Leroy Pinto Email & Phone Number

Dubai, United Arab Emirates

United Arab Emirates

Dubai, United Arab Emirates

Manager: Management Information & Work Force ManagementMortgage ServicingKey Responsibilities- Responsible for Operations, Reporting, Workforce Management, Real-Time Adherence and Risk & Compliance- Created comprehensive dashboards for trend analysis, created a robust framework to relay information and analysis on business performance to key stakeholders - To pro-actively hire candidates based on attrition forecast for relevant positions to ensure adequate staffing- Disseminate / communicate updates on process and product related to US mortgage as a product and its servicing- To design realistic scorecards to ensure the department receives optimum performance from the call center and back office employees- To ensure service levels in the contact center and back office were maintained and exceeded- Turn around operational performance through the use of Quality, Training and Development and People Empowerment tools- Ensure SLAs and CTQs are met- Develop and present MIS reports, dashboards for Senior Management for effective decision makingNotable accomplishments- Led call center, back office operations & the business support team with a direct span of 2 Assistant Managers, 4 Team Leaders and a cumulative team size of 88 employees- Accelerated productivity through a systematic tracking & governance mechanism yielding an improvement of 30% within the mortgage modification process- Deputed to Hyderabad for managing the set up of back office operations - Introduced and administered Business Process Management system and dynamic dashboards for Mortgage client Countrywide- Re-engineered process flow based on a green belt project to improve productivity by 30% in 5 months- Successfully completed green belt project to improve quality scores by 700 basis points

Process Leader: Insurance claims, underwriting & Work Force ManagementInsurance ServicingKey Responsibilities- To manage the insurance claims and medical underwriting department- Manage the implementation of operational changes within the area to achieve desired business results- Responsibilities included supervising staff, coaching, monitoring, motivating team members; training employees; planning, assigning and directing work; appraising performance; addressing complaints and resolving problems.- Develop and present MIS reports, dashboards, presentations for management to review- People management & development- Day to day performance management around productivity and accuracy- Provide timely and accurate feedback and updates on insurance claims process and underwriting process to Team Members- Conduct performance reviews on a monthly, quarterly, half yearly and yearly basis- Manage employee leaves schedules- Liaise with HR Manager to select appropriate candidates in the need of hiring staffNotable accomplishments- Played a key role in transitioning multiple processes. Completed 3 visits to the United Kingdom to complete transition of 3 departments / processes to India- Was certified in medical underwriting- Managed departments which dealt with medical underwriting, death claims, pension, annuities and life / term insurance

Bachelor'S Degree, Business Administration And Management, General

Bachelor Of Commerce (Bcom)