Wells Fargo & Company (NYSE: WFC) is a nationwide, diversified, community-based financial services company with $1.7 trillion in assets.Wells Fargo Enterprise Global Services (EGS) is a critical component of the Wells Fargo’s (Wells Fargo Bank N.A.) strategy to leverage distinct advantages in doing business in a global environment. Wells Fargo EGS - India (Wells Fargo India Solutions Private Limited and Wells Fargo International Services Private Limited) is primarily an extension of the technology, operations, knowledge services, and corporate support teams of Wells Fargo. It engages in application development and support, testing, other technology functions, international operations, knowledge support, middle and back-end banking process solutions for a wide spectrum of Wells Fargo’s needs.Key Result Areas:- Responsible for ensuring the operations are carried out as per the required SLAs, interact with the customer and plan completion of the project. Accountable for all process deliverables pertaining to SLAs, KPIs around legal documentation review- Responsible for managing the originations business under capital markets and servicing sphere- Responsible for the execution and management of Operations and for providing subject matter expertise and oversight to sub processes with steep SLA’s (Indexing, HAMP inputs, Escrow, Data Lifting, Quality Assurance)- Understanding LOB’s broader business context and problems and then engage with stakeholders and lead engagement governance- Headed multiple transitions simultaneously and ensured that the department goals are met- Worked as an independent site leader and managed all on site operational and people issues, coordinated action plans for daily operations, established work priorities and ensure customer enquiries (both internal and external) are actioned effectively while meeting cost, productivity and quality goals.

HSBC is one of the world’s largest banking and financial services organisations. It serves more than 45 million customers through four global businesses: Retail Banking and Wealth Management, Commercial Banking, Global Banking and Markets, and Global Private Banking.Key Accomplishments:-Generated an additional revenue for the business partner of approx. USD 300,000 per annum as a part of the Green Belt Project which was rolled out for the US Cards & Retail Services Business -Improved Voice of Customer (VOC) scores from 73% in 2011 to 78% in 2012 -Achieved reduction in fee reversals in the US Cards Contact Center Operations Team and accomplished an annualised saving of USD 145,000 for the year 2011-Attained a cost saving of USD 100,000 through First Time Resolution in both Back office and Contact Center Team-Through various process improvement interventions, Unit Costs in the back office teams were reduced by 37% -Increased fraud saves for Middle East region by replicating the fraud telephony process from the UK region and thereby increasing fraud saves from 5% to 17% which translated to saves of $111,414 in 2010-Extensive experience in leading transitions witnessed by the following migrations/remigrations:o Acquiring chargebacks/disputes process (Merchant Services) 30 FTE from HSBC Offices in Leicester, UK to HSBC GSD Vizago Issuing Chargebacks/Disputes (85 FTE) process from HSBC GSD in Hyderabad to HSBC GSD in Vizago Fraud Inbound Telephony (Post Fraud Investigations) process from HSBC GSD in Bangalore to HSBC GSD in Vizago Led the migration of Middle East Chargebacks/Disputes (13 FTE) process from Dubai, UAE to GSD Vizag -Standardized Contact Center metrics for all processes in VPO section and amalgamated queues/processes which helped in similar levels of customer service being provided to customers together with saving of 4 FTE for the organization and enhanced occupancy rates.

Managed a team of over 20 associates in UK Cards Acquiring Chargebacks and Disputes.Complaints Champion for the site in 2007.Achieved a satisfactory rating in all Group Audits/Compliance reviews.Populating the MIS system to capture process and schedule adherence data and set-up strong process measures to reduce variance and improve occupancy% and efficiency metrics.Conducting Call pattern Analysis and processes around it to control variance in handle time, plan trainings and effectively maintain Shrinakge.Documenting Personal Development Plans, performance reviews, manage personal rapport, counselling, recruitment, and retention communicationEnsuring that the dept. SLA are met.Reviewing and analyzing the effectiveness of operating procedures, recommending changes and improvements as appropriate.Conducting the "Train -the- Trainer" modules for new Trainers.Developed effective cross training and robust leave planning to ensure PLAs are met and achieve 90% production levels.

Responsible for Business Migration of the Chargebacks Helpdesk process from CSSC Leicester, UK. Ensured the successful implementation of Migration by providing complete support during and post the migration phase.Trained the new teams with the support of the SME from the Business Area to ensure proper understanding of the process while they are on floor.To monitor the performances of the Executives by providing constructive feedback on the calls and highlighting the areas of opportunities.Streamlined procedures and worked towards elimination of showstoppers.

Expertise in Collections CoE collecting on past due accounts starting from early to late stage accounts.