Mohammed Mustafeez
Bangalore
Summary
Dynamic operations leader with extensive experience at Voya Global Services, excelling in team motivation and process optimization. Proven track record in issue resolution and effective communication, driving performance improvements and compliance. Skilled in business strategy development, fostering a high-performing culture that enhances productivity and meets operational goals.
Overview
11
11
years of professional experience
Work History
Team Leader
Voya Global Services Pvt. Ltd
Bangalore
05.2025 - Current
- Led operations team, ensuring reliable and effective process flow with internal and onshore teams.
- Interacted directly with stakeholders to fulfill business requirements and maintain healthy processes.
- Planned, organized, and directed work of subordinates to achieve operational goals.
- Outlined clear procedures and instructions for tasks assigned.
- Estimated new jobs, verifying accuracy and quality of content produced by others.
- Maintained accurate records while motivating team to meet daily targets.
- Identified and resolved gaps in processes between offshore and onshore teams.
- Partnered with management to ensure compliance and enhance communication processes.
- Managing team performance, SLA, TAT, Audits, people issues and half yearly and yearly review.
Manager Ops Support Services
Empower
Bangalore
02.2016 - 05.2025
- Supervised a team of 25 to 30 members, ensuring optimal performance and engagement.
- Managed SLA, attrition, quality, process flows, and escalations effectively.
- Possessed in-depth knowledge of US Retirement 401K business focusing on Money Out processes.
- Demonstrated professionalism and precision in handling financial transactions for over seven years.
- Monitored day-to-day performance, providing constructive feedback to enhance productivity.
- Drove recruitment processes and facilitated training and development initiatives for team members.
Process Executive
Cognizant
Bangalore
10.2014 - 12.2015
- Processed transactions for escrow accounts and provided floor support across three roles in Hyderabad.
- Managed manual payments and handled mail correspondence with efficiency.
- Maintained customer accounts, ensuring accuracy and compliance with established guidelines.
- Processed property taxes, additional bills, and utility payments according to procedures.
- Coordinated efforts with Services Quality, training, and Knowledge Management to optimize operations.
- Resolved client inquiries and issues promptly based on requests and guidelines.
- Handled high-priority escalation loans while prioritizing urgent client needs.
- Managed both escrow and non-escrow accounts, ensuring proper maintenance and reporting.
Education
ASPPA Certified - Retirement Plan Fundamentals
01.2025
IRDA certificate - Insurance Regulatory and Development Authority
01.2024
Post Graduate Diploma - Banking & Finance
SYMBIOSIS CENTRE FOR DISTANCE LEARNING
Pune01.2022
BBM - Finance
CMR Centre for Business studies
Bengaluru01.2014
Skills
- Business strategy development
- Team leadership and coaching
- Staff mentoring and motivation
- Issue resolution and problem solving
- Decision-making skills
- Time management
- Effective communication
- Flexibility and adaptability
- Conflict resolution
Accomplishments
- Quality award for Q3, 2016
- Good Samaritan award in Q2, 2018
- 1st Prize in GWG Got talent in Skit 2019
- VIP award in Q1, 2020
- Agent of Shield award in Q3, 2020
- Team VIP award in Q1, 2021
- Lead award in Q2, 2022
Languages
- Hindi
- Kannada
- Urdu
- English
- Hindi
- Kannada
- Urdu
Professional Skill Set
- Team Work
- Problem solving
- Leadership
- Time Management
- Communication
- Flexibility
- Conflict resolution
Personal Information
- Citizenship: Indian
- Date of Birth: 07/16/92
- Marital Status: Married
Timeline
Team Leader
Voya Global Services Pvt. Ltd
05.2025 - Current
Manager Ops Support Services
Empower
02.2016 - 05.2025
Process Executive
Cognizant
10.2014 - 12.2015
ASPPA Certified - Retirement Plan Fundamentals
IRDA certificate - Insurance Regulatory and Development Authority
Post Graduate Diploma - Banking & Finance
SYMBIOSIS CENTRE FOR DISTANCE LEARNING
BBM - Finance
CMR Centre for Business studies