Deloitte’s People of Operate | Dr. Satish Pai

Satish’s path to Operate services has been unusual and exciting in more ways than one. From starting off as an organic chemist to shifting gears and plunging into the corporate sector, read how he applies his passion for identifying business opportunities, problem-solving, and fostering client relationships in his current role, and drives business growth in the region.

Interview question and answers:

Briefly, explain what you do at Deloitte.

I lead Deloitte South Asia’s Operate business, overseeing a dedicated team of almost xyz professionals. My role includes collaborating with customers to forge longer-term relationships and add value to their D2D operations, technologies, processes, and businesses. I am embedded in Operate client transformation projects, where I collaborate with Deloitte teams and clients around the region to truly transform how organisations operate.

How would you explain what you do to someone who knows nothing about Operate services?

Traditionally, Deloitte has been providing Advisory and Implement services, leaving a bulk of the Operate/Managed services work for SIs such as Accenture, IBM, and TCS. That is where we come in – we work with our customers to forge longer term relationships and add value to their D2D operations, technologies, processes, and businesses. Terminology on Operate webpage regarding Operate services. To know more, please visit our Operate website.

What does a typical day of work look like for you?

My day is usually spent engaging with GCC leaders – LCSPs, competency/SL leaders, and corridor partners. My role also involves coaching our professionals on Operate and what we do, and conducting focused workshops is one such recurrent engagement. Be a part of Firm DRB

What's a common misconception about working in Operate services that you'd like to debunk?

Perhaps that Operate services are commonly perceived/considered as being low-end. However, Operate is anything but that, as it provides a great deal of value to customers by way of elevating their operations, tech, processes, businesses, and more. Would rather do A for free, then sign long-term deals for I and O.

How did you end up in Operate?

I was interviewed for the role by our CEO Romal Shetty, COO Nitin Kini, and our former CEO N. Venkatram. My rounded understanding of the Operate business made me realise that it’s value is not just restricted to Consulting. We can do a lot more in all the other business units to unleash the full potential of what Operate can offer to our clients and customers.

What excites you about your role?

My role gives me the opportunity to not only engage with very tall leaders/SMEs from the Deloitte network but also be a significant part of programmes that are designed to contribute to society and make a difference to India (Project Heartland)

What's the most challenging component of your job?

A lot of my work demands that I facilitate culture and mindset changes to help scale accounts and maximise wallet share.

Tell us about an Operate services project you're most proud of working on in your career.

AT&T Digital: Right in our first meeting with the customer - a multinational telecom major they wanted us out of the project, mentioning that it was a waste of time to travel that far for the meeting. I had waited for hours to meet them. However, I didn’t let that stop me from talking to them and hearing their pain points. Empathy and active listening is crucial. Eventually, we convinced them to sign with us, and ultimately, it became a US$1.47B account over 13 years!

What aspects of your career journey have taken you by surprise?

My move from being an organic chemist to getting into Mahindra BT, an entirely new area of work, in 1999. Finally, 2023 marked my move from TechM to Deloitte.

What's one piece of advice you'd give your younger self about getting started in Operate?

Focus on effective communication. Build your grit, determination, and resilience. At the same time, don’t forget to smell the flowers every now and then, and take time out for yourself and your personal wellbeing.

What do you like to do outside of work? And why do you enjoy it/why is it so special to you?

I enjoy dancing, partying (networking), meeting friends, movies, reading, solving puzzles, and spending valuable time with my family. These activities help me think and feel differently, and thereby, become more effective at work too.