Akash B Narayan
Operation Manager
Vasai, Mumbai
Summary
Goal-oriented Assistant Operation Manager at Ocwen Financial Solutions Pvt Limited dedicated to meeting team performance objectives and achieving set targets. Offering 12+ years of extensive leadership experience. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Excellent oral and written communication skills paired with excellent time management and leadership abilities.
Focused on supporting business management with developing and implementing successful operational and service policies. Well-versed in US mortgage practices, standards and regulations. Solid financial acumen, operations experience and natural leadership talents.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Assistant Manager of Operations
PHH Mortgage Services
04.2023 - Current
- Daily staff meetings to identify improvement strategies, discuss policy updates, and facilitate open communication.
- Evaluated employee performance regularly, offering constructive feedback while recognizing outstanding achievements as appropriate.
- Stayed up-to-date with industry trends and best practices to improve skills and organizational operations.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reduced operational costs by identifying areas of improvement and implementing cost-saving measures.
- Preparing and publishing MBR (monthly business review) to executive management to gage business progress.
- Reviewing and responding to internal / external audit findings observed within the process.
Team Leader Manager
Ocwen Financial Solutions Pvt Limited, Solutions Pvt Limited
7 2013 - Current
- Handling Forward and Reverse servicing team / process.
- Led a team of 20 members for providing exceptional customer services.
- Providing training to new hires recruited in Mumbai and Bangalore location.
- Ensuring team target is met with 100% production , 100% compliance and 100% (threshold target 98%) quality on regular basis.
- Mentored and guided employees to foster proper completion of assigned duties as per daily workflow assignments.
- Analyzing loop holes in process and accordingly taking necessary actions in resolving it
- Conducted training and mentored team members to promote productivity, accuracy and commitment to smooth & satisfactory service.
- Ensuring that agents are satisfied with company, by leading them in a positive way and creating optimistic ambiance.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Conventionally preparing process updates and process manuals and providing necessary training for same to agents.
- Implemented new working processes to deliver multiple improvements.
- Working on control reports on timely basis, and publishing it to Senior Management on regular intervals.
- Communicating with team on regular basis so as to identify strength, weaknesses and areas of improvement within process.
- Organizing fun activity on weekly basis as well as arranging dinner party, outing and movie on regular interventions to keep team motivated.
Agent
Ocwen Financial Solutions Pvt Limited
07.2011 - Current
- Processing loans as per requirement for Short Sale Department.
- Ensuring 100% of quality, compliance and production is met.
- Handling escalated files by providing faster resolution to customers.
Underwriter
Ocwen Financial Solutions Pvt Limited
08.2012 - 06.2013
- Working closely with Senior Management and team member to meet desired goals.
- Analyzing quality of loans and giving feedback to Team Members.
- Training new hires, tenured staff and other department in terms of process, so that daily production and quality is met.
- Monitoring control reports, handling audit loans from investor relations team and preparing process updates.
- Executing high level escalations in efficient manner in terms of newly boarded loans.
- Delegating boarding loans to team, so that resolution is provided at earliest.
- Preparing plan of action in cases where 100% quality is not met.
- Working on projects assigned by overseas managers.
- Providing training to new hires and completing OJT (On Job Training) process as and when delegated/assigned by Senior Management.
- Assisted new hires in achieving organizational goals.
- Informed clients of policies and procedures over call.
- Resolved caller issues quickly and thoroughly.
Education
Bachelor - Commerce
University of Mumbai
Mumbai 01.2006 -
Higher Secondary Certificate - Commerce
Vartak College (K.M College of Commerce
VasaiSecondary School Certificate -
ST. Augustine English High School
VasaiSkills
Extremely Hardworking Dedicated Quick Learner Team Player Approachable Goal Oriented
undefinedAccomplishments
- Awarded 100% Quality Performer for the year 2012
- Awarded Best Team Leader for the year 2013.
- Received Appreciation from higher management for executing work efficiently.
- Opportunity to handle and train the new hires in Mumbai and Bangalore.
- Opportunity to handle the OJT batch multiple times.
- Player of Ocwen's Corporate Football Team.
Timeline
Assistant Manager of Operations
PHH Mortgage Services
04.2023 - Current
Underwriter
Ocwen Financial Solutions Pvt Limited
08.2012 - 06.2013
Agent
Ocwen Financial Solutions Pvt Limited
07.2011 - Current
Bachelor - Commerce
University of Mumbai
01.2006 -
Team Leader Manager
Ocwen Financial Solutions Pvt Limited, Solutions Pvt Limited
7 2013 - Current
Higher Secondary Certificate - Commerce
Vartak College (K.M College of Commerce
Secondary School Certificate -
ST. Augustine English High School
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