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Piyush Dhiman

@piyushdhiman

Message

I lead compliant, high-volume operations that improve performance, productivity, and customer outcomes.

India

Message

I've led high-volume US banking operations at Genpact, overseeing $2B+ in annual transaction volume while maintaining 100% adherence across 15+ regulatory bodies.

I partner with service delivery leaders to strengthen accountability, improve compliance scores by 22%, and bring underperforming units to a 98% quality baseline. I also deployed executive regulatory dashboards that cut mean time to detect by 60%.

Before returning to Genpact as an Operations Manager, I founded and ran Dhiman Hospitality, growing restaurant revenue 20% year over year, reducing COGS by 15%, and leading a team of 15+ with 90% retention.

Across operations, workforce management, transitions, and performance improvement, I've built SOPs, training programs, and resourcing plans that improve service levels, reduce risk, and deliver measurable business results.

Experience

Work history, roles, and key accomplishments

Operations Manager

Genpact

Feb 2022 - Dec 2025 (3 years 10 months)

Led compliance architecture and risk mitigation for high-volume US Banking operations, overseeing $2B+ in annual transaction volume. Partnered with Service Delivery Leaders to drive a 22% increase in Op-Ex compliance scores and deployed automated regulatory dashboards reducing MTTD by 60%.

Compliance Risk Mitigation Regulatory Compliance Executive Dashboards SOW Banking Operations Process Optimization

Owner

Dhiman Hospitality

Jun 2016 - Apr 2022 (5 years 10 months)

Founded and managed a full-service restaurant, achieving 20% year-over-year revenue growth through strategic menu engineering and localized marketing. Optimized P&L by renegotiating vendor contracts, reducing COGS by 15%, and maintained 100% compliance with FSSAI and health safety licenses.

Restaurant Management Menu Engineering P&L management vendor negotiation Compliance Team Leadership Customer Satisfaction Loyalty Programs Digital Marketing

Manager

Genpact

Nov 2014 - Jun 2016 (1 year 7 months)

Developed and deployed comprehensive compliance training programs for 1200+ employees across 3 international sites, ensuring 100% certification within 30 days. Designed targeted compliance workshops that reduced quality audit findings by 20% and streamlined training delivery with a modular digital curriculum.

Compliance Training Program Development Workshop Design Digital Curriculum Risk Mitigation Cross Functional Training Process Improvement

Team Leading – Assistant Manager

Genpact

Oct 2009 - Oct 2014 (5 years)

Directed operations for an 80-person US Consumer Cards collections floor, consistently achieving $500M in monthly recovery targets. Managed complex scheduling and incentive structures, maintaining a 70% employee engagement score and reducing annualized attrition by 70%.

Operations Management Collections Performance Management Workforce Management SLA Adherence FDCPA TCPA Coaching Data Analysis

Workforce – Assistant Manager

Genpact

Nov 2008 - Oct 2009 (11 months)

Optimized seat utilization and staffing levels, boosting seat utilization by 18% and saving $150,000 annually. Enhanced forecasting accuracy from 85% to 96% and authored monthly resourcing reports with 100% executive adoption.

Workforce Management Capacity Planning Forecasting Staffing Optimization Data Analysis Reporting Cost Reduction Service Level Management

Performance & Productivity Manager

Genpact

Jan 2008 - Nov 2008 (10 months)

Standardized performance benchmarking across 800+ agents, reducing performance variance by 22% and achieving 95% calibration among quality auditors. Audited monthly billing cycles exceeding $2M, recovering 4% of lost revenue and designed incentive contests that increased right-party contacts by 12%.

Performance Management Benchmarking Calibration Quality Assurance Billing Accuracy Incentive Design Data Analysis Compliance

Business Analyst

Genpact

Jan 2005 - Dec 2007 (2 years 11 months)

Generated process capability analyses that identified bottlenecks and increased hourly throughput by 20%. Authored weekly operational reports with 98% variance accuracy and managed a $1.5M monthly delinquent portfolio achieving a 70% recovery rate.

Process Capability Analysis Operational Reporting Forecasting Capacity Planning Data Analysis Collections FDCPA Recovery Management

Associate

Genpact

Jan 2002 - Jan 2005 (3 years)

Managed a $1.5M monthly delinquent portfolio, achieving a 70% recovery rate that exceeded the site average by 12%. Executed high-volume outbound campaigns on US card portfolios, migrating 65% of accounts from 60-day to current status.

Collections outreach campaigns Recovery Management FDCPA Data Analysis Performance