Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Work Availability
Quote
Timeline
Hi, I’m

Gaurav Jaggi

Bangalore
Gaurav Jaggi

Summary

Dynamic executive with 20+ years of success leading global operational transformations across BPO, KPO, and Shared Services. Expert in scaling high-performing operations by integrating intelligent automation (IA) and governance-first frameworks. Renowned for accelerating P&L growth, optimizing complex global services, and delivering exceptional, client-focused outcomes that enhance shareholder value.

Overview

23
years of professional experience
6

Certifications

Work History

Ocwen Financials

Director – Strategic Operations & Transformation
12.2021 - 04.2025

Job overview

  • Hired to drive an automation-first strategy while owning full P&L for strategic operations. Redefined service delivery for greater efficiency, customer loyalty, and compliance.
  • Delivered 35% workforce optimization and 30% cost savings via enterprise-wide RPA, OCR, and AI solutions.
  • Raised NPS by 75% in 6 months using sentiment analysis and predictive modeling to re-architect customer journeys.
  • Designed a self-governing “auto-pilot” operations model, reducing manual oversight and enabling strategic leadership focus.
  • Developed strategic initiatives to improve customer experience and service delivery.
  • Led cross-functional teams to enhance operational efficiency and streamline processes.
  • Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.

Tata Consultancy Services (TCS)

AVP/AGM – Global Operations
10.2015 - 12.2021

Job overview

  • Led global transitions, customer retention, and operational scaling. Grew delivery teams from 15 to 435+ FTEs across regions. Transitioned 1250 FTEs across 24 Processes for a single client.
  • Ran a No-Surprises Environment Operations at a healthy 60%+ margin.
  • Cut cycle time by 45% using RPA, enhancing SLA adherence and reducing errors.
  • Maintained 100% CSAT over 4 survey cycles through a continuous improvement mindset.
  • Drove process standardization to achieve CMMI Level 5 and ISO 9001 certifications.
  • Collaborated with cross-functional teams to drive successful project delivery and client satisfaction.
  • Developed strategic project plans to enhance operational efficiency and align with client objectives.

Cognizant Technology Solutions

Deputy General Manager – Mortgage Operations
05.2010 - 08.2015

Job overview

  • Managed $8M portfolio, delivering 45% gross margins through SLA discipline and service innovation.
  • Won back-to-back Client Partner Awards for automation-led solutions adding $15M+ in client value.
  • Executed strategic transitions with 100% go-live accuracy; built leadership pipelines to sustain growth.
  • Managed cross-functional teams to drive project delivery and operational efficiencies.
  • Developed and implemented strategic initiatives to optimize client engagement and service delivery.

HSBC Global Services

Assistant Manager – Customer Service & Risk Ops
01.2007 - 01.2009

Job overview

  • Demonstrated consistent leadership, service delivery, and client excellence.

Aviva Global Services

Assistant Manager – Insurance CX & Sales
01.2005 - 01.2007

Job overview

  • Demonstrated consistent leadership, service delivery, and client excellence.

VITEOS Technologies

Team Leader – Financial Operations
01.2002 - 01.2005

Job overview

  • Demonstrated consistent leadership, service delivery, and client excellence.

Education

Wigan & Leigh College

PGDM from Human Resources

University Overview

MS Ramaiah Institute of Technology

BCA

University Overview

Skills

  • Strategic Leadership Operational Excellence Intelligent Automation (AI/ML, RPA) P&L Ownership Digital Transformation Governance & Risk Management Global Service Delivery Quality & Compliance Customer Experience (CX) Strategy Process Reengineering Strategic Cost Reduction Business Continuity & Disaster Recovery Client & Vendor Management Stakeholder Engagement Transformation Strategy
  • Effective relationship management
  • Long-term planning
  • Clear and concise communication
  • Strategic decision-making

Certification

  • Artificial Intelligence for Business Implementation (awarded by Microsoft)
  • Escrow Servicing (Mortgage Bankers Association)
  • Lean Six Sigma Black Belt (QAI)
  • PMP
  • Prince 2
  • Innovation Practitioner (MATRIZ Level 1) Certification(QAI)

Accomplishments

Accomplishments
  • P&L & Scalable Growth: Owned P&L exceeding $15M; scaled global teams by 850+ FTEs while ensuring SLA compliance during hyper-growth.
  • AI & Intelligent Automation: Deployed enterprise-wide IA (RPA, OCR, AI/ML), driving 35% workforce optimization and generating $15M+ in client value.
  • Customer Experience: Boosted NPS by 75% and sustained CSAT scores above 95% through data-driven CX strategy and continuous feedback loops.
  • Risk & Compliance: Built audit-ready, regulation-compliant ecosystems (KYC, Escrow); achieved certifications including CMMI Level 5 and ISO 9001.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Quote

Judge a man by his questions rather than his answers.
Voltaire

Timeline

Director – Strategic Operations & Transformation
Ocwen Financials
12.2021 - 04.2025
AVP/AGM – Global Operations
Tata Consultancy Services (TCS)
10.2015 - 12.2021
Deputy General Manager – Mortgage Operations
Cognizant Technology Solutions
05.2010 - 08.2015
Assistant Manager – Customer Service & Risk Ops
HSBC Global Services
01.2007 - 01.2009
Assistant Manager – Insurance CX & Sales
Aviva Global Services
01.2005 - 01.2007
Team Leader – Financial Operations
VITEOS Technologies
01.2002 - 01.2005
MS Ramaiah Institute of Technology
BCA
Wigan & Leigh College
PGDM from Human Resources

Similar Profiles

CREATE PROFILE
Gaurav Jaggi