Key Responsibilities:• Manage overall project operations, planning and monitoring the resource deployment in order to ensure optimal utilization of resources• Conducting periodic review with team leads review daily dashboards and provide guidance and support to the Team in order to ensure SLA and KRAs are in compliance• Handling client escalations with process owner and anticipate and plan for future challenges/issues with the process owner in order to ensure strong customer… Show more Key Responsibilities:• Manage overall project operations, planning and monitoring the resource deployment in order to ensure optimal utilization of resources• Conducting periodic review with team leads review daily dashboards and provide guidance and support to the Team in order to ensure SLA and KRAs are in compliance• Handling client escalations with process owner and anticipate and plan for future challenges/issues with the process owner in order to ensure strong customer relationships• Identifying training need for team, review training plans created by the TLs for their teams and monitor trainingimplementation for the process• Identify process gap and providing solution for it that can help in improving the process.• Work with the HR team to track open requests and hiring status and reconcile FTE reports to the list in the forecasting system.• Set goals for team, and provide regular feedback on their performance Show less

• Managed a team of 8 Team leads and 60 people where the team is responsible for preparing loan docs and coordinating closing and funding of the loan. • Managed SLA for Better.com as well as its partners loans, making sure than loans are closed on time and funds are wired to settlement agent. • Handled Payment/Wire related escalations that were received from client related wire amount mismatch. • Driving daily production and working with TLs on clearing production… Show more • Managed a team of 8 Team leads and 60 people where the team is responsible for preparing loan docs and coordinating closing and funding of the loan. • Managed SLA for Better.com as well as its partners loans, making sure than loans are closed on time and funds are wired to settlement agent. • Handled Payment/Wire related escalations that were received from client related wire amount mismatch. • Driving daily production and working with TLs on clearing production roadblocks/bottlenecks • Improving training material, SOP’s, and onboarding program for new hires • Identify process gap and providing solution for it that can help in improving the process. • Coached and mentored team members to make them achieve their full protentional Show less

• Assist manager with driving daily production.• Creating training material, SOP’s for new processes, and improving training material and onboarding program for new hires• Identify process gap and providing solution for it that can help in improving the process.• Working on escalations and solving problems and roadblocks that are critical for the process• Coaching and working on professional growth of TL’s.

Worked on a Industrial mapping project in which my work was to collect data from retail units working in Haryana. Information collected through the survey includes Basic Profile, Location and land, Investment in Plant and Machinery, Employment Generation, Closure/ Sickness, Credit Status, Turnover and Capacity, Need and Plans for expansion, Energy Sources.Key Role* Customer interaction* Data Collection planning* Team management* Data analysis