Service Delivery Manager
Cognizant Technology Solutions
Total years of experience :12 years, 5 Months
Managing a team of 120 Associates across locations including 8 leadership members reporting into me while managing the end to end loan life cycle (9 Processes) for correspondent loans
• Managing the staffing requirements to ensure business readiness for future projected volumes and day to day operations
• Ensuring all SLA’s are met (Turnaround time, Capacity etc)
• Preparing the monthly operations dashboard for top management review
• Presenting weekly account summary to the business stake holders
• Working closely with the Transitions team to assist in knowledge transfer, plan and implement transition timelines
• Working with the Process Excellence team to have all the processes in my span Audit ready (internal and external)
• Recently complete the FMEA for all processes
• POC for all training academy and Business Continuity plan related activities for the account
• Timely communication to the General Manager to maintain a no surprise culture
Developed real-time reporting on the movement of all applications and ensuring reporting is completed as required while streamlining the process from originating a file to submission to processing and Closing
•Conducting regular town halls to ensure all new guidelines and updates are understood and implemented by the team
•Worked towards cost control to reduce wastages (Transport, No Paper policy)
•Worked towards adding multiple brokers with the business to reduce the risk of depending on a single sales channel
•Leads Procurement from multiple vendors and ensuring leads are followed up on thoroughly
•Built multiple realtor relations to help reduce the leads cost by adding more referral business
•Ensuring that program activities operate within the policies and procedures of the organization
•Continually monitor ad bridge knowledge Gaps in real time
•Real time support in processing and pre- underwriting files
Business Units: Training and Operations (Origination, Processing, Pre Underwriting)
As a Training Manager
•Catering to 7 Mortgage account with multiple lines of businesses across Thane, Cochin and Chennai as a Training Manger responsible to conduct training needs analysis, design, development, implementation and measure the effectiveness of the learning and development modules.
•Spearheaded development and implementation of various E-Learning courses and made the evaluation process efficient by taking it online.
•Expertise in systems, process and Domain specific training and coaching programs.
•Taking ownership of executing new and varied training requests while keeping a strict vigil on the timelines.
•Develop relationships with internal key stakeholders (7businesses) to ensure training alignment with current business needs.
•Excelled in a Captive and a Client-centric environment.
•Active participation in the recruitment process and efficient enabler to ensure smooth transition from the staging to the go live phase.
•Active participation in developing training calendars for multiple stakeholders with a view of the changing dynamics of the businesses.
•Choosing delivery methods like Instructor led training's, E-Learning and Remote training's on adobe connect depending upon the opportunities available.
•Responsible for remote knowledge transfer to offshore for underwriting, origination and fulfillment services
•Responsible to monitor, review, plan, control and document account training activities and improve effectiveness. Leading training development and delivery activities of the account and interacting with client contacts for all the training related activities
•Implemented and monitoring the complete Mortgage Training Report Suite (a set of 8 global reports) which includes Trainer Utilization, Trainer availability, Throughput and attrition, Consultant details, Attendance & demographics, Daily Training Journal, Assessment reports, Floor performance report (0 - 30 days and rest of the floor) and Trainer performance and observation tracking
•Developed 4 e-Learning solutions that included 120 lessons and 600 Learning objectives
•Conducting Training Need Analysis keeping the ADDIE framework for all accounts on monthly and quarterly basis
•Responsible for preparing and choosing the Training Material to be used as part of Loan Officer Training (Loan Officer Training Manual, Loan Officer Reference Guide, Calyx Point Software, FNMA / FHLMC guidelines, Pricing Software, Quality Loan Processing Dept. Lender Guidelines and Updates etc).
•Successfully trained more than 200 Revenue Generating Loan Officers/ Processors (Mumbai & Chennai) and more than 30 US licensed Loan Officers (Branch Partners/ Retail Brokers).
Prior to joining the training and compliance team I use to be in the operations side of business. My overall experience in Sales is for 5+ years with the below mentioned responsibilities
•Conducting skip level and one on one sessions with the team
•Monitoring performance through defined metrics
•Ensuring smooth running of the day to day business (staffing, workload distribution etc)
•Work with the team to work on opportunities for continuous improvement
•Look at individual applications (Credit, Income, Assets, DU findings etc.) before submitting the files to the lender to ensure high one touch success ratio.
•Keeping a real time update on the files in processing, liaison with Title companies, Appraisal Management Company’s etc. to enable the file reaches a hassle free closing.
•Participating in review meetings with the clients
•Partnering with the training team to plug any identified gaps in knowledge and skills
•Interviewing candidates to determine if they are a good fit within the expected work profile
Accomplishments:
I was recognized for my contributions by one of the businesses I support for "Outstanding support to business". This award was in recognition of reduction in fall outs from training to the production floor and trainees being more equipped to handle their duties with minimal supervision.
Completed my Graduation in Commerce in 2002.
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