- Service Delivery and Performance: Oversee daily operations for end-to-end service delivery. Meet &exceed service level agreement (SLAs), key performance indicators (KPIs)- Strategic Planning and Growth: Develop plans based on business projections. Manage processes andtraining needs. Plan for operations growth and team development- Process Improvement & Automation: Champion process excellence initiatives. Implement automationto enhance efficiency.- Revenue Management: Support FTE invoicing and revenue processes- Client & Stakeholder Engagement: Facilitate regular meetings (WBRs/MBRs/QBRs) and collaboratewith clients to optimize daily operations.- Team & workforce management: Staffing plans, Optimum utilization of the resources. Recruit newteam members and manage onboarding- Employee Engagement: Foster a high-performance, high-engagement environment. Ensure teamcompliance with policies and procedures. Organize employee engagement activities within budget.

• Leading a team of 100 Plus members including 5 Team lead/Sr. Team leads direct reporting for Lending Services, US process.• Responsible for day-to-day Operations - delivery of end-to-end Service Level, meeting & exceeding financial targets, deliver on CSAT targets • Strategize and implement plans based on business projections, process management, training requirements, operations planning and growth opportunities for the team. • Drive process excellence and automation initiatives • Support in Full-time equivalent (FTE’s) Invoicing and process revenue management • Coordinating with clients on regular basis for daily operational activities and administering service levels & staffing plan • Responsible to create new position code, coordinate with HR recruiter for new hiring • Responsible for Offshore new hires Onboarding process • Creating environment of high performance, high employee engagement leading to better retention of staff and ensuring that Team Managers/Members comply with all regulatory policies and procedures • Employee Engagement activity – Utilizing quarterly budget by organizing process party/sports events.

KEY RESPONSIBILITIES as Unit Manager:• Ensure daily SLA are met as per Business Schedule• Ensure process is fully compliant under the Sarbanes-Oxley Act (SOX)• Manage and address queries raised by the client and other stakeholders• Accountable for identifying, analyzing and resolving /implementation processing issues to prevent re-occurrence reducing loss to the business• Provide support and cover in terms of process management to team members• Conduct Quality Assurance checks on the process and ensure team adhere to the agreed controls and checks• Monitor performance for all Advisors on a monthly basis and provide feedback & Coaching of staffs• Address daily workflow issues and effective handling of 40+ people issues.• Update AVP with the performance of the team and daily updates related to process & people.• Measure performance of the team for e.g., performance appraisals, confirmations and ongoing feedback and training• Keep track of people management and ensure people adhere to laid down policies.• Assist AVP with Disciplinary & Grievances framework, completing documentation and scribing for interviews• Handling of Audits for the team and ensure the open actions are closed in timely Manner.• Drive process improvements culture within the team. Identify and eliminate non-value-added steps in the process• Positively support and contribute to team building and team dynamics through personally displaying team attributes.• Participate and lead any project related changes within the unit• Drive and create Risk awareness among the team• Work with RPA (Robotic Process Automation) team for the process improvement

KEY RESPONSIBILITIES as Sr. Quality Analyst:• Review all type of daily/weekly/monthly index rate published by federal government• Review all the US Commercial Business Banking Loan Product against loan documents• Review Commercial Modification/Renewal loan• Review client care request changes on the loan• Review Admin Extension - Short term maturity date extension as per client request• Provides Payoff/Month/Annual loan statement to the client as per request• Mortgage lending compliance with Federal and State Guidelines• Review Borrower/Co-borrower/Guarantor details as per KYC/RF standards• Prepare the closing documentation prior to closing and funding of the loan• Review and approve STOC request

KEY RESPONSIBILITIES:• Assess loan worthiness and review financial statements.• Configure financial data and documents in the Enterprise Resource Planning (ERP) system.• Maintains database by entering, verifying, and backing up data and documents in the ERP system.• Perform verifications as per the process to determine authenticity of data.• Generate final agreements for execution. Contribute to team effort by accomplishing related results as needed.• To verify accuracy of supporting documents including but not limited to employment, down payment, property appraisal and financial documentation.• Review of collateral documents such as property valuation report, inspection report, and title report to verify property value, evaluate liens / encumbrances and detect any defects in the title of the property.• To ensure compliance with applicable federal, state, agency, investor and statutory guidelines.ADDITIONAL RESPONSIBILITIES:• To get the raw data, paste it in applicable spreadsheets.• To get the set of reports through various dump.• To work on MS Excel and VBA (Visual basic application-Macros)• Generating MIS Management Report as per company requirement.• Maintain and update records with accuracy.

KEY RESPONSIBILITIES:• Prepare general ledger account reconciliation to meet the corporate standard/ GL Reconciliation policy requirements and internal operating as per procedures.• Review of the assigned branch accounts to ensure that the transactions are authorized & have been properly recorded to the particular GL.• Ensure that the detail of the assigned accounts is reconciled on a timely and regular basis to its sub ledger (GL Reconciliation for Mortgage, Loan, MF, Bill Payments).• Preparation of Month end Statement of General ledger and income statement account reconciliation to meet the corporate standard reconciliation policy.ACHEVIMENTS:• Maintained 100% Quality Report. • Won the Monthly Spirit of Winning Culture Award.• Won the Reward and Reorganization Award from the client two times.

Management trainee