Profile Evaluation Request from
SMDSUMMARY
A six sigma certified professional with domain knowledge of banking and financial services. During the 7+ years of my experience have developed experience in building
understanding of client and people management
WORK PROFILE - May 2008 till Sep 2014
Backend processing for secured home loans (From Document Preparation-Doc Verification-Funding) for an Australian Bank
Process strength: 224 FTE's
PROFESSIONAL EXPERIENCE
Assistant Manager/Manager – National Australia Bank-(Mortgage) Genpact, Jaipur-India (May 2010 - September 2014)
Workflow management of the team on daily, weekly, monthly and quarterly basis to ensure no misses on turn around time as per the service level agreement.
Drive customer service-centric operational effectiveness through continuous process improvements, handling escalations to the bankers and the client and timely follow up on the concern areas through emails/calls.
Meeting targets (No misses on service level agreement) ensuring the promises made to the client in terms of productivity and quality (Accuracy, Throughput and TAT) are met.
Monitor performance of the staff ,refresher sessions for them,arrange for appropriate training and cross training of staff when needed.
Make regular business development calls related to Quality, Projections and Forecast, improve services to clients.
Assist in special projects as required.
Process Developer/Management Trainee – National Australia Bank-(Mortgage) Genpact, Jaipur-India (June 2008 - April 2010)
Work on urgent/escalated loans for the customers to ensure settlement goes through as per the scheduled date and time
Prepare urgent settlement work report for the team and take follow ups with onshore team to meet the requirements of the loans
Ensure no misses on settlement date by priortizing the work on daily basis
Maintain the updates tracker of the process
Take refresher session as and when needed
Quality checker for the team
Process Developer – USA-(Mortgage loan processor) Genpact, Jaipur-India (March 2007 – May 2008)
Assemble loan package and take each file from pre-approval to closing.
Input proper loan information into the system and obtain Property Appraisal, Flood Certificate, Title Commitment, and payoff information.
Perform a thorough analysis of loan documents and financial data, including income, bank statement, credit reports, verification of employment,verification of deposits and purchase agreement and review of the appraisal.
Obtain missing documents and verify document accuracy by communicating directly with the onshore counter parts and any 3rd parties involved in the transaction.
Work on conditions for loans that come out of underwriting.
Maintain an active pipeline of 45-50 loans and meet closing date.
Work within guidelines set forth by regulatory bodies of USA.
Process Associate – DELL -(Technical Support) Genpact, Jaipur-India (November 2006 – Feb 2007)
Interact with customers by telephone for assisting with problem determination and problem resolution
Use of electronic tools and communication to support customer.
Assist and educate customers on the availability of internal and external resources designed to help resolve support issues.
Ability to comprehend functions and features to effectively troubleshoot and resolve issues by providing continuous quality service to clients.
PROFESSIONAL Trainings & Achievements
Won Customer Award for Settlement Coordinator role.
Won Silver Award for managing work with no lending losses for the NAB process.
Won 3 annual Gold award for maintaining 0% attrition rate.
Six Sigma, Green Belt (Trained, Tested and certified(Certification#122001-402174-703017842))
People Management
Banking Domain(KESDEE)
PROJECT MANAGEMENT
Travelled Onshore (Melbourne - Australia) for knowledge transitioning of Document Verification work type which was transitioned smoothly and stabilized well as per the client agreement and requirements
EDUCATION
Master of International Business
University of Rajasthan, India, July '08
Bachelors of Arts (Psychology-HONORS)
University of Rajasthan, India, July '06