NORMAN AGNELO REMEDIOS

Driven by a results-focused approach, I excelled at several large and successful organizations by spearheading operational optimizations and vendor negotiations, significantly improving cost efficiency. My expertise in "Operational Profit Optimization" and adeptness in "Organizational Change Management" have consistently enhanced client satisfaction and operational outcomes, marking me as a leader in transformative operational strategies.

• MDP by IIM on Effective Communication, 2013, Altisource Business Solutions Ltd., Mumbai
• Six Sigma Green and Black Belt

Date of Birth: 09/12/85

• English
• Hindi
• Marathi

Participated as an active member of the committee to arrange the annual Employee Welfare Programme (EWP) Planned various socio-cultural activities at college level Led cricket team at school & college level

• Freelance Consultant, Remote, 04/23-Current, Conduct a thorough time and motion (T&M) studies for every business unit, Creating robust Standard Operating Procedures (SOP), Training material (visuals and videos), Assessments for new hires and BPO vendors, Reduce processing task which result in improved margins for several service items, Restructure work-flows to make it more simplified to improve efficiency, reduce errors, and improve processing time, Create executive level reports (MBR, QBR) to display performance at a production, client and state levels, Recommend staffing at various hierarchy across departments hiring contractors and affiliate partners
• Vice President Customer Success, Stellar Innovations Pvt. Ltd., 12/22-03/23, Oversee the entire pre-sales division by generating leads and converting them to potential closure within 90-180 days, Work with the technology teams to develop solutions to enable integrations, codes and other technology solutions for platforms used within the Real Estate servicing space like Bytepro, ResWare, Qualia, Led a sales team to develop a CRM process to track and narrow down prospects and create a pool of business opportunities
• Chief Operating Officer, Holler Law Firm, LLC, 02/21-11/22, Performed several operations analysis FTE management and consolidation of teams, time motion studies, set KRA’s for various production team, Created a staffing model for all operation units to adjust existing staff and plan for future staffing needs, Accomplished process optimization initiatives such as workflow review and streamlining initiative, Reviewing various operation systems in search of automation opportunities, Documenting existing processes and creating SOP’s and Visio Flows, Engaged in a Training Initiative across the organization to have a defined Training and Development Program, Engaged with Human Resources and Risk Management to create an organization wide org chart and have defined Job Descriptions and Job Specifications for hiring needs and personnel development within the Organization, Negotiated and on-boarded vendors at competitive pricing and converted several fixed cost to variable to improve cost per unit
• Senior Manager Operations, Altisource Business Solutions Ltd., Bangalore, 06/11-09/20, Specialist, 06/11-08/11, Team Leader, 08/11-04/12, Assistant Manager, 04/12-04/14, Manager, 04/14-07/17, Senior Manager, 07/17-09/20, Fronting conversations with our clients, preparing Monthly and Quarterly Business Review presentations. One point of contact for the clients requests, Managing an overall REO Portfolio of 8,000 properties, overseeing the performance of the portfolio to ensure fast liquidation of the portfolio to meet companies budgets and meet key clients SLA’s, Introduced several online marketing initiatives through the companies online marketing platform, developed several reports around identifying opportunities to identify underperforming assets and develop alternative strategies to liquidate the inventory, Leading the daily timeline call monitoring the throughput of all the cross functional Business Units to ensure the timeline adherence, expedite liquidation and improve the revenue line, Administering Process Migration as Head of Operations and managing Service Delivery for various clients, Initiating, conceiving and driving operational & strategic initiatives of improvement for the business unit which includes corporate initiatives (day-to-day operations), mortgage services initiatives (asset management) and settlement services space, Dealing with the execution of continuous marketing and strategic plans and managing operational improvement initiatives using Lean Six Sigma tools, Ensuring that all the company & compliance policies including risk management, safety, quality, company standards are followed by the employees, Designing process operational plan/stream for service delivery operations to meet the SLA/KPIs and keep them at par with the best in the industry, Liaising with cross functional departments Compliance, Law, Tax, Customer Support, Program Management Office, Project Analysts, other BU Heads within the organization to ensure smooth execution of Service Level Agreements, Leading a team of 100+ FTEs in Mumbai & Bangalore and 6 FTE’s in Atlanta Georgia and working together on projects & initiatives; administering global operations team members (Bangalore, Mumbai, Atlanta, Plano, West Palm Beach, Luxemburg), Seamless sub-process engagement, enhancing the production timeliness & performance quality through advancement of automation, RPA, AI and system integration; advancing operational effectiveness by working within business unit and implementing process improvements for service delivery, Reviewing procedures for execution of sworn documents, department consistency, marketing, closing, scorecard ratings, resolving high risk properties and other areas requiring updated measures, Successfully Achieved: Improved the liquidation of the portfolio by improved marketing strategies, reduced liquidation timeliness and increased REO turn rate, Managed a large network of 1500 notary vendors and planning collaboration meetings for vendor onboarding in the settlement space, Liaising with HUBZU an online marketing platform to improve and develop marketing programs to improve liquidation, Migrated 8 + processes (from United States and planned BCP), Used RPA, First Time Right and OCR approach to improve efficiency and accuracy of the product, Implemented automation initiatives thereby reducing the redundancies and effectively utilized the time and developed cost effective benefits for the cost centre, Completed software integration between vendors to build efficiencies and cost effectiveness, Managed process with 99.5% Quality & SLA, Supervised portfolio of over 8,000 REO loans, Acknowledged with token of appreciation for giving exceptional performance and received continuous promotions, Enhanced vertical performance in line with the commercial, customer experience and operational performance targets and won confidence of the valued clients and business partners, Streamlined key areas to improve the product delivery timeline by giving feedback to vendors and maintained their score card according to their performance
• Resolution Specialist (Asset Resolution Team), Ocwen Financial Services Pvt. Ltd., Mumbai, 06/09-05/11, Acknowledged for resolving the highest number of aged assets with complex title issues consistently each month, Successfully formulated methods for the easy title resolution and prepared easy reference materials for the teammates to improve resolution timelines, Received rank A in the appraisal years 2009 & 2010

Senior Leader, Operations, Mortgage Services/ BFSI, Mumbai, Pune