Dheeraj Mathur

About Dheeraj Mathur

Resourceful Sr. Service Delivery Manager with 22 years of expertise in organizing business operations, financial oversight, and resource management to achieve smooth flow and project operations. Leads procurement of resources including equipment and supplies. Monitors projects by adhering to production schedule and budget, managing production team, identifying problems, and providing targeted solutions. Knowledgeable in accounting principles, bookkeeping, budget, and financial management• Lead a team of business analyst who are responsible to provide analytical inputs to the Executive Leadership and higher management to help them take strategic decisions related to banking, insurance and. These analyses are based on numbers extracted directly from the data warehouse using Teradata.• Output for these reports is shared on Oracle 11g with graphical representation and if needed same analysis is done on MS excel.• Have been leading a team of 13 Level 2 Support for past 2 Months ensuring Quality support to the front line agents and there supervisors. • Earlier was a part of WFM team and was responsible to Long and Short Range Forecasting using different forecasting techniques.• Did resource planning for the Project with Skill mapping. Also a have working knowledge of Scheduling and shift bids.• Was involved in and IVR setup, Optimization UAT for one of the American Government organizations using Start2Star based IVR system.• Have worked on application/Tools/Software like Oracle 11g, Oracle 10g, Teradata, AC2, Get Next, EMC and Servicelink.• Worked as a Dialer Manager for Outbound and Inbound campaign (Blended calling), for Credit card company, the aim was t get the maximum contacts with the minimum abort rate. Have worked on dialers like DAVOX, Aspect and ECM.

Experience

1. Senior Delivery Manager

   Capgemini

   Oct 2023 — Present · Charlotte, NC, US

   Overseeing 7 Teams• Quality Assurance (QA): Overseeing quality assurance processes to maintain high standards.• Risk and Control Self Assessment (RCSA): Ensuring comprehensive risk assessments and controls.• Business Continuity Planning (BCP): Developing and maintaining plans to ensure business operations can continue during disruptions.• Delegated Credit Approval Authority (DCAA): Managing credit approval processes.• Standard Operating Procedure (SOP) Governance: Ensuring adherence to standard operating procedures.• Project Management: Overseeing Banking and Broker Dealer projects, managing 30+ projects across 7 clients with workflows involving over 1500 FTEs.• Specialized Services: Handling Wealth and Investment Management (WIM), Advisor Retention and Onboarding Solutions (AROS), and Operations and Product Management Group (OPMG) projects.Innovation and Technology: Identifying areas for improvement and implementing solutions like RPA and AI, utilizing technologies such as AWS, Blue Prism, UI Path, and WorkFusion.Client relation is the primary objective of the team, while also focusing on expanding the current project and aiming for year-on-year growth.

Education

• International institute of Hotel Management Goa

  Diploma In Hotel Management, Hotel, Motel, and Restaurant Management

  1997 — 2000

• The Army Public School Delhi

  10, Schooling

  1986 — 1994

• Mizoram Special Hindi School

  +2 (Standard 11th and 12th), Psychology

  1994 — 1996

• Indira Gandhi National Open University

  Bachelor of Arts (BA), History

  2009 — 2012

Skills

• Management
• Bpo
• Transition Management
• Outsourcing
• Mis
• Offshoring
• Service Delivery
• Vendor Management
• Team Management
• Process Management
• Change Management
• Itil
• Process Improvement
• Crm
• Workforce Management
• Six Sigma
• Sla
• Business Analysis
• Business Process
• Call Centers
• Performance Management
• Business Process Improvement
• Resource Management
• Project Management
• Project Delivery
• IT Service Management
• Business Transformation
• Operations Management
• Requirements Analysis