Chaity Acharya Email and Phone Number

An experienced professional with proven track record in U.S/U.K Mortgage, Banking & Real Estate field. Responsible for adherence of effective running of daily operations, maintaining proper staffing levels and ensuring compliance while work executions. An effective communicator, both written & verbal. Highly motivated & organized, focused on managing both time and resources to ensure cost control and maximize productivity.

Role: Managing a team of 70 associates including 2 TLs & 3 Supervisors for running successful process operations in compliance to the SLA. Designing and implementing Contingency and business continuity plans for the process while adhering to the laid down guidelines.Operation KRA’s:•Responsible for managing large and complex operations.•Meet all SLA’s for all the projects pertaining to Title Processing, Lien Releases, Pay-Offs and Pricing … Show more Role: Managing a team of 70 associates including 2 TLs & 3 Supervisors for running successful process operations in compliance to the SLA. Designing and implementing Contingency and business continuity plans for the process while adhering to the laid down guidelines.Operation KRA’s:•Responsible for managing large and complex operations.•Meet all SLA’s for all the projects pertaining to Title Processing, Lien Releases, Pay-Offs and Pricing Functionalities which includes a detail work on the entire Title functionalities like curatives, scheduling, HUD Preparation etc. •Develop and enhance the processes, develop a highly motivated and trained team to ensure continuous process improvement.•Facilitate and present weekly/ biweekly client calls (through WebEx whenever required) and have regular client interactions. •Resource optimization and Capacity Planning on a regular basis in order to maximize productivity.Transition KRA’s:••Process Mapping and Skill Set Mapping.•Interacting with the client on a regular basis and proactively manage communications with the client through various mediums like conference calls, emails and WebEx demonstrations whenever required.•Creating and reviewing Standard Operating Procedures.Notable Accomplishments•Core team member in transitioning 2 high-end processes in a span of 13 months.•Significant contribution in improving FTE cost realization by 45%.•Developed a strong and cohesive team which resulted in nil attrition.•Co-ordinating and negotiating with U.S Recordings client and successfully expanded the business by 10% i.e. by about 20 FTE worth (GMAC Client).•Instrumental in retaining a client by virtue of exhibiting in-depth process knowledge and achieving qualitative and quantitative targets set by client. Show less

Role: Leading a team of 20 members for Credit Cards, personal loans and other cross-sell products all over Andhra Pradesh through teleselling. Also have managed teams dealing with Liabilities, Loans and FOCUS as additional responsibilities apart from the core responsibility.Notable Accomplishments•Pivotal role in maintaining 100% accuracy in generating authentic leads (critical to customer satisfaction) for the past 12 months.•Gained recognition in being the… Show more Role: Leading a team of 20 members for Credit Cards, personal loans and other cross-sell products all over Andhra Pradesh through teleselling. Also have managed teams dealing with Liabilities, Loans and FOCUS as additional responsibilities apart from the core responsibility.Notable Accomplishments•Pivotal role in maintaining 100% accuracy in generating authentic leads (critical to customer satisfaction) for the past 12 months.•Gained recognition in being the first in the team to be ramped up to 100 PLs per day with 99.9% accuracy consistently.•Using better selling processes and techniques in the team and thereby increasing the Lead/Contact ratio by a 10% margin.•Received “Runners up” trophy in “Just Do it” a quality carnival.•Awarded “Extra Miller Award” for outstanding performance. Show less

Role: Dealing with HSBC’s Mortgage Service Centre which includes processing the loan agreement and the valuation reports of the customers. Liaising with the branch to procure written consent with regard to mortgage queries.Notable Accomplishments•Conceived and developed a project, “Optimum utilization of production time” which increased the profits by 25%.•Nominated as the Business Point Contact for representing the team for the PATHWAY Project for various… Show more Role: Dealing with HSBC’s Mortgage Service Centre which includes processing the loan agreement and the valuation reports of the customers. Liaising with the branch to procure written consent with regard to mortgage queries.Notable Accomplishments•Conceived and developed a project, “Optimum utilization of production time” which increased the profits by 25%.•Nominated as the Business Point Contact for representing the team for the PATHWAY Project for various queries with business area.•Prepared Error Log Sheet which helped the team members as well as the manager in understanding the effects of error done.•Identified for handling Escalation Calls from customers.•Awarded “Outstanding Performer” for 3 consecutive months. Show less