzerland
- Project and program management, delivery management
- Leadership and mentoring of all associates in the relationship
- Strategy and Planning including account growth plan
- This include assessing the customer landscape and buying patterns and mapping these with internal offerings
- Creating, governing and managing contractual relationships
- Mitigate risk factors through careful analysis of financial and statistical data
- Anticipated and managed change effectively in rapidly evolving global business environment.
Program Manager
TCS
01.2017 - 06.2019
- Effective planning, management and execution of multi million-dollar projects under Data and Analytics portfolio, aligning business goals with technology solutions to drive process improvements, competitive advantage and bottom-line gains
- Working with project stakeholders to manage and solve prioritization conflicts, resource issues, scheduling issues, and exceptions
- Defined processes and tools tailored for the programs under the portfolio
- Provided executive level briefings on the portfolio and progress of the initiatives and effectively communicating relevant project information to senior management and project team
- Develop and track performance metrics; schedule risk and financial performance of portfolio of programs/projects
- Extensive exposure on Commercial Management and Resource Management
- Responsible for managing relationships with Finance, Legal, Purchasing, Vendor Management, 3rd Party Service Providers, IT Delivery & IT Support Managers
Portfolio Manager
TCS
12.2015 - 12.2016
- Business development initiatives in Airline E-commerce portfolio
- Establishing deep client relationships and delivering high levels of service to clients (Client Group Manager and the business team)
- Building and managing talented teams of business analysts, programmers, developers and other specialists
- Coordinating between internal and client teams and keeping stakeholders informed of progress and milestones
- Recording operational excellence and Process Improvement
- Quick Adaptability to the Airline domain
- Flawless execution of the deliveries in a Scaled Agile Environment
- Multiple Customer appreciations from Group Manager for on time delivery and financial management.
Project Manager
TCS
08.2011 - 11.2015
- End to End Project Management of parallel programs (Migration of Legacy e-commerce platform, PCI compliance project, Oracle EBIS project)
- Effective management of Client Release Plan in alignment with the Client operating model
- Transition planning and execution (with Internal and 3rd party Vendors), Requirement analysis, impact analysis work distribution and costing of enhancements/Change requests
- Anchoring the initiative of inducting and training resources enabling the Virtual Lab Facility
- Extensive exposure on Commercial Management and Resource Management
- Received Customer Appreciation Certificate from Client IT director for excellent execution of the project as Project Manager.
Project Lead
TCS
07.2009 - 07.2011
- Acted as the Single Point of Contact at Amsterdam, Netherlands for multiple clients in Europe
- Role demanded extensive interaction with customer, talks for renewal of contracts (Annual Maintenance Cost), new customer oriented process approaches and Implementation of these processes across the project, developing new strategic ideas
- Responsibility included First Level Customer Support, providing work around in case of critical issues adhering to agreed SLA's
- Change Management Request Requirement Gathering, Analysis, Costing and LLD (Low Level Design) Preparation
- Lead the offshore team (from Bangalore) to support the Middle East customer, during their financial closure periods (year end activities)
- Appreciation for bringing the implementation to a stable state in less than 3 months
- Project Appreciation as a successful Project Leader handling Middle East customer.
Developer, Technical Lead
TCS
12.2005 - 06.2009
- Served as SPOC (Single Point of Contact) at Vienna, Austria for the client
- Lead a major release from offshore and was deputed to Onsite for its integration in Production
- Responsibilities included Defect Analysis and Fixing
- Accountable for High Level Analysis, time schedule, work distribution and costing of Change Requests
- Lead the Performance Enhancement Task of 46 different Quartz functionalities
- Developed a strong base on technologies/tools like Power Builder, C++, Java
- Project Appreciation for the Performance Enhancement Task of the Product
- Promoted to role of Project Leader - Change Management to handle the Change Request Team.
Education
MBA - Marketing and Strategy
Indian Institute of Management (IIMK)
03.2017 - 05.2019
B.Tech - Electronics and Communication Engineering
LBS College of Engineering, Kerala
05.2001 - 05.2005
Skills
Customer Satisfaction
Relationship Building and Management
Financial Acumen
Strategy Planning and Development
Business development and planning
Operations Management
Certification
SAFe - Leading SAFe Course (4.5), 05/01/18
Citizenship
Indian ( holds Valid B permit to work in Switzerland)
Timeline
MBA - Marketing and Strategy
Indian Institute of Management (IIMK)
03.2017 - 05.2019
Program Manager
TCS
01.2017 - 06.2019
Portfolio Manager
TCS
12.2015 - 12.2016
Project Manager
TCS
08.2011 - 11.2015
Project Lead
TCS
07.2009 - 07.2011
Developer, Technical Lead
TCS
12.2005 - 06.2009
B.Tech - Electronics and Communication Engineering
LBS College of Engineering, Kerala
05.2001 - 05.2005
Client Engagement Manager
TCS
1 2020 - Current
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