Satish Nair
Delivery Partner/ Assistant General Manager
Summary
Dynamic and accomplished Senior Delivery Leader with over 20 years of global experience in large-scale operations management, P&L ownership, and digital transformation. Expertise in platform consulting, collections strategy, and multi-geography service delivery across the US, Mexico, Canada, Australia, and India. Currently leading high-performing delivery operations at TCS, overseeing annual revenue of USD 8M and a team of over 250 FTEs while driving significant improvements in operational performance and client satisfaction. Recognized for developing scalable delivery models and implementing analytical interventions that enhance recovery performance and establish new Lines of Business, consistently achieving measurable impacts in risk optimization and cost reduction.
Overview
24
24
years of professional experience
4
4
Certifications
4
4
Languages
Work History
Delivery Partner / Domain Consultant
Tata Consultancy Services (TCS)
02.2016 - Current
- Lead end-to-end service delivery for large enterprise clients in telecom, retail and market research across the Americas.
- Manage USD 8M revenue delivery and 250+ FTE, ensuring profitability, cost optimization, quality and customer satisfaction.
- Directed full transition of US-based operations to Mexico, including operational setup, stabilization and multi-stage ramp-up.
- Built delivery frameworks based on analytics-led workflow optimization, skill mapping, dialer segmentation and routing rules.
- Implemented business continuity and digitization models during COVID to safeguard productivity and revenue performance.
- Led multiple consulting engagements on platform benchmarking, performance enhancement and risk modeling.
- Successfully expanded business by adding 3 new Lines of Business based on performance and POC success.
- Designed new risk scoring model for Canadian Utility client, reducing bad debt by CAD 1M annually and improving working capital by CAD 200K.
- Improved dispute and collections workflow to increase recovery rates and reduce handoff inefficiencies.
- Delivered enhanced client engagement through structured governance, reporting and insight-based recommendations.
Senior Operations Leader / Project Manager
iQor
03.2007 - 03.2016
- Managed P&L for 140+ FTE US Debt Buyer portfolio ensuring profitability, SLA delivery and regulatory compliance (including CFPB).
- Collaborated with analytics, dialer and workforce teams to improve hit rates, segmentation and recovery performance.
- Led platform migration initiatives, HR system deployments, enterprise reporting dashboards and process standardization.
- Guided delivery teams, managed recruitment and resource planning, and facilitated enterprise reporting frameworks.
- Consistently ranked among the Top 10 collection agencies (2010–2013).
- Delivered 125%+ revenue achievement in multiple financial years.
- Successfully transitioned outsourced platform to internal system in 2013.
- Awarded Best Team Leader in 2007 & 2008.
Senior Team Leader
IGate Global Solutions
04.2006 - 03.2007
- Managed early-stage and late-stage US collections buckets (including first payment default and beyond 90+).
Team Leader
Nirvana Business Solutions
06.2005 - 04.2006
- Led revenue-focused outbound acquisition and lead-generation teams with consistent performance results.
Collection Agent / SME
Global Vantedge
10.2003 - 04.2005
- Delivered high-performance results in frontline collections; promoted to SME supporting training and new batch readiness.
Customer Service
Essar Cellphone
12.2001 - 04.2003
- Customer support and query handling for large retail telecom customer base.
Education
B.Com - Commerce
Delhi University
New Delhi, India01.2001
Skills
- Global Delivery Management
- P&L & Revenue Ownership
- Collections & Recoveries Strategy
- Analytics & Performance Optimization
- Transition & Project Governance
- Customer Success & Relationship Management
- Digital Transformation & Platform Migration
- Risk Modeling & Segmentation
- Business Continuity & Crisis Leadership
- Workforce Management
Accomplishments
- Delivered CAD 1M annual reduction in bad debt through risk redesign for Canadian utility client.
- Built analytics-driven collection and dialer models improving contact, segmentation and recovery performance.
- Won and expanded multiple business streams through consistent delivery excellence and POC success.
- Awarded multiple leadership & achievement recognitions across TCS and iQor.
- Successfully led large-scale offshore transitions with zero service disruption.
- Delivered business continuity and digital workflow transformation during COVID.
Certification
Operations & Collections Leadership Roles
Timeline
Delivery Partner / Domain Consultant
Tata Consultancy Services (TCS)
02.2016 - Current
Senior Operations Leader / Project Manager
iQor
03.2007 - 03.2016
Senior Team Leader
IGate Global Solutions
04.2006 - 03.2007
Team Leader
Nirvana Business Solutions
06.2005 - 04.2006
Collection Agent / SME
Global Vantedge
10.2003 - 04.2005
Customer Service
Essar Cellphone
12.2001 - 04.2003
B.Com - Commerce
Delhi University