Ashish Ranjan

Seeking a professional environment that provides new chapters of learning experiences & challenges which would entertain my career and in the process adding the best possible value to my organization Mobile +91 8088571483 Date of birth 2-Mar-85 Qualification BCA Professional experience in years 17 Yrs Current Organization Wells Fargo India Ltd Current Designation Operations Manager Passport Availability Yes Visa Availability Business Visa for US & Canada for 10 years Management skills: Transition management Managed 6 Transitions successfully. Deciding Transition model, Transition execution approach, preparing Transition & certifications plan and initiating kick off calls with clients, Prepared Knowledge transfer plan, Offshore Knowledge Transfer plan, Go Live / Volume Ramp up & Ramp down plan, prepared quality monitoring frame work defining quality and TAT SLA’s.Define reporting mechanism of various metrics and the frequency Headcounts management experience 16 Yrs experience in People management role. Responsible for 3 Teams with 150 FTEs of Retail Mortgage. 1 team Ensures that all data and document requirements have been met based on the defined checklist and add conditions in application for missing information and another team Reviews the Loan Estimate and Closing Disclosure and ensure tolerance with RESPA and forward the request to Refund team to process refund request and amend the Closing Disclosure. Pre-funding Quality Assurance: This team is responsible to perform loan file reviews according to documented procedures for each review type, clears any related PQA conditions. All the documents should be on or before closing date. Records the results in Process Control Database and communicates PQA results to the loan closer via email. Production coordination Excellent Workforce & Queue Management: Recognition from Business Head for optimal Resources deployment, Queue Management & creative Dashboards for publishing Performance Metrics (Good to Join great to grow, Stars of week/ month, Associates/ Work group-wise Accuracy Graphs of week/Month) Supervision & Control Skills 2nd Level point of escalation for all operational issues (internal & Client side). Adherence to ISO 27001 level Risk management & Compliance Incidents & Escalations review with RCA, Action Plan to client & Sr. Management Daily review of process metrics viz: Team-wise Accuracy Apportion Adjustments resulting Gain/losses to involved groups & review them with Quality Lead, Onshore Managers, Review of Daily work Responsibilities Checklists Problem-solving skills SME for Retail Banking domain to support RFPs for Infosys BFSI sales Unit. SPOC for Adjustments reporting, Team vouches on me for all issues encountered in production. Specialist in Root Cause Analysis & Preventive action plans for Errors. Client applause for FMEA in Process Documentation (AS IS, TO BE Maps, SOPs) Project Management skills IT-BPO Integration - leading a team of 8 members, 8 projects identified 5 prioritized, SOWs ready for 3. Hi-Priorities (Canada Revenue agency) Automation Transitioned the Quality Control & User Acceptance Testing functions Champion the Ops change committee for process improvements with onshore Interpersonal and communication skills Valued Professional award for excellent client management & performance, renowned for explaining the Business perspective of work to the team, SPOC for Policies & Procedures Content management Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

• Implemented many process improvements which eased the Touch Points Reductions, Mistake Proofing (LEAN), Quality improvement by addressing Training Gaps
• Key focus on bringing up exceptionally performing candidates & elevating them into newer opportunities
• This resulted in moving 24 members from current roles into new opportunities
• Received client appreciation for Excellent Queue Management (Command Centre) skills with cross trainings -
• Special concentration on underperforming candidates & brought them up the performance expectations via PCCP
• Received client appreciation on the documentation work (SIPOCs, FMEA, AS IS, TO BE process Maps etc.,) during Transition at client place (Canada & US)
• Trainings attended:
• Operations Management
• Performance Management
• Yellow Belt & Green Belt trained
• T-200 Retail banking Domain certification
• T-300 (America banking association certification – Money & Banking)
• T-400 (America banking association certification – Commercial Lending)
• Design thinking
• Belbin Training
• Customer service excellence certified (CS-300)
• Competency based interviewing 5.0

• Transition Management: Successfully handled completion of 6 Transitions (all onsite) 3 Transitions done in Canada and 3 in USA Successfully completed 3 levels of Leadership Projects (Emerging Leaders Program, Hands on Leaders Program, Leadership Development Program) Investment Services: Transitioned and managed Mutual funds, Client Services & Term investments, involves Purchase, share exchange, Transfer, redemption and reversal of Mutual funds and term investments products Handled garnishment Operations (Ops, search customer and recover money from customer accounts which they owe to bank involves Gain/Losses (Dilutions) ranging $100,000 above), Global Risk & Compliance- Reconciliation, Research, Analysis & Audit Trail, ISO 27001 Audit compliance Talent Engagement: 16 yrs experience in people leading role - identified potential talent in individuals & transformed their talent into Performance for various opportunities in process including Transition to client place (Canada) Process Excellency: LEAN YB &GB Trained & Tested in & Six sigma tools: achieved 5 FTEs savings to Client for the Yr ‘3 by implemented many Process improvements aiming at FTEs Reduction, Improving Quality, Productivity, Cross Trainings, TAT, eliminating Non Value added and duplicating activities. Online Assessments for Errors/Oversight Feedback, Training Gaps Effectively managed client experience which resulted in highest CSAT rating since inception (>6 out of 7), our Process is amongst the toppers in BFSI for Infosys Ltd Career Succession & Attrition Management: moved 24 members into new roles, saved many Attritions in coordination with HR & Sr. Management. I had been a reason for employees to feel “Happy being @ office” Creative Dashboards for publishing Performance Metrics (Pragati Tree, Stars of the Week/Month, Associates’ Day-wise Quality for the week etc.,) Process Improvements: Elimination of Alert check – identified duplication of work creation – 0.8 FTE reduction Hi-Priorities reengineering – 0.44 FTE savings Elimination of Manual GAF uploading – 3% volume reduction QC Integration (Cross Trainings in QC Team): saved 1 FTE’s time per day Created reconciliation tool to identify requests which were closed without action