DEEPAK S.D
Bangalore
Summary
Operations Manager with a decade of experience in the US mortgage industry, specializing in process development and team management. Demonstrated success in exceeding service level agreements (SLAs) and driving business improvements, resulting in consistent achievement of monthly team objectives. Strong communicator adept in analytical thinking, strategic planning, and leadership, focused on optimizing operational efficiency. Committed to continuous learning and advancing within management roles.
Overview
20
20
years of professional experience
Work History
Operations Associate Manager
01.2021 - Current
- Initiated & lead the transitions successfully
- Also, setup controls in process whenever identified the gap
- Manage & oversee the operation risk & controls for process from transition stage
- Identified the gap and Initiated idea projects and encouraged team to contribute ideas for process improvement
- Successfully rolled out 3 ideas in 2021($7,305) and 4 ideas in 2022 ($12,605)
- Prepared MBR decks for business monthly & Quarterly reviews by identifying the Key Risk indicators & opportunities
- Worked with macro governance team & successfully implemented without any flaws which was utilized for process enhancements
- Post transition did identify the key metrics for process & set up Metrics program for whole process
- Also mentored team to achieve those metrics
- Responsible for Workforce management which includes directing activities to team members, performance management, career development, coaching, mentoring, and succession planning
- Responsible to assess issues, make quick decisions, implement solutions, and influence change
- Played vital role in improving the process quality month on month
- By identifying the gap and fulfilling the gap through additional practices like daily quality tip, Internal query sessions and error sessions, LOB Clarification
- Identified & escalated risk issue of Team members
- Proposed control checks for the group to mitigate the risk
- IAP & PIP programs initiated for underperforming team members to improve the performance & successfully achieved the metrics
- Behavioral misconduct was identified and escalated to HR & ER team and the corrective actions were taken
- Ensured relevant governance documentation is in place, up to date & complied with regulatory due to which had zero finding in controls audit
- Responsible for migrating two processes from time sheet to indigo application, learned coding and built the indigo script for two processes
- Identified one of the gaps due to which quality parameter was not meeting
- Created date calculation tool which reduced errors in Calculating dates
- Acted as control
- Enhanced process tool by enabling sending emails at a single click which has contributed to 5 minutes save on each review
- Framed a Rewards & Recognition committee from scratch and conducting R&R programs month on month from April 2021 to present
- Responsible to manage team budget for whole Bangalore team example: - team lunches, Outing, Yearend gift, Yearend party etc
- And coordinated for CSR activity for LOB
- Worked with procurement team in procuring yearend gifts for the LOB
- Lead the recruitment efforts of process ramp up (45) by raising request, coordinating with recruiters, creating interview panels and collating shortlisted candidate details from all the panelists
- Co-ordinated Training plans for multiple batches with training team & Created SME pool for the process by conducting assessment and interviews
- Conducted basic sessions to groom the new SME’s
- Coached and Mentored team members for Lead roles, QC auditors and Trainer role
- Played a key role in managing sudden BCP situation occurred due to COVID
Associate Financial Analyst to Quality Assurance Analyst 3
03.2015 - 01.2021
- Conducted error analysis for the team and provided corrective measures to avoid errors
- Handled process related calls and ensured same updates are cascaded to the team by proactively creating the training guides
- Had been POC in absence of the manager and made decision to complete the team targets
- Conducted Process Knowledge Tests (PKT) on monthly basis as well as analyzed and reported the same to the production team
- Have taken ownership and responsibility of handling and keeping management activities up to date while the new transition phase as all the management personnel were new to the organization
- Been part of Process pillar, Innovation pillar & Risk pillar
- Auditing and Processing
- Have been as a Co-trainer, SME (Subject Matter Expert) for the loss mitigation team
Quality Associate
Filtrex
09.2008 - 09.2009
Apprenticeship - Turner trade
BOSCH
04.2005 - 03.2008
Education
MBA - Finance & Marketing
CIMS College
Bangalore08-2014
BBM - HR
RJSIMS College
Bangalore04-2012
Skills
Capacity planning
- Forecasting accuracy
- Emergency preparedness
- Energy efficiency
- Performance tracking
- Customer engagement
- Operations management
- Staff training and development
- Process improvement
- Training and mentoring
- New employee hiring
- Team building
- Budget administration
- Business development
- Production reporting
- Material management
- Procedure implementation
Awards
- Champion award 6 times as QAA 3
- Achieving Excellence Award 4 times as an AFA and FA
- Received Multiple appreciation from LOB.
- Received Level 4 award for topping FLM score in mid of year & received for building 2 process Indigoscript.
- Awarded Top Performer FLM for LOB in 2022
- Transformed under performing Team into top performing Team for 2022
- Played a Key role in Loss Mitigation Document review transition, Purchase agreement review and have written 6 Job Aids for Process. Also Trained successfully Multiple batches in process (Income and Tax)
- Received Champion award for being Trainer and SME for the File build Q4-2018 and Received Champion award for Error analysis and bridging gap in process-Q2 2019.
- Completed LIFT (Leading & inspiring future talent) certification program to develop self and implement the same for the betterment of the process.
Languages
- English
- Hindi
- Kannada
Personal Information
Marital Status: Married
Timeline
Operations Associate Manager
01.2021 - Current
Associate Financial Analyst to Quality Assurance Analyst 3
03.2015 - 01.2021
Quality Associate
Filtrex
09.2008 - 09.2009
Apprenticeship - Turner trade
BOSCH
04.2005 - 03.2008
MBA - Finance & Marketing
CIMS College
BBM - HR
RJSIMS College
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