ROSHAN LOBO

• Handling UK clients of Veremark with Global background screening requirements
• Responsible to identify up sell and cross sell opportunities for revenue expansion
• Understanding client requirements and provide relevant background screening solutions
• Tracking escalations and working with the delivery team for root cause analysis and remediation plan
• Conducting timely reviews with the Client Senior Leadership Team to assess performance, give improvement ideas and take feedback
• Training clients on the screening portal used for submitting candidate cases for background screening, check status on the cases, approve exceptions, approve costs and generate reports
• Setting expectations with the clients in terms of process, SLA and details required from the clients to ensure faster processing of cases
• Highlighting client concerns to the delivery team and delegating client requests to the Client support team
• Highlighting the concerns of operations team to the clients if there are any pain areas for the operations team
• Preparing Quarterly, Bi-annual and Annual business review presentations and conduct the business reviews with the clients
• Checking gaps in the operations process which might impact client experience and initiate change requests to ensure streamlining of processes
• Active participation in operational reviews and providing suggestions to improve efficiency
• Second point of contact for escalation from clients

Achievements:

• Successfully closed a 10,000 GBP deal
• Converted 3 dormant accounts to active accounts
• Managed onboarding of 3 Tier 1 accounts

• Handling APAC clients of Sterling with Global background screening requirements
• Responsible to meet the Yearly revenue and up sell targets
• Responsible to identify areas of opportunities to increase revenue
• Understanding client requirements and provide the relevant screening solutions
• Tracking escalations and working with the fulfillment team for root cause analysis and a remediation plan
• Conducting timely reviews with Senior Leadership Team of clients to review and assess performance, give improvement ideas and take feedback
• Training clients on the screening portal used for submitting candidate cases for background screening, check status on the cases, approve exceptions, approve costs and generate reports
• Setting expectations with the clients in terms of process, SLA and details required from the clients to ensure faster processing of cases
• Highlighting client concerns to the operations team and delegate client requests to the Client Case Managers
• Highlighting the concerns of operations team to the clients if there are any pain areas for the operations team
• Building MI reports and preparing monthly/quarterly business review presentations and conduct the business reviews with the clients
• Checking gaps in the operations process which might impact client experience and initiate change requests for making changes to the process to be more effective
• Active participation in operational reviews and providing suggestions to improve efficiency
• Second point of contact for escalation from clients

Achievements:

• Successful tier 1 client renewals with zero churn rate
• Handled highest book value among the Indian team (1.5 million dollars)
• Successful completion of the transition project for missing information document communication and collection from candidates
• 40% revenue expansion through strategic relationships

• Handled UK based Clients of Security Watchdog with Global background screening requirements
• Highlighting major client escalations or any process related concerns with the accounts to the onshore Operations Director
• Responsible to request, monitor and ensure the successful implementation of changes requested by clients
• Preparing RCA for service failures and ensure that adequate measures are taken to avoid reoccurrences
• Forecasting the expected volume of business and working with operations team to ensure adequate resourcing
• Responsible for timely reviews with Senior Leadership Team of clients to review and assess performance, give improvement ideas and take feedback
• Training clients on the Client portal used to submit candidates for vetting (background checks), check status on the cases, approve exceptions, approve costs and generate reports
• Setting expectations with the clients in terms of process, SLA and details required from the clients to ensure faster processing of cases
• Highlighting client concerns and priority requests to the operations team
• Highlighting concerns of operations team to the clients if there are any pain areas for the operations team
• Building MI reports and Monthly/Quarterly business review presentations with the MI team to be shared with the clients
• Checking gaps in the operations process which impact client experience and initiate change requests for making changes to the process to be more effective
• Active participation in operational reviews and providing suggestions to improve efficiency
• Final point of contact for escalation from clients

Achievements:

• Suggested and implemented the client feedback tracking and action mechanism to check viability of change in process, increase accountability and improve client experience
• Off shoring approvals from 3 clients to move screening business to Capita India
• 2 new business deals from existing relationships
• Handled the client relationship for large screening projects
• Monitored new screening platform implementation and managed the transition of the first batch of clients to the new platform

