Mortgage Servicing Business for a leading US Financial Institution- To manage day-to-day operations- Performing assessment for offshore opportunities and offering solutions to confront operational challenges- Transition Management- To plan resource deployment and monitor staffing- SLA & Contract Management- Lead Internal & External Governance- Client interaction with the objective to deliver Target Delivery Model and enhance client satisfaction

Key Responsibilities in Role:- Managed Mortgage Servicing Operations for Credit Disputes and FHLB Team. Responsible for resolving credit disputes and managing FHLB audits for US Leading Bank. - Manage Contractual Obligations of processes- Performance Management/ Monitor Training & Feedback Plans- To lead Internal and External GovernanceAchievements/Milestone in Role:- Published White Paper (POV) on Credit Bureau Disputes in Infosys.- Recognized with Best Lead AwardMortgage Originations:- Lead Mortgage Pre-processing team. Responsible for ordering 3rd party documents for borrowers- Worked with Infosys Mortgage Processors to review their process and carve out offshoring opportunity- Setup an offshore team for Processing Support which was responsible for reviewing borrower documents and keeping them current until loan moves to closing

Key Responsibilities in Role:- Managed Consumer Lending Servicing team responsible for servicing customer with Loan - Onboarding, Payment Processing, etc.- To ensure Process SLA are being met and reported correctly via MIS- To provide feedback on errors/escalations and identify error trend by performing analysis- To draft training & placement plans for new hires- To conduct One on Ones for team & managing CDPs - To lead Internal and External Governance- To monitor team’s performance. Drafting and execution of remediation plan to minimalize performance variation | Operations ManagementAchievements/Milestone in Role:Consumer Lending (Retail Banking - Servicing) - Supported business leads in consulting client for Consumer Lending Segment & recommended ways to improve productivityBankCard Operations (Retail Banking - Credit Card Segment) - Travelled onsite to transition Credit Card – Non Monetary Support function to offshore (Bangalore). Team supports onboards new application on mainframe and caters administrative changes in the Credit Card database requested by end-customer. Mortgage & Consumer Lending - Credit Disputes Knowledge Transfer - Travelled onsite to transition Credit Disputes function to offshore (Jaipur). Team handles Credit Bureau disputes raised by Mortgage Loan, Consumer Loan & Credit Card customers. - Six Sigma Green Belt Project: Led a SSGB project aiming towards improvement in a client metric Dispute Resolution Accuracy Ratio. Able to secure hard benefit of 4FTEs to client worth ~20K USD.FHLB Audits - Whole Loans Operations - Assisted Business Leads in transitioning an FHLB (Federal Home Loans Bank) Audit segment to offshore operations for a US based financial institution. The team is responsible to ensure all required docs for a loan are in place that are obligatory per FHLB Checklist.

Key Responsibilities in Role:- Reviewing work allocation and measuring performance against the pre-defined targets. Supporting Team Lead In drafting action plans to minimize performance gaps- Responsible for training & certifications for new joiners- Responsible for calibration with onshore, resolving challenges and managing escalations raised by clients- Responsible for a Springboard Session with onshore for process improvement- Won 2 Individual Extra Millers for efficient performance as SMEAchievements/Milestone in Role:Strategic Thinking | Harvard ManageMentor | Harvard Business PublishingCompleted a course on Strategic Thinking from Harvard ManageMentor. Certificate embedded. Lean Six Sigma Yellow Belt Project:Successfully completed certification with a project aiming towards reduction of average handling time of transaction. AHT is a critical metric to deliver productivity and improve client satisfaction. A web based tool was created to centralized knowledge updates, application access and improve other operational aspects. Soft benefit for ~89K USD was secured with the implementation of tool to business. This project was also nominated for PACE Competition for Platinum category.Planned and Led a reverse knowledge transfer for an Email based customer service process from Jaipur to Bangalore Delivery campus:- Trained a team of 30+ teammates over 10+ different queue types- Drafted Training & Certification Plan- Provided smooth handover to Bangalore team; Due Diligence

Associated with Email based Customer Support team: - Assisting in Transition and knowledge transfer of processes- Creating dashboards, performance baselines and monitoring, workforce planning, etc.- Creating job-aids, content writing, finding opportunities for improvement

Joined Client Contact Center (STOLI) - Email Based Customer Service