Zendesk
Zamiruddin Sayed
Team Lead, Operations
Summary
Dedicated Operations Team Lead with a track record of enhancing team productivity and efficiency. Excelled in client management and operations management. Clear and disciplined with skill in inspiring employees to meet and exceed performance targets. Demonstrated expertise in mortgage operations, customer service, trust and safety operations and team leadership. Proactive and hardworking individual focused on continuous operational and process improvement. I consistently met deadlines while ensuring operational excellence.
Overview
7
7
years of professional experience
1
1
Certification
3
3
Languages
3
3
years of post-secondary education
Work History
Trust and Safety Operations Team Leader
Accenture
11.2021 - 03.2024
- Led a team of 20 FTEs to successfully deliver projects of Snapchat Inc.
- Resolving the customer's queries through email and message support regarding their Social Media Account credentials, Login issues, Information conflict, Two Factor Authentication & Account Deletion requests.
- Investigating the suspicious activities & Hacked activities on customers social media account.
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Improved team efficiency and productivity through regular coaching and feedback sessions.
- Delegation of work to the team members, SLA Management, TAT Management, Team Motivation, Performance Improvement, Coaching, FMEA, Process Calibration, Attrition, Shrinkage Management and ensuring all the other KPIs and KRAs are met on the daily basis.
- Managed high workload with consistent record of achieving deadlines and production targets.
- Preparing the Daily Capacity Planner, Business Insight Reports and sharing with all the internal and external stakeholders.
Mortgage Loan Operations Team Leader
ICICI Bank Ltd
03.2021 - 11.2021
- Mortgage loan processing and documents verification for customers.
- Led a team of loan processors to achieve high performance levels while maintaining strict adherence to regulatory requirements.
- Responsible for performing KYC checks for customers, Loan to value, Income verification for both employed and self employed.
- Supervised loan personnel and motivated to maintain customer service and performance standards.
- Optimized inter-departmental collaboration by establishing clear channels of communication between sales team and underwriting staff.
- Collaborated with underwriters to ensure accurate evaluation and risk assessment for each loan application, contributing to lower default rate.
- Increased accuracy in data entry tasks, implementing quality control measures that reduced errors in loan applications.
Mortgage Loan Operations Team Leader
Firstsource Solutions Ltd
01.2017 - 02.2021
- Led a team of total 37 FTEs, ensuring consistent adherence to best practices and providing ongoing support as needed.
- Mortgage loan processing and documents verification in Lloyds Banking Group for UK based customers.
- Responsible to verify the income documents, Loan to Value, Customers Identity Verification, KYC, Underwriting Checks, Verifying property valuation report and issuing the mortgage loan offer to the customers after completing all the necessary checks.
- Contributed to the success of the mortgage team by providing essential support in the areas of loan documentation review, income verification, and client communication.
- Managed a high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans and existing loans.
- Assisted underwriters in approving loans by verifying financial information and ensuring accurate documentation.
- Responsible for preparing the daily capacity planner, work volume reports, business insight reports and sharing it with all the internal & external stakeholders.
- Enhanced team productivity through regular performance evaluations and targeted coaching sessions.
- Conducted regular team training and refresher sessions to ensure consistent implementation of best practices across the team.
Education
MBA - Logistics And Supply Chain Management
D Y Patil University
Pune, India 01.2025 - Current
Bachelor of Commerce - Commerce
University of Mumbai
Mumbai, India 04.2013 - 04.2016
Skills
Teamwork and Collaboration
Content Moderation
Trust and Safety
Mortgage Loan and KYC
Problem-Solving and Decision-Making
Root Cause Analysis
Handling Escalations
Client Management
Operations Management
Time Management
SLA and TAT Management
Operational excellence
Stakeholder Management
Customer Support
Certification
Certified Associate in Project Management, Simpli learn
Software
Salesforce
Jira
Tableau
Microsoft Office
Google Suite
Looker
Power BI
Hobbies
- Travelling
- Movies
Accomplishments
- Inspirational Colleague of the year 2019
- Retention Rockstar Team Lead 2022 and 2023
Languages
English
Hindi
Marathi
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
MBA - Logistics And Supply Chain Management
D Y Patil University
01.2025 - Current
Certified Associate in Project Management, Simpli learn
03-2024
Trust and Safety Operations Team Leader
Accenture
11.2021 - 03.2024
Mortgage Loan Operations Team Leader
ICICI Bank Ltd
03.2021 - 11.2021
Mortgage Loan Operations Team Leader
Firstsource Solutions Ltd
01.2017 - 02.2021
Bachelor of Commerce - Commerce
University of Mumbai
04.2013 - 04.2016