Rajiv Rm Mohan
Client Services & Service Delivery - Emea @Bravura Solutions
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WORK HISTORY
Client Services & Service Delivery - Emea @Bravura Solutions
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
Priyadarshini College of Computer Sciences affiliated to MJP Rohailkhand University
B.Tech (CSE), Computers
Manav Sthali School, Rajendra Nagar
Higher Secondary, English, maths, science, social science
SKILLS
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
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