DHARAM RAJ
Jamshedpur
Summary
Dynamic leader with 16 years of experience in People Management and Client Support. Proven ability to enhance team performance and customer satisfaction through effective communication and problem-solving strategies. Skilled in analyzing operational processes to implement proactive improvements and achieve strategic goals.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Delivery Manager
Tata Consultancy Services
Kolkata
09.2024 - Current
- Directed end-to-end delivery of UK Life & Pensions projects, emphasizing quality and stakeholder management.
- Supervised project planning and delivery governance to achieve successful outcomes.
- Facilitated client communication and cross-functional coordination to enhance project execution.
- Ensured compliance with domain standards while driving continuous improvement initiatives.
- Cultivated strong relationships with UK-based stakeholders to support project goals.
- Led multi-disciplinary teams, aligning execution with business objectives throughout all project phases.
PMO Lead
Wipro Technologies
Kolkata
01.2021 - 09.2024
- Developed business case process, PMDF, and post-implementation process for project governance.
- Coordinated with senior management to align PMO strategies with corporate objectives, facilitating effective decision-making and resource allocation.
- Governed over 160 projects monthly and 250 projects quarterly across enterprise infrastructure and strategic initiatives.
- Conducted post-implementation reviews of completed projects following defined frameworks.
- Identified and communicated risk issues to stakeholders and leadership during project governance.
- Collaborated with project managers and stakeholders weekly to ensure adherence to processes and policies.
- Facilitated regular updates with IT infrastructure support teams and regional/business CIOs on project status.
- Tracked project delivery timelines, highlighting risks to maintain transparency.
- Reviewed project documentation and reports weekly, addressing discrepancies with project managers.
SENIOR GROUP LEADER
Wipro Limited
Kolkata
05.2021 - 12.2021
- Collaborated with team members to achieve target results.
- Managed complaints with calm, clear communication and problem-solving.
- Maintained clean, safe working environments to eliminate accident risks.
- Achieved service time and quality targets.
- Engaged with customers to better understand needs and deliver excellent service.
- Identified issues, analysed information and provided solutions to problems.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
OPERATION MANAGER
Conneqt Business Solutions limited
Kolkata
06.2019 - 05.2021
- Heading the Contact Center and Sales spoc, Handling Inbound Operations.
- Spearheading operations with a team of 150+ Associates, 3 Assistant managers/Deputy Managers and 11 Team Leaders, ensuring maintenance of process & overall operational deliverables.
- Responsible for the KPI delivery & Sales for Pan India.
- Responsible for achieving RPA and RPS and need to ensure the profitability of the center.
- Achieving operational efficiencies & targets, and ensuring high level of quality deliverable & customer satisfaction.
- Identifying root cause of errors and implementing process improvements as preventive measures when necessary.
- Responsible for Staffing & Manpower Scheduling.
- Resource Utilization & Attrition Control.
- Monthly Reviews and Management Self Audits.
- Assign performance ratings; approve awards and ensuring performance-based corrective actions.
- Conducting Skip Level meetings for Associates on a monthly basis.
- Collect and Analyze call center statistics.
DEPUTY MANAGER
Tata Business Support Services
Kolkata
04.2017 - 05.2019
- Led operations with 150+ associates and 8 team leaders to maintain processes and deliverables.
- Achieved operational efficiencies and targets while ensuring high-quality deliverables.
- Identified root causes of errors, implementing preventive process improvements as needed.
- Managed staffing and manpower scheduling to optimize resource allocation.
- Developed strategies for ongoing performance improvements and cost reductions.
- Drove client satisfaction through actionable insights during presentations and meetings.
- Conducted monthly reviews and management self-audits to ensure compliance.
- Facilitated performance evaluations, approving awards and enforcing corrective actions.
ASSISTANT MANAGER
Tata Business Support Services
06.2014 - 03.2017
TEAM LEADER
Tata Business Support Services
Jamshedpur
01.2011 - 05.2014
CUSTOMER CARE EXECUTIVRE
Tata Business Support Services
Jamshedpur
03.2010 - 12.2010
Education
MBA - operation Management
National Institute of Business Management
Chennai01.2016
B.COM -
Ranchi University
Jamshedpur01.2013
Skills
- People Management
- Analytical thought process
- Project management
- Strategic planning
- Data analysis
- Proactive communication
Accomplishments
- Received multiple RNR in TCS & Wipro.
- Implemented power BI project status dashboard in Wipro (BITS)
- Received chairman choice award from Quess group for the outstanding performance during lockdown.
- Received special achiever award from CBSL for initiating & driving WFH during lockdown.
- Awarded for reducing Repeat Call % Prepaid Process from 28 % to 15 %
Languages
English
Hindi
Bengali
Projects
Have experience for end-to-end Transition of 2 Process; Location Mohali/Munnar & Kolkata Transition done for TTL Prepaid at Munnar & Mohali location and was responsible for end to end responsibility from Hiring the advisors, Facility set up and IT readiness
Hobbies and Interests
- Playing Cricket
- Doing workout at the gym
Certification
- Generative AI foundation
- Six Sigma Green belt
Timeline
Delivery Manager
Tata Consultancy Services
09.2024 - Current
SENIOR GROUP LEADER
Wipro Limited
05.2021 - 12.2021
PMO Lead
Wipro Technologies
01.2021 - 09.2024
OPERATION MANAGER
Conneqt Business Solutions limited
06.2019 - 05.2021
DEPUTY MANAGER
Tata Business Support Services
04.2017 - 05.2019
ASSISTANT MANAGER
Tata Business Support Services
06.2014 - 03.2017
TEAM LEADER
Tata Business Support Services
01.2011 - 05.2014
CUSTOMER CARE EXECUTIVRE
Tata Business Support Services
03.2010 - 12.2010
MBA - operation Management
National Institute of Business Management
B.COM -
Ranchi University