Madhusudhana Rao Mannem
ASSISTANT MANAGER OPERATIONS
Bengaluru
Summary
Accomplished Assistant Manager with leadership abilities and consistently rising through ranks. Well-versed in Operations, personnel management and Reconciliations. Dedicated to complete knowledge of company products and services for optimized customer service. Multi-tasking and well-known for creating positive workplace culture and high-performing teams.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Assistant Manager
Ocwen Financial Solutions Pvt. Ltd
Bangalore
04.2020 - Current
- Interfacing with top management for evolving strategic vision, driving change, infusing new ideas and taking productivity to next level
- Transition of payment processing, payoff, chargeback, reversals and suspense processing from onshore to offshore
- During transition phase, planning project plan through kick start off meeting, identifying stakeholders, documenting job aides, SOP's to ensure smooth flow of process transition, understanding the training needs and ensuring team is able to understand the process change, conducting the process knowledge test, co-ordinating with the compliance team for the SOP's approval, identifying process gap, exposure analysis of any upstream and downstream impact and risk associated with it, implementing the process along with project closure
- Validating the profitability of the process during the transition phase through performing time and motion study to determine the accurate HRD's
- Identifying the requirement of resources during the transition phase through effective project plan and communication
- Responding to Voice of Customers and resolving their concerns
- Ensuring all the BCP requirements are met from conducting the BCP mock calls, updating the BCP plan and strategies
- Devising resource and risk identification/mitigation plans to ensure that the process objectives are met
- Developing competency among the team members; mentoring & monitoring the performance to ensure efficiency in process operations
- Preparing weekly and monthly reports for the higher management to make them aware of the work status and providing the detailed summary on the Turn Around Time
- Conceptualizing & implementing new initiatives, training & process excellence plans for the organization
- Managing entire process operations, monitoring overall functioning, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level and minimize process gaps
- Supervising day-to-day operations of the quality and implementing business improvement ideas aimed at maximizing process efficiency
- Supervising the overall training functions including new hire / production floor trainings, training need analysis, skill upgrade trainings, performance management
- Tracking individual weekly/monthly productivity & quality scores and conducting audits to ensure compliance with SLAs
- Scrutinizing performance against projections and identifying root causes for performance deviations & ensuring quick resolution for the same
- Creating daily internal & process wise reports related to production, quality, issue log, SLA's, leave tracker and providing feedback to the management on the performance of the team
- Examining monthly incentives & retention and managing succession planning for employees
Team Leader
Ocwen Financial Services Pvt. Ltd
Bangalore
05.2016 - 03.2020
- Was responsible for processing Chargebacks, Bank item adjustments and reconciling intra corporate fund transfers within various departments.
- Managed to reduce error percentage in multiple instances and received various appreciations from clients
- Mentored and guided employees to foster proper completion of assigned duties.
- Assisted with new hire processing and existing training programs.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Cross-trained and provided backup support for organizational leadership.
- Won Squad of the year award for completing the 99% of chargebacks within specified SLA's and increased cost saving
Associate
Ocwen Financial Solution Pvt.Ltd
Bangalore
03.2011 - 04.2016
- Joined as Fresher at Ocwen in 2011 and started journey as associate
- Worked varied hours to meet seasonal and business needs.
- Managed customer relations through communication and helpful interactions.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
- Worked with other BU's and offered assistance for increased customer satisfaction.
- Because of above initiatives, got promoted as Specialist and later as Senior Specialist within 4 years
Education
MBA - Financial Accounting
Sri Venkateshwara University
Tirupati 06.2008 - 02.2010
Bachelor of Science - Microbiology
VR IAS College
Nellore 06.2004 - 04.2007
Skills
Process Transition
Accomplishments
- Introduced a process change which helped to generate revenue
- Collaborated with team of 3 in the development of Automation Script to do cost saving
- Supervised team of 40 Associated and 4 Team leads from Onshore and offshore location
- Have been a part of the “Squad of the Year” for two years
- Rated as TOP performer for consecutive 4 years for the excellent performance.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Assistant Manager
Ocwen Financial Solutions Pvt. Ltd
04.2020 - Current
Team Leader
Ocwen Financial Services Pvt. Ltd
05.2016 - 03.2020
Associate
Ocwen Financial Solution Pvt.Ltd
03.2011 - 04.2016
MBA - Financial Accounting
Sri Venkateshwara University
06.2008 - 02.2010
Bachelor of Science - Microbiology
VR IAS College
06.2004 - 04.2007
Birthday
14th June
IT SKILLS
Well versed with MS Office & MIS
Basic Knowledge of SQL
Birthday
14th June
IT SKILLS
Well versed with MS Office & MIS
Basic Knowledge of SQL
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