Abilash Kumar
Team Leader
Bangalore
Summary
Accomplished team leader with over four years of progressive leadership experience in financial services and customer operations, recognized for driving team performance and implementing strategic initiatives that yield exceptional results in fast-paced environments. Expertise in team coordination, conflict resolution, and process improvement has led to the successful mentoring of high-performing teams. Proficient in strategic planning, performance monitoring, and cross-functional collaboration to meet organizational objectives. Strong background in mortgage servicing, customer relations, and regulatory compliance, complemented by a keen ability in data analysis and operational excellence.
Overview
2026
2026
years of professional experience
2
2
Certifications
5
5
Languages
Work History
Team Leader
One Savings Bank India
08.2017 - 12.2025
- Responsible for the team management with respect to all performance and employment issues.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Multi-skilled to handle back office mortgage servicing.
- Weekly and monthly coaching sessions and connections with the team.
- People management, career pathing – experience of handling a team of up to 15 staff.
- Taking complete ownership of driving and managing optimum efficiency, a healthy attrition rate, and end-to-end delivery of all SLAs, KPIs, and client expectations.
- Coordinated and supported internal and external ISO audits, ensuring full compliance with organizational standards and regulatory requirements.
- Maintained audit readiness by implementing corrective and preventive actions (CAPA), and ensuring timely closure of audit observations.
- Collaborated with cross-functional teams to strengthen process controls and documentation in alignment with ISO guidelines.
- Ensured all operational activities and SOP updates were ISO-compliant, contributing to successful audit outcomes, with minimal non-conformities.
- The sole mandate holder is to approve the second charge on mortgages.
- Hold daily team meetings (huddles), setting the expectations.
- Quality monitoring and feedback for the team.
- Complaint monitoring and handling escalation.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Overseeing performance, productivity, and all employment-related matters to ensure a high-performing, engaged workforce.
- Conducted weekly and monthly coaching sessions, 1:1 connects, and structured development plans to support employee growth and performance improvement.
- Demonstrated strong people management and career pathing capabilities, fostering talent development, and succession readiness.
- Took full ownership of driving operational excellence by maintaining optimal efficiency levels, managing healthy attrition rates, and consistently achieving all SLAs, KPIs, and client expectations.
- Facilitated daily team huddles and meetings to communicate goals, review performance metrics, and align the team on priorities and expectations.
- Ensured continuous quality monitoring, providing timely feedback to enhance accuracy, compliance, and process adherence.
- Reviewed and audited completed work to ensure consistency, maintain quality standards, and meet regulatory requirements.
- Managed customer complaints, escalations, and complex issues with professionalism and timely resolution.
- Acted as Deputy to the Line Manager, conducting annual appraisals, mid-year reviews, and FTP meetings in alignment with organizational standards.
- Successfully identified, migrated, stabilized, and optimized new processes, challenging existing workflows where necessary to strengthen efficiency and service outcomes.
- Ensured accurate and timely dispatch of Annual Statements for all brands, in accordance with FCA regulations and tax-year requirements.
- Regularly updated Standard Operating Procedures (SOPs) to ensure accuracy and reflect all process changes, communicated updates to the team promptly, and obtained formal acknowledgments.
- Prepared and shared the Minutes of Meeting (MoM) for SOP changes, ensuring transparency and audit readiness across all operational updates.
Customer Relations Officer
One Savings Bank India
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Managed end-to-end customer complaints in line with FCA DISP regulations, ensuring fair, transparent, and timely resolution.
- Conducted detailed investigations, reviewing mortgage accounts, documentation, affordability checks, and communication logs to establish the root cause.
- Provided clear, empathetic, and compliant written responses, ensuring customers fully understood the outcomes and next steps.
- Liaised with internal teams (Underwriting, Servicing, Collections, Legal) to gather evidence and propose appropriate resolutions or redress, where applicable.
- Ensured all complaints were logged, tracked, and closed within FCA's 8-week resolution requirements.
- Prepared cases for escalation to the Financial Ombudsman Service (FOS), ensuring accurate, unbiased summaries, and complete evidence packs.
- Identified recurring issues, and recommended process or policy improvements to reduce repeat complaints, and enhance customer experience.
Completions & Underwriting Telephonic support Officer
One Savings Bank India
- Help and support the OSB-registered financial advisors to understand the application status until the mortgage offer is released.
- Conduct comprehensive affordability and credit risk assessments to determine applicant eligibility in line with lender policies and UK regulatory standards.
- Review and verify income documents, bank statements, credit reports, ID, and fraud checks, ensuring all information is accurate, complete, and compliant.
- Assess property suitability, including valuation reports, survey findings, and security adequacy, before loan approval.
- Ensure all underwriting decisions align with FCA, PRA, and lender-specific guidelines, maintaining high standards of compliance and due diligence.
