Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Suprasanna Narayana Holla

Bengaluru

Summary

Results-driven Senior Operations Specialist with over 5 years of experience in retirement client servicing and operations management. Proven expertise in managing escalations, leading cross-functional teams, developing SOPs, and ensuring compliance with regulatory standards. Adept at maintaining client relationships, handling audit support, and delivering process improvements through data-driven decision-making. Seeking to contribute to an SME capacity within a high-performance team environment.

Overview

5
5
years of professional experience

Work History

Spec Client Solution

Empower
Bengaluru
06.2024 - Current
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Completed day-to-day duties accurately and efficiently.
  • Ensure timely and accurate completion of all daily, monthly, and ad-hoc tasks, with comprehensive reporting, and adherence to established standards.
  • Developed and maintained comprehensive dashboards in Salesforce for my team.
  • Utilized advanced Excel formulas and functions to support infrastructure.
  • Daily, prepare weekly, and monthly reports.
  • Created and periodically revised Standard Operating Procedures (SOPs) to enhance operational efficiency and streamline workflows.
  • Understand operational standards and SLAs, ensuring all required standards are consistently met, and ensure all team's queues are cleared before the defined cut-off time.
  • Handled various account maintenance SRS, including address updates, beneficiary updates, and return mail processing.

Senior Operations Analyst

FIDELITY NATIONAL FINANCIAL
Bengaluru
07.2020 - 06.2024
  • Created training materials for staff members regarding new or revised operational procedures.
  • Issued and processed over 1,500 payoff statements monthly, as per lender and escrow instructions, within strict deadlines.
  • Requested and tracked payoff documents from lenders via email, phone, fax, and automated platforms.
  • Created CPLs and delivered 'Paid in Full' documentation to escrow officers accurately and on time.
  • Assembled and archived final document packages, while ensuring communication with all stakeholders.
  • Managed order entry in SPS and sent out commitment packages with tax forms, plat maps, and wire instructions.
  • Drafted and dispatched over 1,000 absentee and fraud prevention letters using multi-source data and FedEx.
  • Conducted root cause analysis for process gaps, and implemented improvements with management.
  • Trained 5+ new team members, maintained task trackers, and ensured 100% SLA compliance.
  • Generated daily and monthly team performance reports, and created billing reports for audits.
  • Ensured regulatory compliance and data accuracy in coordination with internal teams and clients.
  • Tools: SPS, SmartView, MS Excel, Office Suite, G Suite, and mortgage processing platforms.
  • Maintained up-to-date knowledge of industry trends and best practices in order to recommend changes that would benefit the organization's operations.

Education

MBA - Finance And Data Analytics

ST. ALOYSIUS INSTITUTE OF MANAGEMENT
Mangalore
05-2019

B.E - Information Science Engineering.

VISVESVARAYAARAYA TECHNOLOGICAL UNIVERSITY
Bengaluru
07-2016

Skills

  • Salesforce management
  • Advanced Excel
  • Data reporting
  • Standard operating procedures
  • Regulatory compliance
  • Process improvement
  • Operational risk assessment
  • Critical thinking and problem solving
  • Root-cause analysis
  • SLA management

Languages

English
Intermediate (B1)
B1
Kannada
Proficient (C2)
C2
Hindi
Elementary (A2)
A2

Timeline

Spec Client Solution

Empower
06.2024 - Current

Senior Operations Analyst

FIDELITY NATIONAL FINANCIAL
07.2020 - 06.2024

MBA - Finance And Data Analytics

ST. ALOYSIUS INSTITUTE OF MANAGEMENT

B.E - Information Science Engineering.

VISVESVARAYAARAYA TECHNOLOGICAL UNIVERSITY

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Suprasanna Narayana Holla