Viklap Yadav
Rewari
Summary
Dynamic operations leader with extensive experience at WNS Global Services, excelling in queue management and process compliance for US Mortgage pre-underwriting processes. Proven track record in enhancing team performance through effective supervision and targeted training. Skilled in client coordination and performance reporting, driving significant improvements in service delivery and operational efficiency.
Overview
2
2
Languages
5
5
years of post-secondary education
14
14
years of professional experience
Work History
Assistant Manager of Operations
WNS Global Services Private Limited
Mumbai
02.2021 - Current
- Managed daily operations for WNS Global Services client support workflows.
- Monitored work queues and escalated service issues to leadership for timely resolution.
- Trained staff on operational procedures and quality standards to enhance team capability.
- Coordinated team schedules, task assignments, and service delivery handoffs.
- Communicated with clients and internal teams to resolve requests.
- Prepared reports for management using operational data and status updates.
- Reviewed employee performance regularly and provided feedback to support professional growth.
- Reviewed process compliance with company policies and client requirements.
Team Coach
CNS Comnet Solution Private Limited
Gurgaon
06.2012 - 11.2020
- Monitoring, identifying and resolving performance/behavior/attendance issues of team members.
- Provide feedback to the team members to improve quality and productivity.
- Ensuring training needs of subordinates are met.
- Ensure completion of work within TAT by all Team Members.
- Dealing with clients on day-to-day basis for process updates, work review, work status and completion etc.
- Provide assistance and support to sub-teams with their queries/process needs.
- Performing RCA and taking corrective & preventive actions.
- Managed multiple email accounts to ensure timely responses to inquiries.
Education
Master of Computer Applications - Computer Applications Development
Christ University
Bangalore 08.2008 - 03.2011
Bachelor of Computer Application - Computer Application
University College
Rohtak , HR 07.2005 - 03.2008
Skills
- US Mortgage pre-underwriting and servicing
- Regulatory compliance
- Operational reporting
- Queue management
- Root cause identification
- Process improvement
- Workforce scheduling
- Team supervision
- Client coordination
Languages
Hindi
First Language
English
Proficient (C2)
C2
Timeline
Assistant Manager of Operations
WNS Global Services Private Limited
02.2021 - Current
Team Coach
CNS Comnet Solution Private Limited
06.2012 - 11.2020
Master of Computer Applications - Computer Applications Development
Christ University
08.2008 - 03.2011
Bachelor of Computer Application - Computer Application
University College
07.2005 - 03.2008