ABILASH KUMAR
Team Lead
Bangalore
Summary
Accomplished team leader with over four years of progressive leadership experience in financial services and customer operations, recognized for driving team performance and implementing strategic initiatives that yield exceptional results in fast-paced environments. Expertise in team coordination, conflict resolution, and process improvement has led to the successful mentoring of high-performing teams. Proficient in strategic planning, performance monitoring, and cross-functional collaboration to meet organizational objectives. Strong background in mortgage servicing, customer relations, and regulatory compliance, complemented by a keen ability in data analysis and operational excellence.
Overview
2026
2026
years of professional experience
2
2
Certifications
5
5
Languages
Work History
Team Leader
One Savings Bank India
08.2017 - 12.2025
- Led and managed a high-performing team of 15+ professionals, consistently achieving and exceeding organizational KPIs, SLAs, QAs, and productivity targets.
- Oversaw daily queue and workload management for forbearance cases, ensuring 100% SLA adherence and compliance with FCA regulations, company policies, and QA standards.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Monitored real-time performance dashboards, proactively reallocating workloads, and identifying bottlenecks to mitigate operational risks.
- Delivered a 25% improvement in team productivity and a 30% reduction in processing time through strategic planning, workflow optimization, and effective resource allocation.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Conducted regular performance reviews, coaching sessions, and career development plans, contributing to a 95% employee retention rate.
- Analyzed case volumes, trends, vulnerability scores, and customer outcomes, implementing process improvements that enhanced speed, accuracy, and service quality.
- Produced weekly and monthly performance reports for senior management, providing actionable insights on productivity, quality, SLA compliance, and risk areas.
- Collaborated closely with UK Operations and QA teams to implement process updates, conduct quality calibrations, and ensure consistent case handling.
- Led process training for new joiners and refresher sessions for existing staff, embedding a strong culture of learning and documentation adherence.
- Conducted quality audits and assessments, addressing recurring issues through targeted coaching, and structured improvement plans.
- Facilitated daily huddles and team meetings to align priorities, resolve challenges, and promote open communication, and collaborative problem-solving.
- Managed stakeholder communications, providing regular updates, escalating risks with data-backed recommendations, and ensuring alignment with operational priorities.
- Set clear performance goals and development objectives, recognizing high performance, and supporting underperformance with structured action plans.
- Maintained a safe and compliant work environment through employee training, policy enforcement, and adherence to regulatory standards.
- Built and maintained strong client and stakeholder relationships, contributing to repeat business, referrals, and consistently high service delivery.
- Promoted organizational values by leading with empathy, fairness, accountability, and customer-centric decision-making, achieving 98% customer satisfaction scores.
Customer Relations Officer
One Savings Bank India
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns, and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Managed end-to-end customer complaints in line with FCA and FOS regulations, ensuring fair, transparent, and timely resolution.
- Conducted detailed investigations, reviewing mortgage accounts, documentation, affordability checks, and communication logs to establish the root cause.
- Provided clear, empathetic, and compliant written responses, ensuring customers fully understood the outcomes and next steps.
- Liaised with internal teams (Underwriting, Servicing, Collections, Legal) to gather evidence and propose appropriate resolutions or redress, where applicable.
- Ensured all complaints were logged, tracked, and closed within FCA's eight-week resolution requirements.
- Prepared cases for escalation to the Financial Ombudsman Service (FOS), ensuring accurate, unbiased summaries, and complete evidence packs.
- Identified recurring issues and recommended process or policy improvements to reduce repeat complaints and enhance customer experience.
Completions & Underwriting Telephonic support Officer
One Savings Bank India
- Help and support the OSB-registered financial advisors to understand the application status until the mortgage offer is released.
- Conduct comprehensive affordability and credit risk assessments to determine applicant eligibility in line with lender policies and UK regulatory standards.
- Review and verify income documents, bank statements, credit reports, ID, and fraud checks, ensuring all information is accurate, complete, and compliant.
- Assess property suitability, including valuation reports, survey findings, and security adequacy, before loan approval.
- Ensure all underwriting decisions align with FCA, PRA, and lender-specific guidelines, maintaining high standards of compliance and due diligence.
- Make sound, evidence-based decisions on loan approvals, declines, and conditional offers, documenting all rationale clearly for audit and compliance purposes.
- Identify potential fraud indicators or high-risk applications, escalating cases appropriately to fraud teams or senior underwriters.
- Liaise with brokers, solicitors, valuation partners, and internal teams to gather required information and resolve discrepancies for smooth application processing.
- Maintain updated knowledge of mortgage regulations, lending criteria, affordability models, and market changes to ensure accurate decision-making.
- Deliver high levels of accuracy, turnaround time (TAT), and service quality, contributing to overall lending efficiency and customer satisfaction.
