Business Process Associate Manager
Accenture Services Ltd
Total years of experience :22 years, 2 Months
Setting Residential Mortgage Origination & Loan Servicing LOB in Mumbai with 80 FTE’s. Currently acting as PMO Lead, post Go-Live will be Service Delivery Lead for Mumbai.
Instrumental in Identifying and implementing RPA and Cognitive Computing into Lease Administration Business.
Designing and driving process improvement initiatives for Quality and Accuracy.
1st Jan, 2016 - 31st Aug, 2016
Worked with Business Excellence and Analytics team as SME for Identifying and Implementing Cognitive Computing and Automation on E2E Mortgage Processes (Residential Origination, Loan Fulfillment and Servicing).
12th Jan, 2015 - 31st Dec, 2016
Worked for one of the prestigious client of Accenture, which is in top fortune 100, as a Global Process Lead - Credit Management
Job Responsibilities:
• Drafting and Re-Designing Global Credit and Receivable Policy.
• Redesign Credit Management Framework and drafting processes at Level 4 and Level 5, across the regions.
• Streamlining of credit management process across 5 regions
• Implementing strategy to automate order release and workflow
• Development /review /approval of process documentation and training for process deployment. Coordinate version release with share point process librarian.
• Responsible for gathering and assessing process policy, process flow, risk and control requirements
• Leads formal process meetings with Process Owners to review new concepts, enhancements and proposed solutions.
• Drive dialog around tool strategies relative to process design and interdependencies; ensure proposed process and tools enhancements integrate with other processes and tools as required.
• Identify key metrics to measure value.
• Prioritize/approve changes to processes/systems through change management process.
• Implementing process/system improvements and best practice opportunities across Global Financial Shared Services
Job Responsibilities: (Team Size Handling - 22 - 25 Financial Hardship Consultants & Processors)
Management - Sales
Coordinates sales forecasting, planning, and budgeting processes used within the organization. Proactively monitors and strives to maintain high levels of quality, accuracy, and process consistency in the organization’s planning efforts. As needed, coordinates planning activities with other functions
Proactively identifies opportunities for sales process improvement. Works closely with sales management to inspect sales process quality and prioritize opportunities for improvement. Assists sales management in understanding process bottlenecks and inconsistencies.
Responsible for the overall quality of pipeline of new files (Debt Settlement, Credit Repair, Loan Modification, Loss Mitigation, Purchase Loan, Refinance)
Management - Operations & Financial
Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.
Invoicing to affiliates/ vendors, including calculation of completed units of service.
Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions.
Payroll management, including tabulation of accrued employee benefits.
Develop and manage annual budget and Setting strategic direction for Production Operations.
Oversee monthly and quarterly assessments and forecasts of organization's financial performance against budget, financial and operational goals. Oversee short and long-term financial and managerial reporting.
Reconciling monthly activity, generating year-end reports, and fulfilling tax related requirements.
Contribute to short and long-term organizational planning and strategy as a member of the management team
Comprehensive understanding of loan modification processes, Mortgage Origination process, Debt Settlement, Debt Management with in-depth project management approach to multiple transactions.
Responsible for Overall Operations of two units (Lead Generation in Gurgaon and Mortgage Origination in Connaught Place)
Dealing into Residential Mortgages, Commercial Mortgages, Purchase and Refinance both.
Mentoring and retaining the unit members.
Managing team consisting Loan Officers and Assistant Loan Officers and Lead Agents.
Sales Management - Monitoring the unit’s traction on the assigned revenues. Regular two-way feedback in sales meetings with the team and the management.
Review and approve all loan applications, supporting docs, and loan structuring prier to submission to underwriting.
Responsible for insuring that all federal, state and company guidelines are followed by Lead Generation Team and Origination Team.
Responsible for hiring and training new loan officers
Assisting team in structuring deals which includes finding and qualifying clients in conventional, non-conventional, jumbo and hard money program. Preparing and refining sales strategies, monitoring and reviewing performance, optimizing input-output ratios for the team and delivering the sales plan.
Ensure that subordinates are provided with appropriate tools to successfully execute their responsibilities, develop the skills of the team to achieve the highest level of desired output, deliver cost effective, timely valued and high quality process that are consistent with the company vision, direction, policy, and business strategies.
Submission of files after reviewing underwriting guidelines as per the program.
Finding new lenders in the market, working closely with AE’s regarding lending guidelines and product updates
Gathering personal information about clients to ensure that an informed decision is made regarding the credit worthiness of the borrower and the probability of repayment. Facilitating clients and assisting them in applying for loans.
Provide guidance to prospective loan applicants who have problems qualifying for traditional loans. Finding the most appropriate type of loan for a particular customer, and explaining specific requirements and restrictions associated with the loan.
Handled a team of Loan Officers- including all matters related to their Training, Development needs and all Human Resources Concerns.
Motivating the team and maintaining high moral to ensure consistent achievement by understanding the need, Prospect’s Need, as early as possible.
Supervision and Managing the team to achieve Business Objectives.
Identifying training needs based on performance and train Loan Officers to fill in skill set gaps.
Analyze the performance of Loan Officers on an Weekly basis and provide necessary feed back to them.
Compilation of reports for team’s performance MIS (Daily/Weekly/Monthly/Quarterly)
Specialized in Option ARM and Manufactured Homes (LOANS)
Worked in Outbound process, used to call the existing customers and sell the new services or products. Have had the opportunity to work on some of the best and the biggest projects the Co. has.
Holding daily briefings with my ASM about the individual performance of agents.
Was instrumental in managing a team of 10 people on a B2C campaign, with the help of my Manager.
Dealt with the clientele of US, UK as a Tele-Caller, Used to sell products and services over the phone by understanding their queries, concerns about the products and solve them appropriately.
Have undergone comprehensive training for two months on Accent and Tele Marketing Skill and done lots of Role Plays with in same duration.
Trained on Professional Tele-Marketing Skills form Achieve Global Solutions, who provides training to fortune 500 companies as well, considered as one of the best training on Sales in the world.
BA. Hons. Political Science