Summary
Overview
Work History
Education
Skills
Declaration
Accomplishments
Additional Information
Technical Qualifications
Profile Summary - Summary
Timeline
Generic
Rohit Kumar Nirwan

Rohit Kumar Nirwan

TEAM LEADER
Gurgaon,HR

Summary

Experienced leader specializing in Operational Excellence, Back-end Operations, Continuous Process Improvement/Transitions, and Client Relationship Management. Demonstrated success in developing and executing strategies to drive organizational value through inspirational leadership, innovation, and extensive experience. Seeking mid to senior-level Operations roles in reputable organizations.

Overview

12
12
years of professional experience
2
2
Languages

Work History

Team Leader

WIPRO (acquired CISION Operations)
10.2018 - 02.2024
  • Lead a team of 24 analysts, including 3 SMEs, achieving a 10% improvement in overall team productivity through effective guidance and support.
  • Oversaw the Media research, impact analysis and validation of 6000+ coverages per month for both traditional and Digital media (Online news, social media, etc.,), and also, leading the Loan Origination pre-closing KYC process support to Underwriting team in US Home mortgages ensuring 94 to 98% accuracy in detailed summaries based on project requirements.
  • Acted as the primary contact for 12 key accounts, building trust and rapport which resulted in a 15% increase in client retention rate.
  • Documented client interactions and insights to improve service delivery and client satisfaction.
  • Identified and implemented best practices and organized workflows and assigned tasks, leading to a 10% improvement in client satisfaction scores.
  • Collaborated with team members to prepare for 30+ client meetings quarterly, ensuring alignment with project goals and contributing to a 10% increase in client engagement.
  • Generated comprehensive reports for Stakeholders, mid-level and high-level management, providing actionable insights that led to a 10% increase in operational efficiency.
  • Conducted quantitative analysis to assess volume received against Full-Time Equivalent (FTE) allocation, optimizing resource allocation and implemented continuous process improvements, achieving a 10% reduction in operational costs.
  • Calculated shrinkages, attrition, and absenteeism, achieving a 7% improvement in capacity management and reducing overtime costs by 10%.
  • Leveraged data analysis techniques to optimize team productivity, increasing output by 8%.
  • Managed weekly and daily calls with stakeholders, addressing urgent work requirements and escalations promptly.
  • Assessed training needs and arranged sessions, ensuring skills were up-to-date with global standards, contributing to a 10% increase in analyst proficiency.
  • Set performance goals and deadlines for the team, ensuring compliance with company plans and vision, achieving a 97% goal attainment rate.
  • Monitored analyst productivity, provided constructive feedback, and facilitated refresher training as needed, resulting in a 10% decrease in error rates.
  • Conducted monthly, half-yearly, and annual one-on-one meetings with each analyst to discuss performance, areas of improvement, and guide them for skill development programs for their career growth.

Executive (as a Freelancer)

Kailash Ayurveda Pvt. Ltd.
09.2016 - 09.2018
  • Conducted thorough reviews and audits of financial statements to ensure the accuracy of payments, amounts, and data records.
  • Organized and managed the sorting of incoming and outgoing raw materials and products, providing exceptional assistance to customers and clients.
  • Monitored and recorded office expenditures, ensuring all expenses remained within the set monthly budget.
  • Managed communication and documentation for clients' meetings, ensuring accurate and timely distribution of materials and final products.
  • Generated, dispatched, and diligently followed up on logistics, invoices and payments through emails, phone calls, vendors and client visits.

Process Associate

SitusAMC (acquired Assimilate Solutions India Pvt)
01.2015 - 08.2016
  • Verified and updated customer information to support claims filed against bankruptcy petitions.
  • Requested and validated customer bankruptcy petitions for relief against property surrender.
  • Authenticated and verified KYC documents in relation to bankruptcy petitions.
  • Uploaded and reviewed payment receipts made by customers under bankruptcy filings, ensuring they were transferred to the appropriate department.

Team Member

BA Continuum India Pvt. Ltd.
04.2012 - 12.2014
  • Verified rejected entries of Customer Demand Deposit Accounts (DDA) and Savings Deposit Accounts (SDA) to ensure accuracy.
  • Conducted accounting tasks to correct and post items appropriately, ensuring accurate balancing of the bank's journal and ledger.
  • Drafted and sent letters to customers informing them of settlements performed on their accounts and transferred cases to the appropriate department for further action.
  • Requested mortgage payoff documents on behalf of customers for home mortgage refinancing.
  • Verified and corrected fulfillment documents and settlement statements, and prepared pre-closing documents for home mortgage refinancing.
  • Provided KYC process support for Underwriting team in the loan modification process (LMPS).
  • Reviewed, analyzed, and audited customers' legal KYC documents, including pay slips, bank statements, credit reports, and tax documents.

Education

MBA - Finance

Maharshi Dayanand University
Rohtak, India
04.2001 -

BBA - Business Administration And Management

Guru Jambheshwar University
Hisar, India
04.2001 -

Skills

Strategic Planning

Declaration

I, Rohit Kumar Nirwan, hereby declare that mentioned facts are true to my knowledge.

Accomplishments

  • Received multiple client appreciations for achieving 100% quality in processing
  • Appreciated as Best Team Leader awards in the year 2021 in Q1, 2022 in Q3 and 2023 in Q1 & Q3
  • Won Best Supervisor award in the year 2020 in Q4
  • 10 approved and LOB adopted Best Practices
  • Won 1 silver and 3 bronze awards for Star of the months in 2013 & 2014

Additional Information

Excellent communication, interpersonal and decision-making skills, Strong analytical and problem-solving abilities, Proven ability to work independently and as part of a team, Attention to detail and strong organizational skills, Ability to handle confidential information with discretion

Technical Qualifications

  • MS Office Suite
  • Proficiency in Ms-Excel
  • MS Outlook

Profile Summary - Summary

  • A performance-driven professional with over 12 years of rich & extensive experience in Operations Management, Team Management, Client Engagements and Quality Assurance.
  • Expertise in ensuring operational processes is managed in terms of TAT, Accuracy, frequency & compliance leading to seamless service delivery.
  • Demonstrated expertise in conducting comprehensive analysis, summarizing key findings, and delivering impactful reports to inform decision-making for senior management and stakeholders.
  • Excelled in conducting data-driven quantitative analysis, precisely evaluating workload distribution, forecasting shrinkages, attrition, and absenteeism to optimize capacity utilization.
  • Showcased exceptional leadership skills, proactively engaging with stakeholders through regular communication, effectively managing urgent work demands and resolving escalations.
  • People Manager enthusiastically meeting deadlines with innate skills in managing monitoring and training high performing multi-cultural teams entailing 24 members that excel in delivering business value with high morale & low attrition.
  • Expertise in guiding and developing analysts, delivering timely project updates, and implementing tailored development plans to foster their professional growth.

Timeline

Team Leader

WIPRO (acquired CISION Operations)
10.2018 - 02.2024

Executive (as a Freelancer)

Kailash Ayurveda Pvt. Ltd.
09.2016 - 09.2018

Process Associate

SitusAMC (acquired Assimilate Solutions India Pvt)
01.2015 - 08.2016

Team Member

BA Continuum India Pvt. Ltd.
04.2012 - 12.2014

MBA - Finance

Maharshi Dayanand University
04.2001 -

BBA - Business Administration And Management

Guru Jambheshwar University
04.2001 -

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