MOHAMMED AZHARUDDIN

Bangalore

Summary

Dynamic operations leader with a proven track record at Firstsource Solutions, excelling in conflict resolution and strategic planning. Successfully managed multiple engagements, enhancing team performance and driving process improvements. Adept at coaching and mentoring, I foster a collaborative environment that consistently meets and exceeds service level agreements.

Overview

years of professional experience

Work History

Team Leader Operations

Firstsource Solutions

Bangalore

01.2019 - Current

Currently managing nine different engagements that include GSE claims, loan modification claims, guaranteed investor claims, conveyance, file checking, property preservations (bids decisioning, grass cutting, and winterization), property inspections, REO/FHA/VA & GSE Post Sale, and conveyance.
I have been a part of all clients' business strategy calls.
Ensure the team performance is up to the departmental goals.
Have the ability to handle critical disputes and resolve them well within the given time frame.
Keen eyes to find loopholes in control reports, and helped clients improvise on it.
Worked on Failure Mode and Effect Analysis (FMEA) for all engagements.
Worked on Seat Utilization.
Worked on adding FTEs by revisiting the AHTs every 6 months.
Ensured compliance with all safety regulations in the workplace.
Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
Established clear expectations for employees, providing guidance when needed.
Developed strategies for problem solving and conflict resolution among team members.

Escalation Relationship Manager/Specialist

Ocwen Financials Solution

Bangalore

01.2011 - 01.2019

Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
Participated in customer service training for internal team to share knowledge and experience and improve quality of customer service.
Collaborated with other departments to meet customer needs and gain feedback to incorporate into call handling strategy.
Learned and followed customer service policies and procedures to meet organizational and industry standards.
Identified process gaps and helped overcome the challenges.
Ensured legal threats to the company are eradicated.
Conducted trainings/coaching to help everyone achieve individual and department goals.

Education

Bachelors of Commerce - Management and Business Studies

Monad University

Delhi

01.2013

Skills

Conflict resolution
Time management
Decision making
Coaching and mentoring
Adaptability
Management skills
Leadership
Problem solving
Critical thinking
Root cause analysis

Project management
Team leadership
Process improvement
Performance monitoring
Data analysis
Strategic planning
Recruitment support
Service level agreements
Overtime management

Languages

English, Hindi, Kannada

ROLES AND RESPONSIBILITIES

Managing a team size of 30 plus FTEs in Bangalore
Have experience in reviewing contracts and addenda, negotiating SLAs, and mobilizing commitment with internal and external stakeholders at all levels
Design and implement KPI measures, measurement systems, and visual tracking controls/dashboards to manage processes, performance for sustainability, and continuous improvement
Preparing billing reports for the clients, along with validating the headcount of different locations
Understanding client requirements through monthly reviews, deploying action plans to improve customer satisfaction
Have experience in transitioning and defining processes for global customers as per their requirements

Timeline

Team Leader Operations

Firstsource Solutions

01.2019 - Current

Escalation Relationship Manager/Specialist

Ocwen Financials Solution

01.2011 - 01.2019

Bachelors of Commerce - Management and Business Studies

Monad University