Vivek
Bangalore
Summary
Dynamic Team Leader with a proven track record at Moder Solutions India Pvt Ltd, excelling in team management and quality assurance. Skilled in analytical problem solving and proficient in Excel, I drive continuous quality enhancement, achieving significant productivity improvements while fostering a collaborative work environment.
Overview
16
16
years of professional experience
Work History
Team Leader
Moder Solutions India Pvt Ltd
Bengaluru
08.2021 - Current
- Effectively managing a group of 20 FTEs who are involved in the calling process.
- Maintain and manage the daily inflow, and ensure that the desired target set for the day is achieved.
- Maintained a positive work environment that promoted collaboration between team members.
- Enhancing the productivity of the team by fetching the required documents from Freedom Mortgage.
- Effective maintenance of MIS reports for active servicing, and driving the key reports towards closure.
- Ensuring to provide timely feedback and coaching to the team members to improve their productivity and quality of the work.
- Ascertaining the capacity required to perform the daily tasks with available resources.
- Led team in daily operations and ensured workflow efficiency.
- Established clear expectations for employees, providing guidance when needed.
Lead - Quality Analyst
First Source Solutions Limited
03.2021 - 07.2021
- Manage a team of 15 underwriting associates
- Completed full fledged training in 4 C's (Credit, Cash, Collateral, Capacity
Assistant Team Lead
Fidelity National Financial India
10.2020 - 03.2021
- Calibrate with the internal stakeholders to bridge the process/knowledge gap amongst the team members and identify the causes of errors by initiating corrective and preventive measures
- Handled group of 18 mortgage reviewers
- Reviewing the monthly Scorecard and publishing the discrepancies. Ensuring that the data matches in the so
- Preparing the daily quality performance report and publishing the same to internal stakeholders
- Monitor team’s performance and provide trend analysis on problem areas
- Ascertain individual performance and provide the rating through PMCR with the help of specified KRA's
- Active participation in leadership calls to discuss the progress of the teams and organizational goals
- Prepared Pareto analysis to ascertain the maximum error contributor and applied Hammering Technique in error contribution and gradually decreased the number of errors in the Escrow Management Team
- Applying quality tools and techniques to improve the performance of the team
- Determining the Root Cause (RCA) of the error and provide the relevant action plan
- Worked on Quality tools such as Pareto, Histogram, Fishbone Diagram
Quality Analyst - Australian Mortgages(Westpac)
Concentrix Daksh Services India Ltd
01.2015 - 10.2020
- Examining whether the associates have used the appropriate title search pertaining to the property in the release of the loans.
- Managing client SLA and acting as a team leader in managing the team in order to achieve the client's desired outcomes.
- Conduct team huddles on a daily basis, and discuss the previous day’s performance, as well as any new scenarios.
- Handled multiple LOBs simultaneously.
- Prepare TNI (Training Needs Identification) and TNA (Training Needs Analysis).
- Prepare Quartile Management to decide the number of audits per agent, accordingly.
- Monitoring calls, files, and transactions as per the defined target.
- To collaborate with service delivery and other stakeholders for driving quality initiatives.
- Maintaining quality monitoring data and preparing reports for weekly and monthly reviews.
- Prepare the QA monitoring target vs. achieved report. Keeping track of reasons for shortfalls, if any.
- Keeping track of new trainings (updates/refreshers) to be conducted on the work floor.
- Provide coaching, feedback, and refresher training.
- Monitor the team’s performance, and provide trend analysis on problem areas.
- Worked on quality tools such as Pareto, histogram, and fishbone diagram.
- Driving performance on the production floor to meet quality SLAs.
- Quality Threshold, Supplier Incident Log, internal, and client-reported errors.
- Perform detailed RCAs for the process/agent-level failures, and provide corrective actions to prevent the recurrence of the failures.
- Identify improvement opportunities for the account, and drive them to closure using the Six Sigma/Lean method.
- Creating Process Maps and FMEAs.
- Successfully handled two transitions and deployed the knowledge to the team members.
- Was a key contributor in the Automation Project (STAX) driven by the onshore counterpart.
- Training the new team members and tracking their performance. Call out if there are any challenges.
Customer Service Representative
Concentrix Daksh Services India Ltd
01.2010 - 12.2014
- Handled complex queues, provided floor support, handled adhoc work, allocator and prepare the volume report for the team
- Supported WFM team in driving the daily productivity report to be updated by all the LOB's
- Auditing the files of the team members
- US Retail Banking process wherein I was supposed to create the profiles
- And services (see below) of customers in the banking applications. Create and activate the following such as
- Banking services, Bill Pay, EDS, Certificate of Deposit accounts, Sweep Accounts
Education
Bachelor of Commerce -
Bangalore University
01.2009
Skills
- Excel and Word proficiency
- Analytical problem solving
- Team management
- Knowledge of quality methodologies
- Assurance of quality standards
- Effective decision making
- Continuous quality enhancement
Projects
Operational Cost Reduction, As the original title searches (TS) were ordered online, the daily cost incurred by the bank was close to 300$, Collected the data of 30 days and submitted to client for review. Upon review the process was amended to mandatorily use the existing TS if its within 30 days and as a result time consumed on ordering the document was reduced
Awards
Top Achiever in 2019, Awarded for active involvement in Automation, Top Performer Award for 2017 in T&TQ team, Super Talented Achievers Reward(STAR) for 2014, Going Extra Mile(GEM) in 2013, Super Talented Achievers Reward(STAR) for 2011
Dollar Savings
- Mandatory Audits
- Due to the complexity in one of the work type wherein the property release is requested by the customer to check if any active loans associated to it, certain team members were finding it difficult to research if the hidden loans tied to it.
- Spoke to the clients and got it approved to add all such loans to be a part of mandatory audits
- Thus by auditing such loans I could save close to $800000 for a particular month which could have been the potential loss to the business
Timeline
Team Leader
Moder Solutions India Pvt Ltd
08.2021 - Current
Lead - Quality Analyst
First Source Solutions Limited
03.2021 - 07.2021
Assistant Team Lead
Fidelity National Financial India
10.2020 - 03.2021
Quality Analyst - Australian Mortgages(Westpac)
Concentrix Daksh Services India Ltd
01.2015 - 10.2020
Customer Service Representative
Concentrix Daksh Services India Ltd
01.2010 - 12.2014
Bachelor of Commerce -
Bangalore University
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