Rohaan Trivedi
Bengaluru
Summary
Strategic leader with over 15 years of experience in U.S. mortgage servicing, collections, and operational excellence. Proven track record of leading end-to-end re-engineering initiatives that streamline operations and drive significant cost savings. Expert in managing large-scale teams and fostering a high-performance, customer-centric culture through data-driven decision-making and mentoring.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Manager - Operations
MR. COOPER
07.2023 - 08.2025
- Transformation Leadership: Directed a collaborative environment supervising 70+ team executives, ensuring seamless transitions for complex process migrations.
- Process Innovation: Led process improvement initiatives that directly increased productivity and reduced operational costs.
- Performance Diagnostics: Analyzed and reported crucial performance metrics to senior leadership to identify gaps and develop remedial strategies.
Manager - OPEX
SOURCEPOINT MORTGAGE
03.2021 - 06.2023
- Measurable Benefits: Boosted KPI performance across diverse projects, resulting in $224,000 in penalty savings through strict SLA compliance.
- Mentorship & Coaching: Provided formal guidance and oversight for multiple Six Sigma projects, facilitating the development of emerging Green Belts.
- Service Excellence: Enhanced CSAT scores and consistently met SLA targets for global mortgage clients.
- Continuous Improvement: Identified and resolved process inefficiencies to ensure seamless operations across contact center and servicing lines.
Team Leader - Operations
OCWEN FINANCIAL SOLUTION
07.2009 - 09.2019
- Collections & Loss Mitigation: Led expert teams assisting homeowners with mortgage queries and loss mitigation solutions to reduce delinquency rates.
- Pilot Initiatives: Spearheaded pilot projects for Disaster Assistance and Special Servicing teams, designing optimized workflows from the ground up.
- Capability Building: Conducted training sessions in both OJT and classroom settings to build organizational capability.
- Systemic Improvement: Redesigned incentive compensation plans and reduced QA defects through data-driven root cause analysis.
Business Manager
Sunlaminates
05.2007 - 06.2009
- Managed daily business operations including Cash Flow, Client Management, Sales & Delivery.
Helpdesk Coordinator Associate
Electronic Data System
04.2006 - 01.2007
- Provided technical support over the phone on SAP functionality to EDS employees & other clients.
Education
Post Graduate Diploma - Finance Management
WeSchool, Prin.L.N.Welingkar Institute of Management, Development & Research
Bachelor of Mass Media - Advertising
SMT. K.G.Mittal College of Arts & Commerce
MumbaiAdvance Diploma - Business Administration
WeSchool, Prin.L.N.Welingkar Institute of Management, Development & Research
Skills
- Six Sigma Black Belt
- Process Improvement
- Operational Excellence
- Customer Service Management
- Data Analysis
- Troubleshooting
- Contact Center Operations
- Loss Reduction
- Mortgage Servicing
- Administrative & Strategic Oversight
- Customer Experience Oversight
- Performance metrics
- Recruiting and interviewing
- Key performance indicators
Certification
- Six Sigma Black Belt (CSSBB), Aveta Business Institute
- Lean Six Sigma Green Belt (LSSGBA), Index - Firstsource
- Diploma in Project Management, International Business Management Institute
- Executive Data Science, Coursera - Johns Hopkins University
Languages
English
Proficient
C2
Hindi
Proficient
C2
Timeline
Manager - Operations
MR. COOPER
07.2023 - 08.2025
Manager - OPEX
SOURCEPOINT MORTGAGE
03.2021 - 06.2023
Team Leader - Operations
OCWEN FINANCIAL SOLUTION
07.2009 - 09.2019
Business Manager
Sunlaminates
05.2007 - 06.2009
Helpdesk Coordinator Associate
Electronic Data System
04.2006 - 01.2007
Post Graduate Diploma - Finance Management
WeSchool, Prin.L.N.Welingkar Institute of Management, Development & Research
Bachelor of Mass Media - Advertising
SMT. K.G.Mittal College of Arts & Commerce
Advance Diploma - Business Administration
WeSchool, Prin.L.N.Welingkar Institute of Management, Development & Research