Anand Suseelan

• Successfully set up and stabilized large offshore Managed Services Business Units that supported multiple Global FS clients in the AML FCC domain.
• Trained and developed department leaders and management staff for specific projects and ongoing operational needs.
• Assisted Global Leadership in managing all aspects of Offshore operations.
• Tracked key business metrics and made recommendations for proactive adjustments to policies and procedures.
• Worked closely with management to provide effective assistance for specific aspects of business operations.
• Setting up the infrastructure (workstations, ODC, network, user access etc.)
• Identifying and mitigating risks and issues, defining and tracking key performance indicators
• Lead, Guide and Mentor the core Operations team that develops and implements strategies to increase productivity, profitability, and
• Monitored key performance metrics to identify areas for improvement.
• Developed systems and procedures to improve operational quality and team efficiency.
• Communicated with customers to assess satisfaction with products and services received.
• Recruited, hired, and trained initial personnel, and established key internal functions.

Successfully set up and stabilized large offshore Managed Services
Business Units that supported multiple Global clients in US Residential Mortgage domain.

• Setting up the Managed Services delivery team.
• Setting up the infrastructure (workstations, ODC, network, user access
  etc.)
• Identifying and mitigating risks and issues, defining and tracking key
  performance indicators
• Providing regular progress reports to key stakeholders (internal &
  external)
• Lead, Guide and Mentor the core Operations team that develops and implements strategies to increase productivity, profitability, and
• Monitored key performance metrics to identify areas for improvement.
• Introduced new methods, practices, and systems to reduce turnaround time.
• Communicated with customers to assess satisfaction with products and services received.
• Performed statistical analyses to gather data for operational and forecast team needs.
• Recruited, hired, and trained initial personnel.

Processes Handled – US Residential Loan Processing :

• Service level Management.
• Client Relationship Management - Built strong relationships with client through positive attitude and attentive response.
• Team Management and Mentoring -

- Established open and professional relationships with team members to achieve quick resolutions for various issues.

- Mentored and guided employees to foster proper completion of assigned duties.

- Conducted training and mentored team members to promote productivity and commitment to friendly service.

• Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.

• Processes Handled – US Residential Mortgage Underwriting.
• Six Months US Onsite experience (Mt. Laurel, NJ)–
‒ Reporting directly to the Senior Manager.
‒ Handled 20 + resources onsite.
‒ Responsibilities included:
o Team Management.
o Service level Management.
o Admin, Infrastructure and Logistics Management.
• Trainer, Subject Matter Expert and Floor Supervisor - supported multiple teams at
offshore delivery centre.
• Service Level Management.
• People Management.

• Primary Customer contact.
  • Route customer calls to pertinent department based on customer needs / problems.
  • Upsell warranty products.
  • Upsell various other HP products in the catalogue
• Listened to customers' questions and concerns to provide answers or responses.
• Collected customer information and analyzed customer needs to recommend potential products or services.
• Provided excellent customer service by efficiently resolving issues and responding to inquiries.

‒ Collections:-
o Outbound collection calls for US clients (Private Label Credit Cards) to US
customers.
o Understand customer needs and help them in best possible way.
o Initiate payment from customers thus preventing customer accounts from
going delinquent.

‒ Skip Tracing:-
o Work on delinquent accounts, research and find best possible contact
information (Telephone number) for customer.
o Perform collection activities on such accounts which result in good contact numbers and / or route the accounts to respective departments.