STEVE JOANES
Operations Manager
Mumbai
Summary
Strategic leader navigating a VUCA world with 18 Years of extensive experience in Marketing Operations, Digital Marketing & US Mortgage. Proven skills in enhancing productivity, quality, automation, efficiency and stakeholder management with forward thinking leadership capabilities. 15 Years of US Mortgage experience into servicing and lending.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
Work History
Operations Manager
Genpact (Reachlocal Services Now Genpact)
Mumbai
06.2022 - Current
- Led cross-functional teams across Business Analytics, Quality Assurance, and Website Operations, driving performance and collaboration across 50+ resources.
- Designed and executed data-driven strategies to optimize campaign performance and operational efficiency across departments.
- Developed and implemented a robust QA plan covering 25-member team with 7 specialized sub-units, achieving high accuracy through structured audits and process improvements.
- Drove insights through analytics that enabled leadership to make data-backed decisions on product, marketing, and customer engagement strategies.
- Improved shift-based seating and resource allocation, enabling seamless transition to a hybrid work model and optimizing space utilization.
- Promoted career progression, fostering development and increasing team accountability and cohesion.
- Introduced KPI-driven performance monitoring across verticals, resulting in measurable improvements in quality, speed, and customer satisfaction.
Associate Manager, US Mortgage - Underwriting
Sutherland Global Services
Mumbai
02.2021 - 05.2022
- Leading daily operations of the Quality Loan Reviewers team comprising of team leaders, SMEs and 24 team members
- Establishing and strengthening stakeholder relationships
- Overseeing process SLAs regarding customer documentation, income calculation and other relevant aspects of the loans
- Supervising internal quality review processes
- Supporting performance management and employee engagement activities
Team Leader, US Mortgage - Document Indexing
Ocwen Financial Solutions
Mumbai
06.2014 - 02.2021
- Spearheading daily operations of the Imaging-Attribution team to meet business defined SLAs
- Work force Management tasked with scheduling, forecasting and daily assignment(Automation and Manual indexing)
- Providing domain expertise to support a key strategic project on the implementation of a Robotics Process Automation platform coupled with Optical Character Recognition technology
- Managed flow of documentation and report generation
- Successful and efficient completion of ancillary projects
- Effective stakeholder and vendor coordination
Team Leader, US Mortgage - Foreclosure
Tata Consultancy Services Ltd
Mumbai
05.2007 - 06.2014
- Managed a team of 21 Foreclosure Analysts
- Prepared & maintained control reports for the process
- Ensured minimal quality standards of 98% were achieved
- Worked closely with attorneys and law firms to ensure milestones were met
- Worked on large scale critical financial projects
- Mentored employees to foster proper completion of assigned duties
Education
Bachelors - Commerce
University of Mumbai
Mumbai, MH 06.2003 - 03.2007
Skills
Operations Management
Stakeholder Management
Risk Management
People Management
Data Accuracy
Problem-solving
Accomplishments
- Process integration - implemented an MIS system towards a smooth transition
- Awarded by the CEO for playing an important role towards Ocwen-PHH integration
- Appreciated by the Senior Leadership team for the successful outcomes of the learning and development of the process
- Spearheaded the establishment of new operational systems implemented globally by Ocwen in alliance with business counterparts
- Awarded as the best team manager for outstanding performance in 2015
- Promoted to a Team Leader
- Promoted to a senior associate within 14 months
- Received 11 monthly and quarterly awards as the best performer
At Sutherland Global Services
At Ocwen Financial Solutions
At TCS
Timeline
Operations Manager
Genpact (Reachlocal Services Now Genpact)
06.2022 - Current
Associate Manager, US Mortgage - Underwriting
Sutherland Global Services
02.2021 - 05.2022
Team Leader, US Mortgage - Document Indexing
Ocwen Financial Solutions
06.2014 - 02.2021
Team Leader, US Mortgage - Foreclosure
Tata Consultancy Services Ltd
05.2007 - 06.2014
Bachelors - Commerce
University of Mumbai
06.2003 - 03.2007
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