GOPI VARADHAN - Assistant Manager – Delivery / Program Management - Tata Consultancy Services

Summary

Results-driven Delivery Manager with 15+ years of experience leading large-scale delivery operations, client engagement, and program execution across retail and FMCG domains. Proven expertise in managing multi-project portfolios, driving SLA-based delivery, and improving customer satisfaction for global clients. Strong background in analytics, e-commerce ecosystems, and operational transformation, with hands-on experience in Agile frameworks and digital platforms. Adept at building high-performing teams, driving governance, and enabling scalable offshore delivery models.

Overview

17

years of professional experience

1

Certification

Work History

Assistant Manager – Delivery / Program Management

Tata Consultancy Services

Chennai

02.2011 - Current

Lead and manage end-to-end operations and deliverables for FMCG and home appliance clients, ensuring SLA adherence, quality, and on-time delivery.
Managed multi-project portfolios and cross-functional teams, driving execution across analytics, UGC platforms, and digital operations.
Acted as primary client interface, aligning delivery with business expectations and improving customer satisfaction scores.
Built and mentored high-performing teams, defined KPIs, and implemented structured performance management frameworks.
Drove delivery governance, including project reviews, risk mitigation, and escalation management.
Spearheaded process transformation initiatives, improving efficiency through automation and Lean Six Sigma practices.
Delivered actionable business insights using Adobe Analytics and Quantum Metric, supporting e-commerce performance optimization and exposure to cloud-based tools & data platforms.
Led client migrations (13+ accounts) to new platforms, ensuring seamless transition with zero business disruption.
Partnered with leadership to support scaling of delivery capabilities and operational maturity.
Implemented continuous improvement frameworks (RCA, FMEA, SOPs) to enhance quality and reduce defects.

Process Executive

First Source Solutions

Chennai

10.2009 - 01.2011

Managed operations for US healthcare insurance processes, ensuring compliance and SLA adherence.
Project worked - US Health Insurance called 'Health First' which is a US Government Insurance Company

Education

BSc - Computer Science

Gurunanak College of Arts And Science

Skills

Lean Six Sigma Green Belt Certified
Program & Portfolio Leadership
Offshore Delivery Operations
Client & Stakeholder Management
Retail & E-commerce Domain Expertise

SLA / KPI Governance
Agile Delivery (Scrum, Kanban)
Process Improvement & Automation
Risk & Escalation Management
Team Building & Mentorship

Websites

www.linkedin.com/in/gopi-varadhan-07710417

Certification

Lean Six Sigma Green Belt

Languages

First Language, C2 Proficient, A1 Beginner

Technology And Delivery Ecosystem

Adobe Analytics, Quantum Metric, Bazaarvoice, Zendesk, Eclipse, Discover, MS Office Suite, E-commerce & UGC platforms (Bazaarvoice), Digital analytics & customer behavior tools, Exposure to cloud-based platforms and data environments, Understanding of microservices-based architecture (functional exposure)

Transformation Projects

Successfully migrated 13+ global FMCG clients to a unified platform, improving delivery efficiency.
Delivered automation solutions saving 12+ FTEs, significantly reducing operational costs.
Improved customer satisfaction and SLA compliance through structured governance and KPI tracking.
Recognized with Top Performer & Quality Excellence awards for delivery excellence and leadership.
Led retail/e-commerce insights initiatives driving measurable business impact for clients.