Varun Dhiman

• Managed relationships with key stakeholders to ensure smooth project deliveries and overall satisfaction.
• Acted as a liaison between the delivery team and upper management, effectively communicating concerns and suggestions for improvements.
• Managed resources effectively to avoid unnecessary delivery delays.
• Championed a customer-centric approach, consistently seeking feedback from clients to make improvements and enhance the overall delivery experience.
• Implemented quality control measures for all deliveries, resulting in fewer errors and increased customer satisfaction.
• Supervised delivery staff and general productivity.
• Implemented risk mitigation strategies to minimize potential disruptions caused by unforeseen events or issues.
• Oversaw daily operations of the delivery team, ensuring timely completion of tasks and adherence to company policies.
• Collaborated closely with other departments to ensure seamless integration of processes and systems, enhancing overall efficiency.
• Recruited and trained contact centre staff.
• Efficiently handled the closure of complaints, incidents, and issues within required timelines while offering insightful analysis.

Key Achievements

• Served as a valued SME for diverse projects involving core banking system upgrade, paper correspondence reduction, call evaluation program revamp, product launches roll-out strategy formulation, facial recognition technology integration planning, enriching online application flows progressively along with enhancement of Mobile App features.
• Developed and introduced daily stat measurement tools including funding and liquidity report, as well as a comprehensive staff activity report.
• Managed team overseeing assurance activities including Vulnerable customers, CCCFA reports, Social Media, etc.
• Created and executed the training platform and framework, ensuring a functional monthly training calendar.
• Introduced escalations process and channel to highlight technology issues and improvement opportunities.
• Consistently recognized with Heartland Values awards
• Designed and implemented queue management for Contact Centre structure.

• Led employee relations through effective recruitment, communication, coaching, training, and development on lending criteria, including Q-card & Q-MasterCard products.
• Ensured responsible lending by making accurate assessments for limit increases and account reviews.
• Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
• Enhanced team productivity by implementing efficient task delegation and time management strategies.
• Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
• Supported the merchants by working alongside Business Partner Managers and Key Account Managers.
• Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
• Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
• Streamlined communication channels for increased efficiency in project execution and decision-making processes.

• Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
• Contributed to the successful launch of Skinny Broadband
• Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
• Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
• Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
• Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
• Streamlined communication within team, ensuring all members were aligned with project goals and timelines.

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
• Assisted in recruitment to build team of top performers.
• Trained and served as a subject matter expert in the Philippines from January 2015 to March 2015.

• Gained in-depth understanding of company products, systems and policies to give customers expert support.
• Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
• Handled high call volumes while maintaining a courteous and professional demeanour.
• Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.

• Delivered efficient helpdesk support with email/telephone assistance for users and customers.
• Ensured daily monitoring of tape backups, performed swap overs, and maintained computer systems.
• Demonstrated expertise in troubleshooting and resolving technical issues with computers and networks.
• Successfully managed hardware/software configuration, deployment, and Active Directory maintenance
• Provided remote user and application support for multiple Microsoft products, including the Microsoft Office Suite.

• Set clear team goals and delegated tasks and set deadlines.
• Produced weekly, daily and monthly activity reports and forecasts.
• Mentored junior team members, providing guidance and support to enhance their career progression.
• Promoted a collaborative work environment, encouraging open communication among team members for better problem-solving abilities.
• Developed strategies to promote team member adherence to company regulations and performance goals.