DUMMU SWATHI
Chennai
Summary
Results-driven Operations Lead / Business Process Lead with 9+ years of experience managing end-to-end operational delivery across banking and fintech domains. Proven expertise in SLA governance, escalation management, process optimization, quality assurance, capacity planning, and stakeholder communication. Consistent record of achieving 98%+ SLA adherence, zero SLA breaches, and productivity improvements through data-driven decision-making. Experienced in managing high-priority escalations, driving cross-functional collaboration, tracking performance scorecards, and improving customer experience metrics.
Overview
11
11
years of professional experience
Work History
Business Process Lead
Tata Consultancy Services Ltd
Chennai
11.2022 - Current
- Perform complex Loan IQ lifecycle processing including drawdowns, facility setup, rollovers, renewals, amendments, repayments, and fee processing.
- Handle multi-currency loans and negative interest calculations ensuring compliance with credit agreements.
- Manage loan syndication and agency servicing functions within Loan IQ.
- Process advanced payment payoffs, pricing adjustments, and rate rollovers.
- Oversee Letter of Credit servicing and notice processing with documentation validation.
- Act as Loan IQ SME supporting issue resolution, exception handling, and process standardization.
- Resolve complex servicing queries related to facilities, rate resets, and amortization schedules.
- Lead a 35-member operations team ensuring SLA adherence, quality governance, and productivity targets.
- Prepare production trackers, MIS reports, dashboards, and conduct monthly Business Review Meetings.
Senior Process Analyst
Firstsource Solutions Ltd
Bengaluru
09.2021 - 08.2022
- Supported U.S. mortgage loan retention and modification processes.
- Assisted customers with loan rescheduling, repayment options, and foreclosure alternatives.
- Played an active role in process training and mentoring new hires.
Transaction Processing Analyst (Quality Analyst)
Conduent Business Services LLP
Visakhapatnam
04.2019 - 09.2021
- Delivered quality management services for US Bank financial operations.
- Performed QA audits across default resolution and litigation processes.
- Prepared quality reports and checklists improving compliance.
Senior Associate
Concentrix Daksh Services India Pvt Ltd
Visakhapatnam
08.2015 - 12.2018
- Handled customer interactions for loans, credit cards, and online banking operations.
- Managed escalated cases and Axis Bank back-end operations.
Education
Bachelor of Commerce -
Andhra University
Visakhapatnam01.2020
Skills
- Power BI
- MIS & Performance Reporting
- Team leadership
- Loan IQ expertise
- Loan syndication management
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Assamese
Proficient (C2)
C2
Telugu
Proficient (C2)
C2
Timeline
Business Process Lead
Tata Consultancy Services Ltd
11.2022 - Current
Senior Process Analyst
Firstsource Solutions Ltd
09.2021 - 08.2022
Transaction Processing Analyst (Quality Analyst)
Conduent Business Services LLP
04.2019 - 09.2021
Senior Associate
Concentrix Daksh Services India Pvt Ltd
08.2015 - 12.2018
Bachelor of Commerce -
Andhra University