Joywin J Dsouza
Bangalore/Mumbai
Summary
Results-driven Management professional with 15 years of experience in Credit card & US Mortgage operations, production management, organizational development and team building within diverse industries. Highly adept in planning, coordinating and executing successful production strategies.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Operations Manager 1/ Operations Associate Manager
Wells Fargo International Pvt ltd
Bangalore
02.2021 - Current
- Responsible for managing day-to-day operations processing support/ home lending, driving business growth, and ensuring compliance along with driving Performance Management to ensure effective delivery of SLAs are met
- Led process innovation, career advancement initiatives like 'The Manufacturing Academy' and 'Domain bolster'
- Successfully implemented an audit mechanism that resulted in improved accuracy and efficiencies across the process
- Lead the successful completion of multiple projects and audits, strengthening compliance and internal controls
- Developed systems and procedures to improve operational quality and team efficiency.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Team Leader
Ocwen Financial Solutions Pvt Ltd
Mumbai
06.2009 - 11.2020
- Held multiple position during this tenure with last one being a team leader
- Manage a team of over 20 Agents, oversee daily operations in a blended US Mortgage process (Loss mitigation/Collections/Underwriting review and ensuring high-quality customer service delivery
- Conduct regular team meetings to discuss policies and procedures outlined by US Regulators & Agencies (RESPA, TILA, FDCPA, FCRA, CFPB)
- Part of various cost saving projects like Payoff, Research, and process improvement division
Education
Bachelor of Commerce -
Mumbai University
MumbaiSkills
- Customer excellence
- Performance monitoring
- Process Improvement
- Forecasting and Scheduling
- Project management abilities
- Risk Management
Certification
- Compliance & Risk Management
- Lean Six Sigma
Languages
English
First Language
Hindi
Advanced (C1)
C1
Marathi
Intermediate (B1)
B1
Websites
Timeline
Operations Manager 1/ Operations Associate Manager
Wells Fargo International Pvt ltd
02.2021 - Current
Team Leader
Ocwen Financial Solutions Pvt Ltd
06.2009 - 11.2020
Bachelor of Commerce -
Mumbai University
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