Lalit Khamkar

• Developed and executed operational strategies aligned with business goals to optimize efficiency, compliance, and risk mitigation.
• Acted as a strategic liaison between Business and Technology teams, ensuring seamless integration of system enhancements with operational needs.
• Led process improvement and automation initiatives, eliminating manual dependencies and accelerating loan application processing.
• Identified operational bottlenecks and implemented automation to improve turnaround times and reduce inefficiencies.
• Analyzed business data to identify gaps and drive strategic solutions, contributing to measurable improvements in service delivery.
• Reengineered hiring processes by eliminating the UK interview round for Customer Ops, significantly speeding up recruitment and reducing time-to-hire.
• Collaborated with the recruitment team to close all open positions across Fin Ops and Client Ops, strengthening team capabilities.
• Onboarded 30+ new team members, effectively reducing workload and boosting team productivity.
• Created internal growth opportunities by initiating and concluding Internal Job Postings (IJP) in Customer Service, fostering employee development and retention.
• Assessed compliance implications of regulatory updates and supported timely technology compliance implementations.
• Prepared regulatory reports and collaborated with senior stakeholders for timely review and submission.
• Supported internal and external audit processes through policy refinement and procedural enhancements.
• Demonstrated strong leadership in managing cross-functional teams, solving problems under pressure, and delivering operational excellence.
• Fostered a culture of innovation and continuous improvement through proactive engagement and team development.
• Maintained clear, effective communication with internal stakeholders to align on business priorities and deliverables.

• Efficiently managed and allocated resources to meet service delivery objectives and enhance operational efficiency
• Fostered collaboration with cross-functional teams to ensure a seamless service experience and resolve.
• customer issues and complaints.
• Continuously monitor and analyze service delivery metrics to pinpoint areas for enhancement and implement
• corrective measures.
• Devised and executed strategies and processes aimed at improving customer satisfaction and retention.
• Oversee management of critical business reports and performance dashboards.
• Exhibited strong vendor management skills by improving performance of existing vendors and onboarding new partners to bolster nationwide coverage.
• Ensured rigorous process adherence and governance standards are upheld.
• Skillfully managed operational costs to optimize financial performance.

Achievements:

• Successfully streamlined existing business functions.
• Introduced performance and counseling metrics to enhance team performance.
• Achieved a remarkable increase in monthly closures, leading to a substantial boost in cash flow and profitability (approximately 70% increase).
• Recorded highest number of closures for consecutive 2 months, surpassing all previous performance metrics since the organization’s inception.

• Led a team of 32 associates and 2 Team Leaders within Payoff department, which included Processors, Quality Checkers, Compliance Testers, and MIS team members. Previously managed a maximum span of control of 68 associates and 5 Team Leads.
• Diligently reviewed customer complaints sourced from Customer Experience team. Conducted root cause analyses to identify opportunities for enhancing customer satisfaction and experience while minimizing complaints.
• Maintained a robust risk, compliance, and internal control environment within the Payoff Department.
• Established and updated policies and procedures in alignment with PHH’s Policy Management Framework, focusing on remediating operations, ensuring compliance, identifying process and control deficiencies, and assessing risks.
• Managed internal Ops Control Team as the first line of defense and collaborated closely with Legal/Compliance/Risk teams to ensure that all sub-processes adhered to State and Federal regulations. Provided interpretation of regulatory requirements and investor guidelines.
• Reviewed new and amended guidelines to determine their applicability to our business processes.
• Conducted regular evaluations of internal processes to identify potential risks and gaps.
• Spearheaded Risk and Compliance Management by overseeing identified risk items, working on remediation when necessary, and generating control reports to prevent recurrence of risks in future.
• Proficiently addressed inquiries from regulatory bodies and investors, collaborating with legal teams when necessary to coordinate examinations or compliance results. Presented findings and recommended corrective measures to executive leaders.
• Published various monthly reports, including Management Business Review (MBR), Scorecards, Key Metrics, SLA Reports, Incentive Plans, and Compliance monitoring decks.
• Leading, managing, and motivating operations staff to consistently surpass departmental KPIs, such as quality, turnaround time, Net Promoter Score, and C-SAT. Achieved a remarkable turnaround time of less than 0.70 business days, the best performance in a decade.
• Conducted performance appraisals and goal setting, implementing performance management, quality management, and workflow management practices.
• Conducted department audits to ensure compliance with State and Investor Requirements, particularly regarding deadlines and payment costs.
• Demonstrated a clear understanding of Fair Lending and Fair Servicing acts, including UDAAP, TILA, Dodd-Frank Act, and other relevant regulations and firm policies.
• Led Business Continuity Plan action items, including call tree implementation and tabletop exercises. Collaborated with IT team to swiftly resolve critical IT issues, minimizing their impact on productivity.
• Spearheaded process improvement initiatives and drove automation to increase efficiency.
• Played a pivotal role in succession planning by coaching and developing team members, helping them achieve their professional growth and functional goals.

Key Achievements:

• Led automation of Modquo process, allocation of workflows, and IVR reject report, resulting in a reduction of approximately 3.3 full-time equivalents (FTEs) and increased accuracy.
• Successfully transitioned in-house generation of payoff quotes for loans in foreclosure and bankruptcy, resulting in savings of approximately $150,000 per month.
• Led transition project as part of Ocwen - PHH merger, encompassing migration of end-to-end process, including strategizing, training, application, documentation of Standard Operating Procedures (SOPs), and managing in-flight loans.
• Implemented enhancements to automate loans with restricting conditions, such as mortgage insurance and loans with no deferred principal balance, resulting in savings of approximately 1 FTE and reduced turnaround times.
• Automated re-quote workflows and web-based requests.
• Oversaw transition of processing payoff quotes on State-licensed loans onshore by onboarding, training, and providing support to relevant personnel, thus enhancing efficiency and compliance.

• Lead and oversee a team of employees in order to ensure that they are working efficiently and effectively
• Plan and assign work to team members, and monitor their progress
• Help to create and maintain a positive and productive work environment
• Handle employee concerns and issues
• Provide training and support to team members as needed
• Manage team performance and resolve any issues
• Ensure the team is meeting deadlines and targets
• Provide feedback and coaching to team members
• Develop strategies and objectives for the team

• Leading, managing and motivating my team to achieve client defined SLA's by regular coaching, training and feedback
• Driving performance to improve critical metrics
• Conducting training on effectively managing customer escalation
• Publishing performance dashboard weekly & monthly for review with internal & external stakeholders
• Root cause analysis of customer complaints to improve C-SAT
• Identifying training needs of the team
• Suggesting incentive plan from time to time in order to boost performance
• Setting KRAs for the team members and appraising them based on performance

Retention Pilot Process - Webchat

• Pivotal role in establishing the process and overachieving client defined thresholds
• Responsible for managing team's performance by regular coaching, training, feedback & motivation
• Working hand in hand with the Quality & Training teams to enhance team performance
• Highlighting customer grievances to the clients and sharing inputs to improve customer satisfaction
• Weekly interaction with the onshore clients to review performance
• Deriving performance reports for improving productivity, quality and rolling out contest to exceed threshold

• Evaluating calls, Publishing QA deck, critical errors & tops defects reports and providing constructive feedback