Amal Pradhan
Gandhinagar
Summary
Dedicated Assistant Manager in BFSI - Mortgage Origination. I excel in managing complex projects and leading teams to enhance operational efficiency and deliver exceptional client services. With strong analytical skills and a strategic mindset, I am adept at streamlining processes and driving continuous improvement. My commitment to excellence and ability to adapt to evolving industry demands make me a valuable asset in achieving organizational objectives.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Asst Manager (BFSI - Mortgage Origination)
Tata Consultancy Services
08.2023 - Current
- Collaborated with cross-functional teams to streamline processes, improve accuracy, and reduce turnaround times
- Provided mentorship and training to team members, fostering a high-performance culture focused on continuous improvement and professional growth
- Maintained strong relationships with stakeholders, including clients and regulatory bodies, to ensure seamless operations and strategic alignment
- Accurately managed and updated billing reports to ensure precision in invoicing and financial documentation
- Ensured timely and compliant submission of billing information in accordance with organizational policies and regulatory requirements
- Conducted regular analysis of workload and resource requirements to align FTE allocation with business objectives and process demands
- Coordinated with senior management to adjust staffing levels, including hiring, training, and on-boarding new employees as needed
- Monitored FTE utilization and productivity, implementing strategies to address gaps and optimize resource allocation
- Developed and maintained accurate records of FTE metrics, providing insights and reports to support strategic planning and decision-making.
- Working with Audit team and conducting thorough audits of processes across other unit including IQMS and RCSA to assess compliance with internal standards and external regulations.
- Lead and manage Agile and GB projects, coordinating with cross-functional teams to deliver on project goals and timelines while maintaining alignment with business objectives.
- Identify opportunities for process improvements within Agile frameworks and GB operations, implementing changes to enhance efficiency, productivity, and quality.
- Track and report on performance of Agile processes and GB initiatives, using metrics and feedback to drive improvements and ensure successful outcomes.
Process Lead (BFSI Mortgage Origination)
Tata Consultancy Services
01.2018 - 08.2023
- Leading a team of process associates, ensuring optimal performance through effective resource allocation, mentoring, and motivation.
- Ensuring compliance with industry standards, regulatory requirements, and company policies.
- Conduct internal audits, including IQMS and RCSA, to evaluate and enhance process quality, risk management, and control effectiveness.
- Identify potential risks and develop mitigation strategies, ensuring that processes adhere to regulatory and compliance standards.
- Design and implement training programs to upskill team members, fostering a culture of continuous learning and improvement.
- Maintain strong relationships with clients, addressing inquiries and resolving issues to enhance customer satisfaction.
- Analyze workflows to identify inefficiencies, and lead initiatives to optimize processes, improve service delivery, and reduce turnaround times.
Sr. Process Associate (BFSI -Mortgage Origination)
Tata Consultancy Services
01.2014 - 01.2018
- Performing the Quality Check and giving Feedback to the Team Member.
- Provide training and guidance to junior team members, sharing knowledge and best practices to enhance team capabilities and service delivery.
- Serve as the primary point of contact for all process related queries related to the process, providing deep insights and solutions.
- Met month-end reporting objectives and deadlines and also ensure to meet the Monthly SLA Target.
- Analyze current processes to identify inefficiencies and recommend improvements to enhance productivity, accuracy, and compliance.
Process Associate (BFSI Mortgage Origination)
Tata Consultancy Services
05.2012 - 01.2014
- Conduct through audits of Mortgage loan files to ensure the 100% accuracy.
- Validate and verify Mortgage related document and highlight it to the client if any discrepancies found.
Customer Care Executive
Adfc Pvt Ltd
11.2007 - 04.2012
- Educated customers on credit card features, benefits, and security measures, promoting responsible card usage and enhancing customer awareness
- Collaborated with internal departments to streamline processes and improve the overall customer experience, contributing to increased efficiency and reduced resolution times
- Maintained accurate records of customer interactions and transactions in the CRM system, ensuring data integrity and facilitating effective follow-up.
CSE
Xploretech Services
02.2006 - 11.2007
- Conducted outbound calls to prospective and existing clients to promote products and services, enhancing customer engagement and driving sales.
Sales Executive
Darjeeling Infotech
06.2005 - 05.2006
- Sales and Services for Tally Accounting Software.
Education
Bachelor of Arts - Economics
St. Josephs College
Darjeeling, India04.2005
ISC - Commerce
Vidya Vikash Academy
Darjeeling, India03.2002
ICSE - Schooling
West Point School
Darjeeling, India03.2000
Skills
- Adaptability
- Communication
- Microsoft Office
- Ability to Work in a Team
- Communication Skills
- Interpersonal Skills
- Creative Thinking
- Operations Management
- Staff Management
- Staff Training and Development
- Employee performance evaluation
Asst Manager
(BFSI - Mortgage Origination) Tata Consultancy Services
Certification
- Certified [Professional Scrum Master II], [Scrum.Org ] - [2024]
- [TCS CBO Agile Champion], [Tata Consultancy Services] - [2023]
- [Lean Six Sigma Green Belt], [Tata Consultancy Services] - [2014]
Languages
Hindi
English
Nepali
Bengali
Hobbies and Interests
- Playing Guitar
- Playing Badminton
- Running
Timeline
Asst Manager (BFSI - Mortgage Origination)
Tata Consultancy Services
08.2023 - Current
Process Lead (BFSI Mortgage Origination)
Tata Consultancy Services
01.2018 - 08.2023
Sr. Process Associate (BFSI -Mortgage Origination)
Tata Consultancy Services
01.2014 - 01.2018
Process Associate (BFSI Mortgage Origination)
Tata Consultancy Services
05.2012 - 01.2014
Customer Care Executive
Adfc Pvt Ltd
11.2007 - 04.2012
CSE
Xploretech Services
02.2006 - 11.2007
Sales Executive
Darjeeling Infotech
06.2005 - 05.2006
Bachelor of Arts - Economics
St. Josephs College
ISC - Commerce
Vidya Vikash Academy
ICSE - Schooling
West Point School
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