Uma Nandan Singh

Career growth:

o Sr. Manager Quality July 2021 – Till Date

o Manager Quality: January 2017 – June, 2021

o Deputy Manager-Operations: January, 2015 – December, 2016

o Assistant Manager-Quality: July, 2013 – December, 2014

o Quality Specialist (Team Leader): March, 2011 – June, 2013

o Associate / Sr. Associate: September, 2008 – February, 2011

Responsibilities Handled:

• End to end ownership of gathering Product requirements from different clients (lenders) to Product updating and implementation.
• Defining project scope, gols and deliverables.
• Product backlog refinement, grooming.
• Heading automation team which works on automating the underwriting process based on AI.
• Worked on OCR (Optical Character recognition) product enhancement to improve accuracy of data extracted from multiple mortgage documents using AI.
• Established and Managed the underwriting automation team which worked in automating multiple facets of underwriting (ex: Income calculations from OCR extracted data, Auto generation of conditions based on OCR extracted data etc;)
• Initiator of the Underwriting automation team.
• Transform customer business processes through reengineering and optimization.
• Heading the Quality function of Mortgage business spread across multiple locations. Quality team comprising of Assistant Mangers, Quality Specialists and Underwriting Quality Analysts in Gurgaon and Thane locations.
• Ensuring optimal service delivery through operational rigor, continuous improvement and Voice of Customer.
• Drive quality related activities, Calibrations with clients & internal team, FMEA, Risk & Compliance practices.
• Identifying and sharing best practices across customer engagement to drive efficiency.
• Optimizing cost of operation through up-skilling and cross-skilling of resources.
• Act as a process champion to resolve complex process scenarios.
• Develop and sustain excellent relationship with client and internal teams (Onshore and Offshore).
• Analyze error trend, Identify and document training need for underwriters and share with training team for required intervention.
• Ensure adherence to audit sample target, timely and accurate feedback sharing with team members and formulate relevant action plan.
• Facilitate and act an interface between onshore and offshore team for seamless operation delivery.
• Enhance the current Quality Monitoring evaluation methodology, including reevaluating feedback severity, calibration and feedback/rebuttal process.
• Co-developed robust governance mechanism to review operational metrics, identify improvement opportunities and formulate corrective action plan and implementation
• In 2015 - 2016, led the establishment of new business process unit at Thane for US mortgage quality. Handled everything from recruiting, training, transitioning the operations from US to India and most importantly improved the quality at reduced costs.
• Supervised the creation of SOPs as part of supplying training material for Quality improvement initiative.

• Checking mortgage insurance documents for US based mortgage lenders
• Participating in quality check program to improve the quality process.

• Processing the mortgage loans
• Coordinating with Project Supervisor regarding daily status, workflow
• Solving queries of team engaged in information extraction.