- Make sound, evidence-based decisions on loan approvals, declines, and conditional offers, documenting all rationale clearly for audit and compliance purposes.
- Identify potential fraud indicators or high-risk applications, escalating cases appropriately to fraud teams or senior underwriters.
- Liaise with brokers, solicitors, valuation partners, and internal teams to gather required information and resolve discrepancies for smooth application processing.
- Maintain updated knowledge of mortgage regulations, lending criteria, affordability models, and market changes to ensure accurate decision-making.
- Deliver high levels of accuracy, turnaround time (TAT), and service quality, contributing to overall lending efficiency and customer satisfaction.
- Utilize underwriting systems and tools to run affordability calculations, risk scoring, and policy checks to support consistent decision-making.
- Help and support the solicitors with the offer issued, and explain the conditions of the offer to get the loans processed and to complete the loan within the given period.
- Supporting the boarding of completed loans to the internal application and generating welcome letters with the accurate details.
- Supporting customers in the status of the loans processed. Also, any escalations raised in the journey of the mortgage application and completions cycle.
- Reviewing the loans processed by the team in line with the regulatory aspects.
- Create and follow up logs for the loans that are escalated to the Completions Head office.
- Completing the processing training and handling the new joiners (OJT).
- Resolving any queries or concerns related to completions for brokers and solicitors B2B.
- Resolving client queries across all loan aspects.
Senior Process Executive - Voice
Cognizant Global Services Private Limited
09.2014 - 06.2016
- Working for CITI Mortgage on Escrow and Non-Escrow Loans.
- Review the loan processes by the team to maintain quality.
- Follow up on the critical loans until the issue is resolved.
- Create and follow up logs for the loans that are escalated to RSC, T/O, and TPD.
- Create a letter template as per the scenario.
- Verifying the legal description from the CMI repository server, and resolving the issue.
- Handling payments for delinquent and current taxes for non-escrow and escrow loans, respectively.
- Training the team with a new scenario.
- Updating the required H/O personnel and tax-related information in the CMI system and Talon.
- Research on the delinquent taxes was performed by making a phone call to the office or using the agency's website.
- Providing resolution for the case opened by H/O related to the refund issue.
- Working with the refunds team until retaining the duplicate payments disbursed by CITI Mortgage.
- Updating the spreadsheet and following up for the approvals from CITI Mortgage in case of bankruptcy, foreclosure, and high-dollar approval.
- Resolving the returned check from T/O and depositing it back to the H.O. account if required.
- Resolving parcel-related issues notified by H/O or the onshore team and providing the resolution.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Client Support Officer
Mphasis PVT LTD
07.2013 - 08.2014
- Worked as a Client Support Officer at TD. Resolving client queries and cross-selling.
- Responsible for achieving the individual target and team target.
- Helping customers with day-to-day banking activities.
- Coaching the frontend officers in the efficient pitching of the product.
- Maintaining a consistent conversion ratio, and no escalations or misselling.
- Participated in company-wide initiatives aimed at improving customer service standards across all departments.
- Managed a high volume of inbound calls, ensuring timely resolution of customer inquiries.
- Identified opportunities for up-selling additional services or products during client interactions, increasing overall revenue potential.
- Improved client satisfaction by promptly addressing concerns and providing effective solutions.
Education
BBM - Bachelor In Business Management
SJES Institute Of Management Studies
Bengaluru, India 04.2001 -
Skills
Team supervision
Teamwork and collaboration
Work planning
Team motivation
Problem-solving
Mentoring
Documentation and reporting
Quality improvement
Team building
Client service
People management
Leading team meetings
Performance improvement
Overtime management
Coaching and mentoring
Key performance indicators
SMART goals
SOP adherence
Conflict resolution
Accomplishments
- Based on the Received R&R for creating a difference in Better customer management skills within the Completions process
- Appreciations received from team quality for having the best calls and making customer journey easy and different. Also calls were used by People and development teams for training new batches.
Certification
Vulnerable Specialist.
Interests
Travelling (Long Rides In Car)
ADDITIONAL INFORMATION
Permanent Address: # 01, Church Road KVN layout behind ITI compound K R Puram. Bangalore 560036.
Driving
- Passionate about long-distance driving and exploring new routes.
- Maintain strong focus and safety awareness behind the wheel.
- Skilled in handling various road conditions and vehicle types.
- Enjoy continuous learning about automotive performance and road safety.
Timeline
Team Leader
One Savings Bank India
08.2017 - 12.2025
Senior Process Executive - Voice
Cognizant Global Services Private Limited
09.2014 - 06.2016
Client Support Officer
Mphasis PVT LTD
07.2013 - 08.2014
BBM - Bachelor In Business Management
SJES Institute Of Management Studies
04.2001 -
Customer Relations Officer
One Savings Bank India
Completions & Underwriting Telephonic support Officer
One Savings Bank India