Summary
Overview
Work History
Education
Skills
Interests
LINKS
Timeline
AssistantManager
Deepak Desai

Deepak Desai

Assistant Manager
Mysuru

Summary


Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

16
16
years of professional experience
4017
4017
years of post-secondary education
4
4
Languages

Work History

Assistant Manager

Knowledge Splice Services Pvt Ltd
11.2024 - Current
  • Oversee end-to-end title production workflows for five distinct clients, each with unique service level agreements (SLAs), compliance needs, and processing standards.
  • Manage the allocation and prioritization of tasks across a team of 56 FTEs, which includes 2 STLs and 4 team leads, ensuring balanced workload distribution and consistent productivity.
  • Develop, document, and maintain Standard Operating Procedures (SOPs) for each client’s specific title process.
  • Monitor daily production queues using title production software (e.g., ResWare, SoftPro, Qualia), ensuring tasks are completed within SLA-defined timelines.
  • Assist with workforce planning, including scheduling, resource allocation, and performance tracking.
  • Establish and track key performance indicators (KPIs) at the individual, team, and client levels (e.g., order turnaround time, error rates, rework volume, and SLA adherence).
  • Conduct daily huddles and weekly performance reviews with team leads to discuss performance trends, volume spikes, or SLA risks.
  • Prepare and present departmental reports and performance dashboards to senior leadership and client stakeholders on a weekly or monthly basis.
  • Use metrics to identify underperformance, initiate root cause analysis, and roll out corrective action plans.
  • Participate in regular client review meetings to discuss performance, address concerns, review feedback, and align on upcoming volume forecasts, or workflow changes.
  • Serve as a point of contact for escalated issues from clients and real estate agents.
  • Assist in managing high-volume or high-value transactions, ensuring they receive priority attention and timely resolution.
  • Maintain effective communication throughout the title and closing process to ensure client satisfaction.
  • Work with HR and senior managers to plan hiring, onboarding, and cross-training programs based on forecasted volumes, and client pipeline growth.
  • Implement multi-level quality checks at key stages of the title process.
  • Provide coaching and remediation for recurring quality issues through root cause analysis, and targeted process changes.
  • Lead the rollout of new clients, service lines, or process changes with minimal disruption to ongoing operations.
  • Ensure comprehensive process documentation is maintained for all client accounts, and is regularly updated to reflect workflow changes.
  • Create and maintain a centralized knowledge base or internal wiki, accessible to all team members, to ensure process consistency.

Sr.Team Leader

THOUGHT FOCUS INFORMATION TECHNOLOGIES PVT. LTD.
06.2013 - 07.2024
  • Highly motivated and results-oriented BPO professional with 14 years of experience in the industry, culminating in a successful tenure as Senior Team Leader. Possess a strong track record of exceeding client expectations, leading high-performing teams, and optimizing processes to achieve operational excellence. Eager to leverage extensive BPO knowledge and leadership skills to excel as a BPO Manager.
  • Spearheaded a dynamic team of 108 FTEs and six Team Leads in the US mortgage title abstracting sector, ensuring high quality deliverables and efficient team management.
  • Oversaw the day-to-day operations of Mortgage/Title Insurance, ensuring adherence to service level agreements (SLAs), quality standards, and client requirements.
  • Mastered work allocation and queue management to optimize workflow and meet stringent deadlines.
  • Mentored and coached team members, providing performance feedback, and fostering a culture of continuous improvement.
  • Developed and delivered training programs for new team members and existing staff to ensure they possess the necessary skills and knowledge to deliver exceptional service.
  • Maintained strong relationships with clients by providing clear communication, regular updates, and proactively addressing any concerns.
  • Championed the implementation of innovative initiatives and process enhancements to drive productivity and quality.
  • Diligently documented trainee performance, contributing to the evaluation process and informing executive-level decisions.
  • Prepared and presented comprehensive weekly and monthly SLA reports, along with insightful management analyses including Monthly Dashboards and Pareto error evaluations, to optimize process capacity utilization.

Quality Analyst

SLK GLOBAL BPO PVT. LTD.
08.2011 - 06.2013
  • Ensured data integrity and precision within the Title production on team.
  • Conducted thorough process analyses, identifying trends and areas for enhancement.
  • Formulated strategic recommendations to minimize process variability and error rates.
  • Delivered comprehensive reports to management on review findings and observations.
  • Utilized quality tools to investigate root causes of identified defects.
  • Presented actionable insights to management based on weekly/monthly defect analysis.
  • Monitored and tracked remediation efforts for issues linked to root cause analyses.
  • Collaborated with management to devise and implement project plans for process optimization.
  • Escalated critical issues to Senior Management, facilitating prompt resolution.
  • Played a key role in refining the Quality Assurance department's evaluation methodologies.
  • Led quality metrics and guidelines training sessions for new team members.
  • Developed targeted ac on plans grounded in audit outcomes and defect metrics.

Process Executive

FIRST AMERICAN INDIA PVT LTD
08.2009 - 08.2011
  • Expertly managed mortgage processing, including the procurement and validation of title reports.
  • Skillfully prepared conveyance documents to ensure accurate Title Report transfers.
  • Diligently verified data against source documents to maintain data integrity.
  • Conducted thorough reconciliation and analysis of property-related data.
  • Proficiently executed Examiner's Work Bench Process to optimize operational efficiency.

Education

Bachelor of Business Management -

GULBARGA UNIVERSITY
Hospet, India

Post Graduate Diploma - Computer Applications (PGDCA)

MANIPAL INSTITUTE OF COMPUTER EDUCATION (MICE)
Hospet, India

Skills

Team leadership

Interests

SINGING, PLAYING CRICKET

LINKS

LinkedIn: https://www.linkedin.com/in/deepak-desai-4061b594?utm_source...

Timeline

Assistant Manager

Knowledge Splice Services Pvt Ltd
11.2024 - Current

Sr.Team Leader

THOUGHT FOCUS INFORMATION TECHNOLOGIES PVT. LTD.
06.2013 - 07.2024

Quality Analyst

SLK GLOBAL BPO PVT. LTD.
08.2011 - 06.2013

Process Executive

FIRST AMERICAN INDIA PVT LTD
08.2009 - 08.2011

Bachelor of Business Management -

GULBARGA UNIVERSITY

Post Graduate Diploma - Computer Applications (PGDCA)

MANIPAL INSTITUTE OF COMPUTER EDUCATION (MICE)

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