Role• Handling the following processes:o Title Insuranceo Taxes (Calling)o Field Abstractor Network • Responsible for managing operations & spearheading team for excelling business targets & service delivery metrics• Vendor Management and Account Mining • Conceiving/implementing short/long-term plans for achievement of process objectives• Resourceful at maintaining excellent relations with international clients and providing value added customer service, ensuring quality using Six Sigma tools and service norms• Well versed in managing, motivating and leading teams for running successful business process operations with proven ability of achieving Service Delivery/Process Targets• Have been instrumental in process migration & establishing the operations, meeting all SLA’s, & process parameters• Responsible for Resource management, workforce/Knowledge management & Cost optimization• Revenue & Realization – Planning and achieving targets• Performance appraisals for the Team Leads on a monthly basis• Ensure adherence to required audit certification standards (documentation, information security)• Monitor relevant trends (volume inflow, productivity, quality etc.) and drive corrective action / improvements• Spearhead process improvement, efficiency improvement initiatives• Evaluate need for IT intervention (integration of client and in-house systems, development of standalone in-house systems) and work with IT engineering team on development where required.• Determine and propose pricing• Constantly seek avenues to provide more value to clientsNotable Accomplishments• Have been successful in closure of the following projectso Abstractor & Data Cost Reduction Projecto SmartProp Product Developmento Low Touch Module (LTM)

• Handling a HUD and Curative processes.• Responsible for managing operations & spearheading team for excelling business targets & service delivery metrics• Vendor Management and Account Mining • Take strategic approach to achieve the required SLA / Customer requirements on a consistent basis.• Ensure availability of latest knowledge on the process across teams• Ensure process improvement, process control & process enhancement• Drive individuals to realize their potential & optimize production• Understand & prioritize work load/tasks• Review performance & motivate members to increase performance efficiency• Performance appraisals for AM on a monthly basis• Coordinating with finance & H.R. department for salary and incentives• Coordinating with technology team with day-to-day user problems• Automation initiatives to improve process touch times• Involved in Selection and Recruitment of Management team coordinating with the H.R./Operation department• Collating & presenting team performance to the client and internal stakeholders• Responsible for Resource management, workforce/Knowledge management & Cost optimization• EWI Review with Senior Management

• Handling a Title Insurance and Mortgage processes.• Responsible for managing operations & spearheading team for excelling business targets & service delivery metrics• Conceiving/implementing short/long-term plans for achievement of process objectives• Resourceful at maintaining excellent relations with international clients and providing value added customer service, ensuring quality using Six Sigma tools and service norms• Well versed in managing, motivating and leading teams for running successful business process operations with proven ability of achieving Service Delivery/Process Targets• Have been instrumental in process migration & establishing the operations, meeting all SLA’s, & process parameters• Responsible for Resource management, workforce/Knowledge management & Cost optimization• Revenue & Realization – Planning and achieving targets• Vendor Management and Account Mining

a subsidiary of The First American Corporation, is a leading provider of offshore transaction and technology services to the Real Estate Information and Mortgage Industry.; Presently working as a Team Lead for Order Fulfillment/Quality Team, handling several sub processes like Assigning, Quality Check, Inbound, Follow-up, Panel Management and Research Desk. The total strength of the FARVV team is 136. Planning, Prioritizing, Work Distribution / AllocationRecruitment.Updating process knowledgeTracking & analyzing employee recordsGenerating reports. Timely reporting & Escalations Initiate conference calls with the clients as and when requiredMonitor performance metrics and giving feedback to team membersInterfacing with the management and support functions (day to day basis)Ensuring continuous enhancement of call quality of agent (Voice groups)Incentives/Monthly performance appraisals of members-Computation and reporting.Team management. Handling people/process issues and conflict resolutionUnderstanding the criticality of the processes and making sure all team members understand and follow the required quality standardsConducting Call coaching, performance Management and Providing feedbackMotivating teams. Controlling absenteeism/attrition of team membersIdentify low performers and help them to perform better by planning PIP's.Making sure that monthly SLA is achieved.Suggesting/Planning changes that would help in effective production and enhancement of the process.Proactively involve in succession planning.Moving levels among team members- Recognizing talent and high performers in the team and grooming them towards further development.PROJECT HANDLEDBad Escalation % ( Six Sigma Green Belt Project )Bad Address Bulk ( Business Process Re-engineering )Inbound Queue Management ( Kaizen Project )SAS 70 Audit

Job Responsibilities:Was involved in outbound sales and credit card collections. Additional responsibility to train new hires on calls and to help them achieve their daily targets.Involved in verification of sales.