Nelson Patrick Wilson
Lakshmiah Reddy Layout Horamavu,Karnataka
Summary
PROFILE SYNOPSIS
• Progressive experience of 8+ years in Mortgage Banking with expertise in Quality Assurance, Operations
management, People leadership & Floor Lead.
• Led strategic planning aligned to business and organization objectives.
• Played a pivotal role during the transitional phase of new process initiatives and its implementation for business continuity.
• Strongly focused on achieving operational excellence, continuous process improvement and efficiencies.
• Proven capability in managing daily operational issues & providing a quick resolution.
• Expertise in regular quality reviews and conducting quality audits.
• Adept in managing day to day challenges working on cross functional initiatives.
• A people leader with a track record of building and coaching sustainable, diverse teams of highly talented professionals. Responsible for enhancing performance, training, continuous new skilling
Overview
10
10
years of professional experience
Work History
Operations Associate Manager
TechBrain IT Solutions and Ltd
08.2022 - 08.2024
- Plan, organize and conduct risk based electronic audits of business.
- Analyze, interpret results and findings in order that trends can be identified and observations and recommendations identified.
- To follow up recommendation in timely manner and communicate to business and operations team.
- Conducted thorough reviews of client files to ensure compliance with regulatory requirements and company standards.
- Participated in training sessions to stay up-to-date on industry regulations and best practices in file review process.
- Supporting functions of operations for multiple business groups and contribute to large scale strategic initiatives.
- Conducting research on moderately complex business, operational issues that require analytical skills and understanding of business.
- Planning and execution of variety of initiatives that includes risk mitigation, efficiency and customer experience.
- Collaborating and consulting with business managers in developing procedures.
- Lead successful transitions, Trainings and process set up.
- Challenging procedure resulting in efficiency gain.
- Built trust and established credibility with business partners, Identified newer business opportunities and roles.
- Developing & deploying quarterly and annual plans, programs and policies for team.
- Executing large-scale line of business -wide projects to build proactive & innovative solution and address business challenges, thereby achieving organizational goals & objectives
Senior Quality Administrator/Operational Risk Consultant
Wells Fargo International Solutions Private Ltd
06.2020 - 07.2022
- Initiated various risk reduction efforts, engaged with multiple internal and external audits.
- Perform adherence monitoring evaluations for new launch, modification, retirement of product inventory to confirm that policy is being adhered to in all types of risk assessments and gap analyses to identify potential areas of vulnerability and implement controls to reduce risk.
- Assisted with quarterly risk management self-assessment process to identify potential problems and reduce adverse outcomes.
- Collected and validated risk information from businesses to interpret and provide assessments, using good judgement and analytical skills.
- Consulted with stakeholders to gather information and comprehend data requirements.
- Collaborated with team and lending institutions to reduce risks and assist with decision process.
- Escalate key maintenance errors identified during quality review and share feedback for learning based on programs, processes and documentation as required by company requirements or government regulations.
- Review systems to ensure company standards are met, exceptions are notated, and issues escalated as necessary.
- Assist in development and design of process specific quality trends based on scope.
- Review and score work.
- Prepare calibration score and felicitate calibrations across team to ensure consistency of quality score delivered to clients.
- Monitor quality assurance programs and processes to identify gaps and risk assessment.
Front Line Manager (Team Leader)
Dawn Ace Group
12.2018 - 12.2019
- Conducting quarterly, half year and yearly performance reviews and providing feedback on team members performance to guide them in right direction to grow in organization.
- Process Reengineering to improve process efficiency.
- SLA Management to ensure no misses on agreed metrics.
- Risk Management to ensure business is compliant in terms of various guidelines and policies.
- Staff Management and Planning to ensure team is optimally utilized.
- Preparing monthly management dashboard on team performance and presenting same to business partners and management.
- Managed and evaluated staff, enabling them to improve skills, achieve daily objectives and grow in career.
- Responsible for onboarding and training new hires on processes.
- Develop & grow leadership talent through effective mentoring, succession planning, and retention strategies.
- Conducted on job trainings to enhance productivity, skills development and process efficiency.
Senior Associate (Floor Lead)
Altisource Business Solutions Pvt. Ltd
07.2014 - 11.2018
- Accountable for processing home, flood wind insurance, requesting premium to carrier, ensuring same is disbursed on time, also maintaining records for same.
- Always ensured in service levels being met maintaining quality above 99.50%.
- Communicate effectively with Mortgage clients and Senior Management to provide regular updates on issues.
- Providing customer centric service and ensuring customer satisfaction at all times.
- 100% Compliant with all Company Policies & Procedures.
- Promptly mediated disputes between associates to promote better collaboration and avoid work disruption.
- Served as liaison, facilitating communication between management and associates.
- Trained and supported new team members, maintaining culture of collaboration.
- Kept detailed records of daily progress to identify and correct areas needing improvement.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
- Maintained confidentiality on projects, with clients and regarding corporate data to alleviate data breaches.
- Developed training program to educate new hires on company policies and procedures.
- Provides Floor Support; responsible of weekly and monthly connect with Stateside partners.
- Handling team in absence of FLM; Responsible for critical reports during early roles.
Education
Bachelor of Commerce - Finance
CV Raman University
Bilaspur12-2016
Skills
- Analytical problem-solving
- Workforce training and development
- Process improvement
- Client relationship management
- Performance reporting
- Continuous improvements
- Procedure development
- Strategic Planning
- QA Review & Audits
- Team Leadership
- Performance Management
- Excellent Verbal and Written Communication
- Flexible and customer Focused
- Strong problem solving and analytical approach
- Proactive and Accountable
- Skill in multi-tasking and prioritizing
- Exposure to complaints and Escalation management
- Problem Resolution
- Operational Reporting
- Process Efficiencies
- Attention to detail
- Escalation Process
- Process Improvement
- Performance Tracking
- Operations Management
- Business Development
- New Employee Hiring
- Compliance Monitoring
- Training and mentoring
Accomplishments
• Management of a various teams on horizontal axis and maintaining the client perception over agreed SLA.
• Completed 10 process risk reviews from External Audit team and ensured no findings.
• Appreciation from Onshore Clients and internal management for delivering the expectations on time.
Software
SQL
Python
Advanced Excel
Timeline
Operations Associate Manager
TechBrain IT Solutions and Ltd
08.2022 - 08.2024
Senior Quality Administrator/Operational Risk Consultant
Wells Fargo International Solutions Private Ltd
06.2020 - 07.2022
Front Line Manager (Team Leader)
Dawn Ace Group
12.2018 - 12.2019
Senior Associate (Floor Lead)
Altisource Business Solutions Pvt. Ltd
07.2014 - 11.2018
Bachelor of Commerce - Finance
CV Raman University
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