Dheeraj Rawal

• Handling service delivery operations with 50Cr annual revenue.
• People Management -Resource Planning, and Deployment and Process adherence and improvement, Budgeting and Cost Control
• Optimized resource utilization by reallocating personnel based on workload requirements and skill sets.
• Conducted regular reviews of ongoing projects to identify potential risks and implement mitigation strategies accordingly.
• Managed large, transformative initiatives impacting multiple delivery channels.
• Identified and communicated customer needs to supply chain capacity and quality teams.
• Built strong relationships with clients by following up on previous purchases and suggesting new products.
• Reduced workflow inconsistencies by recruiting and hiring capable staff members.
• Performed payroll responsibilities every 4 weeks by correcting any variances and scheduling conflicts.
• Streamlined and monitored quality programs to alleviate overdue compliance activities.
• Facilitated change management activities for department and staff of 1000 individuals.
• Reduced customer service complaints 47% by designing new methods of resolution.
• Proactively analysing, consulting, designing, leading, and executing on initiatives that drive client success, operational excellence, and innovation at both Client Account and / or regional level. Initiatives include business transformational activities in addition to problem resolution or avoidance.
• Supporting performance driven culture ensuring that improved capacity, productivity, efficiency, and quality are central to all change initiatives
• Perform in-depth data analysis (reviewing, manipulating, interpreting, identifying trends and presenting) of suite of reports and data. Leverage data insights to diagnose performance and service delivery trends or issues
• Devise and control project plans to ensure successful deployment of strategic initiatives listed above
• Positively impact account & regional financial performance through the delivery of the above, by removing operational risk, embedding service excellence, and instilling lean practices & processes
• Leadership & Direction to team members and colleagues
  Solutions Analysis, recommendations, needs assessment (Problem Solving)
• Reduced operational costs through strategic resource allocation and process optimization
• Led cross-functional teams for successful project completion within deadlines and budget constraints
• Collaborated with sales teams to ensure smooth handover of projects from pre-sales to delivery phase
• Mentored junior team members to improve their skills and productivity in delivery roles

• Directed internal operations for $90M training project; 15 new facilities; project on track/on budget.
• Reformed institutional policy/created effective organizational change; employee satisfaction improved 30%.
• Directed Quality Assurance surveillance and evaluation operations; provided guidance/mentored team members; approved surveillance plans of 1K+ assessments/year; chaired weekly/monthly executive briefs.
• Analyzed change metrics and identified negative trends; coordinated with multiple stakeholders to implement strict oversight and policy changes; student attrition reduced by over 5%.
• Provided equitable discipline; quality reviewed 280 annual performance reports, feedbacks, Developed key performance metrics reports; held quarterly business reviews with emphasis on improved cost savings. rewards and military decorations
• Lead team to manage profit/funded centers; optimize revenue, sales & marketing orientation, asset utilization, good in administration, & delivery management.
• Lead team for liaising with local bodies, Associates, Key Brand visibility, Location owners, Institute Heads, NGO and community to maintain positive energies. Mass/Group/ individual counselling at different places of city/ district such as villages, Residence, Hubs, Schools etc.
• Implement & Review processes take care of the education centre, students & team members with high quality standards. Create methodologies & metric based on business requirements, dynamics reengineering, and review implementation & take corrective action
• Generate automated/manual reports to be shared with stakeholders on daily/fortnightly/monthly/quarterly/bi-annually / annual basis.
• Conduct Monitoring visits to check the process compliance at NF centres situated in Bangalore, Mumbai, Hyderabad, Delhi, Pune & Chennai.
• Working closely with finance team to work upon financial aspects and generate fund utilization certificates against funds received from different funders.
• Work closely with Group CEO and management team to lead development of formal projects plans. When projects are implemented, perform technical project management role.
• Take essential measures for establishing and carry on relations with several Human resource Managers and community associations.
• Offer timely follow-up with placement team to get placement outcomes, and exhibits persistence in efforts to contact graduates for present employment information through e-mail, telephone or other communication techniques.

• Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
• Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
• Implemented performance metrics to evaluate team effectiveness and identify areas for improvement.
• Conducted regular audits of ITSM processes to ensure compliance with internal policies and industry standards.
• Managed risks associated with IT service delivery by implementing robust risk assessment and mitigation strategies.
• Improved service quality by consistently monitoring SLA compliance and implementing corrective actions.
• Managed resources effectively to maintain optimal staffing levels while minimizing costs associated with workforce planning.
• Initiated proactive outreach efforts towards at-risk customers, reducing churn rates significantly over time.
• Conducted thorough analysis of customer data, identifying trends that informed future company initiatives aimed at improving client retention rates.

Initially Deliver & then Manage Corporate Trainings to Employees of HCL Technologies Ltd., HCL Infosystems Ltd., and various other corporate clients of HCL like Microsoft, EMC2 ,SOPRA etc for making them eligible to work upon latest technologies in Java, MS-Sql.
• Writing training content and assessments for corporate clients.
• Deliver T3 (Train The Trainer) programs for Retail, IA (Institutional Alliances) & Govt. trainers.
• Deliver & manage induction trainings of new recruits upon different platforms depending upon the projects and team memberships.
• Interacting with Training & Placement officers of all IA tie ups at PAN India level, understanding their pain areas and delivering solutions via on-Campus/off-campus trainings.
• Delivering Faculty Development Program (FDP) Sessions across different Institutional Alliances (IA).
• Managing backend support to Institutional Alliances (IA) & corporate clients.
• Schedule and plan training calendar for Institutional Alliances & Govt. Clients.
• Manage Institutional alliances with Colleges affiliated to AICTE across northern & central territory geographical reach.

Deliver Technology Batches depending upon the session plans.
• Taking care of admissions chasing financial targets.
• All round administration of the centre starting from session plans, accounts, administrations, human resources, Compliance reports etc.
• Interacting with Head Office people, understanding requirements and running the daily execution of centre proceedings.
• Delivering Faculty Development Sessions to Trainers.