- Utilize underwriting systems and tools to run affordability calculations, risk scoring, and policy checks to support consistent decision-making.
- Help and support the solicitors with the offer issued, and explain the conditions of the offer to get the loans processed and to complete the loan within the given period.
- Supporting the boarding of completed loans to the internal application and generating welcome letters with the accurate details.
- Supporting customers in the status of the loans processed. Also, any escalations raised in the journey of the mortgage application and completions cycle.
- Reviewing the loans processed by the team in line with the regulatory aspects.
- Create and follow up logs for the loans that are escalated to the Completions Head office.
- Completing the processing training and handling the new joiners (OJT).
- Resolving any queries or concerns related to completions for brokers and solicitors B2B.
- Resolving client queries across all loan aspects.
Senior Process Executive - Voice
Cognizant Global Services Private Limited
09.2014 - 06.2016
- Working for CITI Mortgage on escrow and non-escrow loans.
- Review the loan processes by the team to maintain quality.
- Follow up on the critical loans until the issue is resolved.
- Create and follow up on logs for the loans that are escalated to RSC, T/O, and TPD.
- Create a letter template as per the scenario.
- Verifying the legal description from the CMI repository server, and resolving the issue.
- Handling payments for delinquent and current taxes for non-escrow and escrow loans, respectively.
- Training the team with a new scenario.
- Updating the required H/O personnel, and tax-related information in the CMI system and Talon.
- Research on the delinquent taxes was performed by making a phone call to the office, or using the agency's website.
- Providing a resolution for the case opened by H/O related to the refund issue.
- Working with the refunds team until retaining the duplicate payments disbursed by CITI Mortgage.
- Updating the spreadsheet and following up for the approvals from CITI Mortgage in the case of bankruptcy, foreclosure, and high-dollar approval.
- Resolving parcel-related issues notified by H/O, or the onshore team, and providing the resolution.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Client Support Officer
Mphasis PVT LTD
07.2013 - 08.2014
- Worked as a Client Support Officer at TD. Resolving client queries and cross-selling.
- Responsible for achieving the individual target and team target.
- Helping customers with day-to-day banking activities.
- Coaching the frontend officers in the efficient pitching of the product.
- Maintaining a consistent conversion ratio, and no escalations or misselling.
- Participated in company-wide initiatives aimed at improving customer service standards across all departments.
- Managed a high volume of inbound calls, ensuring timely resolution of customer inquiries.
- Identified opportunities for up-selling additional services or products during client interactions, increasing overall revenue potential.
- Improved client satisfaction by promptly addressing concerns and providing effective solutions.
Process Executive - Operations
Infosys Technologies
03.2012 - 12.2012
- Handled high-volume inbound customer calls for British Telecom, supporting billing, service issues, and account inquiries.
- Delivered strong first-call resolution (FCR) by accurately diagnosing issues and providing timely solutions.
- Consistently met call center KPIs, including AHT, CSAT, FCR, adherence, and quality scores.
- Logged and maintained accurate customer records in CRM systems, ensuring complete and compliant documentation.
- Resolved billing disputes and service complaints while maintaining professionalism and customer satisfaction.
- Followed strict data protection, security, and customer verification procedures.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Effectively handled challenging customer interactions using empathy and clear communication.
- Escalated complex technical or account issues appropriately to ensure timely resolution.
- Achieved high-quality audit scores through adherence to scripts, processes, and compliance standards.
- Collaborated with team members and supervisors to meet daily targets, SLAs, and service objectives.
Education
BBM: Bachelor In Business Management - FInance
SJES Institute Of Management Studies
Bengaluru, India 04.2001 -
Skills
Team management
Accomplishments
- Based on the Received R&R for creating a difference in Better customer management skills within the Completions Process
- Appreciations received from team quality for having the best calls and making customer journey easy and different. Also calls were used by People and development teams for training new batches.
Certification
Vulnerable Specialist.
Interests
Travelling (Long Rides In Car)
ADDITIONAL INFORMATION
Permanent Address: # 01, Church Road KVN layout behind ITI compound K R Puram. Bangalore 560036.
DRIVING
- Passionate about long-distance driving and exploring new routes.
- Maintain strong focus and safety awareness behind the wheel.
- Skilled in handling various road conditions and vehicle types.
- Enjoy continuous learning about automotive performance and road safety.
Timeline
Team Leader
One Savings Bank India
08.2017 - 12.2025
Senior Process Executive - Voice
Cognizant Global Services Private Limited
09.2014 - 06.2016
Client Support Officer
Mphasis PVT LTD
07.2013 - 08.2014
Process Executive - Operations
Infosys Technologies
03.2012 - 12.2012
BBM: Bachelor In Business Management - FInance
SJES Institute Of Management Studies
04.2001 -
Customer Relations Officer
One Savings Bank India
Completions & Underwriting Telephonic support Officer
One Savings Bank India