Summary
Overview
Work History
Education
Skills
Certification
Software
Hobbies
Accomplishments
Languages
Work Availability
Timeline
AccountManager
Zamiruddin Sayed

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

Certification

Certified Associate in Project Management, Simpli learn

Software

Zendesk

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

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Zamiruddin SayedTeam Lead, Operations