NAJEESH KRISHNAN

Operations & Client Services (US Retirement
Services

• Directed overall implementation & Client Services processes in US retirement market in the Defined Contributions space across Locations, India and Philippines
• Evaluated performance of staff and operations managers in Bangalore, Gurgaon & Philippines.
• Established strategic objectives to enhance organizational effectiveness and efficiency
• Managed budgets and financial oversight to support project sustainability
• Facilitated communication between leadership teams, clients, and technology teams for process improvements
• Worked closely with Business Transformation teams and transformed processes using AI tools
• Responsible for recruitment efforts to strengthen operational capabilities
• Worked closely with transitions team to meet crucial go-live deadlines
• Presented performance reviews to senior leadership and clients for transparency.

Product/Process ‑ Defined Contributions( US retirement recordkeeping)

• Led team of Project Managers and Leads for Service implementations, Client facing and process application testing
• Streamlined operations by centralizing sub-processes in India, boosting client focus
• Developed automation strategies to increase scale and efficiency
• Directed projects for emerging large market clients, ensuring strategic alignment
• Fostered collaborative environment through a platform for idea exchange and best practice sharing
• Implemented systematic controls to mitigate risks effectively within the unit
• Worked with compliance and legal teams on escalations to ensure resolution
• Sourced talent through referrals and walk-ins, focusing on succession planning.

Product/ Process ‑ US Mortgage ( Loan modification & Shortsales)

• Managed a team of 40 professionals in Loan Modification and Short Sale, resolving delinquency issues for US clients
• Implemented strategic work allocation and effective talent management to drive revenue growth
• Advised leadership on programs and strategies, resulting in increased productivity through cross-functional training
• Oversaw projects including scripting for enhanced real servicing software capabilities
• Worked with technology teams to streamline query processes through coding improvements
• Contributed to client focus group aimed at elevating overall customer experience.

• Managed portfolio remarketing efforts for US Corporate clients
• Ensured compliance with collection procedures prior to follow-up actions on delinquent accounts
• Formulated effective collection strategies targeting high net worth individuals
• Addressed escalated portfolio discrepancies, coordinating solutions between client data and Dell systems
• Tracked team performance metrics, delivering comprehensive reports to management
• Provided training for new associates on established collection protocols
• Completed all collection activities and research, consistently achieving SLA requirements

• Liaised with technology groups to resolve technical issues for business operations
• Trained new associates to enhance team productivity