Key responsibilities:• Handling a blend of non-voice and voice processes. (Customer Service)• Lead contact for client engagement and first point of contact for escalations if any• Feasibility analysis and evaluation of “as is” processes for evolution to “should be” stage• Process Automation with the use of logic and system controls thereby, affecting quality and production time• Aid Sales - Work closely with Business Development (Presales, Sales) team and actively participate in pitching Settlement related opportunities to new clients.• Deliver strategic consultancy to clients, along with valuation services, re - engineering, change management, sequencing and help them to achieve maximum business value, strategic development to help them to improve cost efficiency and to build domain expertise.• New Client onboarding – Actively participate in new client onboarding by adjusting the process flow as per their requirement.Operations Management:• Profit & people – Revenue management (Gross and Net) through talent career nurturing, employee retention, resource utilization, process efficiencies• Negotiate site/business level targets with owners and assign deliverables• Performance management and spontaneous strategy changes to meet targets• Business Review – Managing and handling Monthly and Quarterly reviews with the client• MIS – Possess a strong understanding of MIS reports for SLA invoicing, capacity planning, trending, forecasting, scheduling and reviewing historical data.• SLAs & KPIs – Managed through a robust capacity planning and people management model across dynamic shifts• Regular interactions with the Training and Quality team to identify gaps• Implement Action plans to resolve Training and Quality gaps.• Change management & 360-degree communication for efficient implementation of controls

People and Performance:• Identify & bridge gaps in delivery capabilities with operations & training actions• Career-pathing and succession planning along with recruitments, allocation & deployment.• Feedback review and action planning for performance enhancement• Recognize efforts at individual/team levels and rewarding results• People and process TNA for skills enhancement across levels.• Quarterly townhalls to discuss process goals, achievements, opportunity areas and R & R.Project Management:• Needs’ identification to make changes for procedural efficiency and resource utilization• Cost & attrition control/retention for higher profitability, business continuity planning & execution• Business Review – Managing and handling Weekly and Monthly reviews with the team• Customer & Commercial essentials – CSAT, NPS, FCR, CTQ, TAT, Queue and Touch Time etc.• Oversaw and monitored the progress of project deliverables and estimations and tracked the integrated project plan; maintaining processes to handle the scope throughout the project life-cycle.• Customer Service – CSAT/Customer Experience managementCompliance and Strategy:• Risk & Controls – guard financial as well as reputational risks through internal and external audits • Support all businesses strategic and manage long-term goals by following strategic initiatives and helping in the development of long-term growth plans• Business analysis and reporting to Portfolio head for decision making.• Strategic business planning to deliver ‘What Customer Wants’ (CSAT and NPS Management)

Lead generation for mortgage loans.Handling outbound sales process.

Reporting to Assistant Manager Operations.Processing and underwriting mortgage loan applications.Meeting and exceeding all CTQs.Ensuring low TAT.Training and helping new joiners come up the learning curve.Best practice sharing on delivering low touch time.Successfully completed DMAIC and YLDP training.