Sakshi Thakur
Sr Operations Manager
New Delhi
Summary
- Business Operation Manager with 4+ years of experience in Fin Tech Prop tech operations.
- Experienced in leading process improvement, growth expansion, performance strategy and revenue management.
- Adept in service delivery, project management and strong knowledge of startup’s dynamics.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Senior Manager, Closing Operations
Better.com
Gurugram
08.2021 - Current
- Better is $8 Billion, fintech turning the home buying process into a seamless online experience
- Managing a team of 8 Managers , 8 TLs and 120 FTEs
- Planned team Reorganization to establish a new Closer role in current organization. Handling end to end Closing process of US mortgage based on SPOC model (Single Point of Contact)
- Successfully trained 150+ Closers in new role and revamped the entire process to continue efficient and seamless production
- Designed Roadblock tracker with engineering team to track third party delays which improved the efficiency and TAT for the process
- Developed new production assessment criteria for the new role which has improved efficiency of process from 2.5 to 1 days
- Coaching and Training of Managers
- Identified cost improvement changes and cost savings plans to increase company savings.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Implemented and developed operational standards, policies and procedures.
- Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement.
Manager, Closing Operations
Better.com
Gurugram
03.2021 - 08.2021
- Revamped the Closing Disclosure process and managed a team of 12 TLs, and 100+ FTEs
- Managed new project launch and Worked with the products & engineering team for the "Closing Disclosure Automation" Project which resulted in moving the process operations from the third-party software to Better's in house portal
- Helped in identifying the bottlenecks of the overall process and suggested the usage of Jira boards to improve the accountability of the other teams
- This reduced the response time for any pending query by an average time of 15 minutes.
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Advanced productivity KPIs to achieve key business goals and objectives.
- Spearheaded department training to enhance employee performance and boost employee productivity.
- Identified procedure or process changes required to improve performance and productivity.
- Introduced new methods, practices and systems to reduce turnaround time.
Team Lead
Better.com
Gurugram
10.2019 - 02.2021
- Spearheaded a team of 52 FTEs as Senior Team Lead and a team of 8 FTEs as a Team lead.
- Handled first and second level of escalations from both internal and external sources
- Derived improvement in overall CD preparation time and led the process for the launch of 2 partnering clients
- Led the operations and helped the business in 474.56%
- YoY increase in funded units from.
- Reported on updates to project specifications and progress.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Coached team members in techniques necessary to complete job tasks.
- Continuously checked products for quality assurance according to strict guidelines.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Participated in cross-functional team-building activities.
Analyst
Better.com
Gurugram
01.2019 - 10.2019
- Completed training of 45 days in a week and got live in production
- Analyzed loan information and producing Closing Disclosure ahead of the scheduled
- Closing Date
- Delivered tasks within SLA and good quality
- Successfully served as a Subject Matter Expert and Process Trainer training 15 FTEs within a span of 6 months
- Discovered root causes of problems and identified appropriate solutions.
- Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals.
Deputy Manager
ICICI Bank Ltd
New Delhi
01.2018 - 01.2019
- Worked in Banking Operations handling Demat Desk, Senior Citizen Desk , corporate salary and all day to day transactions
- Ensured customer satisfaction to best possible extent along with 100% compliance adherence
- Achieved a benchmark of 0 rejection rate for the service requests raised in bank ensuring 100% quality adherence
Education
PG Diploma - Banking and Finance
Manipal University
Bengaluru, Karnataka 04.2017 - 04.2018
B.Tech - Computer Science And Engineering, Computer Science
MSIT, GGSIPU
New DElhi, India 05.2010 - 05.2014
Skills
Process Improvement & Optimization
Risk ManagementDue DiligenceCustomer ServiceSecondary ResearchUS MortgageClosing OperationsMIS and ReportingReporting oversight
Strategic planning
Cross-functional collaboration
Documentation and reporting
Business planning
Financial Management
Staff Management
Data visualization tools: Looker & Tableau
Vendor Management
Timeline
Senior Manager, Closing Operations
Better.com
08.2021 - Current
Manager, Closing Operations
Better.com
03.2021 - 08.2021
Team Lead
Better.com
10.2019 - 02.2021
Analyst
Better.com
01.2019 - 10.2019
Deputy Manager
ICICI Bank Ltd
01.2018 - 01.2019
PG Diploma - Banking and Finance
Manipal University
04.2017 - 04.2018
B.Tech - Computer Science And Engineering, Computer Science
MSIT, GGSIPU
05.2010 - 05.2014