• Managing a team of 20+ operators in Home loans department, servicing Australian clients• Re-established operating rhythm and recovered SLA from 7 days to 2 days within 3 months of inception into the team• Developing and empowering people, performance management, coaching and mentoring• Continuously improving service level agreements, efficiency and capacity creation in the team to take up additional volumes / new projects from onshore• Ideated various EUC tools in the team that were successfully scaled, witnessing ~80% reduction in our operational and compliance risk incidents, and also a stronger control environment for error free transactions• Responsible for project monitoring and delivery within the team. Managed all projects by setting up scrum boards, daily stand meetings and EWS tracking / reporting on blockers• Fortnightly meetings with the Stakeholders to understand drivers to the volume, key concerns and the learning shared across• Working closely with Products for the ongoing changes and improvising the process• Internal retail lending audit SPOC – assisting the RLO vertical in preparation to external audit

• Spearheaded departmental objectives and tasks by coaching and mentoring 18+ direct reports and supporting them to add incremental value to the end-to-end mortgage line• Seamlessly delivered Building Insurance remediation project by planning resources, training 200+ operators within the department and completing all remedial actions within 2 months for compliance with regulatory obligation. This also helped in re-engineering ANZ Home loans Building insurance validation process across service centers• Managed production, volume forecasting and resourcing activities on an ongoing basis• Regular Calibration with Onshore Stakeholders to discuss plausible risks and enhanced our control environment• Perform RCA’s to investigate underlying issues and provide valuable inputs to reduce errors and promote an error free environment• Queue management, reporting and managing the overall productivity of the team• Generated monthly reports for key stakeholders across Bengaluru and Melbourne on team’s state of health

• Production management, analyzing statistics and author various reports for day to day operations i.e. Agent daily performance, Volume trends, Forecasting Vs Actual• Lead, motivate, develop and appraise team members, co-coordinating their training and development in order to ensure individual and collective performance meets business objectives• Continuously improving service delivery timelines and building center of excellence for Settlements in Home Loans business unit• Steer operators to work efficiently to meet service level agreements through effective work allocation and resource management• Managing enquiries / escalations from Branch and relationship managers, supporting queries / escalations relating to mortgage settlements

• Funding mortgage loan applications for customer across Australian geography• Analyzed credit information to determine the risk involved in lending to HNI customers• Risk mitigation to improve the process quality by mentoring team members• Performed Quality Checks to ensure the accuracy of the central database for Home Owners• Initiated regular governance for processes documentation

Payoffs, Loan Modification, Data Maintenance, Lease and Consumer Holdovers