• Effectively managing the team to meet the Quality and timeline targets.• Analytical ability to understand the foreclosure timeline and drive team to perform to have a positive scorecard for client.• Been instrumental in on boarding new clients and transitioning processes• Effective coordination/ Communication with the client and other departments to smooth functioning of the process.• Understand inventory management principals.• Manage exception to the process and follow appropriate escalation procedure to meet the goal.• Ensured to deliver error free work product by constant coaching and understand the process change and effectively communicating to the team and the other departments.• Effectively coordinated with Training, Quality, and Process Improvement teams for smooth running of the process and identify problem areas and provide solutions.• Ability to take on special projects and work on cross functional projects.• Experience in Judicial and Non Judicial Mortgage process ( Foreclosure)• Consistently achieved the revenue target by leveraging end-to end process for clients

Process Lead : Tech support for Internet and Telephone

• Monitor daily and Weekly targets; attend client’s call on a weekly basis to understand the client’s requirement.• Monitor Agents productivity and quality and provide daily feedback to the agents.• Review all Quality reports and ensure that there is proper feedback/counseling to the team member.• Set targets for the entire team and individual team members and conduct periodic Performance Appraisals to facilitate performance management.• Ensure communication to the authority regarding the application/requests for leave of team members and approving them keeping in view the forecasted volumes.• Liaise with all other support functions to ensure smooth operations and minimum interruptions for the working team.

• To supervise a team of 16 in Non Voice Insurance sector, to manage the work received from UK, and turn it around within the time line specified and to ensure achievement Targets and Service Level Targets• To identify means of improving teams and individual members efficiency and communicate to the authority.• To analyze risks and take underwriting decision over and above the associates.• To assess and check the quality of the Agents and help them manage their skills better.• To maintain reports and documentation as per ISO standards.• To ensure proper documentation and communication of MIS reports.