JAGANNATH KARRA

• Responsible for overall service delivery for US Mortgage Title Operations for both Hyd and Blr centers

• Responsible for overall service delivery for US Mortgage operations i.e.Loan Processing Supporting Order Entry, Title Search services and Post closing services i.e.Policy production
• Introduced Vintage based targets and Performance based metrics
• Responsible for overall center performance including IT, HR, Admin and Operations heading over 115 people team
• Enhanced operational efficiency and productivity by managing budgets, accounts and costs.

• First employee to join to set up the US Mortgage -Title Operations for Bpo vertical from scratch; started with a team of 20; grown it by 4 times of its size in less than 2 years
• Directed initiatives to improve work environment, company culture or overall business strategy.
• Led improvement initiatives to advance operational efficiencies and increase revenue.

• Managing a team to look into connectivity issues, to renew contracts for telecom support

• Responsible for managing process revenue goals, monitoring compliance adherence, account management, strategic initiative in handling multiple vendors, transitioning new opportunities, monthly MIS reports to top management and team performance with the size of 250 members with direct reporting of 5 assistant managers (other than the vendors were the team size is more than 300 agents i.e Indirect Reportees)
• Managing 3 service lines in US Mortgage Title Insurance processes with achieved target of US $ 3.85 Mn (handled end to end Title services)
• Handled End to End Title Operations including Escrow Services, Ordering Taxes (both Online and Calling), Payoff, Title Searches and Policy Production
• Attained over 95% accuracy as per defined SLAs by identifying and implementing effective processing tools
• Managing vendor management group of 85 people as an additional responsibility which entailed conducting quality checks, training, timely deliveries, licensing and pricing
• Generated an additional revenue of over US $ 295,000 by expanding services and adding up new avenues for existing clients
• Outsourced processes worth US $ 2.3 Mn to 2 vendor locations outside Bangalore thereby resulting in 56% higher revenue, quicker completion while maintaining superior quality
• Handling 25 different clients `worth US $ 3.76 Mn
• And met all key deliverables of capacity utilization, quality and production
• Involved in various remote transitions in adding more clients, worked on pricing, SOW, feasibility study, man power planning and costing
• Improved TAT from 70% to 90% on voice processes within 1 month of taking charge

• Responsible for monitoring process payments and rewards for US Credit cards.
• Maintaining client relations, meet shift targets of productivity, quality and efficiency, monitoring Op Plan AHT and managed Risk Portfolio handling Fircosoft project for screening of alerts against OFAC database for fraudulent customers with team size of 70 members
• Recorded improvement in SLA rating from 85% to 96% in Payments processes
• Introduced throughput as discipline metric thereby improving the productivity by 10%
• Completed Fircosoft project of screening US Credit card customers against OFAC database with over 3 Mn
• Has undergone all the required modules as per financial services industry i.e AML,KYC,CIP etc
• Awarded ‘BIG Y’ team award for the overall improvement shown by the team in comparison with other processes in terms of both production and quality
• Awarded ‘Retention Manager of the Quarter’ award for maintaining 0% attrition in year 2009

• Responsible for managing targets on production, quality, efficiency, service level and developing a system for quality audits and feedbacks with a team of over 200 members for US Mortgage process
• Transitioned with a single process of 10-15 FTE’s and ramped it up to more than 100 FTE’s in a first year of transition (supported Loan processing services – Appraisal Review, Ordering Title Search etc)
• Achieved and maintained 100% accuracy in all projects thereby resulting in procuring more high-end business from the same client
• Improved accuracy from 80% to 99% in Green Belt project and also reduced the cost per document from average $ 6 to $ 0.36
• Initiated the MAD (make a difference) team to encourage and promote ideas from employees pertaining to cost saving and SLA improvement

Got the team trained on US Payroll processes

• Had set up Level “0” help desk ; managed both inbound and outbound calling operations

• Worked with 5th largest insurance company in US and Loma Trained
• Worked as SME manged client communication including query resolution, imparting training, preparation of reports