• Handled Indian clients consisting of Multinational Banks, Mutual Funds, NBFCs, Insurance Companies, Wealth Management and PMS Companies
• Responsible to monitor the implementation of cash management, reconciliation, integration and compliance software solutions and raise any concerns of clients
• Revenue generation through new projects and cross selling of existing software solution sales with existing Clients and Group Subsidiaries
• Contract renewals for existing clients and agreement closures for new clients by coordinating between Client and internal legal team
• Negotiating with clients on commercial closures
• Collection of annual maintenance charges (AMC) from clients and negotiate on the increment of the AMC amounts based on the services provided
• Conducting periodic reviews with senior leadership of clients to get feedback and address concerns
• Responsible to fill process gaps, give business ideas, get references for sales, giving marketing ideas and discuss on ways for customer satisfaction improvement
• Responsible for timely invoicing and collection of payments
• Preparing sales budget and cash flow plan
• Second level of escalation for any Client Concerns

Achievements:

• Played a key role in getting new business from existing client
• Strengthened relationships by introducing management to senior leadership of Clients
• Increased the revenue achieved through existing products

• Managed support and delivery team for Logistics Vertical
• Second level of escalation for any client concerns
• Responsible for SLA adherence and Delivery Management
• Responsible to prepare reports for the Senior Leadership and Board meetings
• Responsible for Resource planning and preparing employee rosters
• Responsible to provide monthly SLA reports to Clients
• Analysis of support tickets on a regular basis to ensure system stability
• One on one feedback sessions with the team
• Mentoring the team members for professional growth
• Conducting Customer Service enhancement sessions

Achievements:

• Played a major role in streamlining operations of Logistics vertical and built it into a self-running unit by bridging process gaps, preparation of rosters, creation of backups and preparing MI reports for better visibility of management
• Strengthened support mechanism by putting relevant controls in place and increasing SLA adherence
• Improved the client experience via prompt responses to customer concerns and regular feedback calls

• Responsible for quality checks on resolution provided
• Responsible for complying with investor guidelines and US federal and state law requirements
• Proposing and implementing new ideas/concepts to increase quality percentile
• Analysing historical data and creating reports
• Training and assisting operations associates
• Tracking progress for analysing servicing production output
• Setting expectations with the operations team to increase efficiency and decrease the denials of resolutions to lower customer impact

Single point of contact for customers concerns

• Relationship Manager with an assigned portfolio of mortgages to effectively manage their assigned servicing portfolio and adhering to SLA and highest quality standards
• Act as a liaison between the customer and various departments through the resolution process
• Discussing financial situation, hardship and identifying best solution for the customers – Acting as a financial advisor
• Provide detailed explanations regarding reasons for modification approval or denial and assist customer to find and access other forms of assistance if applicable, including credit counselling, Hardest Hit Funds program, and property liquidation
• Deliver superior customer care by meeting diverse customer expectations and being knowledgeable about each customer's situation
• Vital goal of providing a resolution on the mortgages
• Collecting financial documentation, information and payments to fulfil the resolution
• Mentored bottom performers from the team and helped them in achieving high quality and performance

Achievements:

• Top performer - 2013 and 2014
• 100% quality for 4th quarter 2014
• 100% quality for 2nd quarter 2015
• 100% quality for 1st and 2nd quarter 2016
• Quality expert award – 2016
• Consistently in Top 20% in the year 2016 and 2017

• Identifying assistance & resolution options for customer mortgages
• Initiating resolution process by discussing financial situation, sending application and discussing documentation required
• Providing status of resolution
• Collection of payments
• Resolving customer complaints
• Directing to the right department as per the concern of customers

Achievements:

• High Customer Satisfaction Scores with minimal DSAT Scores
• Consistent performer in Performance Metrics

• Handling Supervisor Calls for US store credit card inbound collections process
• Motivating agents by running contest to increase collections and phone payments
• Conducting refreshers for agents to ensure they are up to date with the process
• Conducting training sessions and handling the On Job Training for the new associates

Achievements:

• Best Performer for quality – 2008
• Promoted to a Subject Matter Expert in 11 months