Zia Ullah

Handling a Non-voice & Semi Voice of 180 members US Mortgage - Title Insurance
Have 2 AMs; 2 TMs; 2 Sr. Leads & 9 Team Leads Reporting into me.
Cost Optimization Strategizing the Cost involved across all process and initiating necessary actions
Forecasting Business Opportunities and Staffing Requirement
Capacity Work Around for entire year with Appropriate Provisions
Transitioning of New Process from Onshore to First American and taking care of the entire life cycle of the transitioned process
Leadership & Staff Development
Work Force Management
Improve the operational systems, processes, policies and procedures in support of organizations mission -- specifically, support better management reporting, information flow and management for business excellence
Responsible for delivering high quality customer experience and customer satisfaction, while ensuring adherence to SLAs
Formulate and implement plans to facilitate continuous improvement and growth of the process and the Business, resulting in Process advancement and client satisfaction
Leading, mentoring and monitoring the performance of team members to ensure efficiency in process operations and meeting of individual and Team targets.
Conduct Business reviews with clients (BSM, VP & Direct Customers)
Have regular Conference calls with onshore clients to understand the concern and prioritize the same for resolution
Monitoring overall functioning of processes. Identifying grey areas and implementing action plans to maximize effectiveness
Enabling continuity of operations of FAI in the event of a BCP situation
Maintaining Claim Critical Quality and Quality Critical to Process and Clients.
Conducting weekly Performance Management Meeting with Leadership Team to derive Proactive Production and Quality Action Plans. Identify factors impacting performance and advise action plan to improve
Prepare Annual stack rankings for the team & conduct one on one annual reviews with the team
Integration of Employees into the scheduling process
Management of working times and accounts.
Working on Daily\Weekly\Monthly Management reports like SLA Dashboards & Other Performance Matrix reports