Head training team for 4 accounts at different geographies with 1800 FTE.Design, develop and implement training programs for the new hires and current team.Liaise with leadership on training needs and drive training initiatives.Discuss with leadership team to develop innovative training formats to overcome challengesSchedule brainstorming sessions and encourage new ideas.Drive projects to strengthen functional performance thereby creating value to customer.Delegate responsibility to training supervisors and provide feedbacks for their professional development.Support sales team on RFP and RFI with training needs.Develop domain expertise within the operationsSchedule audit timeline for training materials and SOP by SMEs to meet training/Operational needs Work closely with business stakeholders to implement a training strategy.Drive Training Standardization, organisational mandatory training etcProjectsCross Skilling to overcome uncertain and irregular volume to reduce delay and improve customer satisfactionStandardize Process Knowledge Assessment to identify knowledge gap and refresher session to bridge the gap.Reduced cycle time by improving fungibility score of account by creating a cross skill mechanism Order Management - Create 5 levels of Domain Academy in line of work to up-skill employees

Leads the operation of complex project such as Post Closing Credit and Compliance and Commercial Underwriting audit.Validate the KRA prepared and with respect to the SLA.Manage and drive staffing plans, schedules and quality initiatives.Calculate capacity plan to take decision to accommodate variable volume planning during weekends or for daily Overtime.Responsible to validate & maintain documentation for the smooth running of operations during and post transition phase: SOPs, Process maps, FMEAs, TM sheets etc. so that the team would be able to run the training and operations with ease.Responsible for analysing the overall team performance and initiate process improvement techniques.Conduct review calls with on-shore and client team for all kind of works operated out of location.Ensure employees growth & development, drive motivation & engagement for employees.Conduct interviews to recruit employees to work from the front to produce quality products for the Customers.Maintain quality related documents such as Service Delivery Plan and confirm that the supporting documents such as Organisation chart, MIS document etc. are up-to-date for CMMI purpose.Confirm the delivery of daily / weekly / monthly Quality Presentation/Scorecard, RCA & CAPA and TNI with training plan to the business units to improve the process quality.Has been part of Pre-Sales team for due diligence review of a 300 Full Time Employee (FTE) project.Support Presale/Solution team for Mortgage related Request for Proposal (RFP) and Request for Information (RFI).Support Robotics AI and Automation team related to the mortgages processes within the organisation.

Recruited as part of transition on Compliance review.Headed quality of a 200 FTE project to ensure that loans are delivered with quality.Plan the audit needs and requirement to help the loan being delivered with quality.Mentor team members to acquire process knowledge and gave regular feedback on their development.Create & maintain documentation for the smooth running of operations during and post transition phase: SOPs, Process maps, FMEAs, TM sheets etc. so that the team would be able to run the training and operations with ease.Transitioned Credit & Compliance Review for secondary market purchase of funded loans in December 2014 for US Mortgage.Conduct Weekly/Monthly review calls with on-shore and client team for all kind of works operated out of location.Responsible for analysing the overall team performance and initiate process improvement techniques.Conduct interviews to recruit employees to work from the front to produce quality product for the Customers.Transitioned Income Audit Review for one of the top service providers in US mortgage industry.Transitioned Processing & Document Management, Closing, and Title Review for a leading originator of US Mortgages.

Interacted with and guided new international students through the university procedures, supported and helped them to know about the culture at the university and helped them to meet the appropriate members at the international office so as to clear their queries.

Assessing credibility and credit worthiness of the customers by reviewing loan documents including high net worth customers.Regularly interacted with clients on operational issues, process changes and queries.Managed and supervised Service Levels to meet the specified requirements set forth by the client.Was delegated authority for creating KRAs (Key Result Areas) looking into the forecasted inflow and create associate incentive plans.Scheduled shift work for associates for achieving optimum use of resources.Led a team of 18 members to achieve the expected productivity and quality.Conducted regular meetings so as to make associates understand the position the associates are on the basis of their knowledge and incentive plan.Mentored junior team members to acquire process knowledge and gave regular feedback on their development.Worked onshore for transition program at Client’s premises at New Jersey, US.Awarded the Best Employee of the Year 2010 for “Best Floor Support”