MEHUL KARIA
Mumbai,Maharashtra
Summary
A seasoned leader at Ocwen Financial Solution PVT LTD, I excel in data analytics and team leadership, significantly enhancing operational efficiency and client satisfaction. Spearheaded projects that saved $450,000 monthly and improved service delivery SLA to 24-48 hours, demonstrating a robust blend of project management and compliance audit skills. Achieved a 99% success rate in quality management, underlining a commitment to excellence and strategic problem-solving.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Manager- Direct Lending Data Analytics
Ocwen Financial Solution PVT LTD
Mumbai
10.2020 - Current
- Lead a team of technical professionals and an experienced team of quality assurance to mitigate business risk using a data-driven process.
- Act as a bridge between the business and highly technical developers located in remote offices. Provide technical solutions to business problems through various reporting tools, including SQL, SSRS, and Power BI.
- Work with operational leaders across the organization to understand the challenges, and provide them with solutions using a dashboard on measured parameters.
- Review the spending strategy with the marketing team to create a better Lead-to-Application Ratio.
- Provide MBR and goal-tracking numbers to review monthly progress on the monthly executive conference.
- Review QA, process milestone TAT, and risk score regularly with the operational head to determine future challenges and update forecasting numbers accordingly.
Assistant Manager- Customer Correspondence
Ocwen Financial Solution PVT LTD
Mumbai
06.2016 - 09.2020
- Managing a staff of 100+ associates across three locations.
- Job requires vendor and project management skills.
- Reviewing IT jobs to transfer input to vendors to review timely input to vendors.
- Prioritizing compliance jobs to meet same-day delivery SLA.
- Review the monthly compliance newsletter to make required changes in the process and add new processes to meet regulatory requirements.
- Supervising service operations to render and achieve quality services, providing first-line customer support by answering queries and resolving customers' issues for minimum turnaround time.
- Implementing competent business strategies to market a wide range of products, achieving pre-set sales and profit targets.
- Preparing work support documentation, checklists, process manuals, process flows, and implementing them to ensure a high quality of service delivery.
- Identifying and networking with financially strong and reliable agents/advisors, resulting in deeper market penetration and improved market share.
- Building and maintaining healthy business relations with vendors, ensuring maximum customer satisfaction by achieving delivery and quality norms.
- Undertaking project management activities; key domain areas include setting expectations and execution.
- Formulating business unit policies and procedures, ensuring they are updated to reflect current requirements, and implementing process vision, design, enhancement, and transition strategy.
- Dealing with customer-centric operations and ensuring customer satisfaction by achieving delivery and service quality norms, identifying prospective clients, and generating business from existing clients, thereby achieving business targets.
- Analyzing the training needs and delivering supplementary training on various technical issues.
- Assisting in the creation and attending the monthly operations review presentation for senior and executive management.
- Highlights: Executed the transition of over 700 letters to a new vendor within two months to meet executive management requirements, and migrated the letters from one vendor to another.
- Initiated the Intelligence Duplex Printing and Efficiency project, from which the organization has saved $450,000 in one year.
- Reduced vendor SLA to 24-48 hours to mail out customer communication
- Received various recognitions for over 600K letters by closing an audit item.
- Achieved a 99% result and received appreciation from the Organization President as pure motivation.
- Managed to ensure the team is maintaining 100% productivity and standard quality.
- Displayed excellence as a leader, which resulted in the promotion of four team members as team leaders and three as quality analysts.
Team Leader- RM Default Servicing
Ocwen Financial Solution PVT LTD
Mumbai
06.2012 - 06.2016
- Collaborate with attorney firms and the customer relationship team to resolve defaulted accounts and explore loss mitigation options.
- Getting accounts reviewed by the Control and Loss Mitigation team to customers is well communicated before the foreclosure process begins on the account.
- Create a document package within the SLA, and share it with attorney firms to speed up the legal process.
- Monitored compliance with regulatory requirements and investors in all aspects of default servicing.
- Ensure all system records are accurately updated to reflect the latest status of default accounts.
Associate- Investor Relations & Surveillance
Ocwen Financial Solution PVT LTD
Mumbai
06.2010 - 06.2012
- Managed investor inquiries and responded to requests in a timely manner.
- Conducted meetings with analysts and institutional investors to discuss company performance.
- Compiled, analyzed, and monitored financial data to be used in investor presentations.
- Responded to queries from existing and prospective investors regarding the portfolio.
- Assessed the adequacy of the system of internal controls over the financial reporting process.
- Assisted external auditors during annual audits by providing necessary information.
Education
B.Com. -
L.S Raheja College of Arts and Commerce
Maharashtra12.2010
12th -
L.S Raheja College of Arts and Commerce
Maharashtra12.2007
10th -
S.V.P High School
Maharashtra12.2005
Executive Program Certification - Business Management
IIM Calcutta
Post Graduation - Operation
Welingkar Institute
Skills
- Project Management
- Compliance and Internal Audit testing
- Team Building and Leadership
- Quality Management System
- Reporting and Documentation
- Client-Vendor Relationship Management
- Regulation/Compliance Audit
- Team Engagement
- Data analytics
Certification
- Microsoft Certified Solutions Associate (MCSA) Certification
- Microsoft Certified Professional (MCP)
Languages
- English
- Hindi
- Gujarati
Personal Information
Date of Birth: 11/21/89
Timeline
Manager- Direct Lending Data Analytics
Ocwen Financial Solution PVT LTD
10.2020 - Current
Assistant Manager- Customer Correspondence
Ocwen Financial Solution PVT LTD
06.2016 - 09.2020
Team Leader- RM Default Servicing
Ocwen Financial Solution PVT LTD
06.2012 - 06.2016
Associate- Investor Relations & Surveillance
Ocwen Financial Solution PVT LTD
06.2010 - 06.2012
B.Com. -
L.S Raheja College of Arts and Commerce
12th -
L.S Raheja College of Arts and Commerce
10th -
S.V.P High School
Executive Program Certification - Business Management
IIM Calcutta
Post Graduation - Operation
Welingkar Institute
Similar Profiles
Suhas SreedharanSuhas Sreedharan
Desktop Support Technician at Cloudera Data Platform India Pvt LTDDesktop Support Technician at Cloudera Data Platform India Pvt LTD
GLENN SMITHGLENN SMITH
Assistant Manager, Learning and Development at Altisource Business Solutions Pvt LtdAssistant Manager, Learning and Development at Altisource Business Solutions Pvt Ltd
SureshAntony FernandoSureshAntony Fernando
Interpreter Care Specialist at KJI Resources India Pvt. Ltd, A United Language Group CompanyInterpreter Care Specialist at KJI Resources India Pvt. Ltd, A United Language Group Company