Rajiv Rm Mohan

About Rajiv Rm Mohan

I am a Senior Business & Operations Leader with 25+ years of experience driving operational excellence, customer experience, and large-scale service delivery across BFSI, FinTech, Technology, BPO, and Global Shared Services environments. I specialize in building high-performing teams, transforming customer operations, and delivering measurable business impact for global clients across EMEA, APAC, and India.My career is defined by leading multi-channel customer service ecosystems (voice, email, chat), managing P&L responsibilities, and executing digital transformation initiatives that improve SLA adherence, enhance customer satisfaction, and optimize cost structures.I have built and scaled operations from the ground up — including leading 300+ member teams, establishing multi-site delivery centers, driving automation adoption, and strengthening governance frameworks for strategic banking, financial, and technology clients.Recognized for a people-first leadership style, I focus on mentorship, capability building, and creating accountable teams that deliver consistent results. With a strong background in client engagement, vendor management, and process re-engineering, I thrive in fast-paced, dynamic environments where operational rigor and innovation meet to create customer value.Core Strengths: Service Delivery Leadership | Customer Experience | P&L & Operations Management | Digital Transformation | Workforce Planning | SLA Governance | Client & Stakeholder Engagement | Automation & Process Improvement | Team Development | Global Operations

Experience

1. Client Services & Service Delivery - Emea

   Bravura Solutions

   Nov 2022 — Present · Gurugram, IN

   Lead service delivery for a global EMEA banking client, ensuring SLA adherence and operationalcontinuity across multi-channel environments. Manage a cross-functional support team delivering application support for financial platformsprocessing 500k+ transactions monthly. Conduct weekly performance reviews with clients covering severity issues, RCAs, and applicationmetrics. Drove automation initiatives including migration to AppDynamics, improving monitoringefficiency and reducing manual dependencies. Implemented Weekly Service Reports (WSR) for leadership visibility and proactive governance.Key Impact: Improved client satisfaction scores by 20% through enhanced delivery governanceand automation.

Education

• Manav Sthali School

  High School, Field of Study

  1984 — 1992

• Priyadarshini College of Computer Sciences affiliated to MJP Rohailkhand University

  B.Tech (CSE), Computers

  1995 — 1999

• Manav Sthali School, Rajendra Nagar

  Higher Secondary, English, maths, science, social science

  1987 — 1992

Skills

• Product Development
• Analysis
• Leadership
• Market Research
• Soft Skills
• Business Process
• Business Process Re-Engineering
• Process Improvement
• Business Transformation
• Transition Management
• Service Delivery
• Technical Support
• Business Analysis
• Business Intelligence
• Strategy
• Call Center
• Offshoring
• Business Process Improvement
• Operations Management
• Performance Management
• Financial Services
• Crm
• Process Management
• Consulting
• Executive Search
• Resource Management
• Sla
• Program Management
• Sdlc
• Talent Acquisition
• Vendor Management
• Management
• Contact Centers
• Six Sigma
• Process Excellence
• Mis
• Employee Engagement
• Bpo
• Outsourcing
• Management Consulting